Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rebecca Lea O'Donnell

Helensburgh,NSW

Summary

Customer service management professional experienced with, inbound and outbound customer service, sales and administrative skills. Personable & professional with exemplary customer service & people skills. Experienced in resolving complex issues and concerns, and creating positive outcomes for both the company and creating customer loyalty. I am motivated and well-versed in building productive relationships and dedicated to partnering with co workers to promote engaged, empowering working relationships.

I am a self driven individual that brings 30 years of experience in maintaining customer and company satisfaction in a variety of fields, with documented strengths in building and maintaining relationships with a diverse range of stakeholders, whilst maintaining detailed records of interactions with clients and project managers allowing for easy retrieval when needed during follow-up communications or escalations.

Referral details available on request.

Overview

14
14
years of professional experience

Work History

Sales & Customer Service Manager - Sub Contractor

The Resurg Group
01.2010 - 12.2017


  • Business to Business sales
  • Building business performance groups for Independent business owners within large franchise groups or kindred industries eg: Hardware, Travel, Grocery, Pool, Holiday groups.
  • New business development, identifying opportunities through existing clientele, Franchise HO, Operations, State & National management.
  • Sales and customer service for up to 20 Franchisee business groups with 8-12 participating Businesses owners in each.
  • Implemented quality control measures to maintain high standards of service across all Performance group touchpoints within the organisation.




  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Assumed ownership over team productivity and managed work flow to exceed quality service goals.
  • Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Negotiated contracts with outside carriers to minimize costs to company and customers.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Managed team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Provided professional services and support in a dynamic work environment.
  • Excellent communication skills, both verbal and written.
  • Participated in team projects, demonstrating the ability to work collaboratively and effectively.
  • Organized and detail-oriented with a strong work ethic.
  • Passionate about learning and committed to continual improvement.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written
  • CRM - Salesforce







Receptionist

ADECCO 12mth Contract: JCB Communications
10.2007 - 12.2008


  • Answered central telephone system and directed calls accordingly.
  • Assisted Head Accountant.
  • Accurate and time efficient data entry of employee time sheets with rotating shifts.
  • Payroll collection & collation of time sheets, data entry into system and preparation for Accountant.
  • Liaised with project managers re: Co ordination of materials from warehouse, specs supplied.
  • Co ordination of supplies to Electrical contractors on up to 10-15 sites, with supporting documentation.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Organized, maintained and updated information in computer databases.
  • Handled incoming and outgoing package deliveries.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Skilled at working independently and collaboratively in a team environment.
  • Organized and detail-oriented with a strong work ethic.
  • Excellent communication skills, both verbal and written





Sales Consultant - Sub Contractor

Lysaght Home Improvements
06.2004 - 08.2007
  • Provided, tailored computer generated design concept drawings using a modified CAD program
  • Provided quotes for home improvements eg awnings, home extensions to home owners.



  • Minimum of 4 appointments a day, generating 1million + in sales per year in the South Sydney - Wollongong area.
  • Generated new leads through networking & referrals.
  • Collaborated with teams of builders and engineers to identify and address customer needs.
  • Negotiated contracts with clients, ensuring mutually beneficial terms for both parties involved.
  • Developed strong rapport with customers and created positive impression of the business.
  • Participated in monthly meetings with management to report on sales progress, discuss strategies for improvement, or highlight successes achieved during the period.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Delivered energetic responses to customers in- Showroom and by telephone, going above and beyond to serve needs.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Provided professional services and support in a dynamic work environment.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.




Education

High School Diploma -

Blakehurst High School
Blakehurst, NSW

Master Practitioner Neuro Linguistic Programming -

Neuroads P/L
Sydney, NSW

Business Management -

Chamber of Commerce
Sydney, NSW

Skills

  • CRM Software
  • MS Office
  • Customer service
  • Time Management
  • Account Management
  • Project Management
  • Data Management
  • Problem Resolution
  • Expertise in external, internal sales & Telemarketing
  • Customer-focused
  • Problem-Solving
  • Multitasking

Timeline

Sales & Customer Service Manager - Sub Contractor

The Resurg Group
01.2010 - 12.2017

Receptionist

ADECCO 12mth Contract: JCB Communications
10.2007 - 12.2008

Sales Consultant - Sub Contractor

Lysaght Home Improvements
06.2004 - 08.2007

High School Diploma -

Blakehurst High School

Master Practitioner Neuro Linguistic Programming -

Neuroads P/L

Business Management -

Chamber of Commerce

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Rebecca Lea O'Donnell