Rochelle Kaisin
Banksia Grove,WA
Summary
Dedicated customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
With 13+ years in customer service and 6+ years in supervisory positions, I pursue challenges where I can execute my communication, organisational and problem-solving skills, whilst continuing to learn and grow. I was surprised to realise that I truly enjoy working in accounts and I am quite good at it. Down the road I strive to work in a role where I can use my accounts and data entry skills to mitigate potential threats, to help people.
Overview
7
7
years of professional experience
Work History
Accounts / Customer Service Officer
OFFICE NATIONAL
10.2021 - 06.2023
- Processed payroll for up to 6 employees.
- End to end accounts payable duties, with accounts receivable included when required.
- Streamlined accounts processes for efficiency, reducing time spent on allocating customer payments and creating supplier payment runs.
- Actively listened to customers and handled concerns quickly with solid de-escalation techniques. I was the go-to person for helping certain customers as I handled their individual quirks better than anyone else could.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Created and updated account information to maintain customer records.
Customer Service Representative
COLES EXPRESS
07.2021 - 10.2021
- Sharp attention of fuel-focused site safety whilst ensuring continual customer engagement.
- Provided outstanding customer service to all customers as a relief shift worker across multiple sites, Professional, with high attention to detail has resulted in swift responses to safety hazards, which ensured zero site or personal injuries during my shifts.
- Receiving, checking and unpacking stock loads, stocking shelves safely.
- Communicating effectively with a wide range of people and professionally alleviating customer disputes.
- Opening and closing stores, recording opening floats / closing balances / depositing funds.
Assistant Store Manager
RED ROOSTER
11.2018 - 03.2019
- Managed a fast-paced, high-pressure kitchen and customer service team of up to 20, with a main focus on improving all aspects of customer engagement, reducing customer complaints and improving the store's reputation.
- Productivity and efficiency increased using a cleaning schedule I created. My schedule was later shared with other stores by the state manager.
- Training and re-training team members whilst maintaining strict quality control.
- Conceptualised a quality and control recording system which saw an immediate reduction in waste by a weekly average of 10%
- Strict food and workplace safety adherence whilst exceeding KPI targets.
Customer Service Shift Supervisor
Woolworths Group
06.2016 - 11.2018
- Led departmental service development for 12 months, training all new department employees in food handling and safety protocols.
- Outstanding communication and dispute resolution skills,
- Proficiently operated computer systems for ordering, ticketing, pricing, data entry.
- 100% pass rate on council health inspections, Implemented a more accurate food wastage recording system which assisted in developing further systems.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
Education
Bachelor of Commerce - Accounting And Business Management
Edith Cowan University
Joondalup, WA12.2027
STAT, Tertiary aptitude -
Tertiary Institutions Service Centre (TISC)
Perth, WA01.2001
Girrawheen Senior High School
Girrawheen, WA1996
Skills
- Customer Service and Assistance
- Data Entry
- Cash Handling and Management
- Problem-Solving
- Conflict Resolution
- Time Management
- Teamwork and Collaboration
- Cleaning and Sanitation
Key Skills Achievements
- Data entry
- ERP and CRM experience
- Analytical
- Customer service
- Diplomacy
- Researching
- Time management
- Positive attitude
- Emotional Intelligence
- Empathy
- 65wpm typing speed
- Conflict resolution
- Problem solving
- Internal auditing
- Collaboration
Timeline
Accounts / Customer Service Officer
OFFICE NATIONAL
10.2021 - 06.2023
Customer Service Representative
COLES EXPRESS
07.2021 - 10.2021
Assistant Store Manager
RED ROOSTER
11.2018 - 03.2019
Customer Service Shift Supervisor
Woolworths Group
06.2016 - 11.2018
Bachelor of Commerce - Accounting And Business Management
Edith Cowan University
STAT, Tertiary aptitude -
Tertiary Institutions Service Centre (TISC)
Girrawheen Senior High School
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