Samantha Chilcott
Brighton,QLD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Administration Service Desk/Photo Centre
Kmart Chermside Qld
04.2023 - 07.2023
- Customer Service
- Service Desk, Returns, Exchanges
- Lay-by Filing, Lay-by Audits
- Cash handling Responsibility
- Photo Centre, Processing and Editing Customers Orders, Ordering equipment for the running of Photo Centre, Daily maintenance on machines
- Processing Click and Collect orders in the prerequisite time frame specified
- Liaison with the Leadership Team
- Responsibility of Keys for Electronic stock
- Audit of Electronic and Entertainment stock
- RLO - Stock mark downs and write os of soil and damaged stock Stocktake, Counting and Auditing of Stock Counts
- Processing Stock to shelves
- Decanting Stock from trucks
- Communicate with the afternoon Team Members on task for completion of the day
- Visual Merchandising , New stock layouts within the store Departments
- Safety Committee Member
- Kmart's extensive up to date and regular training aimed at Customer Service, Value and Behaviours and Safety
- Daily use of Microsoft office and Excel
- Computer and electronic experience
- POS experience
- Comprehensive Knowledge of Portable Data Unit
- Training New Team Members.
Call Centre/ Radiology / Customer Service
I-Med Radiology Call Centre
02.2023 - 03.2023
- Customer service
- Responding to calls in a timely manner
- Meeting KPI's
- Managing new and existing bookings and enquiries for Patients, Third Parties/ Carers, Customers, Nurses and Doctors
- Responding to requests for urgent appointments
- Call back experience to Patients
- Following company policies and Patient/ Customer Privacy
- Understanding the importance of Quoting
- Understanding of Medicare Scheme Benefits
- Understanding in radiology scans and procedures available
- Brief knowledge of medical terms
- Experience in the Visage book system
- Experience in the Genesys call system.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Reduced call wait times by implementing effective call routing strategies, enhancing customer satisfaction.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
Administration Service Desk/Photo Centre
Kmart North Lakes Qld
08.2016 - 01.2023
- Customer Service
- Service Desk, Returns, Exchanges
- Lay-by Filing, Lay-by Audits
- Cash handling Responsibility
- Photo Centre, Processing and Editing Customers Orders, Ordering equipment for the running of Photo Centre, Daily maintenance on machines
- Processing Click and Collect orders in the prerequisite time frame specified
- Liaison with the Leadership Team
- Responsibility of Keys for Electronic stock
- Audit of Electronic and Entertainment stock
- RLO - Stock mark downs and write os of soil and damaged stock Stocktake, Counting and Auditing of Stock Counts
- Processing Stock to shelves
- Decanting Stock from trucks
- Communicate with the afternoon Team Members on task for completion of the day
- Visual Merchandising , New stock layouts within the store Departments
- Safety Committee Member
- Kmart's extensive up to date and regular training aimed at Customer Service, Value and Behaviours and Safety
- Daily use of Microsoft Office and Excel
- Computer and electronic experience
- POS experience
- Comprehensive Knowledge of Portable Data Unit
- Training New Team Members.
- Streamlined ticketing system management for faster response times and increased issue resolution rates.
- Assisted users with hardware and software installations, ensuring proper setup and configuration for optimal performance.
Administration Service Desk/Photo Centre/Entertainment Centre
Kmart Kippa-Ring
07.2011 - 08.2016
- Customer Service
- Service Desk, Returns, Exchanges
- Lay-by Filing, Lay-by Audit
- Cash Handling Responsibility
- Photo Centre, Processing and Editing Customer's Orders, Ordering equipment for the Photo Centre
- DVD/Book Department Responsibilities, Checking incoming stock, Price Pointing, Replenishment of DVD's and Books, Relays of DVD's and Books, Price Integrity
- General Merchandise Departments, Stock Replenishment, Price Integrity, Store Layouts
- KPI experience
- Visual Merchandising
- Portable Data Unit Comprehensive knowledge of PDU
- Daily Use of Microsoft office and Excel
- Computer and Electronic Experience
- POS experience
- Stocktake, Counting and Auditing of Count
- Safety Committee Member
- Training of New Team Members.
- Streamlined ticketing system management for faster response times and increased issue resolution rates.
- Resolved technical problems by troubleshooting, diagnosing, and implementing solutions to maintain smooth operations.
Administration Service Desk/ Entertainment Centre
JB HI FI Brisbane Central
11.2009 - 10.2011
- Customer Service
- Counter Sales
- Replenishment of Stock
- Register Operation
- Stocktake
- Price integrity
- Security Tagging
- Microsoft office and Excel
- Computer knowledge
- Finance application.
Customer Service/ General Merchandising
Kmart Kippa-Ring and Kmart Toombul
01.2006 - 11.2009
- Customer Service
- Customer Greeter
- Fitting Room Attendant
- Checkout Service
- Stocktake
- Replenishment of stock
- Store Presentation
- Price Integrity
- Photo Kiosk
- Stocktake
- Kmart's extensive training in Value and Behaviours, Customer Service and Safety.
- Boosted store sales by implementing strategic merchandising plans and coordinating with cross-functional teams.
- Enhanced customer satisfaction through effective product placement, visual displays, and inventory management.
- Streamlined operations by optimizing store layout and product flow for maximum efficiency.
- Reduced stock discrepancies by implementing accurate inventory control procedures and conducting regular audits.
Education
Certificate 11 in Retail Makeup and Skin Care -
Academy of Makeup
04.2015
Bracken Ridge State High School
Bracken Ridge, QLD2008
Skills
- Customer Service with over 10 years of Retail Experience in Customer Satisfaction
- Face to face and Call Centre customer service experience
- Maintaining Values and Behaviours
- Safety within the workplace, respecting Customers and Fellow Team Members
- Knowledge in Visage, Genesys, Microsoft Word and Excel
- Knowledge in reading Matrix like tables and source information if unaware
- Understanding and managing KPI's and Able to work around a timed roster (start time, breaks, managing workload in a timely manner)
- Looking to share my wealth of knowledge and experience into administration
- Positive and quick Learner, With a drive, I always learn new things and provide the best version of me when in the workplace
- Punctual
- Team Work
- Computer Literacy
- Thoroughness
- 50 Wpm Typing
- Proactive Attitude
- Willingness to Learn
- Problem Solving
- Self Motivation
- Neat Personal Presentation
- Application support
- Software Installation
- Ticketing system expertise
- Technical Troubleshooting
- Customer Service
- Incoming Call Management
- Data Entry
- Call Management
- Scheduling
- Appointment Scheduling
- Complaint resolution
- Paperwork Processing
- Product Knowledge
- Data Collection
- Information Security
- Account updating
- Professional telephone demeanour
- Receiving support
- Technical Support
- Microsoft Excel
- Customer Relationship Management (CRM)
- Call centre experience
- Problem Resolution
- Call Centre Operations
References
- Jessica Pitts, Former Kmart Manager, 0447504167, jessicapitts@live.com.au
- Amilee Freeman, Former Kmart Manger, 0403637768, amilee.freeman@parkable.com
- Tiala Martin, Personal Reference, 0427482726, tialamartin@live.com
Timeline
Administration Service Desk/Photo Centre
Kmart Chermside Qld
04.2023 - 07.2023
Call Centre/ Radiology / Customer Service
I-Med Radiology Call Centre
02.2023 - 03.2023
Administration Service Desk/Photo Centre
Kmart North Lakes Qld
08.2016 - 01.2023
Administration Service Desk/Photo Centre/Entertainment Centre
Kmart Kippa-Ring
07.2011 - 08.2016
Administration Service Desk/ Entertainment Centre
JB HI FI Brisbane Central
11.2009 - 10.2011
Customer Service/ General Merchandising
Kmart Kippa-Ring and Kmart Toombul
01.2006 - 11.2009
Certificate 11 in Retail Makeup and Skin Care -
Academy of Makeup
Bracken Ridge State High School
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