Sandra Bobbermien
Currumbin,QLD
Summary
Dedicated and reliable customer service and administration professional with experience in call center, building, and mining industries. Demonstrates strong leadership qualities and a steadfast commitment to adhering to policies and procedures. Consistently exceeds expectations and delivers exceptional performance. Proactively utilizes a diverse range of skills, shares valuable insights from professional experiences, and collaborates with colleagues to successfully achieve organizational objectives.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Product Training and Customer Experience Specialist
Pure Water Systems Australia
04.2020 - 09.2024
- Company Overview: Supplier of Water Filtration Systems
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Developed and implemented training programs for new hires, significantly reducing start up training times.
- Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
- Enhanced customer loyalty by promptly resolving complaints and ensuring positive brand experience.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Worked closely with customer service and sales teams to provide a seamless transition from pre-to post-sales support, enhancing the overall client journey.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the service department.
Customer Service and Sales Consultant
Pure Water Systems Australia
08.2016 - 03.2020
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Provided sales and customer service assistance to walk-in traffic
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Followed up with existing customers to provide additional support and address concerns.
Administration Assistant and Commissions Clerk
Pure Water Systems Australia
09.2010 - 08.2016
- Managed team data entry to meet deadlines for the processing of sales team commissions, team leader bonus's and reserve fund payouts accurately within a highly demanding environment.
- Contributed to the continuous improvement initiatives, including the introduction of the company’s intranet, designed to streamline data entry procedures.
- Assisted in system testing processes and provided feedback, and trained and provided post-implementation support to staff.
- Demonstrated exceptional adaptability when faced with shifting priorities or new assignments from management figures in real-time situations.
- Streamlined office processes by implementing efficient organizational strategies and time management techniques.
- Facilitated employee onboarding experience by coordinating orientation sessions and completing necessary paperwork efficiently.
Administration Manager
Aussie Plaster Products
09.1996 - 05.2008
- Company Overview: A supplier of both standard and specialised lines of plaster and plaster products for both new and existing homes
- Provided sales and customer service assistance to walk-in traffic.
- Delivered customer service and sales support, oversaw manufacturing, delivery logistics and schedules.
- Processed payments transactions, purchasing, accounts payable/receivable, banking, and payroll.
- Designed displays and presentations for home buyer trade shows.
- Managed budgets and financial reporting, enabling effective allocation of resources and timely identification of potential cost savings.
- Maintained up-to-date knowledge of industry best practices in administration management through continuous learning opportunities, ensuring a competitive edge in service provision.
- Promoted a positive workplace culture by addressing employee concerns promptly and implementing initiatives aimed at boosting morale and job satisfaction.
Receptionist Administrator
Express Hydraulics
06.1990 - 06.1996
- Company Overview: Mining Industry brake down service and fittings supplier
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Kept reception area clean and neat to give visitors positive first impression.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Streamlined invoice processing, contributing to improved vendor relationships and financial management.
- Maintained inventory of office supplies, preventing shortages and supporting daily operations.
Education
Certificate III - Business Administration
Gold Coast TAFE
Skills
- Customer relations
- Sales expertise
- Call center operations
- Teamwork and collaboration
- Relationship building
- De-escalation techniques
- Product knowledge
- Staff education and training
- LiveChat messaging
- System implementation
- Accounting programs - Sage and Xero
- NetSuite - CRM software
- MS office
- 8x8 Cloud phone system
Accomplishments
- Supervised a team of 20 - 30 staff members.
- Achieved improved customer contact by introducing a customer contact procedure and reporting with in NetSuite with the ability to measure call centre contact and customer interaction timelines.
- Implemented extended trading hours to cover Australia Wide customer interaction.
- Collaborated with team of 8 team members in the development of a Showroom.
- Designed and managed company pop ups and kiosks.
Certification
Full Drivers Licence
Languages
English
Attributes
- Attention to detail
- Ability to work in a fast-paced environments
- Adaptable and resilient
- Calm and professional under pressure
- Problem solving skills
- Verbal and written communication skills
- Relationship building skills
- Organisational & time management skills
- Technical aptitude
- Reliable, productive and dedicated
- Friendy
Timeline
Product Training and Customer Experience Specialist
Pure Water Systems Australia
04.2020 - 09.2024
Customer Service and Sales Consultant
Pure Water Systems Australia
08.2016 - 03.2020
Administration Assistant and Commissions Clerk
Pure Water Systems Australia
09.2010 - 08.2016
Administration Manager
Aussie Plaster Products
09.1996 - 05.2008
Receptionist Administrator
Express Hydraulics
06.1990 - 06.1996
Full Drivers Licence
Certificate III - Business Administration
Gold Coast TAFE
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