Serena Kawamura
Unit 11/10 Vautier Street, Elwood
Summary
A passionate and confident individual with strong communication skills as well as the ability to enjoy challenging situations.
Overview
6
6
years of professional experience
Work History
Category Campaigns Coordinator
JB Hi-Fi
01.2025 - 02.2025
- Created and developed creative content for catalogues based on the previous catalogues and up-to-date market trends
- Worked on pages from 3 different catalogues simultaneously on a daily basis depending on deadlines and schedules for internal and external teams
- Presented 2nd proofed pages to executives every Friday and explained the reasoning behind them, then worked on the final proofs to print them out every Thursday
- Collaborated with 12 internal buying teams to ensure the accurate collection of prospect data to be utilised for marketing purposes
- Complied with all relevant marketing, privacy, and consent legislation
- Liaised with design, media, and creative agencies to ensure campaigns are implemented on time and to a high standard
- Ensured to find the middle ground among marketing, internal buying teams, and external providers
Online Customer Service Agent
JB Hi-Fi
11.2022 - 12.2024
- Worked collaboratively as part of a team in delivering a positive experience for our online customers located in Australia and 44 countries who require assistance or escalations with new or existing online orders
- Significantly exceeded KPIs by consistently taking 4-6 chats at a time on live chat, answering 18+ calls in 90 minutes on phones, leaving 120+ comments in Zendesk, and responding to 75+ tickets on emails (KPIs set for the team: 3 chats at a time on live chat, 10+ calls in 90 minutes on phones, leaving 100+ comments in Zendesk, and responding to 50+ tickets on emails)
- Achieved a 90.7% customer satisfaction rate in 2024, which was the highest in the customer service department (KPIs set for the team: 70%+ customer satisfaction rate)
- Order management including cancellations and refunds
- Liaised with couriers (Uber, Team Global Express/Toll, and Australia Post) as well as stores and Marketplace suppliers regarding orders and deliveries
- Organised replacements, repairs, and in-home assessments for faulty or damaged items with stores and suppliers by following the Australian Consumer Law
- Collaborated with Forensics to detect, investigate and prevent fraud cases by assessing data on Shopify, Riskified, Fulfillment App, Transaction App, and Braintree.
- Followed up on estimated arrivals at the warehouse with internal and external buying teams for out-of-stock/back-order items that needed to be taken care of urgently
- Took genuine customers’ feedback seriously and passed it on to relevant departments such as operations, IT, sales, and marketing to take it into consideration and ended up contributing to necessary changes
- Trained 40+ new casual team members and developed 20+ existing full-time team members throughout the employment
Customer Service Representative
JFC Australia Co Pty Ltd
03.2022 - 09.2022
- Effectively resolved complaints and enquiries from businesses (restaurants, cafes, groceries) and customers face-to-face, and via phone and emails
- Accurately entered data and 200+ orders in a timely manner and created 10 accounts for businesses per day while multitasking tasks requested by 30+ co-workers from 3 other departments: sales, purchases, and warehouse
- Picked up and packed orders when the warehouse team was busy
- Led online services and doubled the number of customers by improving the efficiency of Shopify and Excel sheets as well as training other team members
Melbourne Student Ambassador (Volunteer)
Study Melbourne
10.2021 - 09.2022
- Wrote articles and created videos for social media by providing my experiences as an international student for the past three and a half years
- Worked closely with 8 professionals from the Government and a marketing team
Tutor for International Programs (Volunteer)
Swinburne University Of Technology
09.2020 - 09.2022
- Communicated with 200+ international students in total on Zoom and in person while having fun with them by discussing a variety of topics such as cultures, English courses or university
- Implemented own strategies to help international students improve their English and received the best feedback consistently
Sales Assistant
Cheaper Buy Miles
10.2021 - 02.2022
- Helped customers complete purchases, locate items, and carry heavy items to cars with smiles and small fun chats
- Orders over 1,000 types of products, wrote accurate prices and sent stocks to other stores if necessary
- Proceeded and counted POS transactions closer to $5,000 including checks, cash, credit purchases, and refunds at the beginning and end of the shift
- Effectively resolved customer enquiries via phone
- Played the same role as a store manager in two months and became in charge of a store when he was not present
- Sent a daily report via email to the head office
Sales Assistant (Volunteer)
Sacred Heart Mission Online Op Shop
10.2021 - 12.2021
- Collaborated with two managers while working as a responsible individual
- Labelled and measured clothes with descriptions based on research and organised over 100 clothes in orders per 4-hour shift
Educational Consultant
Level Up Studies
03.2021 - 06.2021
- Provided students with recommendations of the right schools based on their priorities
- Submitted student, graduate, and partner visas as well as English, TAFE, and University applications on behalf of customers
- Achieved 1,000+ viewers per paid advertisement on Facebook, Instagram, and Twitter and engaged with potential customers
- Exceeded monthly targets of 20 new customers by organising weekly social events and a couple of 5 minute seminars related to a variety of visas with sophisticated slides
- Collaborated with 25 staff from different nationalities both online and in-person
- Received the highest peer-evaluation marks and compliments on high motivation and passions
Waitress
Zen Japanese Restaurant
09.2018 - 02.2021
- Processed payments using cash, credit, or debit
- Led and collaborated with 10 staff both in the kitchen and front to manage levels 1, 2 and outside
- Maintained accuracy in delivering correct orders to 150+ customers per day on Uber Eats and in-person
- Answered customer enquiries and took reservations via phone and email
- Received high tips every shift by achieving customer satisfaction and establishing a strong rapport with customers
- Restocked 100+ items daily including tableware, menus, and other supplies
- Initiated and implemented a faster process with QR codes at the beginning of COVID-19
Education
Bachelor of Business - International Business
Swinburne University of Technology
Hawthorn, VIC12.2021
Skills
Japanese (Native)
Confident individual with great communication skills
Extensive problem solving skills
Ability to work both as part of a team and an individual
Ability to enjoy challenging work and tackle unfamiliar problems
Ability to work on tasks simultaneously by prioritising urgent tasks to ensure all the deadlines are met
Technical Skills
• Microsoft Office Suite – Excel, Word, Outlook, PowerPoint, Teams, OneDrive, OneNote
• Google Drive – Google Docs, Sheets, Forms, Slides
• Shopify, Zendesk, Riskified, Adobe, Go Works, WordPress, Zoom, Canva, YouTube
Timeline
Category Campaigns Coordinator
JB Hi-Fi
01.2025 - 02.2025
Online Customer Service Agent
JB Hi-Fi
11.2022 - 12.2024
Customer Service Representative
JFC Australia Co Pty Ltd
03.2022 - 09.2022
Melbourne Student Ambassador (Volunteer)
Study Melbourne
10.2021 - 09.2022
Sales Assistant
Cheaper Buy Miles
10.2021 - 02.2022
Sales Assistant (Volunteer)
Sacred Heart Mission Online Op Shop
10.2021 - 12.2021
Educational Consultant
Level Up Studies
03.2021 - 06.2021
Tutor for International Programs (Volunteer)
Swinburne University Of Technology
09.2020 - 09.2022
Waitress
Zen Japanese Restaurant
09.2018 - 02.2021
Bachelor of Business - International Business
Swinburne University of Technology
Similar Profiles
Lachlan AndersonLachlan Anderson
Christmas Casual Retail Team Member at JB Hi-Fi HomeChristmas Casual Retail Team Member at JB Hi-Fi Home
Aarjan ShresthaAarjan Shrestha
Salesperson at JB Hi-FiSalesperson at JB Hi-Fi
Amaan BarodawalaAmaan Barodawala
Salesperson at JB HI-FISalesperson at JB HI-FI