Sharron Linden
Kings Langley
Summary
I am an efficient, kind and hardworking person with a can do attitude. I am conscientious and flexible with the ability to adapt to change and growth. I enjoy helping people. I am currently volunteering on a Saturday at a nursing home and love it. I am seeking an opportunity to present my qualities and believe I have the personality to do the job with over 20 years of knowledge and experience in customer service, administration and reception
Career Summary
Overview
35
35
years of professional experience
1
1
Certification
Work History
Administrative Assistant
J & S Bathroom Renovations
01.2024 - Current
- Monitoring an inbox with approximately 20 incoming emails
- Answering incoming/making outgoing telephone calls
- Processing invoices
- Book keeping
- Filing
- Ordering of products
Customer Service Officer
Budget Couriers
05.2023 - 12.2023
- Monitoring an inbox
- Answer incoming / making outbound telephone calls
- Bookings
- Process invoices and credits
- Liaise with couriers and customers for delivery coordinations
Customer Service Officer
M3 Logistics
02.2022 - 05.2023
- Managing two major accounts
- Updating orders
- Reporting every week on non deliveries
- Print delivery runs to stock warehouse
- Organising drovers delivery runs daily fpr two major companies
- Monitoring inbox with over 100 emails daily
- Answer incoming calls with around 60 calls daily
- Making outbound telephone calls
- Follow up failed deliveries
- Manage and resolve customer and client issues in a timely and professional manner
- Booking in deliveries with customers
- Relief reception
- Processing EDI orders
Customer Service Officer
Cenversa
01.2021 - 01.2022
- 12 month contract
- Processing of enquiries and orders via email and phone
- Processing EDI orders
- Answering around 30 inbound calls and making outbound calls
- Answer and follow through on customer queries, orders, tracking status and pricing information
- Manage and resolve customer issues in a timely and professional manner
- Filing
- Credits and Returns
- Selling and promoting products through outbound calls to customers
Deployment Officer
Veolia Energy
11.2017 - 11.2020
- Supporting the State Energy business within Veolia by managing the operational process including Customer Service, Deployment and Administration
- Answer and Manage inbound calls by phone, email and fax
- Outbound calls
- Raising and dispatching maintenance requests for air conditioning units in the Pronto system as per customer or technician requests
- Providing assistance to customer enquiries
- Placing and following up on supply orders
- Placing and following up on Uniform orders
- Entering technicians work times
- Producing reports
- Monitoring call queues and take action to ensure the individual contract KPS’s are met
- Managing after hours requests
- Ability to escalate to appropriate persons
- Providing technicians with retriever support
- Sending messages through the Prodocom system to field technicians
- Raising purchase orders
- Raising refunds
- Managing technicians for priority calls
- Update client portals
- Relief reception
Customer Service Representative
Broadspectrum Maintenance
10.2010 - 10.2017
- Working on various government maintenance contracts using SAP and CRM
- Dispatching, monitoring and co-ordinating work orders to meet service level targets
- Managing inbound enquires by phone, email and fax
- Taking around 100 calls per day
- Raising and dispatching maintenance requests
- Placing supply orders
- Scheduling appointments for customers
- Providing support to contractors for their portal
- Ability to escalate to appropriate persons
- Monitoring call queues and take action to ensure the individual contract KPS’s are met
- Managing after hours requests
- Managing technicians work flow
- Relief reception
Project Co-Ordinator
NCSS
09.2009 - 09.2010
- Employed as a Project Co-Ordinator working on the Telstra upgrade of all Keno Terminals in NSW
- Provide phone support for field based operations
- Schedule technicians for specific jobs on site
- Provide reporting on a daily basis
- Liaise with venues to schedule contractors
- Project point of contact for contractor and venue enquiries
- Source contractors
- Update reporting requirements on the inhouse website
- Approve invoices
- Prepare billing on a monthly basis
Team Leader Service Support Centre
Tabcorp Pty Ltd
08.2007 - 01.2009
- Managing and monitoring a team of Customer Service Consultants on a day-to-day basis
- Performance management of team members, through analyzing statistics and call monitoring
- Producing performance management reports for weekly meetings
- One on Ones with team members to impart and obtain feedback on performance
- Escalation of problems to appropriate management personnel and service providers
- Managing the Keno application – Starting and Ending Keno gaming
- Troubleshooting any Keno application problems and escalating Software problems
- Liaising with management across the company and outside companies to resolve problems
- Monitoring the progress of calls to ensure that the provision of service meets the SLA
- Training new staff members
Customer Service Consultant
Tabcorp Pty Ltd
06.1996 - 08.2007
- Answering inbound calls from venues and resolving technical problems associated with gaming terminals for both NSW and QLD Keno
- Assisting venues with promotional enquiries and problems
- Assisting venues with cash balancing problems and performing analysis reports
- Monitoring Large Betting Activity as per Government regulations
- Monitoring the progress of calls to ensure that the provision of service meets the SLA
- Performed Service Call Co-ordinator tasks for technicians in the field
- Promoted to relief Supervisor, where I filled in for the Supervisor
- Promoted to Relief Computer Operator where I filled in for the Computer Operator
- Making outbound calls, providing updates and additional information to venues
Clerk
Tabcorp
03.1990 - 06.1996
- Reconciling reports
- Banking
- General office administration
Education
Skills
- Strong work ethic
- Excellent communication skills
- Excellent written skills
- Extensive experience in a complex and diverse call centre environment
- Outstanding customer relationship skills
- Administration skills
- Reception skills
- Complaint handling
- Data entry
- Customer focus
- Documentation and reporting
Certification
Cert 4 in Customer Service
Timeline
Administrative Assistant
J & S Bathroom Renovations
01.2024 - Current
Customer Service Officer
Budget Couriers
05.2023 - 12.2023
Customer Service Officer
M3 Logistics
02.2022 - 05.2023
Customer Service Officer
Cenversa
01.2021 - 01.2022
Deployment Officer
Veolia Energy
11.2017 - 11.2020
Customer Service Representative
Broadspectrum Maintenance
10.2010 - 10.2017
Project Co-Ordinator
NCSS
09.2009 - 09.2010
Team Leader Service Support Centre
Tabcorp Pty Ltd
08.2007 - 01.2009
Customer Service Consultant
Tabcorp Pty Ltd
06.1996 - 08.2007
Clerk
Tabcorp
03.1990 - 06.1996
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