Summary
Overview
Work History
Skills
Profile & Sklills Summary
Timeline
Generic

Sharyn Dowling

Clontarf Beach,QLD

Summary

Personable, friendly and solution-oriented professional with years of experience in sales, account management, service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

28
28
years of professional experience

Work History

Customer Service Operator

Hellmann Worldwide Logistics
Brisbane Airport / Eagle Farm, QLD
11.2022 - 05.2025
  • Joined Hellmann as Customer Service Manager and later merged with Ocean Operation team, reporting to Ocean Operations Manager
  • Supported sales team and key accounts with reporting, bookings, routing and quoting.
  • Maintained up-to-date records of customer orders, reports, interactions and transactions for future reference.
  • Handled customer complaints, providing appropriate solutions within the time limits.
  • Answered incoming customer enquiries in a timely and professional manner.
  • Managed customer expectations by clarifying needs, identifying options, and recommending applicable services.
  • Managed a portfolio including 15 major accounts with regular shipments
  • Serviced wider customed base of +50 customers shipping every 1 to 6 months
  • Revenue distribution approximately 50% LCL, 30% FCL and 20% air imports
  • Transitioned to Cargowise : Data input, create quick bookings & reviewed shipment status etc. Minimal exposure to operational booking processes.

Branch Manager

DGI Global
Eagle Farm, QLD
06.2021 - 11.2022

Dangerous Goods International (DGI) is an Australian owned, Global Freight Forwarder specialising in the domestic and global transport, packaging, and compliance of all nine classes of dangerous goods.

  • Managed Brisbane branch P&L including 2-3 rreports
  • Developed branch GP +200% by increasing revenue, building & retaining client base, and reducing operational costs.
  • Continued to maintain client relationships and new business development initiatives
  • Developed national pricing structure for domestic customer client base
  • Focus on air import and exports. Ensured all shipment bookings were correct and accurate. Pre-alerted agents and inter-offices.
  • Invoicing and debt collection responsibilities
  • Weekly reporting to Management
  • Maintained a fleet of domestic vehicles and upheld OHS standards

Account Manager / BDM

DGI Global
Eagle Farm, QLD
09.2018 - 06.2021
  • Established strong relationships with decision-makers and influencers within client organizations.
  • Hybrid role including face-to-face client visits & regular call cycles, and remote account management
  • New business development with both existing and prospective customers.
  • Quoted domestic and international enquiries.
  • Onboarded new clients
  • Liaised with agents and external customs brokers

Response Operator / Call Centre

Vitalcall
Salisbury, QLD
05.2017 - 08.2018

VitalCALL is Australia’s original provider of 24 hours a day, 7 days a week personal emergency response alarms to a broad range of clients.

  • High call volume caring for clients with emergency needs.
  • Managed time critical situations with emphasis on efficiency, compassion and accuracy.
  • Identifying health needs, determining appropriate action, and relaying accurate information to emergency services (ambulance, fire, police)
  • Customer support with VitalCall equipment, testing and troubleshooting technical issues.
  • Complying with policies and procedures

Key Account Manager - BDM

Toll Priority
Eagle Farm, QLD
07.2012 - 09.2016

Toll Priority : Parcel courier and logistics provider offering time-critical services including same day and next day shipping

  • Developed and implemented key account plans to meet customer needs and increase company profitability.
  • Established strong relationships with clients through regular communication and follow-up activities.
  • Managed a portfolio of major clients (local and National), reporting to the Field Sales Manager.
  • Retained client revenue and identified growth opportunities via upselling and cross-selling transport solutions.
  • Prepared quarterly sales plans for management review and provided monthly KPI reports to customers
  • Maintained accurate CRM aligned with KPI's including customer visits, new servcies signed up, quotes or tenders submitted, rate review administered.
  • Ensured service level agreements were in place and reported concerns around customers in jeopardy and any significant issues pertaining to the customer base.
  • Dangerous Goods awareness certification

Key Account Manager

Insignia (Winson Group)
Wakerley, QLD
10.2007 - 07.2012

Insignia is a leading Australian Labelling and coding company, providing specialised printing solutions to industries and small businesses nationwide.

  • Based in Brisbane, serviced customers across VIC, TAS & WA, including fortnightly travel to VIC, and annual visits to WA & TAS.
  • Prospected new clients and pursued leads to discuss needs and technical requirements
  • Developed and implemented key account plans to meet customer needs and increase company profitability.
  • Provided quotations, credit agreements and product specifications.
  • Completed new business documentation and recorded actions in Navision system
  • Conducted reviews of strategic accounts and presented results to external stakeholders
  • Maintained contract obligations and coordinated insignia departments to adhere to customer requirements

QLD Sales Representative

EMI Music
Fortitude Valley, QLD
01.1997 - 02.2007

EMI Music is one of the world's leading music companies and is home to a huge roster of artists both local and international.

  • Building, maintaining and strengthening client relationships including local and National accounts such as HMV Music, JB HiFi, Sanity Music etc
  • Promoted record launches, back catalogue and specialised product ranges
  • Secured prime real estate in stores for product and promotions
  • Arranged live perfomances for touring artists in Queen Street Mall, venues and in stores
  • Assisted with touring artists' radio visits, coordinated signing, client introductions and meet and greets after performances
  • Achieved all KPI's, sales budget and client call cycles

Skills

SKILLS SUMMARY

Experienced customer facing representative with a sales background and 10 years' experience in logistics I've managed up to 3 direct reports, managed P&L for a small branch and serviced major accounts for industries from FMG, manufacturing, and logistics

  • Account management
  • Building rapport
  • Negotiation
  • Sales closing
  • Interpersonal skills
  • Customer relationship management
  • Shipping logistics
  • Time management
  • Effective communication
  • Relationship building
  • Problem solving
  • Team collaboration
  • Call centre experience
  • Customer-centric focus
  • Problem-solving skills

Profile & Sklills Summary

Extensive Account Management, New Business Development and Customer service experience.  

The knowledge and skills acquired in these positions, and my ability to build strong relationships have provided a solid platform to enable me to meet key competencies associated with Account Management, New Business, and Customer relations positions.  I'm competent in Microsoft word, CargoWise, Excel, and have used multiple CRM systems

Timeline

Customer Service Operator

Hellmann Worldwide Logistics
11.2022 - 05.2025

Branch Manager

DGI Global
06.2021 - 11.2022

Account Manager / BDM

DGI Global
09.2018 - 06.2021

Response Operator / Call Centre

Vitalcall
05.2017 - 08.2018

Key Account Manager - BDM

Toll Priority
07.2012 - 09.2016

Key Account Manager

Insignia (Winson Group)
10.2007 - 07.2012

QLD Sales Representative

EMI Music
01.1997 - 02.2007
Sharyn Dowling