Overview
Work History
Skills
Study Courses
Career Overview
References
Timeline
Generic

Siobhain Welsh

Tapping,WA

Overview

27
27
years of professional experience

Work History

Customer Service Team Leader- Account Manager/ Sales Representative

Westcoast Surgical & Medical Supplies
01.2015 - Current
  • Customer Service duties: First point of contact for all incoming enquiries
  • Daily processing of customer orders via phone, fax, email or online ordering system
  • New client screening and account setup
  • Product research, sourcing and quotes
  • Product information specialist
  • Account Manager/ Sales Representative duties: Operate as the lead point of contact for any and all matters
  • Set contract pricing based on volume, frequency and value of products
  • Prepare tenders, quotes and contracts for clients
  • Product research, sourcing and presentation of products suitable to client needs
  • Ensure all points of contract are adhered to
  • Increase general margin within divisions on very strict budgets
  • Establish budgets with the client and company
  • Track key account metrics
  • Ensure all products and equipment are performing at required standards
  • Meet time deadlines for accounts department
  • Pre-audit evaluations
  • Identify new sales opportunities within existing accounts
  • Manage and solve conflicts with clients.

Customer Service / Account Management / Sales Support

Bunzl Outsourcing Service
02.2013 - 01.2015
  • Responsible for the daily maintenance and general responsibilities for a large number of the companies key accounts, consisting of cleaning, mining, government and health contracts
  • Consisting of over 400 sites in WA
  • Sourcing, ordering products and liaising directly with suppliers
  • Building relationships with our customers and company members based on trust and reliability
  • Account applications and setup
  • Pricing
  • Cross selling
  • Handling incoming and outgoing enquiries via phone or email
  • Crediting and invoicing
  • Responsible for the correction and processing of incorrect and suspended orders, and mapping errors
  • IFS customer maintenance
  • Daily stock movement reports
  • Advising customers of products suitable to their needs
  • Generating sales leads
  • Co-coordinating with various logistic companies to ensure successful transport and delivery of goods
  • Dispute resolution
  • Assisting with the training of new staff
  • Producing training and procedure manuals.

Customer Service Team Leader

Wesfarmers - Kleenheat Gas
01.2012 - 12.2012
  • Overseeing the daily performance of a team consisting of up to 12 staff
  • Providing training and coaching to new staff ensuring an exceptionally high standard of customer service and administration is completed with a strong influence on attention to detail
  • Ensuring all staff are aware of new procedures and policies relating to: The handling and distribution of dangerous goods
  • Computer literacy
  • Invoicing and crediting
  • Stock orders
  • Asset management
  • ACCC and Privacy law literate
  • Completing the weekly administration for 700 dealerships nationwide
  • Setting up both residential and commercial accounts in line with Australian Government and company legal requirements
  • Conflict resolution for both commercial and residential consumers
  • Ensuring daily, weekly and monthly KPI's were met
  • Provide weekly and monthly business reports to management
  • Management of government accounts held by Kleenheat Gas
  • Writing procedures for administration tasks carried out by the entire company
  • Liaising directly with customers, business representatives and national sales managers
  • Demonstrate a high degree of professionalism and support to develop a high performing team
  • Performance management
  • Recruitment.

Customer Service Representative

Wesfarmers - Kleenheat Gas
12.2011 - 01.2012
  • General administration duties of mail, data input and online requests
  • Answering customer calls, processing orders, updating accounts and answering general enquiries
  • Creating new customer accounts, outlining account terms and conditions and assuring customers meet Australian Compliance standards
  • Collecting data from multiple sources and preparing spread sheets and reports
  • Assist with the ongoing training of new members to the team
  • During my short time at Kleenheat Gas, I have been involved in the Unclaimed Project to clear old accounts which are on rental hold
  • During this time, I have been involved in the training and indirectly managing the CSO's that come to the project on a weekly basis
  • This includes delivering weekly and monthly results to my Team Leader and the Operations Manager
  • Adjacent to this I also have the opportunity to liaise with Sales Managers, Sales Reps and various dealers and depots to ensure that we are capturing the correct data within their areas.

Sales Representative

Toys For Boys
08.2004 - 07.2011
  • Answer calls from staff and clients
  • Travel to various locations promoting and distributing product information
  • Order and deliver or arrange a courier to transport stock
  • Follow up with clients on product performance
  • Complete weekly sales sheets
  • Working within the small team at Toys for Boys has given me insight into the career of sales
  • It has also allowed me to develop extraordinary organization and communication skills that I feel can be utilized in any field I pursue.

Personal Assistant

Miller Management Services
10.2001 - 02.2002
  • Answering phones, and contacting clients to confirm appointments, document receipt, and explain general account details
  • All written correspondence
  • Banking and account management
  • Setting up business names and necessary accounts
  • Working for MMS gave me insight into the workings of a small business and how to manage client accounts when both a positive or negative situation arises
  • I attended various seminars relating to taxation, debt prevention and management.

Cashier and stock Clerk

K-mart Australia
07.1997 - 10.2001
  • The general operation of a register
  • Cash handling
  • Also giving advice on the recommended stock item
  • Following up customer disputes and orders
  • Working with Kmart as my first employer was a great opportunity to be introduced into customer service
  • As a large and reputable company they had very strong standards of professionalism which set my personal standards very high
  • That first impression made the difference in the way I looked at how I should be helping and presenting not only myself but the company to customers.

Skills

  • High level of computer skills including Oracle, Excel, Word, Net Suite, Aurora S21 & IFS
  • Attention to detail and procedure
  • Excellent written and verbal skills acquired from an extensive career in customer service and account Management
  • The ability to grasp new concepts quickly and accurately
  • Will always go the extra step to reach personal and employment goals
  • Have a strong desire to advance through the company

Study Courses

  • Apprenticeships Australia - Cert 4 Customer Contact - Team leading - Currently completing
  • ATA - Developing Leadership Style
  • ATA - Motivating & Encouragement
  • ATA - Driving performance
  • Bluestone Training - Adapting Leadership Style for Success - Myers - Briggs
  • Bluestone Training - Performance Management and Performance Development
  • Bluestone Training - Building Relationships
  • NSCA - Hazardous Goods identification, storage and transport
  • Priority Management - Customer Service Breakthrough Program
  • AVANA - Cert 4 - Customer Contact & Leadership

Career Overview

A Customer Service and Account Manager for more than10 years, for both large chain stores and smaller client specific groups. Starting out in the fields Customer Service officer, Telesales Consultant, Account Manager, Customer Service & Dealership Network Team Leader for Kleenheat Gas. My current role requires my dedication to ensure the company's largest accounts in aged, health and government contracts run in a smooth and professional manner. Liaising directly with customers, suppliers and freight companies to ensure successful operation of their accounts. I thrive on setting and reaching personal and professional targets as demonstrated by current position as Customer Service Team Leader combined with Account Manager / Sales Representative.

References

Supplied on request

Timeline

Customer Service Team Leader- Account Manager/ Sales Representative

Westcoast Surgical & Medical Supplies
01.2015 - Current

Customer Service / Account Management / Sales Support

Bunzl Outsourcing Service
02.2013 - 01.2015

Customer Service Team Leader

Wesfarmers - Kleenheat Gas
01.2012 - 12.2012

Customer Service Representative

Wesfarmers - Kleenheat Gas
12.2011 - 01.2012

Sales Representative

Toys For Boys
08.2004 - 07.2011

Personal Assistant

Miller Management Services
10.2001 - 02.2002

Cashier and stock Clerk

K-mart Australia
07.1997 - 10.2001

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Siobhain Welsh