Sonam Dolma
7 Tipping Place, McKellar,ACT
Summary
Customer Service Representative focused on delivering exceptional care and achieving high levels of customer satisfaction. Demonstrated expertise in building strong client relationships and effectively addressing customer needs. Proficient in time management and problem-solving, contributing to both team success and individual performance. Bilingual and detail-oriented, committed to enhancing the company's positive image through dedicated service.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Opal Alterations and Dry Cleaning
Belconnen, Canberra, ACT
05.2022 - Current
- Open and close the shop on-time.
- Close and balance the cash register and handle cash.
- Serve customers at pick-up, drop-offs, fitting and pinning.
- Distribute the alteration jobs to respective tailors/ seamstresses and drycleaning orders to dry cleaning team.
- Process ready to pick-up orders in the system and place them on the carousel.
- Tag orders with correct order numbers and due dates.
- Check due dates to ensure orders are ready on time.
- Explain the alterations requested by customers to tailors, whenever necessary.
- Strictly check the quality of the finished jobs and return any finishing found unsatisfactory for redo to meet the standard of quality. Pack the finished orders neatly.
- Follow up customer complaints, missing orders, quote requests and any other customer related issues in a timely manner.
- Prioritise calls based upon clients urgency and issues.
- Implementing production productivity, quality and customer service standards.
- Manage and train both customer service and employees, ensuring all employees are engaged and collaborate effectively with their team members and clients to ensure customer satisfaction.
- Planning and implementation of after-sales services to follow up on customer satisfaction.
- Managing customer service staff and holding weekly meetings to ensure procedures are being met and discuss any issues that need to be addressed.
Sales and Marketing Manager
SAARC Business Association of Home Based Workers
Thimphu, Bhutan
11.2013 - 08.2019
- Spearhead the implementation of the business plan and sustainability plan.
- Formulate, direct and coordinate marketing activities and policies to promote SABAH Bhutan’s products.
- Identify, develop, and evaluate a marketing strategy based on knowledge of SABAH Bhutan’s objectives, market characteristics, and cost factors.
- Initiate market research studies to identify potential markets for products and services and analyze the findings.
- Develop, promote & maintain partnerships with government, media, relevant stakeholders, other country SABAHs, private sector, etc.
- Prepare press releases, and engage in media coverage.
- Prepare a work plan and budget according to SABAH Bhutan’s procedures.
- Initiate market research studies to identify potential markets.
- Advises on all elements of marketing, such as product mix, pricing, advertising, sales promotion, selling, and distribution channels.
- Establishing goals and objectives in order to reach our customers through appropriate marketing channels.
- Promoting brand awareness through marketing efforts.
- Creating marketing materials for our website and other marketing platforms.
Assistant Marketing Manager
Natural Resources Development Corporation Limited
Thimphu, Bhutan
07.2012 - 10.2013
- Equal distribution of natural resources like sand, timber and boulder as construction materials to the public.
- Coordinate auction for timber.
- Compile monthly reports from all the regional offices and submit to the General Manager.
- Issuing sand permits.
- Look into areas of replantation of trees/afforestation.
- Look into ways to make the natural resources affordable to the general public.
- Take field visits to various queries and depots.
Education
Master of Arts - Creative and Cultural Futures
University of Canberra
11 Kirinari St, Bruce ACT 261711-2022
Bachelor of Commerce - Major in Marketing
Gaeddu College of Business Studies
Chhukha, Bhutan06-2012
Skills
- Interpersonal Communication Skills
- Problem Solving Skills
- Leadership Skills
- Time Management Skills Adaptability
- Strong Analytical Skills
- Friendly and Outgoing Attitude
- Excellent Customer Service Skills
- Excellent Communication Skills
- Multitasking Skills
- Mediation and Negotiation Skills
Languages
English
Native/ Bilingual
Dzongkha
Native/ Bilingual
Hindi
Full Professional
Nepali
Full Professional
References
Sarasi Perera
Opal Alterations and Dry Cleaning
sarasi_perera@hotmail.com | 0401243301
Karma T Dorji
SAARC Business Association of Home Based Workers
ktdorji@gmail.com | +975 17110591
Sushila Pradhan
Natural Resources Development Corporation Limited
sushiladahal@gmail.com | +975 77250171
Timeline
Customer Service Representative
Opal Alterations and Dry Cleaning
05.2022 - Current
Sales and Marketing Manager
SAARC Business Association of Home Based Workers
11.2013 - 08.2019
Assistant Marketing Manager
Natural Resources Development Corporation Limited
07.2012 - 10.2013
Master of Arts - Creative and Cultural Futures
University of Canberra
Bachelor of Commerce - Major in Marketing
Gaeddu College of Business Studies