Summary
Overview
Work History
Skills
Certification
Additional Information
Timeline
Generic

Sophia Dunell

TAMBORINE,QLD

Summary

Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities. Focused individual brings diverse management skills and extensive background in wide range of industries. Grasps and articulates sensitive and complex situations with diplomacy and ease.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Administration Manager

Canning & Co Constructions
09.2022 - Current
  • Provided executive support to director with diary management, scheduling, appointment setting and inbox management.
  • Learned and applied preferred systems for scheduling, purchasing, quoting and problem-solving.
  • Managed accounts, and generated reports for company database.
  • Coordinated client, vendor and stakeholder relations for smooth communication flows and on time project delivery.
  • Achieved and maintained client satisfaction rating of over 95%.

Customer Service Manager

Baby Bunting
01.2023 - 10.2023
  • Resolved customer complaints while prioritising customer satisfaction and loyalty.
  • Took ownership of all customer issues and complaints and followed problems through to resolution.
  • Trained and regularly mentored staff on performance-oriented strategies and customer service techniques.
  • Established team priorities, maintained daily schedules and monitored performance.
  • Analyzed sales data to set quotas and assessed potential areas of growth.

Customer Support Representative

WorkCover Queensland
10.2018 - 07.2022
  • Connected with customers to address questions and resolve issues through phone, email and webchat services. (High volume contact centre)
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Resolved customer complaints by distinguishing, prioritising and reporting technical issues.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Processed insurance policy cancellations, renewals and updates quickly to meet call time targets.
  • Maintained strong knowledge of Workers Compensation and Rehabilitation Act 2003 and Work Health and Safety Act 2011 and medical terminology to better understand services and procedures.
  • Processed and recorded new policies and claims in line with company record keeping policy and privacy requirements.

Flight Attendant

Virgin Australia
01.2013 - 07.2018
  • Ensured safety and comfort of customers onboard aircraft.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Performed pre-flight cabin checks to maintain operational safety equipment.

Assistant Manager

Glassons
01.2011 - 01.2013
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.

Skills

  • Key Stakeholder Relationship Building
  • Documentation and Reporting
  • Vendor Negotiations
  • Data Collection
  • Complaint Resolution
  • Process Improvement
  • Customer Service Management

Certification

First Aid

CPR

Additional Information

PROFESSIONAL REFEREES


Andrew Canning - Director, Canning & Co Constructions

0410114110

apc77c@hotmail.com


Chanelle Michael - Service Manager, Baby Bunting

0410159506

chanelle12468@gmail.com


Aude Llagostera - Customer Service Manager, Workcover Queesland

0422217714

aude.llagostera@workcoverqld.com.au

Timeline

Customer Service Manager

Baby Bunting
01.2023 - 10.2023

Administration Manager

Canning & Co Constructions
09.2022 - Current

Customer Support Representative

WorkCover Queensland
10.2018 - 07.2022

Flight Attendant

Virgin Australia
01.2013 - 07.2018

Assistant Manager

Glassons
01.2011 - 01.2013

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Sophia Dunell