Steffi Chapman
Perth,WA
Overview
11
11
years of professional experience
Work History
Business Owner/Operator
Lovell’s Flowers 4 You
10.2017 - 11.2022
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Monitored staff performance, providing final-say assessment over inquiries.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Led screening, hiring and staff scheduling to maintain compliance with group goals.
- Trained and motivated employees to perform daily business functions.
- Employed prompt decision-making and in-depth research to resolve issues.
- Served as principal stakeholder over organization's complete operations.
- Oversaw end-to-end business processes to maintain proficiency and profitability.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Served as primary point-of-contact with suppliers and contractors to achieve inventory expectations.
Bank Teller
TSB Bank
01.2016 - 01.2017
- Logged cashier's checks and other transactions to maintain accurate account records.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Maintained accurate records of customer transactions in line with bank procedures.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Audited fellow teller currency to contribute to dual-control procedures.
- Placed orders for customer checks and verified starting numbers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Counted and packaged currency and coins.
- Sold and cross-sold bank products to new and existing customers.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Turned in excess cash to maintain drawer security.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Assisted with training of new tellers on policies and procedures.
Account Manager
KCE
05.2014 - 12.2016
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Negotiated prices, terms of sales and service agreements.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Kept detailed records of daily activities through online customer database.
- Attended monthly sales meetings and quarterly sales trainings.
- Contributed to team objectives in fast-paced environment.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Presented professional image consistent with company's brand values.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Quoted prices, credit terms and other bid specifications.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Consulted with businesses to supply accurate product and service information.
- Developed and implemented strategies to increase client retention.
- Built relationships with customers and community to promote long term business growth.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Customer Service Representative
KCE
03.2012 - 05.2014
- Tracked customer service cases and updated service software with customer information.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Promptly responded to inquiries and requests from prospective customers.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Handled customer inquiries and suggestions courteously and professionally.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
- Updated account information to maintain customer records.
Education
Certificate In Business -
Southern Institute Of Technology
2017
High School Diploma -
New Plymouth Girls High School
New Plymouth, Taranaki2014
Skills
- Business Planning and Strategy
- Personnel Management
- Vendor Relationships
- Complex Problem-Solving
- Critical Thinking
- Strategic Business Planning
- Merchandising and Display
- Product Selection
- Inventory Management
- Processing Procedures
- Efficient Service
- Account Verification
- Time Management
- Account Management
- Staff Management
- Business Development
Accomplishments
2023 Winner of the Specialty Store Top Shop Taranaki
Software and Program Experience
• Xero - Business
• Gentrack Software
• Banking Software
• Microsoft Office
Timeline
Business Owner/Operator
Lovell’s Flowers 4 You
10.2017 - 11.2022
Bank Teller
TSB Bank
01.2016 - 01.2017
Account Manager
KCE
05.2014 - 12.2016
Customer Service Representative
KCE
03.2012 - 05.2014
Certificate In Business -
Southern Institute Of Technology
High School Diploma -
New Plymouth Girls High School
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