Storme Merrylees
Berkeley Vale,NSW
Summary
Accomplished and results-driven professional with a comprehensive background in customer service, sales, marketing, and national management. Proven expertise in driving business growth, optimizing customer experience, and leading teams to exceed KPIs across diverse industries. Specializes in streamlining processes for efficiency and speed, with a strong focus on developing relationships and cultivating partnerships to drive business growth. Committed to upholding high ethical standards and improving organizational performance through strategic business analysis and innovative solutions.
Overview
16
16
years of professional experience
Work History
Direct Sales & Customer Experience Manager
Linde Material Handling Australia
2024.01 - Current
- Leading a national team managing direct sales and overseeing customer experience across national operations, developing strategies that enhance customer satisfaction and lead to significant improvements in business outcomes.
- Implemented a streamlined feedback system to enhance customer satisfaction, including managing and reporting on the Net Promoter Score (NPS) nationally, using customer feedback to identify areas of improvement and inform strategic decisions.
- Oversee and manage all customer complaints registered with the company, ensuring each issue is addressed promptly and effectively to maintain trust and uphold the company’s reputation for excellence.
- Reduced response times to customer inquiries by optimizing support channels and established cross-functional teams to enhance communication between departments, resulting in improved customer experiences.
- Collaborated with marketing teams to ensure that messaging and promotions align with customer needs and expectations, managed escalated customer issues promptly, maintaining positive relationships and ensuring timely resolutions.
- Conducted regular performance reviews with team members, fostering professional growth and development, and implemented data-driven strategies to continuously refine the customer journey.
- Fostered strong relationships with internal stakeholders to ensure alignment with corporate objectives and to enhance overall business performance.
Direct Sales Supervisor
Linde Material Handling Australia
2022.10 - 2024.01
- Supervisor of a national sales team, handling customer enquiries through digital channels, working closely with Procurement, Marketing and
- Increased sales revenue by implementing effective direct sales strategies and conducting regular team training sessions.
- Managed a team of direct sales representatives, ensuring consistent achievement of individual and team goals.
- Coordinated territory assignments for maximum coverage and efficiency, leading to improved sales results.
- Implemented performance tracking systems to monitor progress towards targets, enabling proactive management of underperforming team members.
- Optimized sales processes by identifying bottlenecks and streamlining operations, ultimately increasing productivity.
- Collaborated with marketing teams to create targeted promotional materials that effectively communicated product benefits to potential customers.
Customer Solutions Representative
Linde Material Handling
2022.01 - 2022.10
- New team designed to handle enquires on a national level through online enquires and live chat
- Played a pivotal role in centralizing customer service operations nationally, enhancing process efficiency.
- Managed and responded to customer enquiries through various digital platforms, maintaining high service standards.
- Streamlined communication channels for customers by implementing new CRM tools, improving response time and overall service quality.
- Facilitated order processing, ensuring accurate and timely delivery of products to customers, resulting in repeat business.
- Served as point of contact for customers during all stages of the sales process, maintaining clear communication lines and ensuring client satisfaction.
Marketing Administration Assistant
Royal Wolf Trading
2019.07 - 2022.01
- Managed real-time online customer inquiries through Live Chat, providing immediate responses, pricing information, and formal quotes.
- Coordinated content management for the website and social media platforms, ensuring accuracy and up-to-date information.
- Managing an annual open footy tipping competitions across Super Rugby, AFL, and NRL in 2019 and 2020, enhancing customer engagement and brand visibility.
- Supported marketing initiatives by assisting in event organization, promotional gear ordering, and contributing creative ideas for marketing promotions and product launches.
- Facilitated smooth operations by interacting with vendors and contractors, overseeing orders, and directing activities to ensure compliance with project specifications.
- Enhanced departmental efficiency by creating and maintaining comprehensive administrative processes and procedures, and handled invoicing and accounts receivables investigations to ensure financial accuracy.
Supply Chain Officer
Royal Wolf Trading
2019.01 - 2019.07
- Delivered 'first choice' customer service to both external and internal stakeholders, enhancing support for the National Customer Centre and Supply Chain teams through accurate and efficient information management and data entry.
- Managed administrative tasks including raising Purchase Orders, verifying invoices, fleet management, preparing hire agreements, creating invoices, and issuing credits.
- Ensured precise data entry into Navision and Moveware systems, particularly for New Build orders and Third Party sub-lease units.
- Collaborated with Operations Managers to maintain mobile plant and equipment according to the service register and ensured all safety documentation, manuals, and safe work procedures were up-to-date and compliant.
Customer Service Officer
Royal Wolf Trading
2017.05 - 2019.01
- New centralised team, handling high-volume digital and live chat inquiries nationally across the website and social media platforms.
- Developed and implemented centralized processes, and played a key role in creating training manuals and instructing new staff on CRM systems.
- Responded promptly to online inquiries, delivering an average of 20-30 formal quotes daily with a KPI response time of 30 minutes, enhancing customer engagement and satisfaction.
- Processed large orders for various shipping container products, including custom modifications, taking payments, and managing contracts efficiently.
- Performed daily administrative duties including lead follow-up, contract closures, and updates to existing contracts, ensuring accuracy and prompt customer service.
- Contributed positively to team dynamics by maintaining a focus on high-quality customer service and satisfaction.
Sales Coordinator
Wideline Windows & Doors
2015.10 - 2017.05
- Managed four major builder accounts, ensuring precise coordination and fulfillment of large-scale projects.
- Provided detailed quotes for extensive estates, carefully considering glass energy, acoustic, and fire ratings for windows and doors.
- Organized production schedules and delivery for complete site jobs, ensuring timely and accurate fulfillment of windows and doors.
- Addressed warranty issues, managed resolutions for products damaged on site or missing, enhancing customer satisfaction.
- Utilized strong negotiation skills with builders to agree on timeframes and costs, effectively balancing client needs with company capabilities.
- Coordinated services for the installation of products, and handled the pickup and replacement of faulty or incorrect windows.
Customer Service Officer
Zurich Insurance
2013.09 - 2015.09
- Gained diverse experience through an internal move within the first year, enhancing understanding of various insurance products, procedures, and working environments.
- Delivered customer-focused sales and service, handling an average of 75-100 calls per day.
- Processed and inputted data for Compulsory Third Party (CTP) green slips, ensuring accuracy and compliance.
- Developed and maintained relationships with both external clients and internal teams, fostering collaboration and mutual support.
- Executed various administrative tasks, provided detailed information on products and policies, and fulfilled customer requests proficiently.
- Trained new staff, contributing to team knowledge and performance improvement.
- Acted as a liaison between the customer service and claims teams, streamlining communication and enhancing service delivery.
Waitress/Bar & Barista
Mingara Lesiure Centre
2012.11 - 2014.10
- Provided comprehensive service in the Events sector, organizing and delivering services for various events.
- Performed waitress, bar, and barista duties across multiple areas including the Indigo Restaurant and gaming floor.
- Executed opening and closing duties, and enforced Responsible Service of Alcohol (RSA) and Responsible Conduct of Gambling (RCG) standards.
Sales Assistant
Erina and Tuggerah
2008.11 - 2013.01
- Managed daily operations including opening and closing duties.
- Achieved KPI targets through effective merchandising and promotions.
- Delivered exceptional customer service, managed inventory, and processed transactions.
Waitress/Bar & Barista
Gourmet Pizza Kitchen, GPK
2010.01 - 2012.01
- Managed bar operations on busy nights, prepared drinks, and served customers in a fast-paced, family-oriented restaurant.
- Handled food preparation, maintained workplace health and safety standards, and performed open and close duties.
Education
Certificate IV in Leadership And Management -
TAFE - OTEN - Distance Education
12.2024
Rotary Cross Cultural Youth Exchange Program -
Gymnasium Carolinum
01.2009
Higher School Certificate -
Lisarow High School
01.2008
Skills
- Advanced Communication Skills: Proficient in both verbal and written forms, with a strong capacity for effective stakeholder engagement and interpersonal communication.
- Technical Proficiency: High-level computer skills, including expertise in Microsoft Office Suite (Excel, Word, PowerPoint), Microsoft Teams, Salesforce CRM, and various other CRM and backend systems.
- Data Management and Analytics: Skilled in data entry, analytics, and strategic business reporting; adept at leveraging data to drive decision-making and performance improvements.
- Leadership and Team Management: Advanced leadership abilities, experienced in team leadership, training, mentoring, and the onboarding of new staff. Proven track record of managing cross-functional teams and developing engagement strategies.
- Sales and Customer Relationship Management: Deep knowledge of digital channels, account management, and customer relationship management, with a focus on meeting high-volume demands and exceeding KPIs.
- Operational Excellence: Expertise in writing procedure manuals, optimizing operational processes, and enhancing overall organizational efficiency.
- Strategic Planning and Analysis: Strong problem-solving skills with a proficiency in financial and performance management, complemented by a background in strategic business analysis.
- Regulatory and Process Understanding: Comprehensive understanding of policy wording, processes, and compliance requirements.
Timeline
Direct Sales & Customer Experience Manager
Linde Material Handling Australia
2024.01 - Current
Direct Sales Supervisor
Linde Material Handling Australia
2022.10 - 2024.01
Customer Solutions Representative
Linde Material Handling
2022.01 - 2022.10
Marketing Administration Assistant
Royal Wolf Trading
2019.07 - 2022.01
Supply Chain Officer
Royal Wolf Trading
2019.01 - 2019.07
Customer Service Officer
Royal Wolf Trading
2017.05 - 2019.01
Sales Coordinator
Wideline Windows & Doors
2015.10 - 2017.05
Customer Service Officer
Zurich Insurance
2013.09 - 2015.09
Waitress/Bar & Barista
Mingara Lesiure Centre
2012.11 - 2014.10
Waitress/Bar & Barista
Gourmet Pizza Kitchen, GPK
2010.01 - 2012.01
Sales Assistant
Erina and Tuggerah
2008.11 - 2013.01
Certificate IV in Leadership And Management -
TAFE - OTEN - Distance Education
Rotary Cross Cultural Youth Exchange Program -
Gymnasium Carolinum
Higher School Certificate -
Lisarow High School
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