Vicki Franck
Mill Park,VIC
Summary
Results-driven Administration Coordinator with over 10 years in medical products, technical support, and EV charging solutions. Skilled in building client relationships, resolving issues, and enhancing customer satisfaction. Focused on supporting teams, streamlining processes, and delivering high-quality service across various communication channels.
Overview
10
10
years of professional experience
Work History
Aftersales & Service Coordinator
JET Charge
Port Melbourne, VIC
01.2024 - Current
- Coordinated service requests and inquiries from customers and partners.
- Coordinated delivery of services to clients, ensuring timely and efficient support.
- Managed scheduling of service appointments for technicians and field staff.
- Handled incoming calls and inquiries from customers regarding services offered.
- Collaborated with the technical team to resolve customer issues efficiently.
- Liaised between client and technician to keep parties fully informed.
- Maintained accurate records of service interactions and customer feedback.
- Communicated effectively with stakeholders to ensure alignment on service goals.
- Assisted in implementing process improvements for service delivery workflows.
- Followed up with technicians and managers to receive and communicate status updates.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Provided timely feedback to management on service failures and customer concerns.
- Addressed and resolved client complaints and issues in a timely manner.
- Worked closely with other departments within the company to ensure successful completion of projects.
- Confirmed completed or closed work order by reviewing notes and following up on pending items.
Administrative Assistant
Medshop
Preston, VIC
11.2016 - 09.2023
- Provided administrative support across Sales, Purchasing, Warehouse, and Accounting.
- Streamlined tasks and processes to enhance operational efficiency.
- Trained new staff in processes, systems, and first‑contact resolution best practices.
- Conducted preliminary interviews and assisted with recruitment of new representatives.
- Maintained KPIs and ensured seamless returns, exchanges, and product recalls.
- Resolved complaints promptly and effectively.
- Provided high‑quality responses to escalated customer enquiries.
- Cultivated customer relationships, enhancing loyalty and encouraging repeat business.
- Coordinated with warehouse teams to ensure timely order dispatch.
- Worked closely with Purchasing to minimise backorders.
- Managed procurement of pharmaceuticals and vaccines for key customers.
- Liaised with suppliers to expedite customer repairs and replacements.
- Oversaw warranty returns and claims across multiple platforms, implementing preventive measures to reduce future claims.
- Worked with warehouse teams to improve accuracy and prevent issues such as incorrect bin picks or expired stock.
- Developed new processes and Sales Operating Procedures (including a revised returns process).
- Conducted needs analysis and presented value‑driven product solutions.
- Prepared ad hoc quotations for clinic and GP consulting room upgrades.
Education
High School Diploma -
Capricorn High School
South Africa12-1990
Skills
- Expertise in leading and supporting teams to increase productivity
- Strong customer service focus with a passion for first‑contact resolution
- Excellent troubleshooting and problem‑solving skills; able to identify root causes and provide effective solutions
- Skilled communicator with experience liaising across departments and with international partners
- Ability to develop, optimise, and document processes to improve efficiency
- Experience in technical support and product knowledge across medical and EV charging sectors
Timeline
Aftersales & Service Coordinator
JET Charge
01.2024 - Current
Administrative Assistant
Medshop
11.2016 - 09.2023
High School Diploma -
Capricorn High School