A passionate customer advocate, I listen to and learn from customers to improve business communications, processes, and results. With my broad work experience in Customer Service, Marketing, and Operations, I work effectively with different departments to find solutions that add value to customers, staff, and stakeholders.I genuinely enjoy working with people and am motivated by the opportunity to make a positive difference in someone’s day, focusing on positive solutions for both the customer and the company. I thrive on responsibility in a fast-paced environment and enjoy managing projects to completion. I am currently completing a Bachelor of Business through Open Universities and Swinburne University to formalise what I have learned during the course of my career. Career highlights include:magic.al:- Working as part of a small start-up team on a new shopping app, I grew Facebook followers from less than 100 to over 6,500 on a very small budget.- Created a Christmas marketing campaign with ARN (Kiss FM) to promote magic.al to new audiences, achieving a 12 x increase in weekly sign-ups.- Collaborated with a creative agency on a new logo, look and feel, and functionality of the app.- Self-learned new platforms to communicate messaging including MailChimp, Canva, Vyond, and promo.com.Depreciator:- Learned the intricacies of claiming depreciation on domestic and commercial properties, as well as new systems and processes.- Created surveys for quantity surveyors and staff to capture their qualifications, work experience, and work from home experiences. TVSN:- Customer engagement: loyalty program tiers increased on average 3.5%-4% on a monthly basis and take-up of email offers to flagging customers an average of 14%.- Initiated a style guide for consistent communication to customers and provided training and ongoing support for new and existing staff to encourage a customer-focused experience.- Introduced a Gift Card, allowing customers to purchase a gift card for friends and family.- Part of operational launch teams for Free to Air platform and expansion to New Zealand, responsible for customer collateral and shipment and return processes, working with service providers to align TVSN values with actual customer experiences.- Inventory management: reduced out of stocks and pick/pack errors by 50%.- Reduced customer return rate by 13% after the first year of updated returns policy, and time to enter a return by half.- Won Customer Service Industry Association Best Call Centre - NSW, 2001.
Listed skills include Customer Service, Customer Engagement, Customer Experience, Customer Loyalty Management, and 17 others.
