Customer Service Sales
Resume:
Mona El-Hassan
****.********@****.***
Career Statement
Over 20 years extensive experience in PA, Office Administration, Account Management, Administrative Support and Customer Service roles for major corporate and Government departments. An adaptable, positive, solution focused and result driven team player, with strong organisational skills. Hard working and single-minded in achieving professional and, personal goals. A proactive and energetic Administrator with strong customer focus proven negotiation and administrative skills, a keen desire to succeed and excel as within a dynamic company.
Courses & Skills Summary:
Microsoft Outlook Applications, Microsoft Package
Bankstown Community College
Receptionist Skills, Young Secretarial Program
Australian Institute of Management
Computer literate, keen to embrace new technology.
Intermediate computer skills (MS Word, Excel, PowerPoint/Outlook/Sap/Netsuite)
AS400
Filemaker Pro
Superior phone skills, Telemarketing
Good team player and leadership skills
Outstanding time management skills
Excellent relationship building and communication skills
eProcurement
Sabre (Travel)
CRM
Different in-house systems.
OCT 2014 – AUG 2015
Teleflex Medical (Mascot NSW, Australia) Customer Service Associate
• Effective communication with health care professionals on the
company’s product range.
• Draft appropriate responses to consumer queries/ concerns via phone,
mail, fax or email according to company procedures and guidelines.
• Recommend suitable products according to consumer requirements and
preferences.
• Collecting and conveying feedback from consumers on product faults/
new products/ product upgrades to manufacturing.
• Receive and process orders of Teleflex medical products from order
entry to dispatch.via phone, fax or email using SAP.
• Process product returns and credits as per company policy.
• Follow up on orders with the warehouse and update the customers.
• Accommodate customers’ special requests on urgent deliveries etc.
• Maintenance and updating of customer service database.
• Set up, manage, update invoices, delivery documents and backorder
files
• Efficient tracking & updating of all customer service department documents.
• Archiving of files according to company guidelines.
• Identify and implement process improvement within the customer
service environment.
• Liaise with couriers with respect to deliveries.
JUNE 2012 – OCTOBER 2014
Elan Polo - Footwear wholesaler
Sales and Marketing - Administrative Assistant/PA to the Head of Athletic Division for Mitre
Key Responsibilities:
Prioritise my daily duties and provide high level of administrative support to the Head of Athletics Division by:
Coordinate travel and accommodation bookings domestic and International.
Liaise with internal and external stake holders and buyers
Manage and process expense reimbursements, American Express monthly statements.
Answering and managing incoming and outgoing emails with overseas and internally, for price quotes/ specs before production to ensure deadlines are met on time.
Sample tracking schedule
Auditing process
Testing reports for production materials
Chasing up Inspection reports
Completion of weekly sales reports
Coordinate catering for staff and visitors meetings, lunches and dinners
Other Ad-hoc requirements from management
Key Achievements:
Completion of the weekly ladder reports (sales reports) on time.
Meeting deadlines for order processing, production and following necessary processes to ensure customer’s expectations (buyers) are met.
Good time management skills, ensuring most critical tasks are addressed as priority.
Ability to multi task many projects at the one time.
Maintaining a positive & flexible attitude under pressure and the ability to multi-task at all times.
TEMPING ROLES:
September - October 2015
Administrative Assistant – Kia Motors HR Department
March – May 2012
Customer Care Representative – (Speciality Fashion Group)
December 2011 – January 2012
Recruitment Consultant - (Starlight Recruitment)
September 2011 – October 2011
Recruitment Support Officer for Businesslink NSW Pty Ltd
Responsibilities:
Business travel through SAP
Relieving reception
Process invoices through SAP
Fund commitments/Payment request through SAP
Working with HR for any Corporate events
Answer calls from customers re store locations queries, stock enquiries, contact detail updates, customer complaints and other enquiries.
Answer calls from stores about customer transaction history, stock on hand, reward voucher queries and updating customer details
Respond to emails from customers and stores
Support other team members as needed
Culling applicants for a variety of roles – end to end, including phone interview, and short listing candidates for the client
Interview candidates
Liaising with the client re their candidate requirement
Organising interviews
Providing feedback to candidates post interview results
Advise candidates of interview process, procedures and coaching candidates on interview techniques
Interviewing referees for Foster Care applicants
Conduct and complete probity checks
Ensuring KPI’s are met
SEPTEMBER 2001 TO AUGUST 2011 AUSTRALIA POST
Employed in several roles within the company over the past 10years.
May 2009 – August 2011 Australia Post
Account Manager for Small Medium Enterprise
Key Achievements:
Identified new business opportunities to up sell Australia Post products and services, when making contact with my customers during campaigns also when renewal of their business contracts were due.
Promptly solved service delivery failures or other issues, by consistent follow up and monitoring that resulted in maintaining customer satisfaction on an ongoing basis.
Developed a personal follow-up schedule and a system to ensure all contracts were received on time. This ensured that 100% of clients maintained their contract rates and scheduled delivery without interruption of their business.
Maintaining a portfolio of 600 customers and adding business to any opportunity when making contact with customers.
Building and maintaining rapport with business customers.
Sep 2007 April 2009
Team Leader – Customer Contact Centre for Small Medium Enterprise customers
Key Responsibilities:
Managed a team of 10 to ensure that each member was motivated and empowered to resolve queries at first point of contact.
Deliver call centre KPI’s and service delivery-achieving our Grade of Service (GOS). Minimising escalations to the Team Leader ensuring customer satisfaction and positive outcome for both Australia Post and customer.
Monitor team adherence to Contact Centre operating standards, Australia Post policies and procedures.
Key Achievements:
Introduced team activities that helped minimized stress levels and improve staff moral which resulted in a 25% reduction of sick leave days.
Reduced a significant number of escalated calls from 50% to 15% by providing effective coaching and feedback to team members.
Implemented a program to motivate the team to increase the service standard from 60% calls answered to 80% calls answered within 20 seconds.
April 2007 – Sep 2007
Customer Service Officer - Post Business Direct (Stationary Sales)
Key Achievements:
Consistently exceeded sales targets and KPI’s at the end of each month.
Developed new business by cross selling Australia Post products and increased revenue by 30% for the team.
Formulated a spreadsheet to follow up with profiled customers every three months, advising them of any campaigns encouraging them to place orders.
Increased sales were achieved during the campaigns
Feb 2006 – Mar 2007
Personal Assistant to Commercial Sales Manager/Personal Assistant to National Corporate Accounts Manager and Group
Key Achievements:
Provide seamless administrative support for 55 staff members, 2 Managers and 4 Executive as required.
Sourced, compared and negotiated with various catering providers for exceptional cuisine within our budget to keep costs down.
Was responsible for providing stationery and equipment through eProcurement for the entire department always keeping within budget by researching various suppliers.
Feb 2001 - Dec 2005
Customer Service Officer – Consumers
Key Achievements:
Consistently managed to resolve issues at the first point of contact
Regularly received positive feedback from customers and managers
Maintained a positive and flexible attitude under pressure and the ability to multi-task
Sales – Myers, David Jones and Alders Duty Free
Promotional and sales work for leading cosmetics and perfumery brands. Working against KPI’s and targets.
References available upon request
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