Carol Hodgson
Auckland
Summary
Accomplished in enhancing customer satisfaction and streamlining operations, my tenure at T&G Global showcased my expertise in CRM software and problem-solving abilities. By implementing strategic process improvements, I played a pivotal role in reducing overhead costs and elevating service excellence, demonstrating a commitment to achieving significant results and fostering strong customer relationships. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
HALLS GROUP
04.2024 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
Operations Administrative Assistant
Halls Group
09.2023 - 04.2024
- Maintained organized filing systems, allowing for quick retrieval of information when necessary.
- Assisted with budget management, tracking expenses and providing regular financial updates to the operations team.
- Reduced errors and increased accuracy in documentation with meticulous attention to detail and thorough proofreading.
- Coordinated travel arrangements for executives, optimizing schedules while minimizing costs where possible.
- Leveraged excellent interpersonal skills to build strong relationships with vendors, negotiating favorable contracts that benefited the organization financially.
- Assisted coworkers and staff members with special tasks on daily basis.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Head of Administration/Dispatcher Coordinator
TITUS TRANSPORT
10.2021 - 09.2023
- Collaborated with senior leadership to develop strategic plans aimed at achieving organizational objectives.
- Ensured compliance with industry regulations through diligent monitoring, reporting, and remediation efforts when necessary.
- Managed talent acquisition processes by establishing recruitment strategies designed to attract top-tier candidates.
- Led project management efforts for various initiatives ranging from technology implementation to facility renovations.
- Implemented comprehensive training programs for staff members, fostering professional growth and development.
- Established effective communication channels within the organization, enhancing collaboration and teamwork.
- Fostered strong stakeholder relationships both internally and externally through clear communication and proactive engagement.
- Supervised daily operations of the administration department, providing guidance and support to team members.
- Contributed significantly to overall company growth by successfully managing all aspects of administrative functions while maintaining a strong focus on customer service excellence throughout the organization.
- Negotiated contracts with external vendors and suppliers, securing favorable terms for the company.
- Maintained personnel records and updated internal databases to support document management.
- Coordinated office events, seminars and meetings for staff and clients.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Contributed to the development of company policies regarding dispatch operations, ensuring compliance with industry regulations and best practices.
- Championed process improvement initiatives within the department that led to measurable increases in efficiency, productivity, and customer satisfaction.
Hook Dispatcher
Green Gorilla / Trading as Kalista
01.2021 - 09.2021
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
- Monitored vehicle locations to coordinate timely arrivals.
- Answered phone calls and responded to customer emails.
- Assisted in resolving customer complaints and grievances.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Assistant Transportation Manager
Reclaim Recycling NZ
07.2019 - 10.2020
- Organized driver training programs to ensure compliance with industry regulations and maintain a skilled workforce.
- Improved fleet maintenance scheduling by implementing a proactive tracking system, leading to increased vehicle longevity and decreased downtime.
- Coordinated with warehouse staff for efficient loading and unloading of shipments, streamlining the overall transportation process.
- Collaborated with customer service representatives to address client concerns promptly, ensuring high satisfaction levels and maintaining long-term partnerships.
- Managed special projects involving complex logistics or high-priority goods, ensuring successful delivery and exceeding client expectations.
- Analyzed data on transportation operations to identify areas for improvement, implementing changes that led to increased efficiency and productivity.
- Developed strong relationships with vendors and carriers to negotiate better pricing and improve service levels.
- Reviewed contracts with third-party logistics providers to ensure compliance with company policies and industry standards.
- Oversaw team of 27 drivers by reviewing performance to promote timely and efficient deliveries and operations.
- Communicated with customer service and sales teams to improve productivity and service ratings.
- Reviewed and negotiated contracts with carriers to optimize shipping costs.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
- Prospected for leads to build pipeline and convert to sales opportunities.
- Enhanced communication between drivers and dispatchers by implementing a centralized system for real-time updates, leading to improved route efficiency.
Administrative Operations Manager
PAVLOVICH TRANSPORT AND COACHLINES
01.2018 - 07.2019
- Maintained accurate records of department expenses, facilitating timely reimbursements and accurate budget tracking.
- Managed inventory control processes, reducing overhead costs associated with excess stock or resource shortages.
- Developed relationships with key stakeholders in various departments to facilitate collaboration on shared objectives.
- Negotiated advantageous contracts with vendors, securing cost-effective services for the organization.
- Implemented effective communication strategies within the organization, ensuring information was shared efficiently between departments.
- Managed budget planning and forecasting, leading to better financial decision-making and resource allocation.
- Improved employee morale with regular team building activities, resulting in increased productivity.
- Successfully managed multiple high-priority projects simultaneously while maintaining attention to detail and meeting deadlines.
- Implemented performance management systems to track employee progress and set clear expectations for success.
- Supervised cross-functional teams, fostering a collaborative work environment that drove positive results.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Head of Administration/Dispatcher Coordinator
Foodstuffs North Island
05.2017 - 10.2017
- Collaborated with senior leadership to develop strategic plans aimed at achieving organizational objectives.
- Managed talent acquisition processes by establishing recruitment strategies designed to attract top-tier candidates.
- Ensured compliance with industry regulations through diligent monitoring, reporting, and remediation efforts when necessary.
- Championed process improvement strategies that resulted in streamlined workflows and increased efficiency across departments.
- Fostered strong stakeholder relationships both internally and externally through clear communication and proactive engagement.
- Reduced overhead costs through effective resource management and budgeting practices.
- Oversaw facilities management efforts, ensuring a safe and comfortable work environment for employees.
- Negotiated contracts with external vendors and suppliers, securing favorable terms for the company.
- Maintained personnel records and updated internal databases to support document management.
- Created reports, presentations and other materials for executive staff.
National Customer Service & Sales Support Manager
T&G Global
12.2015 - 03.2017
- Organized promotional events and interacted with community to increase sales volume.
- Developed solutions to sales challenges and maximized business opportunities.
- Attended multiple retailer and distributor product and sales training events to consistently increase product knowledge.
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
- Exceeded quarterly targets consistently through close collaboration with the sales team on account strategy development and execution.
- Assisted in market research initiatives that informed strategic decision-making for product development and pricing adjustments.
- Successfully managed high-stress situations, such as product shortages or major customer complaints, by coordinating resources and collaborating effectively with various teams to resolve issues promptly.
- Streamlined order processing by automating routine tasks, improving accuracy, and reducing turnaround time.
- Increased sales revenue by implementing effective support strategies and streamlining processes for the sales team.
- Played a crucial role in closing high-value deals by providing data-driven insights and targeted recommendations to the sales team.
- Spearheaded a successful CRM system migration project that improved data accuracy, reporting capabilities, and overall efficiency within the department.
- Championed the adoption of new technology tools within the department to streamline communication and enhance overall productivity.
- Reduced customer churn by proactively addressing concerns and developing tailored solutions that met client needs.
- Managed a high-performing sales support team, providing guidance, mentorship, and performance evaluations to drive success.
- Regularly communicated results from KPI tracking to senior management for informed decision-making related to resource allocation, staffing levels, or other critical initiatives impacting company growth potential.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed accounts to retain existing relationships and grow share of business.
Head of Administration/Transportation Dispatcher
T&G Global
09.2013 - 12.2015
- Reduced overhead costs through effective resource management and budgeting practices.
- Led project management efforts for various initiatives ranging from technology implementation to facility renovations.
- Enhanced employee satisfaction levels by proactively addressing concerns and creating a positive workplace culture.
- Managed financial resources for the department, ensuring optimal allocation and cost-saving measures.
- Worked with all metro drivers for outbound and inbound freight
- Prepared all documentation to ensure seamless service
- Negotiated contracts with external vendors and suppliers, securing favorable terms for the company.
- Provided data-driven insights into operational performance by conducting regular analyses on key metrics.
- Supervised daily operations of the administration department, providing guidance and support to team members.
- Coordinated office events, seminars and meetings for staff and clients.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Developed strong relationships with clients through proactive communication and problem-solving support.
- Manage small accounts within the Transport Portfolio
- Provided excellent customer service and support to all internal and external stake holders
- Provided quarterly reports to senior managements
Education
No Degree - Christian Studies
Worship Leading - Christian Studies
Pathways Mission And Bible College02.2010
No Degree - Preaching - Christian Studies
Pathways Mission And Bible College
Greenlane, NZ02.2009
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
- Customer Response
- Sales Support
- Customer service excellence
- Attention to Detail
- Problem-Solving
- Customer Service
- Problem-solving abilities
- Customer Communication and Empathy
- Support Services
- Highly Professional
- Organizational Skills
- Active Listening
- Tracking and Documentation
- Incoming Call Management
- Database Management
- Service Desk Team Management
- Desktop support
- Customer Needs Assessment
- Service Schedule Coordination
Timeline
Customer Support Specialist
HALLS GROUP
04.2024 - Current
Operations Administrative Assistant
Halls Group
09.2023 - 04.2024
Head of Administration/Dispatcher Coordinator
TITUS TRANSPORT
10.2021 - 09.2023
Hook Dispatcher
Green Gorilla / Trading as Kalista
01.2021 - 09.2021
Assistant Transportation Manager
Reclaim Recycling NZ
07.2019 - 10.2020
Administrative Operations Manager
PAVLOVICH TRANSPORT AND COACHLINES
01.2018 - 07.2019
Head of Administration/Dispatcher Coordinator
Foodstuffs North Island
05.2017 - 10.2017
National Customer Service & Sales Support Manager
T&G Global
12.2015 - 03.2017
Head of Administration/Transportation Dispatcher
T&G Global
09.2013 - 12.2015
No Degree - Christian Studies
Worship Leading - Christian Studies
No Degree - Preaching - Christian Studies
Pathways Mission And Bible College
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