Cellina Mclauchlan
Papatoetoe,AUK
Summary
Hi, I am Cellina. I am Mother to two grown children and I have adopted 3 cats from Rescue homes. I enjoy studying my hobbies, art, travel and nature. I am also involved in charity work, which I enjoy.
I am a bright bubbly person who likes to be positive. I have worked in the Customer Services Industry for over the past 20 years and have gained many skills along the way.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Kitchen Things (Jones Family Business)
Penrose , Auckland
04.2022 - 01.2025
- Reception duties while in the office including the handling of Customer enquiries face to face. Invoicing/taking payments via eftpos for sales orders and the distribution of incoming couriers
- The management of cases and handling of customer enquiries via email in the CRM system
- Answer customer enquiries via phone in a call center style environment in regard to Finished Goods/Service and Parts
- Queue Management and the assigning of CRM cases to the team accordingly.
- Assisting customers with a broad range of enquiries including product enquires, confirming appointment times for Service, providing technical data and taking sales orders.
- Upselling to customers where possible.
- Processing of Sales Orders/Invoicing/Credit Notes via Jiwa Management System.
- Process warranty claims and organize the replacement of small goods for customers via Jiwa Management System.
- Run and manage spare parts back-order reports.
- The booking of warranty jobs for customers via Authorized Service Agents.
- The handling of customer complaints/escalations.
- Freight track and trace and the booking of courier returns via Go Sweet Spot.
- Light warehouse duties including stock checks and pick/packing of parts orders.
- Networking with other divisions of the business accordingly including Branches and Commercial Support.
- The use of Retail Plus to reprint invoices and check stock.
- Staff training and mentoring.
- Basic Team Leader duties (as a fill in).
Customer Service Representative
Smith and Smith Glass (Belron Group)
Penrose , Auckland
10.2009 - 02.2022
- Take inbound calls from customers and making outbound calls.
- Identify car types and the correct body glass for that year/make and model
- Book jobs into the Branch Planner.
- Organize urgent glass runs.
- Stock transfers
- Providing Cash quotes for customers.
- Networking with Insurance Companies.
- Adhering to KPI’s set by the business and reaching SLA targets.
- Data entry and invoicing.
- Involvement in Process Change.
- Handling Customer Complaints.
Customer Service Representative
Industrial Lubricants
East Tamaki, Auckland
11.2005 - 05.2008
- Process sales orders via fax/phone and email using SAP.
- Handling of customer enquiries.
- Freight track and trace.
- Sales support.
- General Admin – a/c set ups, price loading, ordering stationery.
- Daily banking and mail.
- Placing purchase orders.
- Processing credits/recharges.
- Running invoices/statements.
- Accounts reconciliation – receivable.
Despatch Clerk
Jewelmarketing NZ
Mangere Bridge
03.1997 - 04.2000
- Various tasks.
Despatch Clerk
Kalamazoo
Airport Oaks
01.1993 - 05.1997
- Various tasks.
Telephonist/Repairs Agent
Housing Corporation
Manukau
01.1990 - 02.1993
- Various tasks.
Education
High School Diploma -
Aorere College
Papatoetoe, NZ12-1990
Skills
- Customer service
- Sales order processing
- Invoicing procedures
- Problem solving
- Email management
- Understanding customer needs
- MS office
- Teamwork and collaboration
Certification
- Full NZ Drivers License.
Referees
- Mona Raza - (Former Team Leader) - Kitchen Things. Ph: 02102556330
- Rima Ruua - (Former Team Leader) - Smith and Smith Glass. Ph: 021723931
Timeline
Customer Service Representative
Kitchen Things (Jones Family Business)
04.2022 - 01.2025
Customer Service Representative
Smith and Smith Glass (Belron Group)
10.2009 - 02.2022
Customer Service Representative
Industrial Lubricants
11.2005 - 05.2008
Despatch Clerk
Jewelmarketing NZ
03.1997 - 04.2000
Despatch Clerk
Kalamazoo
01.1993 - 05.1997
Telephonist/Repairs Agent
Housing Corporation
01.1990 - 02.1993
High School Diploma -
Aorere College
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