Summary
Overview
Work History
Skills
Timeline
Generic

Josephine Travers

Tauranga

Summary

I consider myself to be a dedicated, compassionate, and hard-working individual excelling in forming close client relationships and independent work. Strong problem-solving and management skills, leading staff with a "can do" attitude. A team player who brings out the best in others, always determined to benefit the company with a willingness to please.

Overview

23
23
years of professional experience

Work History

Customer Service Manager

Stoney Creek
04.2019 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Created and reviewed invoices to confirm accuracy.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
  • Collaborated with IT department to streamline customer data management.
  • Worked closely with Clients to improve ordering systems.
  • Processed credits and correct incorrect invoices.
  • Processing payments of orders.

Customer Service/Support Rep

BUPA – Securely Medical Alarms
06.2017 - 12.2018
  • Updated client information via phone incoming phone calls from clients and family members, e.g away notices, cancellations, payments holds, medical alarm details, transport and key hide information and EC updates.
  • Assisted clients with alarm issues, e.g flashing lights, testing alarm units and pendants, powering on and off alarms, pairing and de programming pendants, turning on and off different features, assisting with lock box issues.
  • Assisted the Sales Reps with customer information, completing service calls and home visits.
  • Arranged technicians to attend and repair / replace alarm units and pendants. Chasing up to see outcomes from the techs and updating new alarm details into the system.
  • Programmed pendants to alarms and sending alarms, pendants, chains, straps and lockboxes out to clients or family members.
  • Ran reports for the sales reps for overdue home visits, cancellations or contracts that have not been received into the office.
  • Checked new contracts and amended contracts to make sure all information and payment details are correct, updating the contract to the clients file.
  • Created new clients.
  • Created Home visits, service and cancellations.
  • Called clients to check if they have received items that have been sent or following up on cancellations.
  • Assisted Sales Reps over the phone with alarm issues.
  • Worked closely with the alarm monitoring station in regards to al client’s needs and information.
  • Entered assist events
  • Daily dispatching for company orders.

Dispatch Manager/Customer Service Rep

SHOWTV
01.2014 - 04.2017
  • Dispatched orders for phone/internet orders through Magento computer system.
  • Dispatched deliveries for home show customers.
  • Invoice orders.
  • Created new invoice for customer in Trade Gecko computer system.
  • Opened returns / send replacement products.
  • Made courier labels via Fastway Couriers for all New Zealand orders.
  • Dealt with all customer inquiries and complaints (via phone, email and in person).
  • Took all incoming calls and transfer them designated persons.
  • Dealt with all walk in customers.
  • Upload product to the internet via Magento and Trade Me.
  • Processed payments and refunds for customers through DPS and payment express.
  • Managed dispatch staff.
  • Sales rep, selling advertised product in New Zealand and Australia.
  • Data entry

Childcare Worker

Move It Fitness
01.2008 - 01.2010
  • Read to children, and teach them simple painting, drawing, handicrafts, and songs.
  • Observed and monitor children's play activities.
  • Built and maintain great combinational relationship with the caregivers of the children.
  • Acted as a trusting and caring mentor for the children in my care.

Waitress

Bella Vista Lodge
01.2002 - 01.2003
  • Waited tables, delivering food, taking orders and clearing tables.

Skills

  • MANAGEMENT
  • Plan, organize, or manage the work of staff to ensure that the work is accomplished in a fast and efficient manner
  • Direct investigations to verify and resolve customer or shipper complaints
  • Serve as a contact person for all workers within my team
  • SALES
  • Present and sell company products and services to current and potential clients
  • 8 years’ experience in sales
  • INVOICING
  • Daily processing of invoices for purchased goods
  • Invoicing clients for products/ services
  • DISPATCHING
  • Daily dispatching for company orders
  • CUSTOMER SERVICE SKILLS
  • Deal directly with customers either by telephone, electronically or face to face
  • Respond promptly to customer inquiries
  • Provide pricing and delivery information
  • Direct requests and unresolved issues to the designated resource

Timeline

Customer Service Manager

Stoney Creek
04.2019 - Current

Customer Service/Support Rep

BUPA – Securely Medical Alarms
06.2017 - 12.2018

Dispatch Manager/Customer Service Rep

SHOWTV
01.2014 - 04.2017

Childcare Worker

Move It Fitness
01.2008 - 01.2010

Waitress

Bella Vista Lodge
01.2002 - 01.2003

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Josephine Travers