Juanita O'Bray
Auckland,AUK
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Overview
17
17
years of professional experience
Work History
Senior Service & Sales Co-ordinator
UCC Coffee Company NZ Ltd
08.2015 - 04.2023
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Delivered superior customer service to retain existing customers and attract future customers.
- Prepared invoices, reports, financial statements and other documents.
- Logged customer data into company CRM system to foster strong account management and rapport. Intermediate Microsoft Suite knowledge.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Trained new employees on customer service, money handling and organizing strategies.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Quoted prices, credit terms and other bid specifications.
- Recorded accurate and efficient records in customer database.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Attended monthly sales meetings and quarterly sales trainings.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled office meetings and client appointments for staff teams.
- Set schedules for 4 staff by planning and designating jobs to technicians.
- Confirmed appointments, communicated with clients, and updated client records.
- Created and maintained databases to track and record customer data.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Devised and implemented processes and procedures to streamline operations.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Barista/Cashier
Coffee2GoKart
05.2010 - 04.2023
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Stock rotation and correct storage of coffee beans and other drinks supplies & condiments
- Replenishment of beans, cold beverages, coffee cups & other beverage condiments
- Responsible for keeping a full stock of products and advising management when stocks are low so an order can be placed.
- Also, all duties performed by Front of House staff & as per management and operational requirements
Customer Service /Administrator
Great Goods Ltd
04.2006 - 08.2015
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Updated customer service database with new information, address changes and contact details.
- Researched issues with shipments, product damage and incorrect product amounts.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Prepared packages for shipment by generating packing slips and setting up courier deliveries.
- Answered phone calls, provided information to callers and connected callers to appropriate people.
- Managed office duties and basic administrative tasks.
Skills
- Account Management
- Billing Procedures
- Organizational Systems
- Critical Thinking
- Database Maintenance
- Administrative Operations
- Remote Conferencing
- Data Evaluation
- Scheduling
- Microsoft Office
- Spreadsheet Tracking
- Multitasking and Time Management
- Set Appointments
- Data Entry
- Account Reconciliation
Timeline
Senior Service & Sales Co-ordinator
UCC Coffee Company NZ Ltd
08.2015 - 04.2023
Barista/Cashier
Coffee2GoKart
05.2010 - 04.2023
Customer Service /Administrator
Great Goods Ltd
04.2006 - 08.2015
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