Overview
Work History
Education
Skills
Timeline
Generic

Kerry Pearce

Papamoa Beach,Tauranga

Overview

15
15
years of professional experience

Work History

Customer Care & Staff Success Manager

Dynamic Plumbing Works
01.2023 - Current
  • Identified client needs and developed strategies to meet them.
  • Provided guidance on best practices for success management.
  • Created reports and tracked customer satisfaction metrics.
  • Conducted regular meetings with clients to review progress and discuss improvements.
  • Developed processes and procedures to ensure successful customer onboarding.
  • Analyzed customer data and identified opportunities for growth.
  • Monitored customer usage of products and services to identify areas of improvement.
  • Documented feedback from customers, stakeholders, and team members in order to improve service quality.
  • Maintained relationships with existing customers by providing support and responding promptly to inquiries.
  • Coached team members on customer service techniques and problem-solving skills.
  • Resolved escalated customer issues in a timely manner while maintaining high levels of professionalism.
  • Assisted in developing marketing campaigns designed to increase user adoption rates.
  • Oversaw key customer relationships to close strategic opportunities.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Monitored KPIs to assess customer engagement.
  • Collaborated with cross-functional teams to establish customer success programs.
  • Developed plans and strategies to grow business and achieve company portfolio goals.
  • Defined and implemented staff compensation and incentive programs, motivating team to achieve targets.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Personal VA - Self Employed

Self employed Virtual Assistant
01.2022 - 01.2023
  • Manage emails and respond to enquiries
  • Schedule and coordinate meetings, appointments and travel arrangements
  • Create and maintain filing systems for individual clients needs
  • Prepare and edit documents, presentations and reports
  • Research and compile date for projects
  • Perform data entry and update databases
  • Assist with social media management
  • Create and manage spreadsheets
  • Monitor and update website content
  • Customer service support.

Project Administrator

Logicamms
02.2021 - 12.2021
  • Breakdown project into doable tasks and estimate duration
  • Help the project manager in administrative duties and processes
  • Thorough project documentation
  • Developed an in-depth understanding of project scope and particulars i.e
  • Timeframes, financials, outcomes
  • Monthly invoicing
  • Being point of contact for various working groups.

Office Manager

Excel Construction
10.2012 - 05.2019
  • Carried all aspects of payroll along with admin duties including setting up a brand-new office and payroll system from scratch
  • Admin duties included ensuring all emails were responded to, the filing was kept up to date, typing quotes and writing up letters for the Director
  • Carried out payroll for all our contractors and invoiced clients and ensured payments were paid on their due date
  • Use of SAGE line 50 in Managing the accounts on a day-to-day basis and Invoicing clients
  • Running Profit and Loss reports on a weekly basis and chasing outstanding payments from clients
  • Management and coaching of three administrators
  • Reconciliation of accounts, making payments to clients via Bankline, Managing petty cash & Expenses.

Senior Account Manager

Benefit Cosmetics
01.2009 - 01.2010
  • Schedule and execute additional in-store events in key opportunity doors to drive retail sales
  • Primarily responsible for all aspects of driving the retail sales and achieving retail sales and budget goals
  • In this role I worked to develop and grow the Benefit business through team development, training, market knowledge, recruitment and development of selling, staff managing, and budgets.

Education

High School Diploma -

Great Baddow High School
United Kingdom

Skills

  • Client Relations
  • Schedule Management
  • Customer Relationship Building
  • Business Development
  • Customer Service
  • Appointment Scheduling
  • Office Administration

Timeline

Customer Care & Staff Success Manager

Dynamic Plumbing Works
01.2023 - Current

Personal VA - Self Employed

Self employed Virtual Assistant
01.2022 - 01.2023

Project Administrator

Logicamms
02.2021 - 12.2021

Office Manager

Excel Construction
10.2012 - 05.2019

Senior Account Manager

Benefit Cosmetics
01.2009 - 01.2010

High School Diploma -

Great Baddow High School

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Kerry Pearce