SUZANNE ARMOUR
Auckland,AUK
Summary
Results-driven Senior Customer Service Manager known for outstanding productivity and efficiency in task completion. Specialize in conflict resolution, customer satisfaction analysis, and team leadership. Excel at communication, empathy, and problem-solving to enhance overall customer experience. Strive to lead by example, fostering positive work environment and promoting continuous improvement in service delivery. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Customer Service Manager
Mitre 10
Onehunga, Auckland
09.2023 - 07.2024
- Developed and implemented customer service policies and procedures.
- Resolved escalated customer complaints in a timely manner.
- Conducted regular performance reviews for customer service team members.
- Created strategies to improve customer satisfaction scores.
- Monitored customer feedback data and identified areas of improvement.
- Maintained up-to-date knowledge of product changes and updates.
- Assisted with hiring, training, coaching and developing staff members.
- Ensured adherence to company standards when responding to customers' requests.
- Collaborated with other departments to ensure efficient resolution of issues.
- Identified opportunities to enhance the effectiveness of the overall customer experience.
- Managed projects related to process improvements or new initiatives within the organization.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
HR Advisor,Delivery Co-ord & Induction Specialist
RLS
Ellersie, Mangere Bridge, AUK
05.2020 - 08.2023
- Organized delivery schedules and routes to ensure timely arrival of goods.
- Monitored stock levels and placed orders when necessary.
- Maintained accurate records of deliveries and invoices in company database.
- Resolved issues related to incorrect or damaged shipments in a timely manner.
- Provided support for planning special deliveries such as hazardous materials or oversized items.
- Managed communication between internal departments and external partners during the delivery process.
- Assisted with troubleshooting any problems that arose during the loading and unloading process.
- Coordinated, distributed, and filed paperwork for each delivery.
- Provided accurate and timely advice to staff and managers on HR policies and procedures.
- Facilitated new hire orientations, ensuring all necessary paperwork was completed correctly.
- Coordinated training programs for existing staff members as well as onboarding activities for new hires.
- Collaborated with other departments to ensure compliance with applicable laws and regulations related to human resources management.
- Advised supervisors on methods for resolving conflicts between employees or teams.
Manager
Phantast
Beenleigh, Brisbane
01.2018 - 03.2020
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Assisted in creating budgets for departmental expenses including personnel costs.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Negotiated with suppliers to secure cost-effective resources.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Implemented new operational procedures, increasing efficiency.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
Senior Property Manager
Link Properties
Beenleigh, Brisbane
01.2016 - 03.2020
- Developed and implemented policies, procedures and systems to ensure efficient management of properties.
- Negotiated contracts with vendors for the maintenance of properties.
- Conducted regular inspections of managed properties to identify any issues requiring attention.
- Ensured all tenants adhered to rental agreements, lease terms, and applicable laws.
- Resolved tenant complaints in a timely manner.
- Handled rent collections from tenants on a monthly basis and kept accurate records of payments received.
- Maintained relationships with tenants by providing excellent customer service and responding promptly to inquiries or concerns.
- Coordinated necessary repairs or renovations with contractors as needed.
- Prepared reports on the condition of managed properties for owners or investors.
- Screened potential tenants through background checks, credit reports, references.
- Drafted leases and other legal documents associated with renting out properties.
- Managed and oversaw operations, maintenance and administration of properties.
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Met with clients to negotiate management and service contracts.
2IC Manager
Woolworths
Cairns, FNQLD
06.2015 - 01.2018
- Identified and resolved operational issues.
- Developed systems to increase efficiency of operations.
- Monitored performance of staff and provided feedback.
- Coordinated with other departments to ensure smooth workflow.
- Provided training and guidance to new employees.
- Maintained accurate records of employee performance data.
- Ensured compliance with company policies and procedures.
- Developed strategies for improving customer service standards.
- Resolved customer complaints in a timely manner.
- Reviewed work processes and identified areas for improvement.
- Prepared weekly progress reports for upper management.
- Collaborated with team members to identify solutions to problems.
- Managed daily activities within the department according to deadlines.
- Implemented new technologies into existing business practices.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Implemented quality control measures to uphold company standards.
Proprietor
Flower Connectioins
Chatswood Hills, Brisbane
11.2005 - 06.2012
- Developed and implemented business strategies to increase sales and profits.
- Identified new markets for products and services to expand customer base.
- Prepared financial statements, budgets, and forecasts for business operations.
- Analyzed operating costs, expenses, revenue and other financial data to ensure successful operation of the business.
- Developed promotional materials to advertise products or services.
- Provided exceptional customer service by responding promptly to inquiries and complaints.
- Negotiated contracts with vendors for supplies, equipment, and other resources needed for daily operations.
- Managed inventory levels to ensure adequate stock while controlling costs associated with ordering more than necessary.
- Ensured compliance with all applicable laws including labor laws and safety regulations.
- Reviewed monthly invoices from suppliers and vendors and ensured timely payment of bills.
- Implemented cost-saving measures throughout the organization in order to reduce overhead expenses.
- Set pricing structures according to market analytics and emerging trends.
- Kept building areas organized and functional to promote business productivity and deliver professional appeal to customers.
- Established and maintained number of lucrative partnerships with vendors and suppliers, enabling optimal product pricing.
Education
High School Diploma -
BSHS
Brisbane12-1979
Skills
- Complaint Handling
- Service Quality Assurance
- Sales Support
- Employee training and orientation
- Team Training
- Sales Strategies
- Customer Service
- Product and service knowledge
- Quality Control Analysis
- Staff Management
- Business Administration
- Onboarding and Orientation
- Scheduling and Coordinating
- Brand Management
- Task Delegation
- Adaptability
- Analytical Thinking
- Professionalism
- Computer Skills
- Problem-solving aptitude
- Attention to Detail
- Performance Management
- Self Motivation
- Adaptability and Flexibility
- Customer Relations
Certification
- Mental Health Certificate
- White Card
- Real Estate/Sales Manager
- Business Proprietor
Timeline
Senior Customer Service Manager
Mitre 10
09.2023 - 07.2024
HR Advisor,Delivery Co-ord & Induction Specialist
RLS
05.2020 - 08.2023
Manager
Phantast
01.2018 - 03.2020
Senior Property Manager
Link Properties
01.2016 - 03.2020
2IC Manager
Woolworths
06.2015 - 01.2018
Proprietor
Flower Connectioins
11.2005 - 06.2012
High School Diploma -
BSHS