Arts & Craft
Alicia Petersen
Customer Service Controller
Kuils River
Summary
Dynamic Service Centre Controller at Diverso Technology with expertise in ERP systems and strategic planning. Proven track record in enhancing customer satisfaction and streamlining operations, achieving significant cost savings. Adept at staff management and complaint resolution, fostering a collaborative environment that drives team success and boosts morale.
Overview
13
13
years of professional experience
1
1
Language
Work History
Service Centre Controller
Diverso Technology
01.2020 - 07.2025
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
- Implemented cost-saving measures, identifying inefficiencies and reallocating resources to achieve optimal results.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed logistical checklists to guide activities support.
- Provided procurement of goods, provision of transportation services, tracking of movement and change to support safe and secure operations.
- Delivered logistic support to leverage existing resources with cost-effective savings.
- Established strong relationships with suppliers and carriers, fostering collaboration for improved service levels and cost reductions.
- Managed procurement processes, ensuring timely acquisition of materials and resources while maintaining cost-effective purchasing strategies.
- Enhanced warehouse organization through the development of comprehensive storage layouts and product labeling systems.
- Streamlined order fulfillment processes to increase customer satisfaction and minimize order processing timeframes.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
Customer Relationship Officer
Daisy Business Solutions
10.2016 - 12.2019
- Made customers aware of current and new programs and services.
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Managed customer relations on ongoing basis to maximize customer retention.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Managed high-profile accounts, ensuring consistent delivery of exceptional service for continued business growth.
- Logged call information and solutions provided into internal database.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Liaised between customers and organization with particular focus on working with sales department.
- Streamlined communication between departments for enhanced client support and faster issue resolution.
- Enhanced cross-selling opportunities by understanding customer needs and recommending relevant products or services.
- Provided regular feedback to management regarding areas for improvement in both products and services offered to clients.
- Supported sales representatives with timely generation of accurate quotes, proposals, and contracts to close deals faster.
- Provided exceptional administrative support for high-performing sales teams, enabling them to focus on selling and meeting revenue goals.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
- Managed a comprehensive database of customers and prospects to track opportunities, follow-ups, and account history.
- Boosted sales revenue by efficiently processing orders and coordinating with the sales team on customer requirements.
- Streamlined administrative processes for increased efficiency, implementing an organized filing system for easy access to documents.
Service Coordinator
Smart Office Connection
06.2014 - 09.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
- Fostered positive relationships with clients by efficiently addressing scheduling changes and requests.
Service Coordinator
Kyocera Document Solution
05.2012 - 05.2014
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Used ticketing systems to manage and process support actions and requests.
Education
High School Diploma -
Windermere Senior Secondary
Cape Town, South Africa 04.2001 -
Skills
ERP systems expertise
Strategic planning
Staff management
Pricing and costing
Call management
Complaint resolution
Time management
Data entry
Call center experience
Customer relations
Supply chain operations
Warehousing processes
Interests
Timeline
Service Centre Controller
Diverso Technology
01.2020 - 07.2025
Customer Relationship Officer
Daisy Business Solutions
10.2016 - 12.2019
Service Coordinator
Smart Office Connection
06.2014 - 09.2016
Service Coordinator
Kyocera Document Solution
05.2012 - 05.2014
High School Diploma -
Windermere Senior Secondary
04.2001 -
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