KARINA VLASTOS

[email protected] • 0431026089 • Beechwood NSW 2446
LinkedIn: www.linkedin.com/in/karinavlastos

PROFESSIONAL SUMMARY

I am seeking the opportunity to expand my current experience within this current industry where the key priorities in my career plan is to excel in standards of work performance and professionalism. The goal is to achieve a high standard of work, by learning and developing new skills, and applying them to any jobs attained in the future. I wish to secure a full-time permanent position, in which I can develop and learn new skills, within a company that provides an opportunity for continued overall growth and development. I would love the opportunity of developing a long-term career in which I can offer the skills I have learnt and develop in other areas. I am an extremely adaptive person. And very quick on tasks. Diligent customer service professionals are successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

WORK EXPERIENCE

CUSTOMER SYSTEMS AND OPERATIONS SPECIALIST
03/2020 - 06/2025
Haleon , Parramatta
• Owning the full processes of ordering to delivering to the Pharmacy customers & some Grocery customers
• Managing phone and email correspondence with key customers and account managers
• Ownership of the Customer Experience mailbox
• Working with 3rd party partners, monitoring performance
• Working closely with Warehouse and distribution, Supply, Demand, and 3rd party logistics
• Working collaboratively with sales colleagues to manage customer requirements
• Claim Coordinator for team management for allocated customers for stock related claims
• Communication of potential issues and solutions with the key customers (e.g., short deliveries, missed deliveries etc.)
• Communications of SKU maintenance to commercial customers for NPl's
• Allocation file management daily
• Reporting for key accounts
• Working on IDOCs for NZ
• Account creations and trouble shooting.
• Deliver or exceed KPls targets (OTIF, returns, call centre performance, claims resolution) for the assigned markets.
• Manage phone and email correspondence with key customers
• Ownership of Customer Service email inbox and inbound AU phone queue
• Deliver optimised customer service and product availability and cost to serve to respective commercial areas
• Work with outsourcing CS partners, monitor performance, improve and drive continuous improvement
• Deliver appropriate continuous improvement projects
• Work closely with W&D, Demand and Supply and third-party logistics providers to deliver excellent Customer Service to internal and external customers
• Work collaboratively with sales colleagues to manage customer requirements
• Ownership of orders to cash activities for allocated customers - Metcash, Big W, Route, Export and small grocery customers (order entry, promotion, invoicing)
• Claim management for allocated customers - primarily stock related claims
• Own the full process of order to deliver
• Coordination (or support in coordination) of promotional material management to customers (information of new promotions to be shared by commercial and demand teams)
• Communication of potential issues and solutions with key customers (in case of shortages, oos etc.)
• Communication of SKU list maintenance to commercial and customers (in case of obsolete and replaced sku's)
• Order handling of sample and prescription management - (Dental Detailing)
• Maintenance of good delivery practice learnings
• Enhanced customer satisfaction by addressing and resolving customer inquiries and concerns promptly.
• Streamlined communication processes for improved customer experience and increased overall satisfaction.
• Analyzed customer feedback to identify trends and make recommendations for process improvements.
• Collaborated with cross-functional teams to address systemic issues impacting the customer experience.
• Managed escalated customer issues, resulting in timely resolution and increased satisfaction levels.
• Reduced response time to customer inquiries by implementing efficient workflow processes.
• Provided comprehensive reporting on key customer experience indicators for management review and action planning.
• Championed internal initiatives aimed at enhancing employee engagement and motivation within the Customer Experience team.
• Mentored and coached junior team members, sharing knowledge and expertise to foster an environment of continuous learning and professional growth.
• Provided proactive and highly responsive communications.
• Served as support resource to team members in key meetings.
• Triaged and resolved support requests via phone, email, live chat and remote web access.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Communicated with vendors regarding backorder availability, future inventory, and special orders.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Evaluated current processes to develop improvement plans.
• Produced detailed and relevant reports for use in making business decisions.
• Reviewed internal systems and organized training plans to address areas in need of improvement.
Trade Operations Representative ANZ CONSUMER
08/2016 - 03/2020
Pfizer , Sydney, NSW
• Providing a full range of administrative and ad-hoe support
• Taking Wholesaler /Consumer enquiries
• Report Running Daily - Open Orders, Backorders maintenance
• Order fulfilment and maintenance to ensure service requirements are met
• Wholesale account management
• Providing support to AU portfolios and NZ Pharmaceutical portfolios
• Coordinating the deliveries to ensure adherence to delivery schedule is met by third party logistics company
• lnbox management for NZ Consumer and team inbox
• Attending to any customer queries regarding their orders and escalate to Team Leader when it becomes necessary
• Credit processing and management for NZ Consumer portfolio
• Month End reporting
• Pricing updates to Retailers/Wholesalers.
• Improved operational efficiency by streamlining processes and implementing new systems.
• Reduced client concerns by promptly addressing issues and providing effective solutions.
• Managed daily operations for optimal productivity, ensuring timely completion of tasks.
• Collaborated with cross-functional teams to successfully execute projects and deliver results.
• Maintained accurate records of operations activity, enabling data-driven decisionmaking.
• Increased customer satisfaction through exceptional service and communication skills.
• Developed strong relationships with clients, vendors, and team members for seamless collaboration and successful outcomes.
• Enhanced team productivity by providing ongoing training, guidance, and support.
• Optimized workflows to increase efficiency and decrease errors in day-to-day operations.
• Ensured compliance with company policies, industry regulations, and best practices at all times.
• Analyzed operational data to identify areas for improvement and implement necessary changes.
• Coordinated with multiple departments to ensure smooth project execution from start to finish.
• Handled customer needs and issues by working with representatives and customers directly.
• Collaborated with various departments to support daily activities oversight and coordination.
• Communicated freight status with customers, shipping partners, receiving parties and internal team.
• Generated and distributed documentation for orders.
• Scheduled and communicated freight pick-up and delivery information.
• Supervised teams to monitor for correct execution of tasks.
• Delegated work and coordinated staff members' daily responsibilities.
Sales Administrator
12/2015 - 08/2016
Toshiba Machine , North Ryde
• Providing a full range of administrative support including data entry activities
• Addressing customer enquiries regarding deliveries and eta's
• Ensuring the integrity of system information including accurate order processing into the database
• Ensuring uniformity and professional implementation of operational guidelines and procedures
• Order management of Sales Orders for sales staff or as delegated by Sales Administration Team Leader Branch Administrator
• Organising approval of the order, including registration of order, set up of the customer's account, stock allocation and run up
• Each order is coordinated for delivery and training with the customer, as also network install if applicable
• Processing financed orders, all paperwork must be compiled and prepared to be submitted to the relevant finance company for settlement with Toshiba within sales order recognition
• Processing Workshop Run ups, all orders in the system must be set up on iService and monitored through to meet delivery requirements
• Coordinating the deliveries, training and installation of equipment with the customer once the run up has been completed and the order is credit released for delivery
• Ensure all billable orders that are registered for the month are invoiced to meet the sales budget.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
• Supported sales representatives with a timely generation of accurate quotes, proposals, and contracts to close deals faster.
• Managed a comprehensive database of customers and prospects to track opportunities, follow-ups, and account history.
• Collaborated with cross-functional teams to ensure seamless order fulfillment, liaising between production, shipping, and finance departments.
• Established strong relationships with clients through regular communication, fostering trust and loyalty in our brand.
• Facilitated smooth onboarding of new clients by preparing necessary documentation, scheduling training sessions, and conducting follow-up calls.
• Maintained accurate records of client interactions in CRM software for better tracking of communications history and future actions needed.
• Provided exceptional administrative support for high-performing sales teams, enabling them to focus on selling and meeting revenue goals.
• Continuously improved internal processes by suggesting and implementing changes that led to streamlined workflows and time savings for the sales administration team.
• Contributed to team objectives in fast-paced environment.
• Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
• Trained new employees on customer service, money handling and organizing strategies.
• Presented professional image consistent with company's brand values.
• Recorded accurate and efficient records in customer database.
National Sales Co-ordinator
04/2014 - 12/2015
ACCO Brands , Botany, NSW
• Providing value-added service to clients by being proactive and informative to ensure that standards are maintained
• Ordering supplies and consumables and organising and collating customers catalogue submissions
• Liaising with marketing teams to ensure they are completed by the required deadline
• Assist in checking catalogue proofing and returning them to the customers
• Providing administrative support for Account Managers
• Monthly/Weekly report writing
• Handling minor customer service enquiries
• Assisting with event coordination, sample ordering, creating order forms and presentations
• Quotation processing, catalogue analysis
• Liaising with external stakeholders
• Assisting with product selection, upselling.
• Streamlined communication between sales teams and management, enhancing collaboration and efficiency.
• Managed key accounts to ensure customer satisfaction and foster long-term relationships.
• Provided ongoing training and support for the sales team, improving overall skill sets and driving results.
• Collaborated with marketing teams to develop targeted promotional campaigns for increased brand visibility.
• Organized trade shows, conferences, and other industry events for greater networking opportunities.
• Resolved problems with high-profile customers to maintain relationships and increase customer base.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Compiled and analyzed data to determine approaches to improve sales and performance.
Sales Order Desk Officer
05/2013 - 04/2014
Samsung Electronics , Sydney Olympic Park, NSW
• Handle sales-related calls throughout the day
• Process orders via phone fax and esker interface
• Ensure correct ETAs are given to customers
• Escalate problems to the appropriate team leader
• Sales reports for State managers
• Print invoices/email
• Email POD's
• Enter customer order via phone into SAP, ensure the correct PO number is entered, quote customer pricing, and clarify shipping information, material availability and credit status
• Perform additional task as and when requested or required by the Company and as instructed by your manager or delegate
• Keying and loading in collated orders via excel and SAP
• Monitor team inboxes, action date changes requests.
• Enhanced data accuracy by meticulously reviewing and updating information in the company database.
• Reduced response times to inquiries with efficient management of incoming calls, emails, and messages.
• Increase customer satisfaction by addressing concerns promptly and providing relevant information when needed.
• Supported team productivity by assisting colleagues with various tasks, such as document preparation and meeting organization.
• Ensured optimal office functionality through active inventory management and timely procurement of necessary supplies.
• Maintained a professional office environment through diligent housekeeping efforts, always ensuring cleanliness and orderliness.
• Acted as a reliable liaison between different departments, fostering collaboration and facilitating information exchange.
• Managed sensitive information discreetly while adhering to strict confidentiality guidelines established by the company.
• Demonstrated adaptability in handling diverse tasks as assigned while maintaining a high level of attention to detail under tight deadlines.
• Handled urgent matters effectively with quick thinking and decisive action whenever required during crisis situations or last-minute changes in plans or priorities.
• Delivered exceptional service to clients through prompt responses to inquiries, rigorous follow-ups on pending issues, and proactive problem-solving efforts.
National Contact Centre Representative
09/2008 - 04/2013
Electrolux Home Products , Moorebank, NSW
• Meeting KPI on daily basis of 90%
• Dealing with customer escalations
• Providing new staff training
• Providing stock availability, sales enquiries
• Up selling products to consumers
• Customer Service, Customer Care
• Commercial Builders Quotes
• Sales B2B Orders, Order Management
• Managing accounts (in house)
• JDE System, NDC Spare Parts, Service Central, lnstaedge and Solidus Phone
• Liaising with internal and external Sales Reps
• Spare Parts enquiries
• Data Entry Returns and Extended Warranties
• Receipt and processing of inbound calls from customers, end consumers and internal departments
• Timely processing of all calls and return calls to customers and Field Staff
• Accurately processing of all orders and returns, credit returns, rekeys whether received by telephone, fax, mail or by electronic (B2B, EDI)
• Liaise with distribution, factory, service, parts and field staff where necessary
• Ownership and management of all minor complaints received from customers
• Management of forward, bulk, allocated and/or future orders
• Part of project development team (Captain, Passion for Innovations Project)
• Management of major accounts and contracts internally i.e., DHS, SAHT and AV Jennings
• This included quotes and display orders
• Attendance and participation in product and systems training as required.
• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Enhanced company reputation by providing exceptional customer service and support.
• Contributed to team sales goals by upselling products and services to customers.
• Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
• Assisted in training new hires and offered ongoing support to help them reach their full potential.
• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
• Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
• Conducted thorough market research, informing strategic planning initiatives aimed at expanding business operations.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
• Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
• Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Managed inventory to provide customers with access to products in high demand.
• Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Collected, arranged, and input information into database system.

EDUCATION

No Degree: Telecommunications
01/2005 - 01/2011
Pollin8 Tafe , Campbelltown
No Degree: Tourism & Hospitality
01/2005 - 01/2011
Pollin8 Tafe , Campbelltown

SKILLS

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