Stacey Odell has over 13 years of experience as a Customer Liaison Representative for Schweppes Australia/Asahi, where she handled inbound customer service, special event orders, and key account management. She is highly skilled in SAP, Microsoft Office, and CISCO phone systems. Prior to that, she worked in logistics and trade sorting for 5 years at BBC Hardware House. Stacey has excellent communication, organization, and problem-solving skills. She provides superior customer service and has a track record of training new employees.

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RESUME Stacey Odell
Tim_stacey@ymail.com
0404858410
EMPLOYMENT HISTORY
Schweppes Australia /Asahi Customer Liaison Representative
March 2002 – October 2015
Key Duties & Responsibilities:
I held the role of Customer Liaison Representative with Schweppes Australia/Asahi for a period
of 13 years. During this time, my key duties and hence responsibilities evolved as a reflection of
my experience, my knowledge and capability in relation to business systems and processes and
my ability to effectively communicate with internal and external stakeholders.
This role was very much focused on achieving high levels of customer service and in generating
sales opportunities and results for the business. I am highly results driven and this was reflected
in my performance against personal Key Performance Indicators (KPI’s) measured monthly and
quarterly.
The three key aspects of this position included:
1. Inbound Customer Liaison Representative.
Typical tasks and responsibilities in this role included:
a. Daily processing of orders placed to the Call Centre;
b. Processing of credit card/cash payments for stock orders;
c. Liaising with Internal and External Stakeholders
d. Outbound and Inbound Sales;
e. General Customer Service duties;
f. Training of all new employees in the use of business processes and systems;
g. Use of SAP System for processing orders, credit requests, promotion visibilities
and other various daily tasks;
h. Use of Cisco phone system.
2. “Yellow Desk” Customer Liaison Representative
Typical tasks and responsibilities in this role included:

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a. Liaising with Internal Stakeholders – Sales Representatives, Account Managers,
Administration team to ensure efficient processing of special events orders and
requests;
b. • Processing of sample stock order for promotions and events;
c. • Geocoding for new delivery addresses in order to guarantee seamless
deliveries;
d. • Management of busy email inbox, ensuring strict deadlines are met and
adhered to.
3. Key Accounts Customer Liaison Representative
Typical tasks and responsibilities in this role included:
a. Liaising with Account Managers in order to streamline order processes and cut
off times to ensure prompt and efficient handling of all orders, return requests,
credit requests, queries and concerns;
b. • Liaising with Distributors to guarantee they are receiving top of the line
customer services and are up to speed with new product lines;
c. • Liaising with warehouses to ensure smooth, hassle free deliveries for
customers;
d. • Processing of orders and sample/free stock for distributors;
e. • Processing of Debits/Credits for accounting purposes;
f. • Duties associated with that of an Inbound Customer Liaison Representative
Key Performance Achievements
Customer Service
• Ensured superior customer experience by addressing customer concerns,
demonstrating empathy and resolving inquiries, complaints and problems in a timely
manner with performance targets.
• Answered an average of 100 calls per day by addressing customer inquiries, solving
problems and providing new product information.
• Provided an elevated customer experience to generate a loyal clientèle.
• Routinely successful in answering customer questions regarding merchandise and
pricing utilising an up-to-date knowledge of sales and store promotions.
• Asked open-ended questions to assess customer needs.
Training and Development
• Trained and supported over 50 new team members with regards to business processes
and systems
Communication
• Effectively communicated with and supported sales, marketing and administrative teams
on a daily basis.

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• Communicated with vendors regarding back order availability, future inventory and
special orders.
• Served as the main liaison between customers, management and sales team.
Workload Management
• Managed wide variety of customer service and administrative tasks to resolve customer
issues quickly and efficiently.
• Directed calls to appropriate individuals and departments.
• Entered numerical data into databases in a timely and accurate manner
• Handled daily heavy flow of paperwork and cooperated with the accounting departments
on invoicing and shipping problems.
Key Skills and Training
 Certificate IV in Communications
 Excellent SAP experience
 Computing Skills
o Microsoft Word
o Microsoft Excel
o Microsoft Outlook
o CISCO
 Working knowledge and experience in:
o Avaya Software
 Excellent working knowledge of business management systems and procedures to
achieve data management, integrity and security.
 Strong attention to detail and organisational skills to achieve exceptional workflow
management
 Exceptional Communication skills: verbal and written.
 Flexible, adaptable and committed team member.
PAST EMPLOYMENT HISTORY
BBC Hardware house Logistics / trade and sorting
February 1996– October 2001
REFERENCES
Melissa Soliman, Schweppes Australia /Asahi
Team leader 0426 826 265
Christy Spalding, Schweppes Australia /Asahi
Customer service representative 0499 196 504
Shelia Roll, Schweppes Australia /Asahi
Business Services 0409 501 596

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CONTACT DETAILS
Mobile: 0404 858 410
Email: tim_stacey@ymail.com