Tarneit, VIC | 0420 600 790 | rommel.illene@gmail.com
Results-driven professional with over 15 years of experience in customer service, team leadership, and operations management. Proven track record in stakeholder relationship management, process improvement, and team development. Skilled communicator adept at resolving complex customer issues while maintaining high service standards. Seeking to leverage extensive experience in customer relationship management and operational excellence to contribute to a dynamic organization in a senior customer success or operations role.
Office Administrator | Warehouse Relocation Project (November 2022 – April 2023) - Orchestrated successful warehouse relocation from Ararat to Truganina through close collaboration with Operations Manager - Developed and implemented comprehensive training programs for new staff, ensuring business continuity during transition - Managed end-to-end administrative operations, including inbound and outbound logistics coordination - Built strong relationships with stakeholders and customers, serving as primary point of contact during transition - Gained extensive knowledge of manufacturing and warehouse operations, contributing to process optimization
Internal Account Manager (March 2021 – September 2022) - Managed customer retention initiatives, successfully reducing churn rate through proactive engagement - Developed and maintained strong relationships with cross-functional teams to ensure optimal customer outcomes - Coordinated nationwide installation and upgrade projects with service managers - Identified and capitalized on account expansion opportunities, driving revenue growth - Consistently achieved monthly KPIs for customer retention, case resolution, and sales targets
Customer Service Officer (October 2018 – October 2020) - Resolved complex customer inquiries across multiple channels, ensuring high satisfaction rates - Developed standard operating procedures and customer service templates - Trained and mentored new team members on company policies and procedures - Managed online order processing and eBay platform inquiries - Demonstrated strong attention to detail in maintaining accurate customer records
Pharmacy Assistant (March 2016 – October 2018) - Provided exceptional customer service in a fast-paced retail environment - Managed inventory and assisted licensed pharmacists in dispensary operations - Processed financial transactions with high accuracy
Independent Business Leader (2013 – 2019) - Led and mentored a team of 30+ distributors, achieving consistent growth in sales and recruitment - Received multiple awards for outstanding sales performance - Developed and delivered comprehensive training programs on product knowledge and business development - Created and managed training website to support team development
Associate Support Queue – Collections Operations (April 2004 – April 2013) - Served as Team Leader for PL90+ division (2010-2011) - Acted as Subject Matter Expert and Point of Contact for complex account management - Developed training materials and mentored new staff members and team leaders - Managed escalated cases while maintaining high service standards - Demonstrated expertise in mortgage, credit card, and personal loan collections
Available upon request