Kerrie Stafford
Brisbane
Summary
Customer service and administration professional with strong problem-solving and communication skills. Demonstrates high attention to detail while managing multiple tasks in fast-paced environments. Consistently enhances customer satisfaction through effective complaint resolution and clear guidance.
Overview
28
28
years of professional experience
Work History
Sales and Service Specialist
Pinnacle Safety and Training
Murarrie
06.2020 - Current
- Delivered high-quality customer service to students and businesses through face-to-face, phone, email, and live chat channels, enhancing overall satisfaction.
- Resolved customer complaints promptly, leading to positive resolutions and improved customer loyalty.
- Delivered clear and confident course advice, guiding students through enrolment processes
- Processed payments while maintaining accurate student records.
- Managed multiple tasks in fast-paced environment with strong attention to detail.
- Demonstrated strong administrative, organisational, and digital skills.
- Established and maintained strong relationships with internal and external stakeholders to facilitate effective communication.
Ticket Sales Officer
Qtix - Qpac
01.2019 - 05.2020
- Delivered high-level customer service by managing ticket enquiries and sales through phone and in-person interactions, ensuring customer satisfaction.
- Resolved complex customer issues while upselling, contributing to improved customer experiences.
- Processed payments and reconciled sales, adhering to procedures and deadlines.
- Coordinated ticket administration and distribution along with general office tasks to support overall operational efficiency.
Business Development Manager and Administration Assistant
V Travel Network
01.2017 - 01.2019
- Conducted client visits and delivered product training and webinars to enhance client understanding and engagement.
- Communicated with clients and suppliers across multiple channels to ensure alignment and resolve issues promptly.
- Prepared quotes and invoices while completing administrative tasks to support efficient operations.
Domestic Telephone Sales Consultant
Qantas Airways
07.1998 - 06.2016
- Advised customers on airfares, airline procedures, products, and loyalty programs.
- Achieved individual KPIs, including bookings, ticketed revenue, conversions, non-air revenue, and service levels.
- Resolved customer complaints to enhance satisfaction and service quality.
- Delivered an exceptional standard of customer service, striving for total satisfaction.
- Provided first-call resolution to customer queries with a professional and knowledgeable approach.
- Communicated clearly and effectively, listening and presenting information concisely.
Education
Certificate III - Customer Engagement
Careers Australia
12-2015
Certificate III in Business Administration -
Careers Australia
12-2015
Diploma of Business - Tourism and Travel Management
Southbank TAFE
12-1998
Certificate III - Hospitality and Tourism
Glen Waverley TAFE
12-1993
Year 12 VCE -
Syndal Secondary College
12-1992
Skills
- Customer service
- Payment processing
- Complaint resolution
- Administrative coordination
- Problem solving
- Attention to detail
- Multitasking Abilities
- Strong communication and interpersonal skills
References
- Nicole Freeman, RTO Manager, Pinnacle Safety and Training, E: nicole.freeman@pinnaclesafety.com.au Ph: 0439460514
- Tirena Edwards, Sales & Service Coordinator, Pinnacle Safety and Training, E: tirena.edwards@pinnaclesafety.com.au Ph: 0487109208
Timeline
Sales and Service Specialist
Pinnacle Safety and Training
06.2020 - Current
Ticket Sales Officer
Qtix - Qpac
01.2019 - 05.2020
Business Development Manager and Administration Assistant
V Travel Network
01.2017 - 01.2019
Domestic Telephone Sales Consultant
Qantas Airways
07.1998 - 06.2016
Certificate III - Customer Engagement
Careers Australia
Certificate III in Business Administration -
Careers Australia
Diploma of Business - Tourism and Travel Management
Southbank TAFE
Certificate III - Hospitality and Tourism
Glen Waverley TAFE
Year 12 VCE -
Syndal Secondary College