Nyssa Mitchell

• Successfully handle customer interactions for bookings, pricing, and service options, significantly improving customer experience and fostering loyalty. • Proficiently manage and prioritize customer orders, ensuring operational efficiency by maintaining accurate data in Cargowise. • Consistently meet key outcomes, including creating orders within 24 hours of booking advice and promptly confirming delivery sites upon receipt of Pre-Alerts. • Demonstrate a sound understanding of the importing process, INCO terms, documentation, and customs requirements. • Employ excellent communication skills to effectively manage competing priorities and adapt to changing market conditions.

This role allowed me to provide our customers with a seamless experience by meeting each customer’s logistical needs. My daily goals are to coordinate freight, import and export shipments, in an efficient and safe manner whilst delivering the highest level of customer service at all times. Additionally, these customer needs are to be met whilst adhering to tight deadlines and unexpected challenges. Given the nature of import and export regulations, a high level of precision and detail is required in my current role. Major tasks included: • Planning the daily transport function of a portfolio of customers ensuring delivery/receipt of cargo is completed within allocated timeslots and account requirements • Ensuring all customer requirements are met by the recording of special instructions, E.g., Reefer temperatures, delivery times, sizes of containers, correct timeslots are allocated to containers • Updating of customers with reference to the imposition of additional costs E.g., penalty costs • Prompt and effective responses to all customer enquiries/issues via phone/email • Problem solve issues, while keeping customers updated with progress on transportation issues • Precise data management by inputting and extracting information from System Maximas with 100% accuracy

This is a fast-paced role in a rapidly growing import and distribution organisation within the cycling industry. Attention to detail is a critical skill in this role. Co-ordination between international and local suppliers, freight and warehouses provides no end to challenges to sink my teeth into. I have gained a lot of experience working with many functions within the organisation, including, brand managers, sales representatives, accounts, warranty and various vendors. This has allowed me to refine my communication skills with not only internal stakeholders but third parties (including international teams). Major tasks included: • Domestic freight escalations, multiple vendors nationwide • Co-ordinating freight from international and local suppliers to warehouses • Daily, weekly, end-of-month, DIFOT and executive reporting • Customer support for all domestic freight issues (track and trace, customer escalations and supplier inquiries for damaged and missing consignments) • Identification of problem areas, remediation and process improvement – identify challenges, remediation planning with vendors and freight handlers, implementation and reporting • Co-ordinate delivery of containers into 3PL and supply 3PL with all relevant information

Customer focused role that worked very closely with our clients to ensure their fitness outcomes. This role required great understanding and compassion when working with clients. Often, they are coming from a vulnerable place looking for friendly and helpful advice and guidance. In conjunction with this, very ambitious sales targets needed to be met in order to maintain the essential operations of the small business. Major tasks included: • Pre and Post-sales operations • Account and membership management • Administrative duties relating to the daily operations of the business • Coaching of the existing clients to ensure their desired outcomes • Customer retention and leveraging up-selling opportunities that meet the client’s requirements • Handling customer feedback

Multiple roles across sales, team leadership and customer resolutions. I personally drove the creation of the Resolutions Manager role. This was in response to an ever-increasing need to both serve the best interest of the business, but more importantly, the customer. This is a mostly autonomous role that requires the ability to make quick, critical and valid decisions to ensure customer satisfaction – while not compromising the value in our brand. Major tasks included: • Handling customer complaints (conflict resolution and problem skills) • Freight and logistics issues (process and people based) • Temporary team leadership position to backfill the customer service centre team lead • Escalation point for product queries, logistics queries, sales and customer service • Repair and cultivate vendor and supplier relationships • Provide on-the-job training for sales and customer contact staff • Develop data collection processes • Regular reporting to the senior leadership team and organisation wide updates

Multiple CEO recognition awards for my Occupational Health and Safety processes and procedures. Many supportive roles and activities across many areas of the business. Major tasks included: • OH&S Administration and compliance enforcement • Inventory and maintaining stock levels of office consumables for approx. 1000 staff • Training and education co-ordinator (first aid, 4wd training, fire warden) • First Aid Officer and Fire Warden • Mailroom co-ordinator and Logistics co-ordinator • Fleet vehicle management (servicing, maintenance, scheduling, leasing) • Data Entry and Reception Duties

Account management for commercial vehicle sales. Development of lasting client relationships. Business needs analysis to ensure that all advertising was accurate and complete. This was a high-pressure environment with very tight deadlines (newspaper printing).

Frontline customer facing role delivering sales and service to MBF members. This role required an in-depth product knowledge as well as being able to understand and abide by the Trade Practices and Privacy Acts. • Conflict resolution • Needs analysis • Time management and stakeholder management

• Supervisory roles • International travel to provide new stores training (Dominos) • Stock and inventory management • Often garnered recognition from the senior leadership teams at each organisation • Staff and resource scheduling