Kimberley Lockie
Melbourne,Vic
Overview
11
11
years of professional experience
1
1
Certification
Work History
Owner/Manager
Arboricultural Solutions
12.2021 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
Customer Solutions Representative
Toyota Financial Services
08.2019 - 12.2021
- As the Direct line for the Customer, where we are the Voice of the customer and the frontline for a large globally recognised and trusted brand, with first call resolution for the biggest automotive financial institution in Australia, the key achievements through-out my role include: Extensive brand, system, product, policy and procedure knowledge for five of the largest car brands including Toyota, Mazda and Hino while maintaining Brand separation to ensure streamline for that brand
- The ability to remember important quality and compliance information such as knowing new mandatory compliance scripting of by heart
- Providing excellent above and beyond customer service by doing extensive investigation to solve long term issue for customers
- Ability to efficiently and effectively multitask different systems to meet and exceed stats, with the ability to consistently have the best stats on my team and across the Service Department with high quality scores
- Providing a range of options for financial assistance to customers to suit individual circumstances, including recognising hardship and long-term arrangement for customers facing difficulties meeting their loan requirements
- Adapting to growing business needs during an extensive business development phase, including an agile work environment and expanding role responsibilities
- Building repour with an array of customers from different background and colleges a like to provide the same level of service consistently across the board
- Owing self-development by conducting additional online training through online internal system.
Customer Service and Maintenance Scheduler
Fire Protection Services
11.2018 - 08.2019
- As part of the customer service team at Fire Protection my roles encompasses finance administration; day to day banking procedures, reconciliation, collection of debt and processing of all incoming and outgoing payments
- In addition part of each day involves reactive maintenance scheduling for CFA, as one of the largest representatives of service and maintenance for many different brigades
- Over the past 6 months I have grown the external training program offered by Fire Protection Services by 70%
- Key achievements within my role are: Generating additional business through streamlining existing processes; including overdue works reporting, compliance quality assurance testing and on-site process planning
- Increasing relationship management and maintenance
- In my time within this role I have implemented a first in, first out process to inventory management which assures customer goods are returned within a reasonable time period
- Through my learned knowledge of industry standards ensures and demonstrates the ability to advise that compliance is meet
- Collaborating with contractors and suppliers alike ensure company policy and procedure are adhered to at all times
- Business to business planning through expanding the client base through identifying a business that aligns with the group goals Collecting and collaborating information to implement ongoing new business contracts
- Prioritising clients to increase our reliability increasing relationship building with major contracts as well as stakeholder management.
Helpdesk Service Officer
Civil Contractors Federation - Melbourne
01.2018 - 11.2018
- Frontline contact for this non for profit member based organisation dealing with inbound customer calls and queries as well as active outbound campaigns for events, invoicing and overdue payments
- My key activities and successes include: Building brand awareness and retention with members by actively doing outbound campaigns - reaching out to members before they need help or assistance
- Delivering expert and consistent level of service to customers and key stakeholders
- Ensuring member events ran smoothly and successfully through a detailed approach in event management; bookings, coordination of staff and calendar clashes
- Providing proactive sales and invoicing service and support
- Acknowledging and responding to key issues raised by membership parties
- Focusing on categorizing and referring to the correct resource within the organisation
- Identifying and escalating situations requiring urgent attention
- Assisting to launch new initiatives within the business, and actioning their roll-out plans
- Implementing new standard operating procedures.
Receptionist
Foamex - Melbourne
07.2017 - 01.2018
- Front desk of medium enterprise dealing with ongoing customer management, invoicing and payment systems
- Key achievements including; Building brand network and customer loyalty through providing exceptional customer service, managing the business' and customer's expectations and improving customer interactions
- Responsible for the design and implementation of new procedures, resulting in increased efficiency for customer order management and processing
- Manage and coordinate incoming and outgoing goods
- Consolidating and processing invoicing, payment management and utilising systems to maximise cost benefit to the business through regular system data management, review and upkeep.
Assistant Educator
Wantirna Kinder Haven, Discovery Childcare
06.2014 - 07.2017
- Qualified early childhood teacher excelling in group management, client communication and organisation in a process driven environment
- Ability to follow precise documentation management
- Responsibility for opening and closing centres as a certified supervisor
- Manage and coordinate incoming and outgoing goods.
Sales Team Member
Salmat - New Zealand
06.2013 - 05.2014
- Working within the Sales force for Salmat Credit Cards I have maintained a quality standard of 95%, through following the businesses strategic directions
- Ability to work within and meet demanding deadlines
- Information management to clients resulting in improved sales
- Ability to work within and meet KPI sales targets
- Ability to adapt and master multiple information systems within a timely manner.
Tactical Team Member
AUSREP - Melbourne Region
06.2013 - 05.2014
- Working within the operational division of Ausrep; sales and merchandising company, key activities including; Review and maintain the installation of new displays
- Locate, advice and report on areas for improvement
- Liaise with clients to coordinate the daily direction of the team, touching base with customers, head office, merchandising teams
- Ensure roll out of activities across multiple stores, reviewing stock levels, and on shelf availabilities
- General ad hoc reporting duties.
Education
Early Childhood Education and Care (Diploma) -
Box Hill Institute of Technology, Melbourne
01.2015
VCE & Hospitality Operations (Certificate III and IV) -
Emmaus College, Melbourne
01.2010
Skills
- Client Retention Strategies
- Goal Setting and Achievement
- CRM Software
- Organization
Certification
- Working with Children's Check, Current
- First Aid Certificate IV, Current
- RSA, Current
Timeline
Owner/Manager
Arboricultural Solutions
12.2021 - Current
Customer Solutions Representative
Toyota Financial Services
08.2019 - 12.2021
Customer Service and Maintenance Scheduler
Fire Protection Services
11.2018 - 08.2019
Helpdesk Service Officer
Civil Contractors Federation - Melbourne
01.2018 - 11.2018
Receptionist
Foamex - Melbourne
07.2017 - 01.2018
Assistant Educator
Wantirna Kinder Haven, Discovery Childcare
06.2014 - 07.2017
Sales Team Member
Salmat - New Zealand
06.2013 - 05.2014
Tactical Team Member
AUSREP - Melbourne Region
06.2013 - 05.2014
Early Childhood Education and Care (Diploma) -
Box Hill Institute of Technology, Melbourne
VCE & Hospitality Operations (Certificate III and IV) -
Emmaus College, Melbourne
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