Alexia Pijovic
Moffat Beach,QLD
Summary
Personable, friendly and solution-oriented professional with many years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and internal procedures improvement. Dedicated to customer loyalty and satisfaction.
Overview
9
9
years of professional experience
Work History
Operations Manager
The Austin Vet Specialists
Adelaide, SA
01.2023 - Current
- Implemented an efficient clinic wide roster system to streamline operations.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Developed and implemented operational procedures to ensure quality standards are met.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
Head of Client Care
The Austin Vet Specialists
Adelaide, SA
04.2022 - 03.2023
- Created guidelines to govern all operations within the department of the newly established company.
- Provided guidance to staff on how to handle difficult customer interactions.
- Managed the recruitment, training, scheduling, and performance of customer care team members.
- Analyzed customer feedback data to identify areas for improvement in client care services.
- Collaborated with other departments to ensure all customer inquiries were addressed promptly and efficiently.
- Led initiatives aimed at improving overall quality of service delivered by the company's client care department.
- Coordinated cross-functional projects involving multiple departments within the organization.
- Developed the departments weekly rotating roster while overseeing shift coverage.
ER Receptionist
Animal Emergency Centre
Adelaide, SA
11.2019 - 04.2022
- Efficiently managed emergency room schedules.
- Ensured timely and accurate processing of insurance claims.
- Managed incoming client referrals.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Demonstrated proficiency in performing daily banking reconciliations.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Updated daily log book with information about visitors entering the premises.
- Consistently provided outstanding customer service while supporting grieving and distressed clients.
- Performed data entry tasks into various computer systems accurately and promptly for the ER department.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Receptionist & Administrator
Maxcon Construction
Melbourne, VIC
07.2017 - 11.2019
- Supported and maintained efficient schedule management for a group of directors
- Implemented new systems for office ordering that optimized resource allocation
- Managed logistics and coordination for various events
- Greeted visitors and provided them with assistance.
- Updated daily log book with information about visitors entering the premises.
- Ensured the cleanliness and organization of reception, office, and kitchen areas.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Organized travel arrangements for staff members including flights, hotels, car rentals.
- Managed boardroom appointments for clients, staff, and other visitors.
Office Manager /Front Desk Receptionist
ReSources
Melbourne, VIC
10.2016 - 07.2017
- Sustained efficient operations in a multi-company shared building by overseeing reception and office requirements.
- Took charge of receiving and forwarding all incoming bills and invoices to the finance department
- Successfully managed and coordinated regular office activities and events.
- Proficiently oversaw maintenance and repairs of office equipment
- Answered phone calls, responded to emails, routed mail and coordinated courier services for both companies simultaneously.
- Managed daily communication with Resource team and management located in India as the sole Resources employee based in Melbourne.
Front Desk Receptionist
Hays Recruitment
Melbourne, VIC
09.2015 - 10.2016
- Independently managed high call volume phone line.
- Responded to customer inquiries via phone, email, and in person.
- Updated customer information in databases regularly to ensure accuracy of records.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Prepared conference rooms prior to meetings by arranging furniture layout, setting up audio-visual equipment and ensuring refreshments are available if required.
- Greeted customers warmly and made them feel welcome.
- Handled sensitive information in a confidential manner.
Skills
- HR Management
- Department implementation
- Policy and Procedure implementation and improvement
- Recruitment
- Customer Service
- Client Relations
- Document control
- Inventory management
- Office resources schedule management
- Staff Training
- Project Leadership
- Vendor Sourcing
- Onboarding and Orientation
- Office ordering
- Travel management
- Event planning
- Health and safety compliance
References
References available upon request.
Timeline
Operations Manager
The Austin Vet Specialists
01.2023 - Current
Head of Client Care
The Austin Vet Specialists
04.2022 - 03.2023
ER Receptionist
Animal Emergency Centre
11.2019 - 04.2022
Receptionist & Administrator
Maxcon Construction
07.2017 - 11.2019
Office Manager /Front Desk Receptionist
ReSources
10.2016 - 07.2017
Front Desk Receptionist
Hays Recruitment
09.2015 - 10.2016
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