Alicia Miller

• Key Responsibilities:

• Work Coordination and Scheduling:

Schedule field staff activates to maintain job completion rates and meet KPIs.

• Client Liaison and Support:

Serve as a contact point for the client (Western Power), providing updates on the business productivity and performance.

Prepare daily reports for clients, demonstrating proficiency in Microsoft excel.

• Contractor Coordination:

Liaise with multiple contractors, addressing their administrative queries and assisting with scheduling to meet KPIs.

Verify payroll and contractor invoicing, address discrepancies, and assist contractors with correct invoicing processes.

• Administrative Processes and Documentation:

Support the development and distribution of administrative and field processes.

Assist in creating instruction manuals, cheat sheets, and process documentation, showing proficiency in Microsoft Word.

• Training and Support:

Assist in training new administrative staff on various systems and job processes, providing support and constructive feedback.

Support field staff and contractors in improving productivity through effective feedback and coordination.

• System Management and Reporting:

Use multiple systems to track job progress, gather information , and support field staff and contractors.

Conduct desktop audits of completed jobs, addressing issues and liaising with field staff or contractors for resolution.

• Customer Service:

Respond to telephone and email inquiries from customers, managing enquiries and appointments with excellent customer service skills.

• Inventory Management

Assisted in ordering and managing stock for field staff and contractors, including equipment and uniform supplies.

• Team Work:

Collaborated effectively with a team of 10 colleagues in a dynamic open‑plan office setting, improving cross‑department communication to a positive, productive team atmosphere.

• Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
• Updated reports, managed accounts, and generated reports for company database.
• Enhanced overall office productivity through effective staff management and coordination of daily tasks.

FSO ‑ Field Service Officer:

• Proven track record of successfully navigating complex customer issues, employing empathy and strategic thinking to achieve the required outcome.
• Final Reads of meters
• Reconnect / Disconnect meters
• Trained new employees on company policies and procedures related to field service operations.

Office

Work Coordination and Scheduling

• Schedule field staff activities to maintain high job completion rates and meet KPIs.

Client Liaison and Support:

• Serve as a contact point for the client (Western Power), providing updates on the business productivity and performance.
• Prepare daily reports for clients, demonstrating proficiency in
• Advised clients on best practices in equipment maintenance, prolonging the lifespan of their investments significantly.
• Handled emergency call-outs promptly delivering fast resolutions that maintained excellent levels of client satisfaction.
• Reduced equipment downtime, promptly diagnosing and repairing technical issues.
• Provided exceptional customer support, addressing concerns and resolving problems effectively.

Meter reader

A reliable Electric Meter Reader. Bringing accurate meter readings, data entry, and customer service to contribute to the efficiency and customer satisfaction goals of the company.

• Conduct precise and timely readings of electric meters across residential and commercial properties.
• Record and report meter readings using handheld devices and software applications.
• Identify and report any signs of meter tampering or safety hazards.
• Address customer inquiries and provide clear, courteous responses.
• Ability to navigate routes efficiently and manage time effectively.
• Knowledge of safety procedures and ability to adhere to them strictly.
• Comfortable working in various weather conditions and physical environments.
• Familiarity with utility industry standards and regulations.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.

Key Responsibilities:

• Cleaning commercial and household properties
• Managing of customer keys
• Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
• Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
• Removed trash, debris and other waste materials from premises.
• Used time management and efficient cleaning methods to meet deadlines.

Key Responsibilities

• Monitored staff performance and addressed issues.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Trained employees on additional job positions to maintain coverage of roles.
• Assigned tasks to associates to fit skill levels and maximize team performance.
• Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
• Coached, mentored and trained team members in order to improve their job performance.
• ordering stock & stock take.
• Opening & closing store.
• Trained employees in essential job functions.
• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
• Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.

Key Responsibilities

• Offered training and support to keep team members motivated and working toward objectives.
• Delegated daily tasks to team members to optimize group productivity.
• Kept work areas clean, neat and free of safety hazards to maximize efficiency.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
• Assigned projects and distributed tasks to team members as per area of expertise.
• Reviewed completed work to verify consistency, quality, and conformance.
• Completed daily quality assurance duties to provide feedback for improvements.
• Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
• Opening & closing store.
• Assisted with recruitment efforts by interviewing potential candidates and provider
• Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
• Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
• Led employee relations through effective communication, coaching, training, and development.
• Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.