AMANDA THOMPSON
Russell Vale,NSW
Summary
Astute Customer Service/Scheduling and Administration Professional, efficient at providing a quality customer experience across various environments. Highly dependable, ethical and reliable specialist with a talent for problem-solving. Works effectively autonomously or with cross-functional teams in ensuring operational and service excellence.
Overview
29
29
years of professional experience
Work History
TECHNICAL SERVICE & SCHEDULING COORDINATOR
AUSTRALIAN BEVERAGE CORP PTY LTD-WOLLONGONG
2022.06 - 2024.06
- Manage all incoming service requests received via phone, email or a facilities management portal.
- Schedule and communicate daily/weekly/monthly tasks to technicians and management staff.
- Utilise advanced software tools such as Excel, Outlook, and NetSuite to effectively manage comprehensive appointment calendars.
- Personal achievements:
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability
- Optimised workflow by prioritising tasks based on urgency and region leading to an increase in daily job rate per technician.
- Identified the need for a Sydney based field service team which increased technical staff numbers by 50%
- Implemented and maintained a preventative maintenance schedule reducing reactive service calls by 20%
- Reduced technician van stock levels by 25% by removing unused or superseded spare parts
- Improved customer satisfaction around response times and communication by more than 20% as per most recent
NATIONAL TECHNICAL SERVICE COORDINATOR
JDE COFFEE & TEA AUSTRALIA
2008.06 - 2022.06
- Managed approximately 30 - 50 incoming calls and 40-50 emails per day
- Work autonomously to create service delivery rosters ensuring compliance with standards and budgetary requirements
- Develop and maintain constructive working relationships with customers Provide a high standard of customer service to clients and external stakeholders
- Delegate and schedule approximately a thousand work orders monthly
- Enter new jobs on CRM and maintain SAP equipment records for all equipment internally and in the park
- Create purchasing requisitions for repairs, tools, parts and consumables for all technical maintenance needs
- Assist with budget monitoring, planning and tracking
- Process payment of invoices
- Control and maintain the rental records of equipment and Rental contracts
- Set and manage KPI’s for the field service team and out sourced parties and create weekly and monthly reports for the Management Team regarding service levels, completed job rates, return repairs, customer satisfaction, etc
- Regularly assist with the emergency call out service bookings after hours/weekends and public holidays
- Troubleshooting with customers regarding equipment faults and errors
CUSTOMER SERVICE SPECIALIST
JDE COFFEE & TEA AUSTRALIA
2003.12 - 2008.06
- Manage incoming calls and customer service inquiries in a timely and accurate manner
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed customer service improvement initiatives to decrease customer wait times.
PROJECT ADMINSTRATOR
NSW STATE RAIL
2003.06 - 2003.12
- Contracted role assisting the Project Manager and team with the financial and administrative requirements for the employment of NSW State Transit Officer Trainees
- Collection and system entry of employee timesheets weekly Process payment of supplier invoices Create purchase orders for stationery, machinery and necessary office equipment
- Collate weekly reports to be presented at the Management meeting which include immediate and contracted staff attendance records, record of expenditure and monthly accruals Work closely with all departments to ensure budgetary KPI’s are being met and recorded efficiently
- All Office administration including setting up of meeting rooms, meeting bookings, managing stationery supply and distribution
- Diary Management and appointment bookings for the Project Manager, Executive Assistant and Financial Controller.
IT ASSET ADMINISTRATOR
ST. GEORGE BANK LIMITED
1996.02 - 2003.04
- Responsible for administrative duties within the IT procurement and inventory management function
- Maintains records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software
- Lead and coordinate the provision of Asset Management services for St
- George Group
- Ensure that all services maintain a customer focus, achievement of business plan objectives and compliance with statutory requirements Continually assess processes, systems and structure to ensure that the teams are meeting St Prepare reports and statistical data on Automatic Teller Machines for the information of the I.T and Executive Teams
LEGAL SECRETARY AND ADMINISTRATOR
LEDLIN PARTNERS
1995.01 - 1996.01
- Responsible for all administrative duties
- Typing, processing and distribution of Court Documents to local Magistrates and Solicitors
- Banking and Mail daily Diary management and Travel Booking for the 3 Partners on site and their junior Solicitors.
Education
Picnic Point High School
Sydney, NSWSkills
- Excellent verbal and written communication skills and strong interpersonal skills
- Ability to multi-task, prioritise, and manage time effectively
- Problem-solving skills
- Teamwork and Collaboration
- Customer relations understanding
- Schedule Management
References
- Mr Laurence Harding, JDE Australia Technical Service Manager (Australia & NZ), 0438 231 823, laurence.harding@jdecoffee.com
- Ms Cassandra McCracken, Former Team Leader, Australian Beverage Corporation, 0411 169 786
- Mr Eamonn Ryall, Field Service Technician JDE Coffee & Tea Australia, 0438 200 171, eamonn.ryall@jdecoffee.com
Timeline
TECHNICAL SERVICE & SCHEDULING COORDINATOR
AUSTRALIAN BEVERAGE CORP PTY LTD-WOLLONGONG
2022.06 - 2024.06
NATIONAL TECHNICAL SERVICE COORDINATOR
JDE COFFEE & TEA AUSTRALIA
2008.06 - 2022.06
CUSTOMER SERVICE SPECIALIST
JDE COFFEE & TEA AUSTRALIA
2003.12 - 2008.06
PROJECT ADMINSTRATOR
NSW STATE RAIL
2003.06 - 2003.12
IT ASSET ADMINISTRATOR
ST. GEORGE BANK LIMITED
1996.02 - 2003.04
LEGAL SECRETARY AND ADMINISTRATOR
LEDLIN PARTNERS
1995.01 - 1996.01
Picnic Point High School
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