Amber Johnson
Melbourne,VIC
Summary
Motivated individual with over 15 plus years of experience in Sales, Account Management, Hospitality, Customer Service and Photography. Skilled in building customer relationships and understanding customer needs, Strong communication and interpersonal skills for providing superior customer service. Proven ability to generate revenue growth across key accounts and a track record of meeting sales target.
Overview
18
18
years of professional experience
Work History
Customer Service Consultant Temporary Contract
Australian Unity
2024.01 - 2024.04
- Professionally handled high call volumes with empathy and expertise in a courteous and professional manner to retain customers.
- Gained in-depth understanding of company products, systems and policies to give customers expert support during insurance rate increase periods.
- Enhanced customer loyalty by delivering top-notch, personalized solutions.
- Identified and addressed the root cause of customer concerns.
- Collaborated and communicated with senior colleagues to ensure comprehensive customer support.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
- Assisted with policy renewals during rate review periods, cancellations, and amendments.
- Engaged with members to upsell products and retain their membership during a period of time when members were shopping around for reduced insurance premiums.
Casual Property Consultant
Luxury Retreats AirBNB
2018.01 - 2022.12
- Completing the required 'on-boarding' reports for luxury short-term property rentals (in the Bay of Plenty Region New Zealand) that were interested in listing their properties with Luxury Retreats.
- Performed detailed assessments following a comprehensive home consultation process.
- Ensured customization of the homes in accordance with Luxury Retreats quality standards, making sure that the properties met guests requirements.
- Responded to home issues, and acted in a timely manner to assist the central team to achieve a resolution and build strong relationships with partners to ensure an excellent Host experience.
- Liaised with property owners and management companies, maintaining strong partnerships that facilitated seamless transactions and enhanced client satisfaction.
Sales and Marketing Advisor
Web Genius
2020.10 - 2022.12
- My role as the Digital Marketing Advisor at Web Genius for the Bay Of Plenty region New Zealand was to manage the on-going digital requirements of my client base (100 plus clients) and to bring on new business within the territory.
- Met and exceeded revenue expectations of clients while managing the full cycle from prospecting to closing deals for new business.
- Made daily in person and cold calls to businesses to build a solid pipeline of prospects through lead generation
- Developed and maintain meaningful relationships with my client base to retain clients and upsell new products and digital solutions.
- Communicated and collaborated with the support and production teams to ensure client retention, product delivery and client requirements.
- Maintain client communications for ongoing expansion opportunities
- Managed sales pipelines effectively, leading to consistent achievement of quotas.
- Streamlined sales processes to improve efficiency, resulting in higher close rates.
- Strengthened internal communication channels between departments fostering a productive work environment conducive to achieving shared goals.
- Generated high-quality leads through strategic networking and prospecting efforts.
- Developed strong client relationships for increased customer loyalty and repeat business.
Owner/Studio Manager/Photographer
Photography Business
2009.05 - 2022.08
- I have over 20 years’ experience in photography
- I worked full time as a portrait and wedding photographer for several years and have freelanced between other roles shooting business branding photography, head shots, real estate photography and modelling portfolios
- I have completed work for various small businesses from restaurants to engineering clients
- Clients include Airbnb, Black & White Magazine, Sports Monthly Magazine and the Queensland Surf Life Saving Calendar
- I have a passion for the natural world and love to shoot landscapes and the human connection within these spaces.
- Photographed high-quality images for various print and digital projects.
- Captured stunning images by utilizing various lighting techniques and creative compositions.
- Scheduled and booked locations for photo shoots, working collaboratively with clients and contacts.
- Provided exceptional customer service throughout the entire process from initial consultation to delivery of final products.
- Utilized natural and artificial lighting to capture desired images and maintain quality.
- Optimized workflow efficiency by implementing photo editing software tools like Lightroom and Photoshop.
- Assisted clients in selecting poses, wardrobe and backgrounds to photograph different looks, concepts and locations.
- Managed multiple projects simultaneously by prioritizing deadlines and maintaining excellent organization.
- Conducted pre-shoot consultations to discuss clients'' needs and preferences for optimal results.
- Showcased diverse photography styles for clients to choose from, increasing portfolio versatility.
- Continuously improved technical skills by staying updated on industry trends and new equipment.
- Established a recognizable personal brand within the photography market through consistent style and quality workmanship.
- Displayed portfolio to show off best work to potential clients and promote skills and value.
- Regularly networked at industry events to form lasting professional connections leading to new opportunities.
- Assisted clients with creative ideas for photography needs.
- Captured stunning images for variety of projects.
Client Manager Assistant Contract
Kinetic Recruitment
2020.02 - 2020.04
- Perpetual Guardian is New Zealand’s premier provider of full suite Estate Planning Services, Trusts and Wills
- My temporary role as a Client Manager Assistant included: - Assisting Client Manager with Maori Lands Education Grant and Kaumatua Grant Applications
- This involved communication with applicants in person, via phone and via correspondence to acquire the required documentation for the application
- Updating internal CRM systems of process and checking Maori Lands online records to ensure accuracy of the information. - Answering and transferring calls as well as taking messages for team. - Scanning of documents, Client database management, Ordering Office Supplies, Filing and Assisting Client Managers with various administrative duties as needed.
Customer Service Consultant
Madison Recruitment
2018.10 - 2019.06
- My role consisted of providing Customer Service across a variety of channels including phone, email and digital channels
- Assisted internal teams with updating and converting New Zealand Business owners to a new online software platform and process for reporting employment information (Payday Filing).
- Analysed and entered and updated access delegation for appropriate administrators of business accounts.
- Delivered on screen training presentations to account uses.
- Completed security validation for business accounts and activating user on-line accounts.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volume and answered constant flow of customer calls with minimal wait times.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Tracked customer service cases and updated service software with customer information.
- Maintained up-to-date knowledge of product and service changes.
Account Manager
Bartercard
2016.10 - 2017.10
- Bartercard is the operator of the world’s largest barter trading exchange that attracts new customers and increases sales for its members. My role as an Account Manager consisted of providing technical support to customers and assisting them with generating trade sales via marketing strategies, member referrals and connections.
- Assisted clients to generate sales and save them cash through utilizing the Bartercard tools and services.
- Account reconciliation, debt recovery, orchestrated payment plans for members and sold memberships to new members
- Managed a client base of 250 members from Professional Services Industries (Law firms, Property Services, Mortgage brokers, Financial Advisors, Dentists, Educators and Industrial Service Providers).
- Exceeded sales targets measured on call count (every member to be contacted via telephone at least once and month), trade volume (the amount of trade sales generated by member base per month), physical visits to members (five per week), new member contract signs and member referrals generated for the sales team.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Facilitated client satisfaction and renewed customer relations to drive growth.
Student Recruitment and Course Advisor Contracts
Maverick Rose Group
2016.05 - 2016.10
- Eskimo Sales Maverick Rose is a sales resourcing company, providing skilled sales professionals on a flexible basis. My temporary contracts at Boxhill Tafe, Kangan Tafe and Tafe South Australia consisted of assisting the recruitment and admissions teams.
- Advised students about enrolment and payment options and updating student records on CRM systems (Banner/Salesforce).
- Provided personal assistance to management divisions.
- Booked students for course information and engagement events.
- Liaised with organisational business units to source information and update students accordingly.
- Managed complex scheduling conflicts while maintaining focus on individual student needs and preferences.
- Enhanced student enrollment by providing personalized course recommendations and addressing individual needs.
- Recruitment Team Leader responsible for guiding a team on inbound calls from students enrolling at Tafe South Australia. This project was also a test pilot for the Tafe using Salesforce for the first time for their enrolments.
- Provided exceptional guidance to prospective students throughout application process, leading to increased conversion rates from inquiry stage to enrollment completion.
- Exceeded annual enrollment targets consistently demonstrating a high level of expertise in student recruitment strategies.
- Coordinated campus tours showcasing facilities, faculty, and resources to potential enrollees.
Catering and Event Coordinator
Bayleaf Catering Medibank
2015.10 - 2016.05
- Bayleaf Catering provides premier catering solutions for corporate and private clients. My role consisted of coordinating the catering, events and reception of their corporate client Medibank Private
- Meeting room and boardroom event planning and daily management.
- Ensured group property Health and Safety standards and on-site IT requirements.
- Collaborated with chefs and catering team to create and deliver client menus. Lead a cohesive team, intertwined with various internal and external divisions, clients, partners and vendors.
- Managed the online booking system and lead the team service for the clients over ten floors and within the client engagement venue space. This included ten boardrooms, an event space that could accommodate larger groups and a demonstration kitchen (which ran cooking workshops for internal staff project teams and external company clients in conjunction with the Stephanie Alexander Kitchen Garden Foundation).
- Managed administrative logistics of events planning, event booking, and event promotions.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
- Collaborated with cross-functional teams to ensure seamless event execution and positive outcomes.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
- Brainstormed and implemented creative event concepts and themes.
- Enhanced attendee experience by meticulously planning and executing event logistics.
- Managed budgets effectively, negotiating contracts to secure cost savings without compromising quality.
- Consulted with customers to determine objectives and requirements for events.
- Trained and supervised event staff to complete tasks on time.
Boardroom Catering
Pinnacle Hospitality
2013.09 - 2015.10
- Pinnacle offers premier staffing solutions. As a casual employee I worked on a regular basis at Merrill Lynch Bank of America, Commonwealth Bank, Herbert Smith Freehills, Citi Bank and for many other catering companies and corporate firms
- My responsibilities included servicing boardrooms and high end events, reception, paperwork related to catering departments, maintenance of pantries, stock taking and general hospitality service.
Restaurant Manager and Event Co-ordinator
Danish Club of Victoria
2012.08 - 2013.09
- Danish Club of Victoria comprises of the Dansk restaurant, incorporating conference and function facilities. Answering to the Committee and Head Chef Manager, my role consisted of overseeing the running and daily operations of the restaurant and of increasing the membership base and the driving of corporate events, functions and Danish commemorative events to both members and non-members
- Pre-sales meetings for event, coordinating all event details from client contracts, payments, designing of floor plans and staffing to optimizing the event experience for attendees
- Daily coordination of all restaurant service, inventory beverage stock-take and ordering and coordination of internal staff and event contractors.
- Carefully interviewed, selected, trained, and supervised staff.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Correctly calculated inventory and ordered appropriate supplies.
- Reconciled cash and credit card transactions to maintain accurate records.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
- Assisted in development and implementation of new menus to offer variety and options to customers.
- Motivated staff to perform at peak efficiency and quality.
- Developed unique events and special promotions to drive sales.
Studio Production Assistant
Jack Deutsch Studios
2008.07 - 2009.05
- Jack Deutsch Studios is a commercial photography studio servicing designs and advertising clients. My role was to provide on set assistance to photographer and agency clients
- Assisted in post-production processes such as editing photo images and retouching.
- Coordinated locations for shoots and bookings of talent.
- Maintained accurate records of shooting schedules, shot lists, and call sheets for optimal organization throughout production process.
- Supported production team by assisting with various tasks, ensuring timely project completion.
- Facilitated smooth transitions between scenes by coordinating set changes and adjusting lighting as needed.
- Enhanced studio efficiency by managing equipment inventory and maintaining a well-organized workspace.
- Improved studio safety by conducting routine checks of equipment and promptly addressing any issues.
- Collaborated effectively with diverse team members for efficient coordination of all aspects of studio operations.
- Operated camera, lighting and grip equipment to use during production process.
- Contributed to successful productions with thorough pre-production planning and preparation including model scouting.
Sales Recruitment
ISV International Student Volunteers Abroad
2006.01 - 2006.03
- ISV is partnered with over one hundred volunteer organizations (government, academic institutions, private and grass roots organizations) with over 30,000 student participants. I organized successful career fairs at Universities across the Mid West USA to connect with potential candidates in person.
- My role as an ISV student representative was to promote the ISV program on campus at colleges across the Midwest territory of the USA to build a robust pipeline of candidates.
- As an area representative, sales targets had to be met at each campus by signing students to the volunteer conservation programs. Implemented targeted recruiting strategies for faster talent acquisition and reduced time to fill for open positions.
- Posted adverts with open positions on various job boards and social media platforms and presented to students at the start of lectures about the opportunities the ISV programs and opportunities.
Education
Bachelor of Arts - Photography
Griffith University
Brisbane, QLD12.2004
Skills
- Ability to relate effectively to a wide range of people including owners, suppliers, customers, contractors, and colleagues
- Results orientated
- Microsoft Office
- Photoshop
- Lightroom
- Various CRM platforms including Salesforce & Pipedrive
- Google Ads Search Certified
- Call center experience
- Critical Thinking
- Problem Resolution
- Customer Relations
- Complaint Handling
- Customer Acquisition
Hobbies
Mountain biking, landscape photography, renovating, and travel. Love time in nature with my family and fur friend Rex
Timeline
Customer Service Consultant Temporary Contract
Australian Unity
2024.01 - 2024.04
Sales and Marketing Advisor
Web Genius
2020.10 - 2022.12
Client Manager Assistant Contract
Kinetic Recruitment
2020.02 - 2020.04
Customer Service Consultant
Madison Recruitment
2018.10 - 2019.06
Casual Property Consultant
Luxury Retreats AirBNB
2018.01 - 2022.12
Account Manager
Bartercard
2016.10 - 2017.10
Student Recruitment and Course Advisor Contracts
Maverick Rose Group
2016.05 - 2016.10
Catering and Event Coordinator
Bayleaf Catering Medibank
2015.10 - 2016.05
Boardroom Catering
Pinnacle Hospitality
2013.09 - 2015.10
Restaurant Manager and Event Co-ordinator
Danish Club of Victoria
2012.08 - 2013.09
Owner/Studio Manager/Photographer
Photography Business
2009.05 - 2022.08
Studio Production Assistant
Jack Deutsch Studios
2008.07 - 2009.05
Sales Recruitment
ISV International Student Volunteers Abroad
2006.01 - 2006.03
Bachelor of Arts - Photography
Griffith University
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