Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Amy Hitchen

Quakers Hill

Summary

Adept at project management and fostering strong relationships, I spearheaded master data management initiatives at Wattyl Paints, enhancing data integrity and operational efficiency. My expertise in problem resolution and commitment to continuous improvement significantly boosted team productivity and customer satisfaction, marking me as a key contributor to organizational success.

Overview

13
13
years of professional experience

Work History

Customer Service Specialist

Wattyl Paints
01.2018 - Current
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Streamlined master data management processes by implementing efficient data governance strategies.
  • Developed customized training materials and conducted workshops for end-users, fostering a culture of continuous learning around MDM best practices.
  • Optimized data integration processes by designing clear workflows and procedures for the maintenance of critical master records.
  • Developed robust master data management frameworks, resulting in improved cross-functional collaboration.
  • Enhanced data quality for better business decision-making through regular data audits and cleansing activities.
  • Managed large-scale master data projects from inception to completion, consistently meeting deadlines and budget requirements.
  • Implemented effective change management strategies, enabling seamless transitions during system upgrades and migrations.
  • Contributed to overall business success by maintaining high levels of data integrity and alignment with strategic objectives.
  • Established strong relationships with stakeholders to ensure alignment between master data initiatives and business objectives.
  • Provided subject matter expertise on all aspects of master data management, serving as a valuable resource for cross-functional teams.
  • Collaborated with IT teams to implement new MDM software solutions, increasing overall operational efficiency.
  • Reviewed source documents and listings to compile resources for identifying and correcting data allocation issues.
  • Oversaw security and information retention policies and practices according to internal and government-ordered standards.
  • Identified and resolved data-handling errors and hardware conflicts to maintain organizational IMS infrastructure.
  • Liaised between data management and IT support personnel to communicate ongoing system maintenance and new software development.
  • Partnered with subject matter experts in continuous improvement process, upgraded data quality and recommended innovative information management strategies.

Customer Activation Supervisor

Wattyl Paints
01.2014 - 12.2017
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
  • Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
  • Played an integral role in successful seasonal sales events by ensuring timely implementation of all associated price changes and promotional materials.
  • Maintained accurate records of all pricing activities, allowing for easy retrieval when needed for audits or regulatory inspections.
  • Improved pricing accuracy by diligently updating and maintaining price changes in the system.
  • Streamlined the process of updating prices in the system by mastering the use of various software tools employed by the company for this purpose.
  • Promoted a culture of continuous improvement within the department by proactively suggesting process enhancements that led to increased productivity levels.
  • Interacted with customers to resolve billing disputes and respond to inquiries.
  • Verified accuracy of billing data and corrected discrepancies.

Customer Activation Coordinator

Wattyl Paints
01.2012 - 01.2014
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Gathered and organized materials to support operations.
  • Streamlined contract processes by implementing efficient documentation and tracking systems.
  • Developed and maintained a centralized contracts database for easy access and increased efficiency.
  • Managed a portfolio of contracts, ensuring compliance and timely renewals.

Education

Higher School Certificate -

Gilroy College
Castle Hill, NSW
12-2001

Skills

  • Good communication skills
  • Problem resolution
  • Project management
  • Account management
  • Administrative support
  • Relationship building
  • Critical thinking
  • Documentation
  • Data collection
  • Team development
  • Report creation
  • Account updating

Accomplishments

SME for Order Management, Customer Support, Pricing and Customer Creation in CRM implementation from PRISM to ORACLE


And SME for Customer Creation and Master data Validation in CRM implementation from ORACLE to SAP

Timeline

Customer Service Specialist

Wattyl Paints
01.2018 - Current

Customer Activation Supervisor

Wattyl Paints
01.2014 - 12.2017

Customer Activation Coordinator

Wattyl Paints
01.2012 - 01.2014

Higher School Certificate -

Gilroy College

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Amy Hitchen