Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Accomplishments
Software
Timeline

Amy Walker

Sydney,NSW

Summary

Collaborative Client Onboarding Specialist who applies strong project management skills to every job task. Demonstrates efficiency in coordinating onboarding activities with organising and planning abilities. Possesses strong interpersonal and relationship-building skills. Enhances customer experiences through service-oriented behaviours. Detail-oriented team player adept at planning and implementing remote and onsite training programs.

Overview

3
3
years of professional experience

Work History

Onboarding Specialist

PropertyMe
08.2024 - Current
  • Guides real estate agents through key milestones in their PropertyMe journey with a 93% CSAT rating.
  • Provides first-class support throughout Onboarding for all agencies.
  • Collaborates with cross-functional teams to enhance user experience.
  • Manages last-minute schedule changes with minimal disruption to daily operations or customer service levels.
  • Provides support during periods of high demand by stepping in as needed to cover shifts or manage urgent tasks effectively.

Customer Support Specialist

PropertyMe
06.2023 - 08.2024
  • Demonstrated creative troubleshooting and problem solving for Web and Mobile applications.
  • Provided exceptional technical support and customer service to almost 6000 agencies in fast-paced environment maintaining positive attitudes, using active listening skills, and providing empathetic responses to customer concerns.
  • Utilised CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Increased first-call resolution rates to 60% with thorough troubleshooting and problem-solving skills.

Onboarding Coordinator

MadeComfy
02.2023 - 05.2023
  • Evaluated onboarding progress for each new property and provided regular updates to owners.
  • Handled high caseload of 20+ properties and owners each with significant and complex accounts by delivering ongoing and efficient service throughout process and adhering to differing timelines.
  • Conducted regular meetings with department heads to discuss progress of newly onboarded owners and identify areas for improvement.
  • Oversaw updates to internal documentation related to onboarding processes, keeping information current and accessible for all staff members.
  • Utilised advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.

Guest Experience Officer

MadeComfy
03.2022 - 02.2023
  • Triaged up to 300 check-ins and check-outs each day, verified details using Autohost, managed concerns and prioritised critical issues to be urgently addressed through Salesforce and Slack.
  • Mentored 30 new Guest Experience Officers on procedures, systems and policies in six months.
  • Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
  • Developed additional training material for different departments.
  • Coordinated with multiple agencies to streamline operations, enhancing overall response times during emergencies.

Lead Generator

TalkScoop
05.2021 - 03.2022
  • Scheduled over 600 appointments between qualified leads and sales representatives for product consultations.
  • Managed productive calls by maintaining control and using scripts to overcome objections.
  • Influenced the company culture by scheduling social activities.
  • Cultivated trust with prospects through consistent follow-up communication and relationship-building tactics, leading to higher conversion rates over time.
  • Assisted colleagues with their own lead generation tasks during peak times or when they needed support, contributing positively towards team success overall.

Education

Training and Development -

University of South Australia, Adelaide, South Australia
05.2024

Basic Trust Accounting -

REINSW, Sydney, NSW
09.2023

Certificate III - Business Administration

KS Training, Sydney, NSW
05.2023

Skills

  • Technical Troubleshooting

  • Conflict Resolution

  • Software Knowledge

  • Ticket Management

  • Telephone Etiquette

  • Leadership

  • Process Improvement

  • Staff Training

  • Empathy and patience

  • SaaS

Languages

Indonesian
Elementary

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Resolved product issue through consumer testing.
  • Achieved 93% CSAT by completing Agency Onboarding with accuracy and efficiency.
  • Trained and mentored 30 junior staff on processes, rapport building and daily habits to achieve success.

Software

ZenDesk

Salesforce

Trello

Autohost

PropertyMe

Chargesdesk

Timeline

Onboarding Specialist - PropertyMe
08.2024 - Current
Customer Support Specialist - PropertyMe
06.2023 - 08.2024
Onboarding Coordinator - MadeComfy
02.2023 - 05.2023
Guest Experience Officer - MadeComfy
03.2022 - 02.2023
Lead Generator - TalkScoop
05.2021 - 03.2022
REINSW - Basic Trust Accounting,
University of South Australia - Training and Development,
KS Training - Certificate III, Business Administration

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