Anastasia Ralph
Netherby,SA
Summary
A dedicated and adaptable professional with a diverse background in client service, sales, and leadership roles across various industries. Demonstrates strong problem-solving abilities, dynamic communication skills, and a commitment to delivering exceptional customer experiences.
Overview
11
11
years of professional experience
Work History
Studio Manager and Personal Assistant
Surround Interiors by Fleur Linke
2022.09 - Current
- Working autonomously and alongside the Director through all phases of projects, from initial briefings and Concept development, presentation and handover, and design implementation
- Creating and delivering tailored presentations to clients, articulating design concepts and solutions, and documenting changes and areas of concern for resolution
- Developing and comprehending detailed architectural drawings and legal documentation, alongside preparation and management of Materials and FF&E Schedules
- Continual management of an extensive sample library with a focus on streamlining and improving the current method of documentation and storage
- Managing inquiries and scheduling meetings, handling inbound and outbound contact from suppliers and potential clients
- Present focus and experience within complex and large-scale hospitality projects, complemented by additional work in Residential design.
- Developed and implemented strategies to increase studio visibility and reach more clients.
Client Service Specialist & Subject Matter Expert - Investment Platforms
BT Financial Group
2019.08 - Current
- Handling incoming client queries related to the Panorama Platform, while fostering and maintaining professional relationships with customers and stakeholders to ensure satisfaction.
- Continual use and development of In-depth expertise in BT Panorama products, as well as comprehensive knowledge of Australian Superannuation laws and regulations.
- Proficient knowledge in basic Tax and Accounting practices; generating account Taxation reports and educating stakeholders on legislation concerning Australian Superannuation Law and Investments.
- Supervising the team and their overall progress, reporting and managing individual performance.
- Scheduling and facilitating team training on new processes, as well as ensuring high-quality customer service and compliance with product and privacy laws within the team.
- Identifying and managing external stakeholder Complaints till resolution, and/or escalating where required.
- Facilitation of trades through the ASX for clients across BT Financial Group's multiple Investment platforms in an accurate and precise manner, whilst maintaining customer privacy and compliance.
- Identifying service gaps and escalating to obtain quick resolutions by working with other stakeholders within the business.
- Demonstrating a deep understanding of business rules and regulations, and proactively adhering to them to minimise risk and ensure compliance.
- Consistently achieving high standards of performance by setting and working toward high targets and KPIs, contributing to the growth and success of the organisation
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Relations: Superannuation, Investments and Retirement
BT Financial Group
2019.01 - 2019.08
- Providing clients with detailed insights into their Superannuation, Investment, and retirement products for informed decision-making
- Conducting training sessions for new team members to ensure familiarity with technical processes
- Consistently handling 40 to 60 calls per day, maintaining an average customer satisfaction rate of 98.8%
- Offering empathetic support to customers facing financial challenges, providing information and options
- Addressing service failures by investigating issues and maintaining service quality and trust within the business
- Managing calls efficiently to serve a larger customer base, along with communication via email and online enquiries
- Cultivating relationships with internal and external stakeholders across various positions
- Demonstrating a deep understanding of business rules and regulations, and proactively adhering to them to minimise risk and ensure compliance
- Consistently achieving high standards of performance by setting and working toward high targets and KPIs, contributing to the growth and success of the organisation
Customer Relations Consultant: General Insurance (Sales)
BT Financial Group
2017.11 - 2019.01
- Handled inquiries related to Owner Occupied and Landlord House and Contents Insurance, representing Westpac and its Subsidiaries
- Maintained a steady daily sales volume, meeting targets consistently
- Designed quotes, provided product recommendations and general advice, aiding customers in decision-making
- Identified customer needs and upsold additional products and services to meet specific requirements
- Efficiently resolved issues, ensuring timely solutions to customer concerns
- Received accreditation in Call Quality Monitoring, recognised for solid performance on calls
- Facilitating training and development in knowledge and technical processes for new starters
- Demonstrating a deep understanding of business rules and regulations, and proactively adhering to them to minimise risk and ensure compliance
- Consistently achieving high standards of performance by setting and working toward high targets and KPIs, contributing to the growth and success of the organisation
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Office Administration Assistant
Barossa Bottling
2016.02 - 2017.11
- Delivered clerical support by handling range of routine and special requirements.
- Interacted with customers by phone, email, or in-person to provide information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Maintained and updated office records, both digital and physical.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Built and maintained excellent customer relationships through prompt response to inquiries and going above and beyond to accommodate complicated requests.
Retail Assistant
Target Australia
2012.11 - 2016.02
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Replenished sales floor merchandise and organised shelves and racks with accurate signage for current promotions and optimal appearance.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Balanced and organised cash register by handling cash, counting change, and storing recipts and vouchers.
- Used POS system to process sales, Lay-buy orders, and gift card activations.
- Processed customer returns to manage smooth refunds and exchanges following store procedures.
- Worked with loss prevention in monitoring shopper behaviour.
- Increased sales and customer satisfaction through personalised servicing.
Education
Working With Children Check -
DHS
01.2024
Bachelor of Nursing -
Adelaide University (1 year)
03.2017
High School Diploma -
Cardijn College
11.2015
Driver's License Manual And Automatic -
Driver's License
02.2015
Skills
- Organised and Effective Problem-Solver: Adept at resolving challenges in high-pressure, fast-paced environments while prioritizing tasks effectively, managing schedules, and handling multiple projects simultaneously.
- Excellent Communicator: Exceptional verbal and written communication abilities demonstrated through customer service and sales, office management, and stakeholder relationship management.
- Adaptive Leader: Skilled in team leadership, delegation, and fostering a positive, proactive team environment across diverse roles and responsibilities.
- Customer-Centric Focused: Passionate about delivering unparalleled customer service experiences, consistently exceeding expectations, and fostering long-lasting client relationships.
- Advocate for Continuous Improvement: Proactive in identifying process enhancements and innovative solutions to drive efficiency and effectiveness in various operational areas.
- Technically Proficient: Confident in Microsoft Office Suite and experienced in leveraging systems and programs to streamline operations and ensure compliance. An extremely fast learner of new software and occupational processes.
- Resilient and Results-Driven: Demonstrated resilience in managing challenges while maintaining a results-oriented approach across multiple job functions and responsibilities.
References
- Abbie Walker, Team Leader, BT Financial Group, 0450 924 019, Abbie.Walker@btfinancialgroup.com
- Fleur Linke, Employer, Surround Interiors, 0423 030 894, Fleur@surroundinteriors.com.au
- Blaze So, Colleague, Westpac Banking Corporation, 0413 668 191, Blaze.so@westpac.com
Timeline
Studio Manager and Personal Assistant
Surround Interiors by Fleur Linke
2022.09 - Current
Client Service Specialist & Subject Matter Expert - Investment Platforms
BT Financial Group
2019.08 - Current
Customer Relations: Superannuation, Investments and Retirement
BT Financial Group
2019.01 - 2019.08
Customer Relations Consultant: General Insurance (Sales)
BT Financial Group
2017.11 - 2019.01
Office Administration Assistant
Barossa Bottling
2016.02 - 2017.11
Retail Assistant
Target Australia
2012.11 - 2016.02
Working With Children Check -
DHS
Bachelor of Nursing -
Adelaide University (1 year)
High School Diploma -
Cardijn College
Driver's License Manual And Automatic -
Driver's License
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