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
09.2022 - 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
08.2019 - 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
01.2019 - 08.2019
- 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
11.2017 - 01.2019
- 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
02.2016 - 11.2017
- 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
11.2012 - 02.2016
- 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
09.2022 - Current
Client Service Specialist & Subject Matter Expert - Investment Platforms
BT Financial Group
08.2019 - Current
Customer Relations: Superannuation, Investments and Retirement
BT Financial Group
01.2019 - 08.2019
Customer Relations Consultant: General Insurance (Sales)
BT Financial Group
11.2017 - 01.2019
Office Administration Assistant
Barossa Bottling
02.2016 - 11.2017
Retail Assistant
Target Australia
11.2012 - 02.2016
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
Similar Profiles
Michal MacugaMichal Macuga
Land Surveyor at Linke & Linke SurveysLand Surveyor at Linke & Linke Surveys
Ella Sophia Pfeiffer-Freiin Von HammersteinElla Sophia Pfeiffer-Freiin Von Hammerstein
Veterinary Internship at Dr.med.vet. Holger Linke VeterinarianVeterinary Internship at Dr.med.vet. Holger Linke Veterinarian
Robert LiRobert Li
Director of Business Development at Linke SingaporeDirector of Business Development at Linke Singapore