ANTHEA MCLATCHIE
Carrum Downs,VIC
Summary
I am someone with a mature and flexible work ethic. A dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
As a dedicated and proactive individual, with enhanced service and solution focussed skills, I am now looking for an opportunity to collaborate my experience and core values to become part of a Team that resonates with my - Integrity, Teamwork, Accountability and Belief that anything is possible.
Overview
16
16
years of professional experience
Work History
SERVICE DELIVERY MANAGER - OPERATIONS
NATIONWIDE TOWING
11.2021 - 03.2023
- Position Duties include: Manage and provide strong leadership to 25+ Tow Truck Operators incl
- In/direct reports where appropriate, to ensure effective performance and support
- Monitor, manage and provide regular, consistent and effective reporting of operational performance incl
- Performance against KPIs, compliance, achievements and improvement initiatives
- Assist in the development of performance objectives
- Actively engage in and participate in the end-to-end recruitment of quality Tow Truck Operators (including interview and selection process), ensuring effective onboarding is completed as per process requirements
- Ensure all days, before and after public holidays are well resourced with additional trucks and service time coverage to service operational and council needs
- Monitor and maintain Tow Truck Operator compliance, with all Nationwide Group policies, procedures, agreements, and ensure maintenance of current TTO/vehicle licence and permits are kept up to date
- Issue uniform and equipment
- Actively contribute to the Service Delivery Operations department, other internal departments specifically Customer Service Delivery Centre, Senior management, Leadership teams, Business Development and Accounts payable through regular meetings
- Other Ad Hoc duties as required.
SERVICE DELIVERY MANAGER - OPERATIONS
NATIONWIDE TOWING
11.2021 - 03.2023
- Position Duties include: Manage and provide strong leadership to 25+ Tow Truck Operators incl
- In/direct reports where appropriate, to ensure effective performance and support
- Monitor, manage and provide regular, consistent and effective reporting of operational performance incl
- Performance against KPIs, compliance, achievements and improvement initiatives
- Assist in the development of performance objectives
- Actively engage in and participate in the end-to-end recruitment of quality Tow Truck Operators (including interview and selection process), ensuring effective onboarding is completed as per process requirements
- Ensure all days, before and after public holidays are well resourced with additional trucks and service time coverage to service operational and council needs
- Monitor and maintain Tow Truck Operator compliance, with all Nationwide Group policies, procedures, agreements, and ensure maintenance of current TTO/vehicle licence and permits are kept up to date
- Issue uniform and equipment
- Actively contribute to the Service Delivery Operations department, other internal departments specifically Customer Service Delivery Centre, Senior management, Leadership teams, Business Development and Accounts payable through regular meetings
- Other Ad Hoc duties as required.
RECEPTIONIST
FACEY PROPERTY
09.2014 - 09.2021
- Position duties include: Meet and greet all clients, contractors and visitors
- Managing a busy 10-line switchboard
- Regularly update and monitor the NEC phone system
- Logging keys in/out to staff, clients and contractors
- Collect and record all incoming/outgoing mail, including Registered post
- Receipt payments and finalise department banking
- Prepare, collate and maintain client files
- Work closely with and assist department managers
- Any other Ad Hoc duties to assist the team and the smooth running of certain processes.
PA/ASSISTANT PROPERTY MANAGER
RAINE & HORNE REAL ESTATE
02.2013 - 08.2013
- Position Duties included: Managed Director's schedules, calendars and events
- Answered and responded to a high volume of enquiries via emails and calls
- Carried out routine inspections and open house appointments
- Perspective tenant reference checks
- Managed rental advertising and uploading of photos to the Web
- Filing, banking and other day to day duties as required.
SALES ASSISTANT
COLRADO GROUP
11.2006 - 02.2013
- Position Duties included: Welcomed customers into the store, always with a smile
- Asked open ended questions to ascertain the customer's needs
- Informed customers of any specials or upcoming promotions available
- Confidently recommended alternate styles and colours
- Merchandising and completing inventory tasks
- Trained and served as a 'peer coach' for new staff
- Completed all 'point of sale' - opening and closing procedures, including cash register balancing
- Extensively resolved customer complaints face to face and over the phone.
Education
Real Estate Agents Rep. Certificate -
CHISHOLM FRANKSTON
01.2013
Real Estate Agents Rep. Certificate -
CHISHOLM FOOTSCRAY
01.2003
Diploma of Applied Social Science -
SWINBURNE
01.1989
Skills
Articulate and present well
Excellent at organising and planning
Performance driven
Enthusiastic in facilitating team building and mentoring
Committed, loyal & accountable
References
REFEREES TO BE SUPPLIED UPON REQUEST
Timeline
SERVICE DELIVERY MANAGER - OPERATIONS
NATIONWIDE TOWING
11.2021 - 03.2023
SERVICE DELIVERY MANAGER - OPERATIONS
NATIONWIDE TOWING
11.2021 - 03.2023
RECEPTIONIST
FACEY PROPERTY
09.2014 - 09.2021
PA/ASSISTANT PROPERTY MANAGER
RAINE & HORNE REAL ESTATE
02.2013 - 08.2013
SALES ASSISTANT
COLRADO GROUP
11.2006 - 02.2013
Real Estate Agents Rep. Certificate -
CHISHOLM FRANKSTON
Real Estate Agents Rep. Certificate -
CHISHOLM FOOTSCRAY
Diploma of Applied Social Science -
SWINBURNE
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