Caroline Smith
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
26
26
years of professional experience
Work History
Systems & IT Coordinator
Fernwood Fitness HQ
01.2020 - 07.2024
- Led the Fernwood Helpdesk team, overseeing ticket queues to ensure timely and accurate resolution of support requests
- Served as the Subject Matter Expert (SME) for the team, providing expertise and guidance, and reported directly to the National Operations Manager
- Provided 1st and 2nd level IT support to HQ staff, clubs, and members, consistently meeting KPIs
- Consulted daily with external stakeholders to deliver seamless BAU IT support, ensuring all operational systems functioned optimally and promptly addressing reported issues
- Improved network operations by implementing proactive hardware, software, and policy updates
- Facilitated the procurement and programming of new IT equipment, including the deployment of new workstations
- Managed the end-to-end onboarding process for new staff, ensuring smooth integration and setup.
Membership Administration Officer
Fernwood Fitness HQ
05.2015 - 01.2020
- Negotiated and collected overdue member payments, and followed up on breached payment arrangements
- Coordinated debt referrals, conducted account reconciliations, and resolved disputes efficiently
- Managed customer queries, provided administration support, and maintained accurate membership records
- Handled daily transactional banking, direct debit batch processing, and batch debit recovery for clubs
- Proactively contacted members with outstanding payments, ensuring accuracy in all financial transactions
- Managed inbound and outbound calls using Avaya and 8x8 systems, contributing to positive member experiences.
Service Specialist
ANZ
01.2013 - 12.2014
- Provided comprehensive account support for Business, Corporate, and Institutional banking clients, addressing their specific needs and concerns
- Managed both inbound and outbound calls, ensuring effective communication and prompt resolution of client inquiries
- Maintained detailed and accurate database notes and actions, ensuring all client interactions were properly documented
- Offered subject matter expertise, conducted product training sessions, and provided technical support to enhance client understanding and usage of banking products
- Ensured strict compliance with privacy acts and statutory legislation, safeguarding client information and upholding regulatory standards
- Consistently met or exceeded key performance indicators (KPIs), demonstrating a strong commitment to service excellence.
Senior Migration Officer
ANZ
11.2009 - 12.2012
- Supported and trained ANZ Online customers in migrating to ANZ Transactive, a web-based business banking software
- Conducted onsite and remote training sessions for Corporate and Institutional ANZ clients
- Prepared documentation for ANZ Transactive applications
- Managed inbound and outbound calls, ensuring effective communication with clients
- Provided subject matter expertise and technical support to stakeholders
- Handled portfolio management responsibilities with a focus on client satisfaction.
Collections Officer & Hardship Team Consultant
AGL
09.2008 - 11.2009
- Managed portfolio of consumer accounts, ensuring effective oversight and maintenance
- Efficiently handled inbound and outbound calls, facilitating smooth communication with clients
- Negotiated and collected overdue payments, successfully resolving delinquent accounts
- Generated reports, followed up on breached payment arrangements, and assessed hardship cases to provide financial aid
- Conducted account reconciliations and investigations, ensuring accuracy and completeness
- Addressed customer queries, performed data entry using SAP, and resolved disputes while engaging in skip-tracing activities.
Direct Lending Consultant
GE MONEY
12.2006 - 09.2008
- Processed online applications and inbound call requests for Motor Finance, ensuring timely and accurate handling
- Provided detailed and accurate quotes for Motor Finance, assisting customers in making informed decisions
- Prepared customer contracts and facilitated the sign-up process, ensuring a smooth and efficient experience
- Collaborated closely with Motor dealerships, private vendors, and internal departments such as New Business, Settlements, Collections, and Personal Lending to streamline operations and improve customer service.
Financial Service & Customer Service Consultant
Optus
09.2005 - 12.2006
- Assisted customers with account and billing inquiries, providing clear and effective support
- Managed inbound collections for overdue and unpaid accounts, ensuring prompt resolution of outstanding balances
- Conducted risk assessments to identify potential issues and mitigate financial risks
- Arranged payment agreements with customers to facilitate the settlement of overdue accounts
- Coached new Optus call centre staff during their transition, including monitoring call quality, preparing management reports, and conducting one-on-one performance reviews.
Food & Beverage Attendant
TELUS Conference Centre
01.2004 - 08.2005
- Provided full-service dining for corporate functions, catering to groups of 1,200 to 1,500 guests
- Managed food and beverage service in a high-volume setting, ensuring quality and efficiency
- Coordinated with team members to deliver exceptional service for large-scale events.
Sales Associate
GAP INC
12.2003 - 08.2005
- Achieved rigorous sales targets consistently as a sales associate, driving store performance
- Provided personalized shopping assistance and exceptional retail customer service
- Managed visual merchandising, including store and window displays, to enhance the shopping experience.
Sales Associate
Banana Republic
08.2003 - 12.2003
- Met rigorous sales targets consistently, contributing to overall store performance
- Delivered personalized shopping assistance and high-quality retail customer service
- Managed visual merchandising, including designing and arranging store and window displays.
Food & Beverage Attendant
MINK & The Prince Hotel
09.2000 - 08.2003
- Provided food and beverage service at a boutique vodka bar Mink and The Prince Public Bar and Band Room, ensuring a high-quality experience for patrons
- Hosted special events, delivering exceptional table service and managing event-specific needs
- Worked as a bartender, preparing and serving drinks while maintaining a clean and organized bar area.
Food & Beverage Supervisor
ALH Pty Ltd
03.1998 - 08.2000
- Supervised a team of 15 staff members, overseeing their performance and providing guidance
- Hosted special events, delivering table service for food and beverages to ensure a memorable experience
- Worked as a bartender, preparing and serving drinks while maintaining high standards of cleanliness and service
- Managed staff rostering and delegated duties effectively to ensure smooth daily operations.
Education
Bachelor of ICT - Software Technology
Swinburne University of Technology
Melbourne, VIC11.2027
Skills
- Professionalism and Integrity
- Customer Centric Approach
- Incident Management
- Ticketing System Expertise
- Systems Administration
- Stakeholder Engagement
- Pilot Testing & Implementation
- Remote Technical Support
- Problem-Solving
- Thrives In Crisis
- Critical Thinking
- Adaptability
Timeline
Systems & IT Coordinator
Fernwood Fitness HQ
01.2020 - 07.2024
Membership Administration Officer
Fernwood Fitness HQ
05.2015 - 01.2020
Service Specialist
ANZ
01.2013 - 12.2014
Senior Migration Officer
ANZ
11.2009 - 12.2012
Collections Officer & Hardship Team Consultant
AGL
09.2008 - 11.2009
Direct Lending Consultant
GE MONEY
12.2006 - 09.2008
Financial Service & Customer Service Consultant
Optus
09.2005 - 12.2006
Food & Beverage Attendant
TELUS Conference Centre
01.2004 - 08.2005
Sales Associate
GAP INC
12.2003 - 08.2005
Sales Associate
Banana Republic
08.2003 - 12.2003
Food & Beverage Attendant
MINK & The Prince Hotel
09.2000 - 08.2003
Food & Beverage Supervisor
ALH Pty Ltd
03.1998 - 08.2000
Bachelor of ICT - Software Technology
Swinburne University of Technology
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