Catherine Brown
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Moving Consultant
Grace Removals Worldwide
08.2022 - Current
- Managing ESales email enquiry inbox
- Diary Management of External Consultants
- Having empathy for Customers moving under difficult circumstances
- Responding to online, phone and email enquiries within recommended time frame
- Contacting customers to determine need for phone quote or survey for local, intrastate, interstate and international moves, meeting KPI of over 75 Surveys per month and $30,000 in booked revenue.
- Booking ancillaries such as vehicle relocations and pet relocations.
- Services to ensure Customers Experience and needs are exceeded.
- Used consultative sales approach to understand and meet customer needs.
- Prepared pricing agreements and contracts to close sales.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
- Connected customers with services based on individual needs and vendor capabilities.
- Worked to develop network by identifying and pursuing new leads, attending industry events, and building rapport with clients.
- Proactively managed client correspondence and recorded tracking and communications.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
- Navigate various computer programs to ensure effective communication and tasks followed up and completed.
Event Coordinator - Contractor
Scarborough Sunset Markets – Kinn & Co
01.2022 - 09.2022
- Bump In of Food Trucks/Retail Stall Holders
- Bump Out of Food Trucks/Retail Stall Holders
- Set up of signage.
- Covid Marshalling
- Trouble shooting/Problem solving.
- Mentoring
- Managed event logistics and operations.
- Monitored and controlled event expenditures to meet budgets.
- Implemented contingency plans to address last-minute changes or unforeseen events.
- Brainstormed and implemented creative event concepts and themes.
Customer Service/Imaging Specialist
ZircoData
08.2016 - 07.2022
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Worked with internal staff to process documents and sent for closing.
- Compared incoming data against quality, integrity and accuracy expectations, identified faults and affected timely remedies.
- Converted documents from one application to another.
- Utilized Kodak software to scan and clean up project documents.
- Carried out in-depth needs assessments to determine document management requirements at department and individual user levels.
- Managed file archival and information retrievals.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Facilitated disclosure calls with various stakeholders to determine cause of process failure and how to improve systems
- Recording of disclosure call minutes, following up of action points from meeting with Operations, State Managers, Business Development Managers, Account Managers
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Event Coordinator - Contractor
SkyWorks – Kinn & Co Australia Day
01.2022 - 01.2022
- Bump In of Food Trucks/ Bump Out of Food Trucks safely onto/off site (Accessibility Family Zone)
- Ensure stall holders compliant with Environmental Health Standards (City of Perth)
- Trouble shooting/Problem solving.
- Key Collection
- Nurtured and built relationships with vendors, venues and industry contacts to obtain best pricing and services for events.
- Liaised with clients to determine exact event requirements.
- Negotiated with vendors to achieve most favorable terms.
- Coordinated transportation and parking arrangements for guests and vendors.
Customer Service Representative
CV Check Ltd
04.2015 - 06.2016
- Customer Service – Taking inbound phone calls from new and existing customers and ensuring their needs are met in relation to placing National Police checks and other CVCheck products and services.
- Providing Technical Support with use of CV Check Website to new and existing customers, escalating outstanding orders and running batches to CrimTrac.
- National Database of orders received.
- Customer Care – Making outbound calls to new and existing corporate clients, finding leads for Business Development Managers.
- Resolving issues with system and issues with orders for customers to ensure customer satisfaction and quality of customer service.
- Maintaining relationships with corporate clients and assisting them (walking them through using remote access tool named Glance navigating customers through use of CV Check Website so that they may place or manage orders.
Contractor
Drake International
09.2013 - 12.2015
- Focus on Flooring) Office/Business Administration Data Entry, Processing of Invoices and
- Payments, email enquiries
- Reconciliation of invoices, Credit notes and refunds, Payroll
- MYOB
- (Gold Style Homes) Show Home Enquiries, Customer Service, Product knowledge
- (SteelStruct Engineering) Reception, answering phones, transferring calls, Data Entry
- Reports, Processing of Timecards, MYOB, Photocopying, Printing
- (MS Society) Data Entry
- City of Subiaco – Parking Inspector
- Kept site work safe and in line with budget, schedule, and applicable building codes.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
Customer Service Representative
Trimatic Services Australia, TSA
03.2014 - 03.2015
- Customer Service – Outbound phone calls to existing customers going over their current plans due for expiry and offering savings on new plans for mobiles for both residential and business clients.
- Business Customer Care – Making outbound calls to new and existing corporate clients working from database provided by Telstra of their business clients who had terminated calls recently made to their customer service line.
- team was contracted to contact customers to find out what call was for and ensure that all their needs pertaining to that call were met and resolved satisfactorily to improve customer experience, by acting as go between Telstra Customer Service and Telstra Customer.
- Thanks-a-Million Campaign – Part of a team calling Telstra Customers to promote Thanks-a-Million Campaign and promoting of Telstra Website and app and free movie tickets.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Office Administrator
Holy Family Early Childhood Centre
02.2011 - 05.2013
- Providing Reception services in welcoming Parents, families and visitors to Centre, and providing information regarding enrolment also dealing professionally with contractors and suppliers i.e., Administration duties in Data Entry, Invoicing, Cash Receipting, Filing, Photocopying
- Opening Mail, Setting up and authorization of payments.
- Applied Project Management techniques to complete Projects such as Under 2's Playground and Garden Project through sourcing sponsorship through to dealing with suppliers and stakeholders to projects completion.
- Provided Executive support in Word Processing, assisting with decision making and problem solving and being a sound board for Centre Manager
- Advanced skills in Microsoft Word and Outlook; Intermediate skills in Excel, Power Point
- Preparing documents/reports for Management Committee Meetings: Minute taking for management meetings
- Efficient preparation of documents and accounts required for Annual Audit and Liaising with Accountants on regular basis, Processing and preparation of monthly Cash Flow
- Reports, Processing GST and PAYE and payments
- Sourcing and Onboarding of Registered/Unregistered Teachers – Short listing, Reference
- Checks, Police Vetting, Panel Interviewing, development, research and implementation of Individual Employment Agreements, distributing letter of offers, developed, researched and implementation of Performance Appraisal/Review system advised and assisted with performance management/development plans.
- Processing of Wages manually and via online Payroll system, switching from manual payroll system to outsourcing payroll.
- Assisting unregistered teachers through registration process
- Annual review of Policies/Procedures for OSH
- Compiled internal review/report of Centre systems and restructure and implemented changes for a better system and structure.
- Maintained relations with Parents, families, staff and visitors with Centre, dealing with Ministry of Education requests for information for funding Accountability reporting.
- Applied Event Management skills to coordinate Centre Events e.g Christmas Party, Puppet Shows, Performers, Sports Facilitators and Health Providers
- Set up, developed and implemented Social Media Strategy of Centre Facebook page
- Marketing of Centre Services through use of social media networks and web.
Event Manager Assistant
Porirua Community Arts Council, Festival of the Elements
02.2011 - 02.2013
- Research into funding bodies and assisting the Event Manager with the application offunding to raise funds towards the Event Budget
- Liaise with Community Groups to gain buy-in through performers and stall holders fromvarious groups within the community
- Coordination of Stall Holders and design of the layout of stalls
- Meet with stakeholders with the Event Manager and take notes at meetings throughout theyear of planning.
Event Coordinator
Porirua City Council
07.2011 - 08.2011
- Liaising with Community Groups in gaining buy-in for a Community Mural project of a derelict alley way, that is surrounded by a few schools and Early Learning Language Nests
- Managed event logistics and operations.
- Coordinated schedules and timelines for events.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Brainstormed and implemented creative event concepts and themes.
- Arranged availability of audio-visual equipment, transportation and displays for various types of events.
- Utilized social media to promote events and increase attendance.
- Created Media release to assist with marketing of the event in local newspaper.
Centralised Services Officer
Department of Building & Housing
03.2003 - 02.2011
- Providing Reception duties on a rotating roster
- Taking queries over the phone for internaland external customers
- Accurate and efficient processing of Bond Lodgments, Refunds and Tribunal Applications(Alphanumerical) to meet Government Policy timeframes and deadlines, regularly exceedingtargets
- Well versed in Government Legislation for the Administration of Tenancy Bonds incompliance with the Residential Tenancies Act 1986, awareness of Official Information Actand Privacy Act
- Applied effective time management skills to carry out duties to enable smooth running ofthe team
- General administration duties in Filing, Archiving, Purging of past documents
- Photocopying, Bulk Scanning, Scanning, Data entry, Word Processing, Correspondenceemail/post
- Competent use of Microsoft Office applications: Word, Excel, Power Point
- Training for all new staff members on the use of Tenancy System (Database) throughoutseven years of employment
- Nominated to perform testing on system upgrades before rollout.
Customer Service Representative
Study Link Contact Centre
09.2002 - 02.2003
- Answering inbound and outbound calls an average of 50 calls a day to meet KPI's
- Problemsolving, responding to customer queries regarding legislation and Administration of
- Student Loans and Allowances using Intranet, Shared Government databases
- Well versed in the Government Legislation in the Student Loans and Allowances Act, Official
- Information Act and Privacy Act
- Competent use of the Student Loans & Allowances System, SWIFT (Social Welfare System)
- UCVII (Work and Income Appointment system)
- Photocopying, Scanning, Word Processing, Correspondence email/mail
- Managing time to meet KPI's and Stats.
Telephone Researcher
The Business Research Centre
03.2001 - 04.2002
- Outbound calls to Market Research participants
- Performing Survey Interviews over thephone for Customers in the public and private sector
- Probing clients and hand writinganswers within in survey booklets for reporting.
Education
Graduate Diploma (Level 7) - Events Management
Wellington Institute of Technology
New Zealand11.2011
Certificate IV -
Learning State
Online10.2010
Certificate IV - Business Administration
Learning State
Online10.2010
Certificate V - Adult Education & Training
Te Wananga Aotearoa
New Zealand03.2010
Skills
- Sales Expertise
- Food Service Regulations
- Project Management
- Managing Events Start to Finish
- Business Administration
- Records Management
- Database Management
- Sales and Marketing Strategy
- Sound computer skills with ability to learn new systems
- Ability to build strong relationships, and sound verbal and written communication skills
- Be experienced in discrete handling of confidential information
Additional Information
- Worksafe Western Australia Licence to Perform High Risk Work License No. WL 3492866
- WA Drivers Licence Class: C
- RSA Responsible Service of Alcohol
- Responsible Gambling Services
Timeline
Moving Consultant
Grace Removals Worldwide
08.2022 - Current
Event Coordinator - Contractor
SkyWorks – Kinn & Co Australia Day
01.2022 - 01.2022
Event Coordinator - Contractor
Scarborough Sunset Markets – Kinn & Co
01.2022 - 09.2022
Customer Service/Imaging Specialist
ZircoData
08.2016 - 07.2022
Customer Service Representative
CV Check Ltd
04.2015 - 06.2016
Customer Service Representative
Trimatic Services Australia, TSA
03.2014 - 03.2015
Contractor
Drake International
09.2013 - 12.2015
Event Coordinator
Porirua City Council
07.2011 - 08.2011
Office Administrator
Holy Family Early Childhood Centre
02.2011 - 05.2013
Event Manager Assistant
Porirua Community Arts Council, Festival of the Elements
02.2011 - 02.2013
Centralised Services Officer
Department of Building & Housing
03.2003 - 02.2011
Customer Service Representative
Study Link Contact Centre
09.2002 - 02.2003
Telephone Researcher
The Business Research Centre
03.2001 - 04.2002
Graduate Diploma (Level 7) - Events Management
Wellington Institute of Technology
Certificate IV -
Learning State
Certificate IV - Business Administration
Learning State
Certificate V - Adult Education & Training
Te Wananga Aotearoa
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