Charissa Mcfadden
Landsdale,WA
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
26
26
years of professional experience
Work History
BDC Administrator
Hoseright
Wangara , WA
03.2024 - Current
- Analyzed customer feedback to identify areas of improvement within BDC operations.
- Participated in team meetings to discuss best practices for BDC operations.
- Provided accurate information to customers on products and services offered.
- Followed up with customers after the sale to ensure their satisfaction with the product or service purchased.
- Processed incoming calls, emails, and web chat requests promptly and professionally.
- Provided support to other BDC representatives as needed.
- Developed strong working relationships with internal departments to ensure customer satisfaction.
- Assisted customers with inquiries, product selection, ordering, and scheduling appointments.
- Managed multiple tasks simultaneously while adhering to strict deadlines.
- Performed data entry into computer systems accurately and efficiently.
- Cultivated relationships with customers by providing prompt response times when dealing with inquiries or complaints.
CRM Manager
Regent Motor Group
Subiaco , WA
12.2020 - 12.2023
- Ensured compliance with all applicable laws regarding data privacy and security when handling customer information stored in a CRM system.
- Developed strategies for increasing customer satisfaction through better communication practices.
- Resolved any technical issues that arose during the implementation of new CRM software platforms or upgrades.
Service Advisor
Galleria Toyota- Regent Motor Group
Morley, WA
12.2016 - 12.2020
- Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.
- Supervised monetary transactions and changes while coordinating logistics to verify service dates.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Immediately escalated incidents to remain compliant with company's standard procedures and processes.
- Explained amount for expected services and provided detailed answers to customer questions.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Documented and scoped actions taken to resolve issues after service.
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
- Assessed customer needs and upsold products and services to maximize Service department sales.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
- Took special orders in person and over telephone, generating additional revenue every month.
- Trained new employees each quarter in procedures and policies in order to maximize team performance.
- Ranked top number One in Western Australia and top five in Australia among Seven hundred and fifty competing Service advisors In 2018. Top Five in Western Australia again in 2019.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
Cleaning Crew Member
Self employed
Nannup, WA
10.2014 - 12.2016
- Cleaned building floors by sweeping, mopping or vacuuming.
- Swept and mopped floors in public areas.
- Adhered to all safety guidelines
- Inspected facilities regularly for signs of wear or damage.
- Handled, mixed and stored chemical cleaners in compliance with safety requirements and standard operating procedures.
- Cleaned windows, door frames, and sills.
- Removed trash bags, broke down boxes and placed recyclable materials in designated disposal areas.
- Disinfected kitchen appliances such as refrigerators and microwaves.
Administration Assistant
Belair Smash Repairs
Landsdale, Western Australia
06.1999 - 10.2014
- Answered phones to direct callers, schedule appointments and provide general office information.
- Took accurate messages for staff and management to facilitate open and speedy communication.
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
- Kept reception area clean and organized to offer positive first impression to every visitor.
- Sorted incoming mail and directed to correct personnel each day.
- Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Organized billing and invoice data, prepared accounts receivable and generated revenue reports to provide controllers with vital financial information.
- Identified and corrected data entry errors to prevent duplication across systems.
- Prepared payroll documentation by entering data into cumulative payroll document.
- Adhered to strict data confidentiality policies to prevent information leakage.
- Volunteered to assist with special office projects, successfully completing all tasks prior to deadlines.
- Performed data analysis and reported financial findings to Office a Manager and two Directors.
- Completed and recorded customer payments by processing in Myob system.
- Processed refunds and overpayments for clients by crediting customer accounts or giving bill credits.
- Emailed and mailed invoices and reminders to clients to obtain payments within expected deadlines.
- Prepared monthly and year-end closing statements, financial documents, and invoices.
- Trained new team members on company policies.
- Produced and filed payroll reports.
- Protected payroll operations and maintained employee confidence by keeping information private.
- Constructed leave pay schedules, processed payroll garnishments and worked closely with Office Manager to pay out bonuses, severances, service awards and special payments.
- Prepared manual checks and initiated direct deposits for over 30 employees.
Education
High School Diploma -
Padbury Senior High School
Perth01-1994
Skills
- Database administration
- Business process improvement
- Campaign management
- CRM software proficiency
- Training and mentoring
- Client onboarding
- Inter-department collaboration
- Customer relations
Developement Certificates Toyota Insitute of Training
- Negotiation Skills
- Dealing with difficult situations
- Managing people
Timeline
BDC Administrator
Hoseright
03.2024 - Current
CRM Manager
Regent Motor Group
12.2020 - 12.2023
Service Advisor
Galleria Toyota- Regent Motor Group
12.2016 - 12.2020
Cleaning Crew Member
Self employed
10.2014 - 12.2016
Administration Assistant
Belair Smash Repairs
06.1999 - 10.2014
High School Diploma -
Padbury Senior High School