Charlotte McLaren
Capalaba,QLD
Summary
Passionate and empathetic professional with over 5 years of experience leading diverse teams in the trade services industry, driven by a commitment to delivering exceptional customer service consistently. My high attention to detail, resilience and natural leadership abilities enable me to excel in fast pace environments and tackle challenges. I possess excellent written and verbal communication skills and thrive both as a team player and an independent contributor. My leadership approach focuses on empathy and empowerment, allowing me to develop and guide teams effectively. Known for my positive attitude and collaborative spirit, I am adept at influencing others and finding innovative solutions for both customers and the business. With a strong background in administration, operations, and customer service, I excel at building and maintaining key relationships, with a particular emphasis on enhancing. I take pride in adding value to teams and businesses, uphold the highest standards of integrity, and am driven by a continuous desire to learn and grow professionally.
Overview
16
16
years of professional experience
Work History
Airport Services Manager
CV Services
Brisbane Airport, Brisbane, QLD
09.2023 - 07.2024
- Managed the safe service delivery of works and promoted safety initiatives to guarantee that everyone was home safe everyday. Established a strong safety culture.
- Maintained adherence to contract terms, prioritising safety measures and ensuring timely completion and cost-effective delivery of services.
- Provided input to GM in annual budget and sales target formulation, actively striving for target attainment and cost management to exceed profit targets. Prepared internal budgetary forecasts and generated end-of-month operational reports.
- Increased share of wallet by promoting opportunities across all service lines. Discovered growth potential while providing services as per project specifications.
- Managed and represented as the senior point of contact for internal and contract customers.
- Established strong co-dependencies, deepened client relationships resulting in contract extension and increased customer satisfaction survey outcomes.
- Managed workloads efficiently while controlling service expenditure.
- Worked with Service Lines and the Operation Manager to ensure all works are resourced, completed, and reported within contractual guidelines.
- Ensured and enabled completion of milestones and targets. Generated progress reporting with, and on behalf of, the staff to the customer. Present statutory reporting monthly, quarterly, and annually to the customer as specified within the contract. Maintain accurate client records on reporting portals.
- Assisted group with financial debt management to ensure positive cash flow.
- Built and maintained strong relationships with the reporting team.
- Evaluated staff's training needs and administered technical service training.
- Oversaw recruitment of personnel. Liaised with Service Line Managers to outsource works when required. Established and managed outsourcing and strict onboarding of subcontractor engagements. Integrated with the procurement, shared service, and supply chain teams.
Assistant Officer
HM Revenue & Customs
Bathgate, Scotland, UK
03.2011 - 05.2024
Client Services Manager
CV Services
Hendra, Brisbane, QLD
08.2022 - 09.2023
- Developed and maintained relationships with key clients.
- Main point of contact for key clients, available 24/7.
- Attended contractual and ad-hoc meetings with key clients, delivering contractual and operational reporting.
- Collaborated with the VOC/CSAT/NPS strategy to effectively address customer feedback.
- Continually identified and leveraged minor works opportunities.
- Increased share of wallet by promoting other service lines and offerings, identfied value add opportunites to meet budgets.
- Collaborated with the wider team, actively contributed and participated in decision making to improve operational team and business outcomes.
- Provided internal liaison services to various stakeholders.
- Contributed to CVSG AS market intelligence, such as business drivers, market trends etc.
- Regularly liaised with clients and operational teams to stay informed of current workload.
Administration Manager
CV Services
Hendra, Brisbane, QLD
02.2020 - 08.2022
- Led team of 12 Administrators and Service Coordinators, ensuring smooth workflow and clear accountability for performance.
- Implemented KPI's for team performance measurement and target achievement.
- Planned and coordinated administrative procedures and systems to streamline processes, increasing efficiency.
- Provided change management for the implementation of new processes, procedures and organisational structure.
- Recruited and trained new employees, allocated responsibilities and monitored performance.
- Provided ongoing training and coaching for team members to aid in their personal development and optimise performance.
- Monitored business costs and expenses to assist in budget preparation.
- Strategic planning with the Senior Management Team to drive initiative's and set quarterly rocks for the overall business and individual teams.
- Stayed updated on all aspects of office operations including organisational changes and business developments.
- Provided high level support to the General Manager as his Personal Assistant.
- Prepared reports and provided to upper management, identifying areas of focus and roadblocks.
Senior Administrator
CV Services
Hendra, Brisbane, QLD
05.2019 - 02.2020
- Oversaw business acquisition when CVSG Asset Services acquired a Wet Fire business.
- Managed change through process and procedure improvement, system implementation and training.
- Led three Fire Service Coordinators to schedule works for over 20 field technicians, quote repairs and invoice completed works.
- Compiled reports for key customers, attended monthly meetings to discuss outstanding work, quotes and resolved AP queries to ensure all costs were recovered.
- Assisted Senior Management team in decision-making procedures by analysing reports to advise leaders on corrective actions and process improvements.
- Processed over 120 timesheets for payroll, referred to relevant awards and cross checked with management
Administration Assistant
CV Services
Hendra, Brisbane, QLD
10.2017 - 05.2019
- Provided administration support to the Electrical, Plumbing, Building HVAC and Fire teams.
- Processed high volumes of work orders.
- Created jobs and allocated to relevant resources.
- Followed up on progress of works and updated clients.
- Raised purchase orders and managed stock levels
- Invoiced all completed works to recover all costs and reduce WIP, meeting KPI's and budgets.
- Resolved accounts receivable and accounts payable queries.
- Processed Credit card payments and reconciliation.
- Inducted new trade employees.
- Processed over 120 timesheets for payroll, referred to relevant awards and cross checked with management
Service Coordinator
Fire Services Queensland
Virginia, Brisbane, QLD
01.2015 - 10.2017
- Field resource management – Scheduled routine maintenance and service repairs.
- Forecasted workload and labour – Considering on call roster, annual leave, night shifts.
- Procurement of material, raising purchase orders.
- Liaised with customers and technicians – Provided updates, technical support, problem solving.
- Handled emergency call outs and dispatching technicians
- Prioritised work to ensure KPI's are met
- Provided high level of customer service, building relationships with customers, suppliers and FSQ employees
- Compiled reports to update management
- Point of contact for 4 largest customers – Monthly reporting and attendED meetings on site
- Quoting and invoicing
Senior Sales Assistant
Hugo Boss
Brisbane CBD, QLD
10.2013 - 12.2014
Bar Manager
Room At The Top Nightclub
Bathgate, Scotland, UK
05.2011 - 06.2013
Sales Assistant
River Island
Edinburgh, Scotland, UK
07.2008 - 03.2011
Education
High School Diploma -
Bathgate Academy
Bathgate, Scotland, UK06-2010
Skills
- Leadership
- Organisation
- Communication
- Team building
- Time management
- Conflict resolution
- Relationship management
- Change management
- Financial reporting
- Training and development
- System implementation
- Process improvement
Systems & Software
- AroFlo
- FireMate
- Maximo
- UKG
- Avetta, CM3, Pegasus, Rapid Global, Corrigo, QFM & more
- Microsoft suite of programmes
References
Liam Gillott
Head of Projects | CV Services
liam@mrgconnections.com.au | 0448 700 366
Christopher Christensen
Service Line Manager | CV Services
c.christo10@gmail.com | 0415 999 594
Brooke Day
Senior Service Coordinator | Fire Services Queensland
brookereneeday@outlook.com | 0402 836 995
Timeline
Airport Services Manager
CV Services
09.2023 - 07.2024
Client Services Manager
CV Services
08.2022 - 09.2023
Administration Manager
CV Services
02.2020 - 08.2022
Senior Administrator
CV Services
05.2019 - 02.2020
Administration Assistant
CV Services
10.2017 - 05.2019
Service Coordinator
Fire Services Queensland
01.2015 - 10.2017
Senior Sales Assistant
Hugo Boss
10.2013 - 12.2014
Bar Manager
Room At The Top Nightclub
05.2011 - 06.2013
Assistant Officer
HM Revenue & Customs
03.2011 - 05.2024
Sales Assistant
River Island
07.2008 - 03.2011
High School Diploma -
Bathgate Academy
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