Daniela Citera
Pascoe Vale South,VIC
Summary
Professional with strong background in delivering tailored solutions and driving impactful results. Skilled in identifying client needs, implementing effective strategies, and leveraging technology to optimize performance. Adept at fostering collaboration, adapting to changing requirements, and ensuring successful project completion. Recognized for problem-solving abilities, technical expertise, and commitment to excellence.
Overview
20
20
years of professional experience
Work History
Customer Technology Solution Specialist
Fedex Express / TNT Express
02.2009 - 03.2024
- Company Overview: Global transportation company
- Consult, implement, and support the suite of TNT FedEx customer dispatch software solutions to improve client experience and optimize freight processing within the FedEx network
- Support integration with third-party applications, API’s and customer internal systems
- Delivered tailored shipping software solutions across diverse sectors, including automotive, agriculture, printing, fashion, medical, and scientific, improved efficiencies and strengthened client relationships but also resulted in a 30% increase in customer satisfaction and contributed significantly to customer retention rates
- Managed and executed multiple complex custom implementations for large national accounts, resulting in faster delivery and enhanced tracking for customers along with high profitability movements for FedEx
- Reworked a domestic despatch solution that could be implemented offshore specifically for Factory X to save time and handling, resulting in stock readiness for national distribution before arrival in Australia
- Developed and deployed a national door-to-door delivery process featuring electronic labels and real-time tracking for Life Blood which was previously not available
- Supported Pearson Assessment Testing to oversee the time sensitive distribution and return of NAPLAN tests to all schools in Australia for over a decade
- Assisted Mazda and Haval in relocating to a new distribution facility, implementing an integrated shipping solution and new hardware setup with minimal interruption to productivity
- Conducted regular analyses of customer usage reports to identify opportunities for service optimization, leading to improved coordination and delivery
- Initiated and managed a project to enhance customer experience by restructuring company and user profiles on the online portal, eliminating login conflicts and unauthorised access, thus reducing calls to our helpdesk and downtime time for the customer
- Facilitated remote operations during COVID-19 by transitioning our customer dispatch software from an onsite to an online platform allowing customers to continue distribution
- Achieved 100% compliance of software updates and patches delivered on time across a portfolio of 300 customers
- Maintained 100% adherence to service level agreements (SLAs) by promptly resolving customer issues with minimal disruption to productivity
- Successfully migrated 100% of the targeted customer base to new platforms during the TNT transition to FedEx, on time and within budget
- Global transportation company
Major Account Manager
TNT Express
09.2005 - 02.2009
- Company Overview: Global Transportation Company
- Manage diverse B2B client portfolios, drive growth, and foster long-term relationships
- Identify new business opportunities, deliver tailored solutions to meet client needs
- Increase customer satisfaction, retention, and revenue
- Developed and executed strategic plans that resulted in a 10 - 15% increase in revenue for the portfolio year on year
- Facilitated executive management meetings with clients, fostering strong partnerships and effectively addressing operational improvements resulting in improved service delivery
- Developed a robust pipeline by building and nurturing relationships with key decision makers to uncover and create new business opportunities which resulted in steady growth
- Executed the onboarding process for new customers, ensuring full operational readiness and customer satisfaction
- Global Transportation Company
Store Opening Manager
Digicall Australia
10.2003 - 09.2005
- Company Overview: Owners and operators of Vodafone stores nationally
- Established systems and procedures to run a staging operation encompassing the closing and re opening of an outlet that supported the delivery of the new retail face of 56 Vodafone stores nationally over 12 months within budget and 24 hours of handover
- Customised stock levels of stores to meet new store requirements in addition to tracking and monitoring purchase orders through to delivery for entry into POS system and planogram assembly at staging post, achieving a 95% full stock package at time of store opening
- Coordinated and distributed marketing material and shop fixtures nationally to maintain brand and image integrity specific to store type through relationship management with the merchandise department and various suppliers resulting in a well timed rollout and a 100% pass rate of monthly store standard audits conducted by Vodafone
- Built an asset register in addition to supporting and assisting the IT department in the upgrade and of new IT hardware, on a store by store basis as part of the refit program, comprising of touch screens, 3 in 1 printers and Voice over IP phone systems
- Owners and operators of Vodafone stores nationally
Education
VCE -
Academy of Mary Immaculate
Skills
- Critical Thinking
- Troubleshooting
- Communication
- Negotiation
- Time Management
- Project Management
- Teamwork
- Leadership
- Relationship Management
- Account Management
Timeline
Customer Technology Solution Specialist
Fedex Express / TNT Express
02.2009 - 03.2024
Major Account Manager
TNT Express
09.2005 - 02.2009
Store Opening Manager
Digicall Australia
10.2003 - 09.2005
VCE -
Academy of Mary Immaculate
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