Summary
Overview
Work History
Education
Skills
Personal Traits
References
Timeline
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Diana (Dee) Pieters

Riverstone,NSW

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

29
29
years of professional experience

Work History

Technical Administration Officer

WiseTech Global
02.2024 - Current
  • Developed strong working relationships with colleagues, contributing to a positive work environment.
  • Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
  • Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
  • Developed custom scripts to automate repetitive tasks, freeing up valuable time for other project priorities.
  • Developed continuous integration tool to streamline deployment.
  • Developed custom software solutions for clients, tailored to their specific business needs and operational challenges.
  • Worked with analysts to prepare test plans and assess test data.

Customer Relations Manager

SmartFreight
01.2019 - 01.2023
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
  • Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Liaised between customers and organization with particular focus on working with sales department.
  • Established performance and service goals and held associates accountable for individual performance.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.

Customer Retention Manager

Inchcape Group
02.2013 - 12.2018
  • Worked closely with marketing teams to align messaging and promotions around specific customer segments, increasing overall engagement rates.
  • Established strong relationships with key accounts, ensuring long-term client retention and ongoing revenue growth.
  • Trained new hires in company policies procedures contributing towards a more skilled workforce.
  • Launched cross-departmental initiatives that resulted in improved collaboration between departments ultimately enhancing the overall customer experience.
  • Provided exceptional support to high-value customers, nurturing trust and loyalty over time.

Team Leader – NRMA Claims

Insurance Group Australia
02.2009 - 12.2014
  • Customer service – phone inbound and outbound claims, Claims consultant
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Built and maintained strong client relationships, leading to repeat business and referrals.

Personal Assistant to Immigration Lawyer

Ivan Chait & Associates Pty Ltd
07.2002 - 01.2009
  • Maintained appropriate filing of personal and professional documentation.
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Improved time management of the executive through effective prioritization and organization of tasks.
  • Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
  • Displayed absolute discretion at handling confidential information.

Travel Agent

Springbok Atlas Touring-South Africa
02.1996 - 03.2001
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
  • Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
  • Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.

Education

Certificate IV - Financial Services

University of Western Cape

Higher School Certificate -

JJ Pienaar (South Africa)

Social Science (social work) degree -

University of Western Cape
01.1994

Skills

  • Strong Work Ethic
  • Quality Assurance
  • Workload Management
  • Project Management
  • Team Member Training
  • Strategic Thinking
  • Decision-Making
  • Conflict Management
  • Customer Needs Assessment

Personal Traits

  • Honest
  • Hard-working
  • Loyal
  • Disciplined
  • Self-motivated
  • Fair
  • Quick-thinker
  • Fast-learner
  • High achiever
  • Performance-driven
  • Task-oriented
  • Organized
  • Confident
  • Goal-focused
  • Passionate
  • Supportive and team player
  • Helpful
  • Flexible
  • Adaptable
  • Polite
  • Ethical
  • Reliable
  • Responsible
  • Proactive
  • Diligent
  • Dedicated

References

Referees will be supplied upon request.

Timeline

Technical Administration Officer

WiseTech Global
02.2024 - Current

Customer Relations Manager

SmartFreight
01.2019 - 01.2023

Customer Retention Manager

Inchcape Group
02.2013 - 12.2018

Team Leader – NRMA Claims

Insurance Group Australia
02.2009 - 12.2014

Personal Assistant to Immigration Lawyer

Ivan Chait & Associates Pty Ltd
07.2002 - 01.2009

Travel Agent

Springbok Atlas Touring-South Africa
02.1996 - 03.2001

Certificate IV - Financial Services

University of Western Cape

Higher School Certificate -

JJ Pienaar (South Africa)

Social Science (social work) degree -

University of Western Cape
Diana (Dee) Pieters