Drew Song

• Optimized inventory levels by implementing efficient supply planning strategies.
• Reduced shipping costs for the company by negotiating better contracts with suppliers and carriers.
• Improved order accuracy with meticulous tracking and monitoring of purchase orders, delivery schedules, and invoices.
• Enhanced supplier relationships, fostering collaboration to ensure timely deliveries and resolve disputes.
• Streamlined warehouse operations by identifying areas for improvement and implementing best practices in inventory management.
• Collaborated with cross-functional teams to develop demand forecasts, ensuring adequate stock levels to meet customer needs.
• Conducted regular reviews of safety stock levels, adjusting as needed based on sales trends and seasonality factors.
• Analyzed historical sales data to identify trends and anticipate future demand fluctuations accurately when creating supply plans.

Overseeing the daily operations and all BAU on the floor making sure the team has the adequate training and skills necessary to be successful in their roles and ensuring a smooth sail across the board, resolving any escalations and disputes that arise internally/externally. As with all leadership roles the ability to communicate and effectively implement change is imperative. Working with the Department of Home Affairs, specifically in the Freedom of Information (FOI) space. We accept all incoming FOI requests and it is our task to verify these requests, making sure all consents and ID have been adequately obtained, verified and held. Once all legal requirements & compliance has been met, we obtain and prepare the request and provide a final decision to release the document. Daily tasks include:

• Training, Coaching & Employee Development
• Reporting of data/trends/performance; daily, weekly & monthly.
• Change management & Effective Implementation.
• Handling Escalations via email & voice call.
• Communicating between all levels of stakeholders.
• Running Team meetings & Huddles.
• Running Monthly Work Health and Safety training as we are also a fully operational warehouse.
• Ensuring all operations run smoothly and any issues resolved immediately.
• Successfully cleared a long term backlog of requests since joining.

Coordinator role, looking after all new brokers and retail staff that are hired by the business and ensuring a smooth seamless experience from hiring to starting on their first day; conducting welcome calls, processing documents/contracts, running probity & credit checks, screening calls and providing coaching through weekly e-meetings; it's the coordinators responsibility to make sure brokers are compliant with rules and regulations, set up with all CRM & system accesses. A perfect blend of administration, coaching and compliance; requiring multiple hats to be worn at a time.

• Managing expectations and timeframes through constant clear communication.
• Coaching & Training of candidates and state administrators through weekly Teams meetings.
• Setting up and registering brokers AFCA, ASIC, NCCP contracts, running police & credit checks, ASIC checks, AFS checks and setting up all system accesses.
• Holding the record of most brokers successfully on-boarded for the financial year.
  

Providing a seamless and complete customer experience from service to sales to administration. S&A Specialists can execute multiple skill sets in a single interaction, cross-trained to incept Motor policies, Home & Contents, Travel insurance policies. Attention to detail was a given and the ability to switch between skillsets seamlessly without impacting the customer experience thus requiring different compliance and regulations was a must have in order to be successful in this role.

• Maintained a top CSAT/Customer satisfaction score.
• Lead the team in multiple months with the highest sales figures.
• Winner of the rising star award at the yearly Town Hall.
• Multiple day-in-the-life opportunities approved which is based on performance and potential as an employee.
• Promoted to a multi-skilled specialist within 6 months of joining the business.
• Acted as the "senior role" within the team.

The key to success in this role is patience, empathy and the ability to close. Clients are already under a lot of stress due to their financial circumstances so the utmost care is taken through positive language and exceptional level of service. A full financial profile is conducted, client will be given options to manage their debts more effectively. Once client is happy to proceed with a particular option, client is assisted through end to end which involves contacting creditors, communicating and working alongside the back-office team until paperwork is ready to be sent out to the client for signing and finalisation.

• Strong understanding of credit score analysis and interpretation.
• Data entry/analysis for income and expenses.
• Provide relevant solutions tailored to the client's financial needs.
• Negotiating on behalf of clients with 3rd party lenders.
• High level innovative/outside thinking involved.

Acting as the assistant manager in the branch and responsible for all lending/sales related matters, role is to co-lead the team and provide expert and valued advice to support customers and maintain genuine relationships through quality conversations & face to face interactions. Providing tailored solutions to offer the most appropriate mortgage product, a full 360 degree understanding is obtained. Providing an exceptional level of customer service with each interaction and inspiring through clear and concise communication. Maintaining a high demand of volume to go above and beyond sales targets, cross sell % and high conversion rates. The ability to work autonomously and to be a self motivator is imperative.

Some responsibilities involved:

• Actively seeking new business.
• Handling escalations.
• Keeping up to date with industry changes.
• Maintain sales figures across all KPI's such as settlement, new acquisitions and conversion.
• Maintain strong relationships with the clients/referrers.
• Authorising high level transactions and approving teller and personal banker requests.
• On-going monitoring of branches lending books.
• Data analysis and interpretation of trends and forecasting.
• Coaching & Training of Staff