Ellyce TOMSONS

Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible and computer-savvy.

• LD Total, 06/01/2021, 02/01/2024, Client Liaison/ Administration, Dealing directly with Satterley regarding complaints, queries and timeframes to ensure lead times are within the expected timeframe., Reaching out to new home buyers to explain the landscaping and/or boundary fencing process and answering any queries they have regarding said process., Monitoring client satisfaction through follow-up to solve client problems and issues., High volume of incoming emails and phone calls throughout the day from new, existing and old clients regarding queries, industry delays and escalating complaints when necessary., Creating invoices, Maintaining excel spreadsheets to ensure correct information is available for the site team., Liaising with onsite supervisors regarding broken sprinklers, burst pipes and other issues to do with their completed landscaping., Uploading settlement reports to the companies system(LTS) for clients who have purchased Lots within my Estates.
• Licences 4 Work, 11/01/2020, 04/01/2021, Receptionist / Administration, Answering incoming calls for course bookings, queries., Maintaining the online booking system to ensure course numbers are updated accordingly and classes aren’t overbooked., Data entry to be completed before the end of each course to ensure candidates received their certificates before leaving, Packing course material and equipment for the following day courses., Photocopying licenses and required tickets for trainers., Printing out students certificates or cards for completed courses., Monitoring the incoming emails to ensure responses within 24 hours., Using eftpos machines and processing payments online for courses.
• Aveling, 03/01/2019, 03/01/2020, Receptionist / Administration, First point of contact for the organisation, liaising with site visitors, clients and their staff., Managing the incoming training inbox and responding within a timely manner., Answer incoming calls and distributing accordingly., Providing reception and administrative support for an office of 50+ staff members., Handling queries and complaints via telephone, email and general correspondence., Collection of monies and issuing of receipts., Providing information on the training courses offered by the company to prospective clients via e-mail, telephone or face to face contact., Providing administration and clerical support to ensure our clients receive quality information and support., Registering the arrival of all candidates for onsite training and directing them to the assigned training rooms., Ensure training request forms have been returned for candidates attending training on the day., Providing IT support for candidates doing online training., Constant use of Excel, Word and TMS and LMS (Aveling online booking systems)., Data entry of training records., Responding to voicemail messages in a timely manner from overnight., Receiving and dispatching incoming and outgoing courier deliveries., Replacing old and expired qualification certificates and cards., Taking and ensuring messages are passed to the appropriate staff member on a timely basis., Assisting the Business Team by accomplishing tasks as required., Ensuring our clients who are large corporations and private small companies are assisted in a timely and efficient manner.
• CONVERGA, 2010, 2018, Records Management Team Member (Department of Immigration and Border Protection) 2014-2018, Performed numerous key administrative duties, including reception relief, telephone correspondence, and group in-box management., Optimised customer satisfaction by efficiently responding to queries and delivering monthly progress reports, compiled from monthly team statistics., Aligned organisational practices with record management guidelines by monitoring statistics and reporting on areas for improvement., Led all aspects of records management, including daily processing and sentencing government records, using the correct disposal authorities, issued by the National Archives of Australia., Championed KPIs and SLAs by successfully leading a robust team of professionals to complete all targets within time constraints.
• CONVERGA, 2011, 2014, Records Team Coordinator (Department of Health), Spearheaded all aspects of customer service, administration, records management, telephone correspondence, and mail processing., Elected as the only representative for Converga at client site, promoting the company by interacting with client in an engaging, helpful manner., Interfaced with external service providers, such as couriers, to transform needs into outcomes and ensure lowest possible costs., Meticulously recorded statistics into an online database to aid decision-making.
• CONVERGA, 2010, 2011, Mail Processing Team Member (Department of Immigration and Border Protection), Played a key role in all aspects of reception, administration, telephone correspondence, client records requests, mail management, customer service, and vendor relationships.
• SWAN TAXIS, 2008, 2010, Customer Service Officer, Coordinated front desk management in customer service department, aiming to achieve all targets within deadlines., Forged and strengthened key professional relationships with customers to resolve queries and optimise customer service ratings., Swiftly processed driver dockets and data entry with attention-to-detail and accuracy., Increased efficiency and skills levels by training new staff members on company procedures and standards.

Date of Birth: 01/12/1993

Ms Moa-Li Pill, Lot Packages Manager, LD Total, (08) 6436 8000, 0466 500 807