Emma Hill
Sydney,NSW
Summary
Collaborative leader with over 10 years of experience in the business and healthcare industry. Analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
15
15
years of professional experience
Work History
A/g ICT Customer Relationship Manager VIP (APS 6)
Department Of Defence
09.2024 - 10.2024
- Supported Secretary of Defence, Associate Secretary, CDF Office, Offices of GWEO, CASG, NSS and CPERS for all ICT enquiries.
- Acted as liaison between Offices and internal teams such as Mobility, and Digital Meetings, resulting in improved collaboration and streamlined issue resolution.
- Used consultative techniques to understand VIP needs and make strategic introduction to SME partners.
- Developed and implemented standards for staff to provide consistent accountability to maintain assets.
- Created processes and supporting documentation for use by VIP Offices and Regional ICT
- Contributed to development of policies and procedures, ensuring compliance within Defence practices and requirements.
- Streamlined communication between departments for better understanding of customer needs and quicker problem resolution.
- Maintained professional demeanour by staying calm when addressing unhappy VIP customers.
A/g ICT Customer Support Manager (APS 6)
Department of Defence
08.2024 - 09.2024
- Onboarded and managed a new staff member, providing ongoing training and development.
- Established a positive work environment for ICT Customer Support Officer, fostering open communication channels to build a strong working relationship.
- Built strong relationships with other teams to support business development opportunities and improve service.
- Coached employee to develop strong customer support skills to minimise process issues and meet customer expectations.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Conducted regular performance reviews for team member, offering constructive feedback on areas requiring improvement and recognising achievements.
- Assessed reports, monitored calls and analysed vendor relationships to identify process improvement opportunities.
A/g ICT Customer Relationship Manager (APS 6)
Department Of Defence
07.2024 - 08.2024
- Onboarded and managed new staff member, providing ongoing training and development.
- Managed team of ICT Customer Support Officers providing coaching and guidance for improved performance.
- Managed customer and stake holder relations on ongoing basis to maximise partnerships.
- Delivered superior customer service to strengthen relationships and drive future business partnerships.
- Analyzed customer feedback to improve services.
- Conducted regular meetings with team to discuss insights on customer trends and staff wellbeing
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
Customer Relationship Officer (APS 5)
Department of Defence
03.2023 - Current
- Develop and maintain relationships with customers and stakeholders
- Engage with customers to understand their ICT needs and concerns
- Address customer enquiries, technical problem, or service requests effectively
- Provide technical assistance and guidance to customers, helping them use ICT services efficiently
- Maintain service quality and continually seek opportunities for improvement
- Stay updated on ICT products and services to provide informed recommendations
- Handle customer complaints with professionalism and empathy
- Advocate for customers' needs when necessary
- Gather customer feedback and analysis for improvements
- Ensure timely and accurate delivery of ICT services and solutions
- Educate customers on ICT solutions and features
- Work on strategies to retain existing customers and build long lasting relationships
- Collaborate with other ICT teams to enhance customer experience
- Mediate and resolve conflict where possible between customers and ICT
Manager
Lithgow Bathurst Blue Mountains Mobility Aids
08.2014 - 03.2023
- Developed and maintained relationships with customers and suppliers through account development
- Built, developed, and maintained company website
- Oversee Facebook page
- Approved and executed regular payroll submissions for employees
- Oversee accounts payable and receivable
- Accomplished multiple tasks within established time limits
- Onboarded new employees with training and new hire documentation
- Raised performance in areas of sales, management, and operations by identifying and targeting areas in need of improvement
- Wrote policies and procedures for NDIS accreditation
- Implemented infection control
- Created and maintained excel data base to track customer equipment hire periods and oxygen maintenance
- Inventory and Stock take control
- Quoting and Invoicing
- Administrative and secretarial support to Directors
- Sorting all paperwork for EOM and EOFY
- Managed and motivated employees to be productive and engaged in work.
Shift Manager
Professor's Charcoal Chickens
07.2013 - 08.2014
- Trained and mentored new employees to maximize team performance
- Supervised employees and oversaw quality compliance with company
standards for food and services. - Kept employees operating productively and working on task to meet
business and customer needs. - Coached crew members to optimise performance and motivate toward
more efficient work. - Checked building to confirm maintenance and cleaning met code and
regulations
Receptionist
Baptist Community Services
04.2012 - 07.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Answered central telephone system and directed calls accordingly
- Resolved customer problems and complaints
- Payroll and rostering duties
Direct Care Worker
Baptist Community Services
03.2011 - 04.2012
- Assisted clients with daily living needs to maintain self-esteem and general wellness
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs
- Remained alert to problems or health issues of clients and competently responded
- Kept clients engaged in social networks and communities for personal health and growth
Accounts Payable and Receivable Clerk
Lots Of Watts
04.2010 - 03.2011
- Prepared vendor invoices and processed incoming payments
- Maintained good working relationships with vendors and resolved disputes
- Applied proper codes to invoices, files, and receipts to keep records organised and easily searchable
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Maintained excellent customer service and reception duties
- Bank reconciliation
Education
Diploma - Business
TAFE NSW
Kingswood, NSW11.2024
Certificate IV - Bookkeeping For Small Business
Community College
Penrith, NSW01.2010
Certificate IV - Small Business Management
Community College
Penrith, NSW01.2009
Certificate III - Aged Care Nursing
TAFE NSW
Kingswood, NSW01.2008
Certificate III - Health And Fitness
TAFE NSW
Kingswood, NSW12.2007
Skills
- Customer service excellence
- Ability to work independently and part of a team
- Administration and Reporting
- Invoice Reconciliation
- Supplier Relations
- Finance and Accounting Operations
- Complex Problem-Solving
- Accounts Payable and Receivable
- Account Management and Updating
- Managing Employee Relations
- Website design and maintenance
- Issue and Conflict Resolution with customers and staff
- Proficiency in MS Office
- Proficiency in MYOB
- Proficiency in Pacsoft
Timeline
A/g ICT Customer Relationship Manager VIP (APS 6)
Department Of Defence
09.2024 - 10.2024
A/g ICT Customer Support Manager (APS 6)
Department of Defence
08.2024 - 09.2024
A/g ICT Customer Relationship Manager (APS 6)
Department Of Defence
07.2024 - 08.2024
Customer Relationship Officer (APS 5)
Department of Defence
03.2023 - Current
Manager
Lithgow Bathurst Blue Mountains Mobility Aids
08.2014 - 03.2023
Shift Manager
Professor's Charcoal Chickens
07.2013 - 08.2014
Receptionist
Baptist Community Services
04.2012 - 07.2013
Direct Care Worker
Baptist Community Services
03.2011 - 04.2012
Accounts Payable and Receivable Clerk
Lots Of Watts
04.2010 - 03.2011
Certificate IV - Bookkeeping For Small Business
Community College
Certificate IV - Small Business Management
Community College
Diploma - Business
TAFE NSW
Certificate III - Aged Care Nursing
TAFE NSW
Certificate III - Health And Fitness
TAFE NSW
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