Emma Rees
Officer,Victoria
Summary
Experienced Service Delivery Coordinator adept at communicating between parties, completing reports and improving collaboration with suppliers to reduce delays. Familiar with billing and documentation requirements. Ready to take on new professional challenges as part of a growth-oriented company.
Overview
17
17
years of professional experience
Work History
Service Delivery Coordinator
ADT Security
07.2022 - Current
- Thoroughly maintained and updated customers account records, including contractual information, service bookings, job history, payments and invoices as required.
- Coordinated with customers to try and accommodate specific needs and deliver high standard services.
- Maintained thorough records of transactions, service bookings, disputes and requests.
- Resolved issues relating to delays where applicable to maintain satisfaction.
- Processed and prepared customers invoices for all service jobs on Victoria, South Australia and Tasmania.
- Ensure all SLA’s are met in accordance with contracts and customer expectations.
- Ensuring all SLA’s are met for major accounts.
- Completed all subcontractor payment processing including all data entry related to input costs and subcontract costs in Maple, MASterMind and Pronto.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Monitoring, scheduling and maintaining booking queues for all service jobs in Victoria, South Australia and Tasmania.
- Adhering to strict KPIs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments. Processed reversals and credits where required.
Management Assistant
Perspective Beauty
09.2017 - 07.2022
- Created and updated records and files to maintain document compliance.
- Oversaw training and onboarding process for all newly hired employees.
- Managed staff and evaluated business activities.
- Ensured a safe, legal, and secure work environment.
- Coaching, counselling, and disciplining employees as required.
- Developing and coordinating systems, policies, procedures, and productivity standards.
- Financial management including budgeting, invoicing, stock management, purchasing, pay slips and processing employees pays.
- Daily operation supervision.
- Design strategy and setting goals for employee and business growth.
- Excellent communication and problem solving skills.
Administration Officer
Ray White
02.2007 - 01.2016
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Managed team petty cash, purchase orders and account transactions.
- Created, prepared, and delivered reports to various departments.
- Manage enquiries and liaise with tenants and owners.
- Assisting with trust account receipting of payments such as rents, bonds and deposits.
- Created and managed advertisements for for sale and for lease properties.
- Creating and completing contracts.
- Resolving complaints in an efficient and timely manner.
- Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
- Managed company schedule to coordinate calendar and arrange travel.
- Maintained personnel records and updated internal databases to support document management.
Education
Agents Representative Certificate - Real Estate
Real Estate Institute of Victoria
Online06.2011
Year 10
Marist Sion College
Warragul, VIC12.2006
Skills
- Troubleshooting service issues
- Productivity standards
- Daily logs
- Team goals
- Service accounts
- Conflict resolution techniques
- Schedule management
- Pronto program knowledge
- MAStermind program knowledge
- Click Scheduling program knowledge
- Customer satisfaction
- Billing procedures
- Accounts payable and accounts receivable
- Invoicing proficiency
- Microsoft Office program knowledge
- Document organisation
- Purchase orders
- Statement itemization
- Records organization and review
- Database maintenance
- Customer engagement
- Billing dispute resolution
- Customer service focussed
References
Cedric Chan
Service Delivery Team Leader
ADT Security
0422 557 455
Shelley Haines
Service Delivery Coordinator
ADT Security
0404 122 483
Emily Dryden
Service Delivery Coordinator
ADT Security
0468 677 790
Timeline
Service Delivery Coordinator
ADT Security
07.2022 - Current
Management Assistant
Perspective Beauty
09.2017 - 07.2022
Administration Officer
Ray White
02.2007 - 01.2016
Agents Representative Certificate - Real Estate
Real Estate Institute of Victoria
Year 10
Marist Sion College
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