FIONA TRUTWEIN
Voyager Point,NSW
Summary
Experienced in client-focused roles, demonstrating strong interpersonal and communication skills to build trust and deliver tailored solutions. Proficient in managing complex schedules and administrative duties while maintaining a high level of professionalism and customer care.
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
21
21
years of professional experience
Work History
Funeral Arranger
InvoCare Australia Pty Ltd
05.2023 - 12.2024
- Planned and coordinated funeral services to help families honor their loved ones with dignity.
- Worked closely with families from the first contact, guiding them through the entire process and offering customized service options.
- Implemented the funeral plan on the day of the service, leading the team effectively and offering compassionate support to the family.
- Delivered outstanding customer service to guarantee client satisfaction.
- Responded to any issues/queries promptly.
- When engaging with bereaved families and the departed, exhibited professionalism, clear communication, meticulous attention to detail.
- Effectively handled administrative duties, calendar management and general reception.
Family Service Advisor
InvoCare Australia Pty Ltd
02.2016 - 05.2023
- Delivered compassionate customer service as the first point of contact, guiding families through sensitive decisions with empathy, active listening and product expertise, while balancing sales targets and individual needs.
- Managed community inquiries, providing tailored solutions and maintaining up-to-date product knowledge to optimize customer satisfaction and loyalty.
- Ability to build rapport and trust with customers in an honest and ethical manner.
- Excellent written and oral communication skills and ability to display compassion and empathy.
- Proficient with computers including microsoft office suite.
Customer Service Senior Representative
Coty Australia Pty Ltd
10.2007 - 01.2016
- Collaborated with warehouse and transport partners to ensure timely deliveries and boost customer satisfaction.
- Managed client expectations to establish trusting bonds.
- Strong communication abilities were displayed to improve client relationships.
- Provided exceptional customer service to showcase our commitment to quality.
- Managed orders and effectively processed credit approvals.
- Participated in monthly sales forecast reviews for effective planning.
- Trained new staff to develop a skilled team.
- Upheld high integrity and dependability in all interactions.
Logistics Coordinator
Coty Australia Pty Ltd
05.2005 - 10.2007
- Organized logistics for clients in the fast-moving consumer goods (FMCG) sector. This improved delivery speed and customer satisfaction.
- Worked with sales and marketing to align logistics with the company's goals.
- Tracked orders and kept customers updated on their status.
- Generated reports on inventory and purchase orders and participated in monthly sales forecasts.
- Communicated with suppliers about supply issues, including orders, forecasts, documentation and shipping details.
Internal Customer Service
Coty Australia Pty Ltd
11.2003 - 05.2005
- Improved customer service initiatives to boost client satisfaction.
- I communicated with departments for timely product launches and collaborated with logistics for on-time deliveries.
- Streamlined order processing, reducing turnaround time and increasing customer satisfaction.
- Processed electronic and manual orders, coordinated with buyers, and worked with marketing and logistics on stock management and promotions while training new employees.
- Maintained a positive attitude and focused on detail, supporting smooth operations by addressing customer questions and administrative tasks.
Education
High School Diploma -
Nazareth Senior College
Bankstown, NSW01-1985
Skills
- Proficient in Microsoft Office Suite
- Cross-functional teamwork
- Strategic workforce planning
- Clear and concise communication skills
- Efficient resource management
- Client experience optimization
- Sales planning
- Supply chain coordination
- Effective leadership
- Improving service efficiency
- Analytical problem solving
- Accurate data entry
- Detail-oriented analysis
- Time management coordination
- Document organization
- Administrative coordination
Timeline
Funeral Arranger
InvoCare Australia Pty Ltd
05.2023 - 12.2024
Family Service Advisor
InvoCare Australia Pty Ltd
02.2016 - 05.2023
Customer Service Senior Representative
Coty Australia Pty Ltd
10.2007 - 01.2016
Logistics Coordinator
Coty Australia Pty Ltd
05.2005 - 10.2007
Internal Customer Service
Coty Australia Pty Ltd
11.2003 - 05.2005
High School Diploma -
Nazareth Senior College
Courses
Justice of the Peace Present
Additional Information
I met sales targets and received referrals from clients and funeral directors. I organized successful events like the 'Biggest Morning Tea' and Father's Day celebrations. I replaced paper forms with an electronic format and improved PDF usability. My performance received recognition from management and clients.