Hannah Mulraney
Townsville,QLD
Summary
Encouraging manager and 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. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Office Manager
Crispin & Jeffery Chartered Accountants
08.2022 - 10.2023
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Controlled finances to lower costs and keep business operating within budget.
- Reported to senior management on organizational performance and progress toward goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Client Service Representative - Superannuation
Crispin & Jeffery Chartered Accountants
04.2018 - 08.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained and managed customer files and databases.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Communicated with clients regarding account services, statements, and balances.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
Retail Manager
Bag & Baggage Hornsby
01.2008 - 04.2018
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Exhibited excellent people skills during interaction with employees and customers.
- Trained and developed new employees for ease of transition into team.
- Completed daily paperwork and computer entry of sales data as established by management.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Answered questions about store policies and addressed customer concerns.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Created employee schedules to align coverage with forecasted demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Retail Assistant
Bag & Baggage Hornsby
08.2005 - 01.2008
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Assisted customers with prompt and polite support in-person and via telephone.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Processed customer returns to manage smooth refunds and exchanges following store procedures.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Increased sales and customer satisfaction through personalized servicing.
- Answered incoming calls and emails to provide product information, features and benefits.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Managed efficient cash register operations.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Used in-store system to locate inventory and place special orders for customers.
- Recommended complementary purchases to customers, increasing revenue.
Education
High School Diploma -
Castle Hill High School
Castle Hill, NSW11.2005
Skills
- Workflow Planning
- Credit and Collections
- Account Reconciliation
- Customer Relations
- Sorting and Labeling
- Written Communication
- Client Correspondence
- Staff Training
- Billing and Invoicing
- Office Supplies and Inventory
- Microsoft Office
- Clerical Support
- Organizational Skills
- Excellent Multitasking Abilities
- Accounts Payable and Receivable
- Calendar Management
- Customer Service Management
- Email Correspondence
Timeline
Office Manager
Crispin & Jeffery Chartered Accountants
08.2022 - 10.2023
Client Service Representative - Superannuation
Crispin & Jeffery Chartered Accountants
04.2018 - 08.2022
Retail Manager
Bag & Baggage Hornsby
01.2008 - 04.2018
Retail Assistant
Bag & Baggage Hornsby
08.2005 - 01.2008
High School Diploma -
Castle Hill High School
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