Hayley Mulligan
Gold Coast,QLD
Summary
Motivated and dependable candidate with 17 years of cross-skilled experience in customer service, administration and project management. Seeking to maintain a full-time position that offers professional challenges utilising interpersonal skills, excellent time management and attention to detail.
Overview
16
16
years of professional experience
Work History
Customer Relationship Manager
Zoo Business Media
03.2024 - Current
- Managed customer relations on ongoing basis to maximise customer retention.
- Delivered customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Collaborated with marketing team to create targeted campaigns aimed at increasing brand awareness among existing customers.
- Assisted customers with opening accounts and signing up for new services.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Delivering Music & Video briefing and support, entertainment consultation and escalation, Music Licensing and account enquiries.
HR Administration & Facilities
Coral Homes
03.2023 - 03.2024
- Managing employee data and privacy to keep employee data confidential per organisational privacy policies.
- Handling on-boarding process for newly hired employees, which included distribution of all paperwork.
- Maintained accurate employee records through diligent documentation of personal information, job history, performance evaluations, and other relevant data.
- Prepared new hire letters, employee contracts, and corporate policies.
- Updated HR database with new employee information, changes in benefits, and other details.
- Collaborated with management to identify staffing needs and develop workforce planning strategies, resulting in optimised personnel resources allocation.
- Managed complex benefits administration tasks, ensuring timely enrollment and accurate record-keeping for all employees.
- Streamlined HR processes for increased efficiency by automating manual tasks and introducing new software tools.
- Improved organisational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Supported overall facility operations by efficiently addressing repair requests and performing routine maintenance tasks.
- Maintained inventory and submitted written requests for supplies to keep stock levels even.
Client Services Representative
Nightlife Music
12.2019 - 03.2022
- Project Management involving on-boarding new clients and working on new projects by laying out strategies with the appropriate departments
- Collaborated with cross-functional teams to resolve complex client issues quickly and efficiently.
- Delivered exceptional customer service by actively listening to concerns and promptly addressing them.
- Managed a portfolio of over 500 high-value clients, ensuring their needs were met and fostering long-term relationships.
- Streamlined processes for efficient client communication, resulting in improved customer retention rates.
- Proactively identified potential cancellation risks among clients and implemented retention strategies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Delivering Music & Video briefing and support, entertainment consultation and escalation, Music Licensing and account enquiries
Regional People Lead
TourRadar
05.2018 - 12.2019
- Effectively leading, coaching and developing my team of Sales & Support consultants on a daily and ongoing basis.
- Streamlined processes for improved efficiency, reducing overhead costs and increasing productivity.
- Mentored junior staff members to enhance their professional growth and improve overall team performance.
- Developed a positive work environment through active listening, empathy, and providing constructive feedback.
- Delivered high-quality customer service by addressing concerns promptly and effectively resolving issues.
- Collaborated with stakeholders to develop strategic initiatives aligned with organisational goals.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Represent TourRadar regionally and globally in all Cruise Industry related activities and events.
Senior Travel Consultant
Clean Cruising
01.2014 - 04.2018
- 2 Million Dollar consultant, receiving a High Achievers Award 2 years running with HelloWorld Travel, to achieving my CLIA Accredited Cruise Masters in China in 2014.
- Achieved revenue growth by upselling additional services like insurance plans, airport transfers, or excursions to clients during the booking process.
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Developed strong relationships with vendors, negotiating competitive rates for clients'' travel accommodations.
- Promoted company's brand through participation in networking events and online presence, attracting new clients and fostering loyalty among existing customers.
- Maintained accurate records of all transactions, payments received or pending invoices while adhering to strict financial guidelines.
- Resolved customer issues effectively, maintaining a positive reputation for the company within the highly competitive travel market.
- Represent Clean Cruising regionally and globally in all Cruise Industry related activities and events.
Travel Consultant
Cruising Down Under
08.2012 - 01.2014
- Working for Cruising Down Under focusing on the ever-booming Cruise Industry with targets in place to achieve our team goals
- As a small, family owned company I had an incredible opportunity to be taught a lot during my time here and I built up a lot of fantastic rapport with Industry suppliers as well as the loyal clientele coming back time and time again.
Travel Consultant
Flight Centre Limited
03.2011 - 02.2012
- After living in the U.K and returning to Australia, I resumed my career in the Travel Industry with Flight Centre Limited
- Flight Centre gave me a fantastic opportunity to further expand my knowledge in the Travel Industry with consistent and extensive training, support and opportunity
- This role was extremely target focused with individual and team targets reached on a weekly basis, of course to achieve these I had to have the ability to build fantastic rapport and repeat clientele in order to maintain the stores credibility.
Travel Consultant
National Holidays
01.2009 - 02.2011
- National Holidays specialised in package coach holidays throughout the UK and Europe, it was here that I received 2 high achievement awards with the company for the highest sales consultant for 2 years in a row.
Airline Check In Agent
Jet2.com
03.2008 - 01.2009
- Working for leading Northern UK Airline Jet2.com at Leeds and Bradford International Airport I was responsible for checking passengers into flights, checking passports, visa's and necessary documentation, boarding flights airside.
Skills
- Strong empathy
- Client Relationship Building
- Records Maintenance
- Technical aptitude
- CRM software proficiency
- Meeting deadlines
- Account Management
- Teamwork and Collaboration
- Customer Service
- Complaint Handling
- Follow-up skills
- Administrative and Office Support
References
Professional References are available upon request.
Timeline
Customer Relationship Manager
Zoo Business Media
03.2024 - Current
HR Administration & Facilities
Coral Homes
03.2023 - 03.2024
Client Services Representative
Nightlife Music
12.2019 - 03.2022
Regional People Lead
TourRadar
05.2018 - 12.2019
Senior Travel Consultant
Clean Cruising
01.2014 - 04.2018
Travel Consultant
Cruising Down Under
08.2012 - 01.2014
Travel Consultant
Flight Centre Limited
03.2011 - 02.2012
Travel Consultant
National Holidays
01.2009 - 02.2011
Airline Check In Agent
Jet2.com
03.2008 - 01.2009
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