HOLLY BOWDEN
Gloucester,Australia
Summary
I am a highly-organised individual who enjoys assisting clients to achieve their goals through my ability to build and retain rapport with clients and provide excellent customer service across customers of all ages. With over 11 years' experience in a customer based environment, my great attention to detail and working within a team, I hope to become an asset within your company and your team.
Overview
7
7
years of professional experience
Work History
CUSTOMER ADVISOR
Regional Australia Bank
Gloucester , NSW
04.2024 - Current
- Greeted customers and provided excellent customer service.
- Responded to customer inquiries via phone, email, and in-person.
- Resolved customer complaints and escalated issues as necessary.
- Provided product information to customers.
- Demonstrated a strong understanding of company policies and procedures.
- Collaborated with other departments to meet customer needs.
- Developed long-term relationships with returning customers.
- Attended training sessions to stay up-to-date on new products and services.
- Participated in team meetings to share ideas for improving processes.
- Obtained a statement of attainment - tier II accreditation
ADMINISTRATION (SENIOR)
KBA INSURANCE REPAIRS
08.2021 - 01.2024
- Answering a large amount volume of inbound calls and emails and providing excellent customer service to the Insurance Companies, Tradespeople & Home Owners
- Entering various trade reports and quotes
- Meeting expected KPI's and SLA's
- Arranging the appropriate trades to complete roof report, plumbing reports etc
- Booking estimator appointments and managing calendars through Microsoft Outlook
- Training & mentoring fellow staff members
PROPERTY MANAGER
RAY WHITE RURAL GLOUCESTER
04.2020 - 08.2021
- This role came with a high level of responsibility, including a large range of management functions
- Handling complaints and issues concerning the property management department
- Preparing detailed documents & compiling extensive data
- Overseeing the operation of the property management department and the approximate 160 properties managed by the company
- Maintaining positive relationships with landlords, tenants and tradespeople and employing conflict resolution skills when necessary
- Attending weekly team meetings with the property management department to discuss work flow, improvements & shared knowledge and experience
- Compiling detailed written reports for landlords in reference to their properties and preparing in depth reports and updates regarding the property management department for the business owners
- Liaising with potential new landlords, conducting rental appraisals and gaining new managements
- Carrying out routine, entry and exit inspections, preparing residential tenancy agreements and conducting tenant inductions
TRAVEL CONSULTANT
FLIGHT CENTRE SINGLETON
02.2020 - 03.2020
- Unfortunately, due to COVID-19, the Singleton store closed shortly after I started
- However, in my short lived time I was able to take away valuable skills
- Assist travellers with personalised support, adding value and solving problems with any travel or tech related help required, ranging from standard platform queries to last-minute emergency travel situations
- Build internal relationships with colleagues & other teams in different locations
- Collecting & receipting deposits & balances for clients
- Deal with customer refunds in high stress situations
- Promote & sell industry brochures & itineraries
- Work to, thrive and achieve through KPI's that both relate to performance and behaviour
PROPERTY MANAGER
WEBBS REAL ESTATE
11.2017 - 02.2020
- This role came with a high level of responsibility, including a large range of management functions
- Handling complaints and issues concerning the property management department
- Preparing detailed documents & compiling extensive data - Monthly expenditure reports, complaints responses, management fees breakdown spreadsheets
- Overseeing the operation of the property management department and the approximate 225 properties managed by the company
- Maintaining positive relationships with landlords, tenants and tradespeople and employing conflict resolution skills when necessary
- Compiling detailed written reports for landlords in reference to their properties and preparing in depth reports and updates regarding the property management department for the business owners
- Liaising with potential new landlords, conducting rental appraisals and gaining new managements
- Carrying out routine entry and exit inspections, preparing residential tenancy agreements, and conducting tenant inductions
- Obtained a certificate of registration
Education
High School Diploma -
GLOUCESTER HIGH SCHOOL
Gloucester, NSW09-2015
Skills
- Microsoft Office Suite
- ADL Forms
- Property Me
- Console
- Building rapport and diffusing conflict
- Excellent report and written communication
- Promoting a safe, fair and engaging workplace
- Maintaining excellent relationships with co-workers and employers
- Strong literacy
- Data entry accuracy
- Attention to detail
- Investigating issues to find appropriate solutions
- Inbound and outbound calling
References
- Chloe Humbles, 0413 314 234, Manager - KBA Insurances Repairs
- Clair Deen, 0409 497 767, Former Work Colleague
- Natalie Turner, 0401 588 905, Personal Reference
- Melissa Rentell, Project Support Member, Services Regional Australia Bank, mrentell@regionalaustraliabank.com.au, 02 6771 6946
Otherexperience
I previously worked in multiple hospitality roles, including Gloucester Country Club, Fairways Restaurant, Roadies Café, Roundabout Inn, Café 57 and Woolworths Gloucester. At these jobs I was able to learn the foundations of customer service skills by completing the following tasks: Assisted customers with making menu choices, Maintained knowledge of current menu choices, Delivered exceptional service by greeting and serving customers in a friendly manner, Effectively communicate with kitchen staff regarding customer inquiries, Undertaking a range of management functions, including open and close of business functions, cash and eftpos balance, cash till float balance and preparation, stock monitoring and control, conflict resolution skills.
Timeline
CUSTOMER ADVISOR
Regional Australia Bank
04.2024 - Current
ADMINISTRATION (SENIOR)
KBA INSURANCE REPAIRS
08.2021 - 01.2024
PROPERTY MANAGER
RAY WHITE RURAL GLOUCESTER
04.2020 - 08.2021
TRAVEL CONSULTANT
FLIGHT CENTRE SINGLETON
02.2020 - 03.2020
PROPERTY MANAGER
WEBBS REAL ESTATE
11.2017 - 02.2020
High School Diploma -
GLOUCESTER HIGH SCHOOL
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