IVANA ELICE
Summary
Microsoft Office proficiency Customer Service Time Management Banking and Finance/ Leasing Account Management Call centre experience Staff Coaching Strong problem solver Strong administration skills Resourceful Exceptional Interpersonal Skills Sales Orientated Accounts Receivable and Payable Collections Dispute resolution Consumer Credit Code knowledge Lending knowledge Understanding of Privacy Act Team Leadership Mentoring Invoicing Team Player Ability to work autonomously Multi -Tasker Record keeping Retail experience Lease terminations Team Leader experienced in directing activities of workgroup's. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
29
29
years of professional experience
Work History
Team Leader
Interleasing
01.2019 - Current
- Manage staff to ensure they are meeting client expectations
- Manage client expectations and maintain customer base
- Respond to customer enquiries either over the phone, electronically and face to face
- Process customer quotes in line with Key Performance indicators
- Place vehicle orders
- Maintain communication with clients regarding vehicle delivery time frames
- Identify additional sales opportunities
- Provide sales & efficiency reporting to clients and ensure targets are being met
- Ensure staff morals are kept to a high standard
- Ensure sales targets are being met
- Maintain customer privacy
- Account Management & client meetings
- Assist staff members in their portfolio's when absent, or high volumes of work load
- Implementation of new training documentation
Client Services Officer
Fleet Plus
06.2018 - 01.2019
- Managing reporting for all due off Novated leases
- Maintaining superior customer service standards
- Processing Novated lease budget reconciliations
- Termination of Novated Leases
- Issuing End of Lease notification to customers
- Issuing early termination pay out figures and residual value tax invoices
Novated Leasing Executive
Summit Auto Fleet & Leasing
11.2016 - 05.2018
- Ensure all customer enquiries are responded to in a professional, efficient manner
- Provide quotations to clients with in Service Level Agreements
- Ensure vehicle deliveries are on track for required delivery time frames and communicate delivery time frames to customers
- Maintain and grow client relationships
- Identify other sales opportunities for all divisions of the business
- Provide accurate quotations with in agreed Key performance Indicators
- Process credit applications
- Provide innovations to the business to assist client base
- Analyse reporting on behalf of customers
- Provide exceptional customer service to customers, and internal and external stake holders
- Contract settlement – ensure all documentation received is accurate and dealer invoices match with original loan documentation, and working with dealers to rectify any inconsistencies
ORIX Australia
07.2006 - 09.2016
SENIOR RELATIONSHIP EXECUTIVE - CLIENT SERVICES
NORTH RYDE
05.2011 - 09.2016
- Manage staff to ensure they are meeting client expectations
- Manage client expectations and maintain customer base
- Respond to customer enquiries either over the phone, electronically and face to face
- Identify additional sales opportunities
- Provide sales & efficiency reporting to clients and ensure targets are being met
- Ensure staff morals are kept to a high standard
- Ensure sales targets are being met
- Maintain customer privacy
- Account Management & client meetings
- Assist staff members in their portfolio's when absent, or high volumes of work load including quotations, delivery time frames, and management of client portfolios.
RELATIONSHIP EXECUTIVE
03.2009 - 05.2011
- Respond to all customer requests professionally, ensuring that all tasks are completed accurately and within the Key Performance Indicators (KPIs)
- Achieve incremental growth targets
- Identify additional sales opportunities
- Provide accurate quotations within agreed Key Performance Indicators
- Preparation and analysis of fleet management reports for clients
- Have a broad understanding of all products
- Manage high profile client base and ensure all customer needs are met at all times with the highest quality of customer service
- Account Management
- Filing electronically & manually of client records
KEY ACCOUNTS OFFICER
RECORDS MANAGEMENT
07.2006 - 03.2009
- Respond to all customer requests professionally, ensuring that all tasks are completed accurately and within the Key Performance Indicators (KPIs)
- Achieve incremental growth targets
- To manage, in conjunction with the Key Accounts Executive, the profit margins of each client, according to the lease type and vehicle model, to ensure that business is written at the highest sustainable margins
- To maintain regular contact with all customers (minimum requirement is quarterly intervals)
- To identify additional sales opportunities
- Provide accurate quotations within agreed KPIs
- Print and distribute fleet management reports
- Process credit applications, Follow up and complete enquiries for customers, and also compelled by law
- Copy of customer statements
- Locate customer's cheques and investigate branch transactions
- Providing relevant documents required by Courts to adhere with Subpoenas
- Processing of dishonored payments
SENIOR ACCOUNTS RECEIVABLE OFFICER
CAPITAL FINANCE, Angel
10.2004 - 07.2006
- Collection & administration of vendor receivables portfolio
- Reduction in number of accounts in arrear
- Checking & dispatch of monthly invoices
- Vendor arrears reporting
- Resolve arrears accounts
- Provide superior customer service to client base
- Preparing banking & ensuring it is balanced prior to submitting to bank to deposit to assigned accounts
- Monitor receipt of payments from vendors / clients, confirm correct allocations & ensure Accounts Department are advised of allocation details
- Clearing unassigned payments in General Ledger Account
INBOUND COLLECTIONS – PERSONAL
COMMONWEALTH BANK, Julie Ross Personnel
06.2004 - 10.2004
- Collection & Administration of personal loans in arrears in an inbound telephone call centre
- Ensuring calls were answered in a speedy, polite manner
- Ensuring all disputes were resolved in a timely manner
- Issuing Letter of Demand on delinquent accounts
- Skip Trace on delinquent accounts
- Reducing number of delinquent accounts
ORDINATOR/SUPERVISOR
EXPRESS MERCANTILE
11.2001 - 06.2004
- Allocate repossessions, which have been referred from major Banks & Credit Unions to specified agents with in designated areas
- Provide regular written and verbal updates to clients on each case
- Create repossession reports and invoices
- Provide advice to clients who are major Banks & Credit Unions, on files they have issued for Collection/Field Call/Repossession
- Process skip investigation enquiries to locate borrowers who have skipped from the address supplied on instructions received from clients
- Ensure repossession agents are kept informed of any new progress on each file
- Delegate work to agents and other staff with in the organization
- Provide support and advice to repossession agents and staff within the business
ASSET SALES OFFICER
ESANDA FINANCE CORPORATION LIMITED
08.1997 - 10.2001
- Process invoice payments
- Accounts Payable
- Bulk Debiting of invoices to correct accounts
- Process payments to Accounts
- Reconciliation of Creditors Statements and invoices
- Process sale proceeds from repossessed sold chattels
- Answer incoming telephone calls in relation to repossessed chattels
- Ensure registration of repossessed vehicles are transferred prior to sale of chattel with correct state authorities
- Calculate redemption and pay out figures on repossessed accounts
- Order correct Legal letters for contracts
- Thorough knowledge of Credit Act, Privacy Act, Trade Practices Act
- Thorough knowledge of Consumer Credit, Lease & Hire Purchase contracts
REGIONAL SUPPORT OFFICER
ANZ BANK
07.1996 - 08.1997
- Provide customer service including incoming and outgoing telephone calls on all products including Consumer Mortgage, Hire Purchase and Lease contracts
- Calculate pay out figures for Consumer Mortgage, Hire Purchase and Lease contracts
- Provide support & relief to all teams within the Asset Management Department including relief within Credit Control
- Ensure Budgets and Targets are met within Credit Control and Asset Management
- Process incoming cheque payments to customer contracts
- Split and process reports
- Finalise completed loan contracts and complete letter of finalization
- Process paperwork for staff annual leave, sick leave, salaries and rostered days to be processed by Human Resources, Answer incoming calls from ANZ branches, the public and customers regarding queries on accounts
- Action daily reports
- Liaise confidentially with customers and staff to correct errors
- Negotiate with staff and customers to ensure smooth running of services
- Conduct training and orientation for new staff
- Develop & maintain relationships with designated portfolio of accounts
- Action and repair account maintenance
- Identify / Investigate and rectify irregularities generated over respective accounts
- Manage work volumes to meet critical deadlines
Miller, CLIENT RELATIONS CLERK
ESANDA FINANCE CORPORATION LIMITED
07.1995 - 07.1996
- Process spreadsheets to ensure pay out figures are quoted correctly to clients on Esanda Finance's products of Consumer Mortgage, Hire purchase and Lease contracts
- Complete written correspondence to customers regarding loan changes
- Process refinancing of existing and new finance for customers
- Provide exceptional customer service in relation to customer accounts and new business
- Filing client records, and arranging for files to be archived f
SUSPENSE OFFICER
AUSTRALIA NEW ZEALAND BANK, SURRY HILLS
05.1994 - 07.1995
- Responsible for locating correct accounts for items rejected from previous days work due to errors being made by branches and customers
- Providing support and relief to staff and ANZ branches
Education
CERTIFICATE IV FRONTLINE MANAGEMENT BSB 40807ACADEMY HOLDINGS -
2007
RAISING THE BAR - undefined
2003
LEVEL 2 – NEW HORIZONS - undefined
2001
POLLAK & PARTNERS - undefined
1996
PC Training & Development Word for Windows 6.0 - undefined
ACT BLACKTOWN GIRLS HIGH SCHOOL
1993
Higher School Certificate -
BLACKTOWN GIRLS HIGH SCHOOL
Blacktown, NSW1991
Skills
- Performance Evaluations
- Leading Employees
- Coaching and Mentoring
- Evaluating Employee Work
- Account Management
- Teamwork and Collaboration
- People Management
- Effective Customer Service
- Client Support
- Overseeing Daily Activities
- Staff Training
- Leadership
- Complaint resolution
- Account management
- Key performance indicators
Timeline
Team Leader
Interleasing
01.2019 - Current
Client Services Officer
Fleet Plus
06.2018 - 01.2019
Novated Leasing Executive
Summit Auto Fleet & Leasing
11.2016 - 05.2018
SENIOR RELATIONSHIP EXECUTIVE - CLIENT SERVICES
NORTH RYDE
05.2011 - 09.2016
RELATIONSHIP EXECUTIVE
03.2009 - 05.2011
ORIX Australia
07.2006 - 09.2016
KEY ACCOUNTS OFFICER
RECORDS MANAGEMENT
07.2006 - 03.2009
SENIOR ACCOUNTS RECEIVABLE OFFICER
CAPITAL FINANCE, Angel
10.2004 - 07.2006
INBOUND COLLECTIONS – PERSONAL
COMMONWEALTH BANK, Julie Ross Personnel
06.2004 - 10.2004
ORDINATOR/SUPERVISOR
EXPRESS MERCANTILE
11.2001 - 06.2004
ASSET SALES OFFICER
ESANDA FINANCE CORPORATION LIMITED
08.1997 - 10.2001
REGIONAL SUPPORT OFFICER
ANZ BANK
07.1996 - 08.1997
Miller, CLIENT RELATIONS CLERK
ESANDA FINANCE CORPORATION LIMITED
07.1995 - 07.1996
SUSPENSE OFFICER
AUSTRALIA NEW ZEALAND BANK, SURRY HILLS
05.1994 - 07.1995
CERTIFICATE IV FRONTLINE MANAGEMENT BSB 40807ACADEMY HOLDINGS -
RAISING THE BAR - undefined
LEVEL 2 – NEW HORIZONS - undefined
POLLAK & PARTNERS - undefined
PC Training & Development Word for Windows 6.0 - undefined
ACT BLACKTOWN GIRLS HIGH SCHOOL
Higher School Certificate -
BLACKTOWN GIRLS HIGH SCHOOL
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