Summary
Work History
Skills
References
When I'm off the clock you might find me.....
Timeline
Generic

Jaimi-lee Bourke

Airport West ,Melbourne

Summary

I’m a results-driven Client Relationship Manager with over 15 years of experience spanning logistics, healthcare, retail, and hospitality. I thrive on personal growth and learning, which is why I’m seeking a new opportunity to challenge myself and become a more valuable asset to clients. Integrity and trust are at the heart of my professional approach. I believe that clear, honest interactions build lasting relationships and drive success. I take pride in offering personalised services that align with each client’s unique needs and using data and insights to deliver actionable recommendations. At Allied Express, I’ve learned that true value extends beyond traditional service standards. I’m committed to continuous improvement and love collaborating with industry leaders to stay on top of data analysis and market trends. This approach helps me identify opportunities for innovative, data-informed solutions that address client pain points, support business objectives, and drive profitability and client satisfaction. My goal is to drive growth whether that be in the form of revenue, professional, team or personal. This goal keeps me focused on fostering strong, collaborative relationships with clients and stakeholders. I enjoy researching strategies from various industries to find transferable insights, which I use to work with my teams in creating bespoke solutions.

Work History

Client Relationship Manager

Allied Express Transport
2023 - Current
  • I establish and maintain strong relationships with national key clients, serving as the primary point of contact for inquiries and issue resolution
  • Working to develop strategies to enhance client retention and satisfaction, ensuring high levels of loyalty
  • Identify and implement operational improvements to increase profitability and efficiency
  • Analyse key performance indicators, service level agreements to assess and enhance end to end performance and value add for my clients
  • Monitor and analyse client interactions and performance metrics, ensuring CRM is kept up to date, preparing reporting and presentations designed to inform strategic decisions and presenting findings to relevant business stakeholders
  • A focus on personal growth through cross-departmental collaboration
  • This allows me to be able to provide support and mentorship while fostering a positive, collaborative work environment
  • Facilitated contract renewals and nurtured client relationships to identify and present growth opportunities, leading to successful completion of Pre-Qualification Questionnaires (PQQ) and Invitation to Tenders (ITT)
  • 50% growth YoY in portfolio spend with some national clients doubling annual revenue YoY
  • 95% existing client retention to date
  • Maintained detailed records of all client interactions, ensuring accuracy in account management and reporting activities.
  • Developed strong rapport with clients through consistent follow-up and attention to detail.
  • Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
  • Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
  • Negotiated contracts with clients to secure long-term partnerships while safeguarding company interests.
  • Regularly conducted business reviews with clients to assess performance, identify opportunities, and set goals for future growth.

Performance & Capability Manager

Medibank
2022 - 04.2023
  • Developed and implemented strategies to enhance contact center performance, aligning with business objectives and ensuring brand consistency
  • Led call center KM, Analytic and QA team’s ensuring all legal compliance and performance standards were upheld
  • Data gathered from audits was utilised to identify trends and recommend actionable improvements
  • Led skilled teams nationally, fostering a culture of continuous improvement and alignment with strategic vision
  • Participation in design, testing and implementation of programs to enhance customer interaction quality and improve user experience: MFA- Multi Factor Authentication, Speech Analytics and newly introduced call center reporting platform encompassing 7x different platforms into 1 view with Power Bi
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Customer Service /Call Centre/ BDM/ National Accounts Receivable Manager

Paramount Liquor
2019 - 2022
  • Transitioned from Business Development to overseeing customer service and accounts receivable teams, integrating company values and service standards to foster a value-driven culture
  • Negotiated credit terms with new customers and managed key and national accounts, maintaining a positive cash flow
  • Developed new standard operating procedures (SOPs) and training plans, driving process standardization and operational efficiency
  • Led B2B sales growth initiatives, leveraging local and international market opportunities to drive sustainable revenue growth
  • Managed a diverse portfolio of on- off premise B2B clients resulting in over 1Mill of trade with consistent growth quarterly
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Strengthened relationships with key clients through regular communication and meetings.
  • Grew revenue in target markets by engaging in strategic partnerships and alliances.
  • Established long-term relationships with key industry influencers for increased brand exposure.
  • Represented company and promoted products at conferences and industry events.
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience.
  • Posted customer payments by recording cash, checks, and credit card transactions.
  • Implemented new collection strategies that led to the recovery of lost revenue.
  • Reduced outstanding account balances through diligent follow-up on past due invoices.
  • Reconciled daily AR ledger and verified proper posting.
  • Negotiated payment terms with clients to facilitate mutually beneficial agreements while maintaining company profitability goals.
  • Updated aging reports based on daily audits.
  • Established credit limits based on thorough risk assessments, minimizing potential losses.

Regional Manager, NSW/VIC/TAS

JUST GROUP
2014 - 2019
  • Implementation of strategic retail initiatives across the NSW/VIC/TAS region, driving sales performance and operational efficiency in line with brand goals
  • Led the recruitment, induction, and development of store management teams, enhancing team effectiveness and aligning with company standards
  • Drove and exceeded sales targets for the region by setting clear expectations and monitoring performance, contributing to significant revenue growth
  • Reduction of shrinkage within my various territories YoY to ensure overall budgetary requirements were met
  • 0 LTI’s or H&S incidents reported from territories managed for over 24 months due to strong compliance standards and early intervention risk management
  • Achieved annual budget for region with multiple stores exceeding record targets since opening
  • 6/12 stores in top 20 national revenue growth 2018 with 10/12 Store managers achieving full bonuses
  • Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
  • Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
  • Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
  • Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
  • Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
  • Collaborated with product development teams to provide valuable customer insights, driving continuous improvement efforts and enhancing overall offerings to meet market demands.
  • Optimised in-store merchandising and monitored inventory availability to increase sales.
  • Managed P&L to decrease discrepancies and retain timely and under-budget project completion.
  • Collaboratively launched over 12 new locations in 3 states, analysis of population trends and market demands to maximise customer accessibility and drive revenue growth.
  • Worked with loss prevention to decrease shrink and boost loss awareness.
  • Implemented cost-cutting measures across the region that led to significant savings without compromising overall P&L, service standards and employee engagement.
  • Presented at national brand conferences- gathered real time insight from employee's to work with internal stakeholders to build incentives and solutions to support internal succession plans across group brands.

Food & Beverage Manager

IHG: Holiday Inn Kakadu & Crowne Plaza Coogee Beach
2010 - 01.2014
  • Company Overview: Break Free Hotels & Resorts: Long Island & Airlie Beach
  • Managed all food and beverage outlets, event spaces, and retail operations, ensuring exceptional service and adherence to standards
  • Implemented health, safety, and hygiene protocols to ensure the wellbeing of guests and staff, conducting regular training to uphold standards
  • Directed inventory management, cost control, and budgeting to optimize operational efficiency and profitability
  • Developed and presented annual/ seasonal CAPEX strategies, requirements to F&B Director for consideration factoring in location (rural, island or city) seasonality, Events, clientele type ie international tourist vs local that aligned to the company's annual marketing strategy and operational requirements to ensure the proposed spend supported the ROI and maintained stakeholder engagement for future funding upgrades to remote structure
  • Worked closely with Indigenous board members to ensure traditional values and cultural practices were respected and accurately represented
  • I coordinated and oversaw Nova Peris wedding in Kakadu National Park: Cannon Hill & Reception held in Jabiru for 150pax
  • Conducted regular performance evaluations for team members, providing constructive feedback and opportunities for growth.
  • Coordinated with vendors to secure competitive pricing on ingredients, supplies, and equipment.
  • Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
  • Implemented creative solutions for space optimisation during peak hours or busy seasons.
  • Maintained compliance with industry standards regarding alcohol service guidelines by regularly updating staff training and certifications- NT strict policy adherence for local indigenous
  • Enhanced the dining experience by incorporating local flavors into the menu offerings.
  • Break Free Hotels & Resorts: Long Island & Airlie Beach
  • Managed inventory effectively, reducing waste and optimizing stock levels.
  • Resolved customer complaints involving food or beverage quality and service.
  • Developed staff training programs to enhance service skills and increase overall efficiency.
  • Maintained highest standards for beverage quality and service.

Skills

  • Strategic Leadership
  • Operational Optimisation
  • Client Relationship Management
  • Business Development
  • Data Analysis
  • Workforce Management
  • Schedule Management
  • Presentation Development
  • Up-selling and cross-selling technique
  • Team Development
  • Cross-Functional Collaboration
  • Contract Negotiation
  • Conflict Resolution
  • Market Analysis &Trend Identification
  • Process Improvement
  • Efficiency Enhancement
  • CRM- Saleforce
  • Logistics
  • Financial Software
  • Relationship building, retention and management
  • Problem-solving aptitude
  • Business growth strategies
  • Customer Engagement
  • Training programs- Recruitment & Onboarding
  • Employee Retention- Performance Evaluations
  • Strategic Planning
  • Solutions based- proactive approach to planning
  • Networking Events
  • Strategic account development
  • Business Analytics
  • Operating Procedures and Policies
  • Change Management

References

Available on request

When I'm off the clock you might find me.....

Nose down in a book, I’m an avid reader and jump between 2-3 different reads at once. I’m always on the lookout for fresh perspective and love debating the stories in the Sunday paper. I have two young children, and we’re always on the go, exploring new places. They are both so inquisitive about the “Why” and “How” which makes it so easy to introduce them to different cultures, attitudes, places and people.

I could be at the gym practicing my Maui Thai skills (for fun) or watching my children participate in a BBJ or Maui Thai competition.... not fun for mum.

Fun fact, I originally was studying to become a veterinarian – I love animals and grew up on a 50-acre farm but I received an opportunity to travel and work in the Northern Territory, this opportunity gave me 2x things Fishing and big reptiles so I jumped at the chance and changed my degree over to Agricultural business and Animal Science. I still love  big reptiles but because we live in suburbia, we have a small reptile that free roams the house named Pumkin

My day-to-day motivation is to be a role model for my two children. I’m committed to challenging myself and learning something new each day, not just for my own growth but to instill in them the values of insight, understanding, and patience. I want them to embark on their own adventures one day with confidence and a deep appreciation for the world around them.

Timeline

Client Relationship Manager

Allied Express Transport
2023 - Current

Performance & Capability Manager

Medibank
2022 - 04.2023

Customer Service /Call Centre/ BDM/ National Accounts Receivable Manager

Paramount Liquor
2019 - 2022

Regional Manager, NSW/VIC/TAS

JUST GROUP
2014 - 2019

Food & Beverage Manager

IHG: Holiday Inn Kakadu & Crowne Plaza Coogee Beach
2010 - 01.2014

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