Jessica English

As Branch Administrator at Heavy Automatics VIC, I was responsible for overseeing the smooth day-to-day running of the workshop, acting as the main point of contact for customers, suppliers, and staff. My role covered a wide range of administrative and operational functions including timesheet entry, invoicing, debtor management, payroll submissions, and financial reconciliations. I supported the Parts team with sales and stock management, coordinated purchase orders and supplier accounts, and maintained warranty claims and compliance documentation. In addition, I managed inductions, preventative maintenance schedules, reporting, and general office operations, ensuring accuracy, efficiency, and excellent customer service across all touchpoints.

Core Skills

• ERP-based systems for job setup, cost control, invoicing, and customer/supplier management; strong attention to detail.
• Financial reconciliations: timesheets, labour, parts, statements, petty cash, and invoice follow-up.
• Customer-focused communication: high-volume reception, call handling, face-to-face interaction.
• Schedule coordination: workshop bookings, servicing, training and travel logistics.
• Reporting & administration: spreadsheet management, ad-hoc reporting, filing, data entry and compliance documentation.
• Proactive multitasking: balancing routine admin, urgent tasks, and ongoing operational support.
• Coordinated branch operations to enhance workflow efficiency and service delivery.

• Daily my role assists towards building relationships with and assisting in the management of our Customer network.
• This requires the provision of flawless customer service in all my interactions, with internal and external stakeholders. To ensure the best level of service is provided I strive to ensure all my daily work is concise, clear, and delivered in a timely manner. This is done by closely monitoring the customer inboxes, calling people to have conversations, ensuring their reporting needs are met and contributing to projects like FBT programs and replacement planning.
• The main tasks of my current role is to ensure our clients receive transparent and clear reporting and offer detailed analysis of their fleet needs. This means I need to have a strong knowledge of excel and its functions as well as a clear process map to ensure month on month our customers receive valuable data. I need to ensure all my interactions are documented so future co-workers can be trained appropriately.
• As a part of my role I’ve also been exposed to many additional tasks that have further developed my skills. By working closely with our Customer Relationship team I’ve been able to assist with the education and training of our Customers on our online portal, and reporting systems and have established myself as a subject matter expert on our internal and external systems, enabling me to provide training to new and old customers.
• This is only a small example of the tasks undertaken in my role, with other responsibilities including:
• Responsible for ensuring all KPIs and SLAs are met
• Managing the monthly reporting needs of our customers
• Completing Data cleanses and audits to ensure our information is true and correct
• Managing the customer expectation and escalating requests as required
• Lodging all complaints and providing feedback as required
• Supporting the CRM network with their on-going projects, strategic plans, and relationship roadmaps
• I’ve been able to build strong relationships within LeasePlan and key customer contacts, creating an enviable support network that assists towards providing rewarding experiences for all.
• I pride myself on continually developing my existing skills and enjoy the challenge of mastering proficiencies identified as needing further attention. I’m driven to ensure I build a strong support system around me and enjoy helping my colleagues by being part of their support system as well.
• Developed and implemented fleet management strategies to optimize vehicle utilization and reduce operational costs.

• During my time in Customer Service I have undertaken and explored most parts of the business. I have been involved with CPOW, performed tasks outside of my core role like Fleet Review, Settlement presentations, client visits, and actively involved with the Agile training program.
• As a Customer Service Consultant, it is my core role to respond to the day to day enquiries from our Drivers, Fleet Contacts, and CRMs. This includes answering calls, emails, and activities, also ensuring all conversations are responded to in a timely manner, and thoroughly documented.
• It is my responsibility to manage my own workspace and be aware of those around me to ensure all enquiries have been completed. I am able to plan my day making allowances for any urgent issues that I may get asked to assist with by any of the CRM’s and my management team.

Other relevant skills include

• Increased merchant retention, providing exceptional customer service and consistent communication.
• I am proficient in the use of SAP, Excel, PowerPoint, Word, and Outlook
• I can demonstrate my ability to build lasting and on-going relationships with stakeholders, both internal and external
• I have been mentored for the last 6 months in Portfolio Opportunities, and Relationship Management
• Provided exceptional customer service, ensuring client satisfaction and repeat business.

CORE ROLE

• Inbound Customer Service
• Providing the highest level of Customer Service focusing on results.
• Dealing with the administration of Insurance Claims (Life, TPD, and Income Protection Claims)
• Taking appropriate documentation of calls
• Ensure all information is provided in a clear, honest, and well-informed manner
• Managing business risk, ensuring all policies and procedures are followed. Be well versed in all the legal obligations of my role
• Assisted management team with the on-going training and support of new inductees.
• Assisted with the planning and facilitation of multiple events, ie: fundraisers, social events, and functions.

Claim Support Office Feb 2014– Sept 2014 (Secondment while at NAB)

• Taking notifications of new claims
• Liaising with client’s assessors, 3rd parties and stakeholders.
• Make decisions on relevant information about the validity of new claims
• Skills:
• Critical thinking, and handling difficult conversations.
• Back of house administration's work.
• 2IC, and management roles.
• Account Management
• Training and Development