Jessica Folie
Melbourne,VIC
Summary
Detail-oriented team player with strong organisational and written communication skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated to cost, process and resource optimisation. Well-versed in collaborating with employees and leaders to resolve procedural problems affecting business operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Business Change and Implementation Lead
Insignia Financial
08.2022 - Current
- Oversee change management efforts to support implementation of critical initiatives driving technology, process, legislative and culture changes.
- Led teams of analysts to evaluate, plan and execute projects.
- Designed processes and systems supporting business needs before, during and after transitions.
- Reviewed internal systems and organised training plans to address areas in need of improvement.
- Identified impacted parties, business partners and resources required for planned changes.
Change Analyst
MLC
02.2020 - 08.2022
- Developed and delivered change management support documentation and manuals.
- Reviewed historical documentation to discern trends in operational metrics, informing future decisions on operational changes and potential improvements.
- Proactively proposed changes increasing productivity, compliance and other positive indicator metrics.
- Gathered, documented, and modeled data to assess business trends.
Team Leader
MLC
01.2016 - 02.2020
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
Call Center Representative
MLC
04.2014 - 01.2016
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Boosted customer service satisfaction ratings through consistent quality control.
Manager
The Olympic Hotel
04.2012 - 04.2014
- Scheduled work hours for 55 employees to achieve adequate manpower coverage.
- Filed incident reports and handled inappropriate behaviour to document problems and disturbances.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Implemented successful strategies to increase customer satisfaction.
Education
High School Diploma -
Whittlesea Secondary College
11.2007
Skills
- Business Analysis
- Client Relationship Management
- Risk Assessment
- Team Management
- Friendly, Positive Attitude
- Customer Service
- Data Management
- Written Communication
- Relationship Building
- MS Office
- Business Process Mapping
Certification
- Change Management Foundation, APMG International - April 2023
Timeline
Business Change and Implementation Lead
Insignia Financial
08.2022 - Current
Change Analyst
MLC
02.2020 - 08.2022
Team Leader
MLC
01.2016 - 02.2020
Call Center Representative
MLC
04.2014 - 01.2016
Manager
The Olympic Hotel
04.2012 - 04.2014
High School Diploma -
Whittlesea Secondary College
Similar Profiles
Katrina CarmichaelKatrina Carmichael
Client Solutions Specialist at Insignia FinancialClient Solutions Specialist at Insignia Financial
Zoe ApperleyZoe Apperley
Customer Service Specialist at Insignia FinancialCustomer Service Specialist at Insignia Financial
Rebecca LeesRebecca Lees
Head of Communications & Governance at Insignia FinancialHead of Communications & Governance at Insignia Financial
Huyen VoHuyen Vo
Senior Communications Specialist at Insignia FinancialSenior Communications Specialist at Insignia Financial
Rabah Al RifaiRabah Al Rifai
Plumbing Apprentice at Own BusinessPlumbing Apprentice at Own Business