JESSICA O’FLAHERTY
Berwick,VIC
Summary
As an experienced Customer Relations professional and Office Administrator, I have developed strong skills in managing administrative tasks, providing customer support and development, and ensuring efficient operations. With a keen eye for detail and excellent communication abilities, I am adept at liaising with internal and external stakeholders to facilitate smooth workflow processes. My proven track record of delivering exceptional results in fast-paced environments makes me a valuable addition to any team.
Overview
10
10
years of professional experience
Work History
Industry Engagement Officer
Brick and Block Careers
03.2023 - Current
- Reporting to the National Manager of the business
- Contact person for allocated regions within Victoria and Tasmania
- Data entry and maintaining accuracy of CRM (creatio)
- Maintaining relationships with Schools, RTOs, Job Networks, Employers, Australian Network Providers (AASN) to generate leads and candidates to fill current job vacancies.
- Screening of potential candidates for suitability into a Bricklaying Apprenticeship
- Assist with monthly claims to be processed by the Finance Department for employers incentives.
- Coordinating work trials with successful candidates with an Employer
- Onboard apprentices and new employers
- with external customers to organise attendance to events and accurately maintain calendar and CRM.
- Attend career expos and accurately record any potential candidates into the system for job applications.
- Conduct presentations at schools to promote the industry as a viable career pathway into building and construction.
- Attend networking events that have been identified beneficial for the business
- Follow up with all customers and young people after events to maintain relationships and provide further assistance.
- Travel interstate when required for events or business training.
- Identify and assist Out-of-Trade apprentices with the intent of re-engagement.
- Follow up with new apprentice sign ups with apprentices and employers for the purpose of retention, offer advice and assistance where required.
- Maintain job vacancy accuracy and update where required.
Office Administrator
Strength Group
09.2021 - 02.2023
- Reporting to the Managing Director of the business
- Contact person for internal and external clients, including staff and contractors
- Human Resources support by Preparing documents such as staff contracts, sales documents and building contracts, meeting agendas and minutes
- Filing and record keeping
- Data entry
- Administrative support by providing assistance to staff and managers with required tasks
- Creating social media posts for Facebook, Instagram and LinkedIn
- This included taking photos onsite to keep social media up to date with the business
- Facilities management - Managing company stock take within the office as well as organising and ordering signage for building sites
- Main contact person for apprenticeships and claims with MAS National
- Health and Safety assistance by handling staff registrations & licenses; re-registering building licenses, first aid certificates, traffic control, and others that are required
- Also, organising staff to complete training and refreshers and recording those documents
- Expense support by assisting with monthly claims and prepare documents for clients
- Assist in the design process for quantity of materials, Braeside)
- Rinnai Australia is part of the global Rinnai group, creating the world’s most advanced heating and hot water systems.
Customer Relations Officer
Rinnai
03.2016 - 09.2021
- Manage escalated complaints within the business.
- Respond to inbound/outbound calls, email enquiries, social media and administer an outcome for end consumers nationally.
- End-to-end customer case management
- Respond to Product Review queries within a timely manner and liaise with the Marketing department.
- Aid where required, on other Social Media platforms.
- Review/investigate the customers complaints and provide a resolution to their complaint/claim in a timely manner.
- Preparation of payment if required.
- Liaising with key internal and external stakeholders regarding service issues and escalations.
- Work closely with other departments and areas to resolve customer complaints.
- Regular training in Customer First, Australian Consumer Law, and other areas if required.
- Identify key trends in either Product or Service to report to relevant stakeholders to reduce the number of customer complaints received.
- Create spreadsheets for record keeping on product replacements
- Assisting in the invoicing department
- Administrative support to other areas of the business
- Data entry from manual invoices
- Supporting staff with their queries if they require assistance
- Electronic communication using MS Outlook, and Avaya
Receptionist/Cashier
Leonard Joel Auction House
01.2015 - 01.2016
- Busy reception area - professional customer service maintained at all times, as first point of contact for customer
- Telephony (inbound and outbound)
- Electronic communication using MS Outlook
- Customer registration
- Data entry of large consignments
- Information management system (filing)
- Cashier duties handling large of sums of money, used EFTPOS machine
- Banking
- Postal management (opening, redirecting, distributing, post office runs etc)
Customer Service Consultant
CARSALES.COM.AU
09.2013 - 12.2014
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Answered constant flow of customer calls with minimal wait times.
Education
Business Administration
Set Solutions
2013
Skills
- Operations Management
- Brand Messaging
- Training
- New Business Opportunities
- Community Relations
- Prepare Speeches
- Internal Communications
- Administering Social Media Accounts
- Staff Meetings
- Customer Inquiries
- Customer Interaction
- Community Engagement
- Marketing Activities
- Customer Follow-Up
- Complaint Resolution
- Inbound and Outbound Calling
- Time Management
- Customer Relations
- Database Administration
- Data Entry Documentation
- CRM Software
- Filing
- Administrative Support
Timeline
Industry Engagement Officer
Brick and Block Careers
03.2023 - Current
Office Administrator
Strength Group
09.2021 - 02.2023
Customer Relations Officer
Rinnai
03.2016 - 09.2021
Receptionist/Cashier
Leonard Joel Auction House
01.2015 - 01.2016
Customer Service Consultant
CARSALES.COM.AU
09.2013 - 12.2014
Business Administration
Set Solutions
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