Driving my career towards a management role where I can use my interpersonal skills to lead a group of like minded people and bring innovative changes to the team and company.
Overview
14
14
years of professional experience
Work History
Customer Relations Consultant
BT Financial Group
Sydney, NSW
07.2023 - Current
Assisting advisers and clients through outbound/inbound and click to chat channels through navigation, complex queries and arising scenarios regarding superannuation
Assisting team members and key stakeholders with providing buddying sessions to live calls.
Providing immaculate customer service to deliver accurate and resourceful information regarding superannuation.
Ensuring monthly KPIs are met - Training and coaching with wider business units
Providing tailored information through emails while maintaining ownership of queries yet to require further information
Have assisted Adviser First on an ad-hoc basis when short staffed
Ensuring that complaints are met and managed within a timely manner
Understanding both the client and adviser user interface to relay navigation when required
Maintaining and understanding the industry by upkeeping in training and self-study.
Have recently been upskilled to the outbound email channel
Sound knowledge to the Superannuation space
Trained in both Panorama and Asgard Platforms
Have assisted the Operations Coordinator role for 6 weeks managing all around office needs and support to various teams and ensuring deadlines are met.
Recognized consistently for outstanding performance in handling difficult situations with empathy and professionalism.
Streamlined communication channels, leading to faster problem resolution and improved client satisfaction.
Provided exceptional support during high volume periods, maintaining professionalism and efficiency under pressure.
Improved team productivity by sharing best practices and collaborating on strategies to address common challenges.
Customer Service and Colour Specialist
Mecca
Sydney, NSW
04.2022 - Current
Assisting in customer service
Colour Specialist promoted in 2023
Retail round hand
Stock take / Stock management
Followed all company policies and procedures to deliver quality work.
Led quality assurance efforts, maintaining high standards for all products and services.
Greeted customers, helped locate merchandise, and suggested suitable options.
Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
Helped customers complete purchases, locate items, and join reward programs.
Using POS system to process sales, returns, online orders, and gift card activations.
Managed returns and exchanges process smoothly, maintaining high levels of customer satisfaction even during difficult situations.
Provided excellent product knowledge to customers through continuous learning about new items and promotions within the store.
Engaged in friendly conversation with customer to better uncover individual needs.
Customer Service & Integrations Manager
Wonde
Sydney, NSW
05.2020 - 07.2023
Managing x 2 teams
Training & Development
Interview and Hiring process for potential candidates
Onboarding / Induction
Daily reporting on Metrix and statistics
Measuring Performance
Work Allocation
Manage targets and KPI's for the team
Recruitment and Selection Process
Implement plans and strategies to help develop the teams
I was promoted to line manager after 2 months on the phone as a customer service specialist. I had hit record numbers above average of my target with recognition from the CEO in the UK
I also assist with driving numbers when they are low
I have put together documents to assist the team and wider company including an onboarding schedule for the UK while working remotely - Have also assisted my APAC Director with implementing a commission structure which has been successful to present.
Consistent training with the UK
Work with multiple platforms
Integrating and working with technical student information systems: Zendesk / managing tech support tickets.
Weekly training sessions with the team
Business Development Manager
ELMO Software HR & Payroll Cloud Solution
Sydney, NSW
09.2019 - 05.2021
Outbound/ Inbound Mid Market/ Small B2B SMBs
Actively prospecting potential clients through LinkedIn
Arranging meetings with prospects
Taking prospects through online demonstrations liaising with a solutions consultant
Diary Management
Currently using Salesforce Lightening (CRM)
Understanding the 14 modules of ELMO
Up selling (modules, remuneration, survey engagement)
Objection Handling
High level of customer service via webchat (DRIFT), email or phone
Delivering the best customer service
360 Sales Cycle
Business Sales Executive/ Client Retention Executive
Employsure
Sydney, NSW
05.2017 - 09.2019
Outbound/Inbound/Retention B2B sales
Understanding of the Fair work Legislation
Sufficient experience in Employment relations and Work Health and Safety
Maintaining the highest levels of customer satisfaction
Delivering Immaculate Customer service
Cold Calling/Self Source Lead Generation
Up Sell existing clients
Objection handling calls into potential new clients
Working with BDM's & CRMs to gain new business
Future Leaders - Entry level into a team leadership program
Ambassador - 2 years tenure
Meeting and exceeding KPI Targets
Sufficient in Salesforce
Data Entry - Appointment setting
Diary management
Retaining and negotiating
Disputing and resolving client complaints at the highest of quality
Immaculate level of customer service via webchat, email or phone
Promoted internally x3 times
Associate Mortgage Expert/ Retention Specialist
Australian Credit and Finance (Lendi)
Sydney, NSW
07.2016 - 01.2017
Meeting and exceeding daily targets and KPI's
Sound Mortgage/ Finance knowledge
Sufficient in Salesforce
Data Entry
Appointment setting for mortgage brokers
Qualifying and appointing all leads
Outbound/Inbound
Converting cold calls and warm leads
Objection Handling
Maintaining highest levels of customer service and excelling customer satisfaction
Disputing and resolving all customer queries
Built the customer retention team to a head count of x30 reps - Project of 2016
Retaining, negotiating and closing prospect again into staying with company
Delivering immaculate customer service
Care Staff Employee (AIN)
HammondCare
Hammondville, NSW
01.2012 - 07.2016
Attending to residents ADL's
Meeting daily resident needs
Work in a team system
Maintaining high levels of hygiene
Maintaining respect and seeing the resident as an individual
Paper work ( Progress notes, ACFI, Bowel Charts and Personal Care Books)
Making sure the resident is comfortable and always feels at home.
Based in Palliative Care Suite, Low care and high care - Flexible throughout the Hammondcare wards
Manuel Handling
Consistent Education within Hammondcare to maintain knowledge of the industry
Case Management
Medication Competency
Skills
Intermediate Word processing skills (MS Word 20xx)
Delivering immaculate customer service
Sales Experience
Salesforce CRM
DRIFT (online web chat forum)
Data Entry
Project led - Retention Team for Lendi 2016 Project
Future Leaders 2019
Understanding of teamwork and dynamics
Communications skills, both oral and written
Ability to manage customer dissatisfaction and complaints
Eagerness to learn new skills, and grow positively from challenges
Professional telephone manners
Management Experience
Medication Competency
Case Management Experience
Cert 3 & Cert 4 Aged Care
<Enter your own>
License: Current NSW Full License
Timeline
Customer Relations Consultant
BT Financial Group
07.2023 - Current
Customer Service and Colour Specialist
Mecca
04.2022 - Current
Customer Service & Integrations Manager
Wonde
05.2020 - 07.2023
Business Development Manager
ELMO Software HR & Payroll Cloud Solution
09.2019 - 05.2021
Business Sales Executive/ Client Retention Executive