Joana De Leon

Customer Service Excellence

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Welcome all visitors, tenants, contractors and guests with a warm,

professional approach that sets the tone for an exceptional experience

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Provide prompt, courteous and personalised assistance to all enquiries

regarding the centre's facilities, retailers, services and events

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Resolve customer concerns and complaints eciently and

professionally, escalating issues when appropriate

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Build strong, positive relationships with tenants and regular visitors

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Support community experiences, events, and giveaways as directed by

the marketing team

Reception & Administrative Duties

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Manage the concierge desk as the central hub for all visitor interactions

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Answer incoming calls in a timely and professional manner, directing

calls and taking accurate messages

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Assist contractors and visiting sta with sign-in procedures as required

Centre Operations & Safety

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Ensure the concierge desk and common areas remain clean and

presentation-ready at all times

• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
• Responded to guest inquiries to maximize guest satisfaction.

• Completed day-to-day duties accurately and efficiently.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• • Provide service and advise customers on products and services the business provides• Build relationships with customers and be able to identify their needs• Liaise and build relationships with suppliers• Prepare customer quotes, input into system and follow up through to order delivery• Advise and update customers on order status included backordered items• Report on status of all quotations to Trade Hub Mona Vale Manage• Manage stock levels, minimise shrinkage and stock loss• Help maintain correct stock levels and ensure correct product information• Perform stock replenishment when necessary• WHS and housekeeping• Adhere to administrative requirementsManage Click and Collect process
  · Understand and administer the Click and Collect process to ensure timely processing of orders and ensure seamless customer service on this important service product.

• Calling current BSD re-sellers monthly, building strong relationship with new and existing customer.
• Arranging deliveries for the re-sellers.
• Calling on re-Sellers as per the database supplied monthly.
• Increasing BSD’s revenue through resellers.
• Visiting potential sites for new clients all around NSW. (Country and local)
• Administration duties as well when in office, corresponding to all incoming emails and calls plus entering/creating orders into the system.
• Helping solve customers complaints.
• Quote follow-up with customers such as builders and resellers.

• Answering Incoming phone calls for product information and pricing.
• Directing incoming calls to the correct employee.
• Taking and emailing messages to work colleagues.
• Data entry of clients' purchase orders.
• Taking and processing clients' orders.

• Maintain the area tidy, meet and greet customers, visitors and Contractors.
• Check their IDs before they enter the site.
• Responsible for Contractors, their inductions to the site, checking relevant Permits to work, licences, and assisting them while on site.
• Maintain the Contractors and Visitors’ spreadsheet up to date.
• Answering and forwarding incoming calls and monitoring emails.
• Assisting in preparing and setting up Meeting and Viewing rooms.
• General Administration tasks such as: filing, photocopying, scanning, binding and archiving.
• Assisting with new staff orientation.
• Dealing with Account Managers and visiting customer to assess incoming Projects and then quote accordingly.
• Ran reports and supplied data to Management.
• Scanning invoices into the system and raising PO for suppliers and Temping workers.

• Temp work as Data Entry Operator.
• Other duties include helping Digital in the preparation of Documents for scanning, filing and binding Documents.

• Managing a filling room for Westmead Hospital on Behalf of Recall.
• Retrieve patients (appointments) files and prepare them to be transported to the Hospital.
• Refile the files that are coming back to storage and update the information by inserting the new paperwork from the consultation.

• Temp work as an Administrative Clerk / Data Entry for IPA at Recall.
• Duties included but not limited to Data entry information into the system, Filing, archiving, Answering the phone and updating documents.

• Attending the servicing counter daily customers.