Summary
Overview
Work History
Skills
Timeline
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Joanna Moroney

Summary

Solid background in managing client relationships and ensuring customer satisfaction. Proven track record of driving revenue growth through strategic account management and cross-functional collaboration. Demonstrated ability to analyse client needs and deliver tailored solutions, enhancing both client retention and business outcomes.

Overview

11
11
years of professional experience

Work History

Account Manager

V-DAQ
11.2023 - Current
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse range of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of clients while maintaining positive relationships with all parties involved.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Streamlined internal processes for better efficiency in account management tasks.

Customer Support Manager / Service Desk Analyst

FINSIA
09.2020 - 11.2023
  • Product Testing - 3rd party application and accessibility
  • External Supplier release management
  • Continuous System and Process Review
  • Provide governance and support across our internal teams to ensure incidents are logged and managed in adherence to SLAs
  • Problem Management and Identification
  • Management of the Change Advisory Board
  • Maintenance on Internal Policies for the Supplier Operations Manual
  • Creation and Management of additional reporting for data analysis
  • Process Enhancement and Refinement
  • Monthly Service Level Agreement Reporting
  • First point of contact for all Service Desk enquiries within normal business hours with additional On Call responsibilities for NAB & BNZ
  • Liaise and coordinate with the Client(s), internal support functions and 3rd Party Suppliers, end-to-end across all processes
  • Coordinate, troubleshoot and assign Service Desk queries to the correct area for a solution
  • Write, publish and review articles for FINSIA’s Service Desk’s knowledge library
  • Ensure incidents are tracked and resolved
  • Communicate regularly to relevant parties to ensure that accurate and timely information is provided to stakeholders including regular reporting relating to Service Desk enquires, issues and SLA compliance
  • Review and suggest improvements to Service Desk processes, policies and reporting

Membership Executive and Team Leader

FINSIA
03.2019 - 09.2020
  • Answer all incoming calls and customer enquiries.
  • Maintain a 91% member retention rate
  • Pre-Qualifying applications in accordance with FINSIA policies
  • Online issuing System Management.
  • Data Entry.
  • Process High Volume Membership requests.
  • New Member On-boarding.
  • Processing and creating invoices.
  • Training of Telemarketer Staff.
  • Maintaining our Membership data base.

Administration and Accreditation Officer

Deposit Bond Australia, QBE
01.2015 - 03.2019
  • Answer all incoming calls and customer enquiries.
  • Pre-Qualifying applications in accordance with Lending Criteria.
  • Online issuing System Management.
  • Data Entry.
  • Process High Volume Accreditation requests.
  • New Partner and Client On-boarding.
  • Processing and creating invoices.
  • General accounts knowledge and processes.
  • Prepare quotes.
  • Performing credit checks.
  • Preparing agreements for new members.
  • Maintaining our referrer data base.
  • Assisting the CEO across all areas of the business

Skills

  • Account management
  • Customer service
  • Teamwork and collaboration
  • Client relations

Timeline

Account Manager

V-DAQ
11.2023 - Current

Customer Support Manager / Service Desk Analyst

FINSIA
09.2020 - 11.2023

Membership Executive and Team Leader

FINSIA
03.2019 - 09.2020

Administration and Accreditation Officer

Deposit Bond Australia, QBE
01.2015 - 03.2019

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Joanna Moroney