Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Josie Trifunovic

Roselands,NSW

Summary

To use my skills and experience in a position where I am constantly learning and where I am challenged. To add value to the company by serving customers, professionally and efficiently. Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies. I am a dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

24
24
years of professional experience

Work History

Customer Success Manager

Get Listings
02.2022 - Current
  • Primarily responsible for client (Agent) retention via the development of strong business relationships and the provision of a comprehensive range of ongoing support services
  • These services include initial on-boarding, technical training, lead generation, appointment reminders and performance analysis
  • Account Managers are typically responsible for a portfolio of 50 - 100 Get Listings clients (Agencies)
  • Strategy & Planning : Provide a weekly data report on client (Agent) retention rates, lead generation numbers, property listings and property sales
  • Provide additional commentary on client (Agent) follow-up performance and communications undertaken to ensure completion
  • Operational Functions: Ensure the effective management / delivery of the following key functions:
  • Client (Agent) On-Boarding: Liaise with new clients (Agents) to set up their Facebook advertising & technical protocols and to outline the support services provided by Get Listings
  • Facebook Advertising: Select appropriate Facebook advertising options for clients (Agents) and forward for approval to the OMM
  • Client Relationship Management: Maintain an effective, positive relationship with clients (Agents) via regular communication and support to help convert leads to listings for their respective Agency
  • Performance Analysis: Provide clients (Agents) with regular data on lead generation, follow-up statistics, listing conversions and commission potential
  • Professional / Systems Development: Continuously improve systems of work, reporting data and training materials to assist with Client retention, lead management and overall ‘customer satisfaction’ levels
  • Compliance: Monitor and adhere to relevant legislative, regulatory, industry and corporate standards, policies, procedures and reporting requirements
  • Special Projects: Undertake special projects as directed by the OMM & CEO

Role Medical Secretary & Call Center Agent

Synergy Radiology, Medical, Imaging
06.2014 - 01.2022
  • Handled the complete operation of the office on the front and back end including; billing, filing, scheduling, assisted with patients concerns, writing letters, gaining authorizations for specialty medications, diagnostic testing and office visits
  • Liaison between impacted departments and ensuring proper communications & practices
  • Maintained excellent patient relations and developed patient rapport
  • Assisted patients with attaining their medical records from outside sources, making necessary appointments with regard to the patients' health, e.g
  • Ultrasound, Bone Density, CT scans, Xray, MRI, Interventional Procedure
  • Verify customer insurance benefits and handle pre-certification procedures to ensure patient insurance covers the medical procedure
  • Accountable for collecting, posting, and managing account payments and charges for office visits, procedures, and labs; prepared and balanced daily financial records and registers and submitted all forms and deposits to the accounting department
  • Created, maintained, and updated files maintaining a calendar for all active cases, monitoring and tracking filing dates; prepared all invoices accepting payments from clients as needed
  • Assist customers with their issues, resolution of bills problems, and handle irate customers in a manner consistent with company policy
  • Supervised the administration of medical records, including preparation of all required forms, posting of posters, and privacy rules and practices
  • Consistently demonstrated record of assertive and diligent efforts to meet/exceed business objectives while maintaining high customer service quality ratings
  • Provided patients with confirmations and courtesy reminder calls
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication “scripts” when handling different topics
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Build sustainable relationships and engage customers by taking the extra mile
  • Keep records of all conversations in our call center database in a comprehensible way
  • Frequently attend educational seminars to improve knowledge and performance level
  • Meet personal/team qualitative and quantitative targets

Relations Manager

Ryde Motor Group
12.2011 - 04.2014
  • Follow Up Phone Calls
  • Resolve Customer’s dissatisfaction/complaints
  • Own and act on all customer’s concerns and requests
  • Reporting to Service Manager
  • Meeting monthly CSI for Hyundai & Nissan
  • Front desk reception
  • Meeting & greeting customers with positive and friendly attitude Booking vehicles in for servicing & warranty work
  • Secretarial duties

Personal Assistant/Office Administrator

Advanced Beauty and Body Care
03.2005 - 12.2011
  • Customer Service
  • Bookkeeping
  • Payroll - MYOB
  • Cash Management handling for office and all salons
  • Accounts payable and receivable - MYOB
  • Maintaining stock inventories
  • Liaising with clients
  • Hiring, training & supervision of staff
  • Responsible for the day to day operation of the office and salons
  • Organizing & conducting promotional campaigns

Senior Interpreter Coordinator

Associated Translators & Linguists
02.1998 - 03.2005
  • Taking interpreting bookings
  • Organizing interpreters for clients
  • Ensuring that all interpreters attend appointments
  • Pricing interpreting jobs
  • Reception duties

Education

1993-1998 Reception Service Operator (Italy -

MYOB Course - undefined

2005

Dermalogica Master Product Knowledge - undefined

2004

Front Desk Excellence Dermalogica - undefined

2004

Diploma - Languages

Liceo
1994

Vocational Certificate of “ Tourist Service Expert “ ( Italy - undefined

1993

Management Operator in the Hospitality Industry ( Italy - undefined

1993

Skills

  • Effective Customer Communication
  • Supply Chain Cost Management
  • Quality Control Standards
  • Client Interactions
  • Customer Service and Assistance
  • Operational Efficiency
  • Change Management Process
  • Client Rapport-Building
  • Renewal Opportunities
  • Client Relationship Management
  • Strategic Account Planning
  • Creative Solutions

Languages

English
Native or Bilingual
Italian
Full Professional

Timeline

Customer Success Manager

Get Listings
02.2022 - Current

Role Medical Secretary & Call Center Agent

Synergy Radiology, Medical, Imaging
06.2014 - 01.2022

Relations Manager

Ryde Motor Group
12.2011 - 04.2014

Personal Assistant/Office Administrator

Advanced Beauty and Body Care
03.2005 - 12.2011

Senior Interpreter Coordinator

Associated Translators & Linguists
02.1998 - 03.2005

1993-1998 Reception Service Operator (Italy -

MYOB Course - undefined

Dermalogica Master Product Knowledge - undefined

Front Desk Excellence Dermalogica - undefined

Diploma - Languages

Liceo

Vocational Certificate of “ Tourist Service Expert “ ( Italy - undefined

Management Operator in the Hospitality Industry ( Italy - undefined

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Josie Trifunovic