JULIETTE ISSAVI
Pemulwuy,NSW
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 20 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Resourceful in business operations, financial oversight and resource management to achieve smooth flow and project operations. Resourceful in undertaking a range of project research, analysis, reporting, implementation and administrative activities to support the development and delivery of multiple projects in variety of domains such as Banking,g Insurance, Events and Retail. Provided project and operational support and assisted teams in completing tasks and knowledgeable in verity of project methodologies such as Agile and Waterfall Project Management tools.
Overview
25
25
years of professional experience
Work History
Client Service Officer
NSW Department of Family and Community Services
08.2023 - Current
- Supported projects with advanced skills in document management, customer relations and reporting
- Communicated with clients regarding account services, statements, and balances
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Exhibited high energy and professionalism when dealing with clients and staff
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Investigated and resolved customer inquiries and complaints quickly
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Followed up with customers about resolved issues to maintain high standards of customer service
- Met customer call guidelines for service levels, handle time and productivity
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Partnered with project team members to identify and quickly address problems.
- Developed and deepened relationships with key stakeholders.
- Updated customers and senior leaders on progress and roadblocks.
Project and Sale Manager
BFX
05.2021 - 06.2023
- Adaptable and proficient in learning new concepts quickly and efficiently
- Developed and maintained courteous and effective working with key stakeholders
- Provided professional services and support in a dynamic work environment
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Demonstrated leadership skills in managing projects from concept to completion.
- Developed and maintained relationships with customers and suppliers through account development.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Launched quality assurance practices for each phase of development
- Established team priorities, maintained schedules and monitored performance.
Events Manager
Kennards Hire
01.2017 - 03.2021
- Created robust proposals after analyzing client's portfolios and understanding business opportunities, estimating their results and doing proper follow-ups
- Involved in managing all events projects from start to finish
- Gained extensive knowledge in data entry, analysis and reporting
- Managed administrative logistics of events planning, event booking, and event promotions
- Paid attention to detail while completing assignments
- Interviewed clients to understand event scopes of work and establish budgets
- Solicited feedback from clients to assess event success and uncover opportunities for improvement
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
- Oversaw preparation and management of event budgets to deliver at or below projected costs.
- Produced detailed proposals for events to document timelines, suppliers and budgets.
- Maintained and built comprehensive database of industry contacts, vendors and venues.
- Generated ideas to enhance and expand current event offerings.
- Utilized job-related software to create standard guidelines, calendars and budgets for each event.
Business Relationships Manager
Teachers Mutual Bank
01.2015 - 01.2017
- Extended necessary assistance and support to a team of 15+ BRMs for creating and reinforcing brand image by developing mutually strong relationships with employer and key stakeholders
- Accountable for building and maintaining strong, long-lasting customer relationships, oversaw customer account management, including negotiating agreements, business development activities and meeting the needs of customers.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Developed customer surveys to measure customer satisfaction and identify areas of improvement.
- Facilitated workshops and seminars to educate customers on product features and benefits.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Participated in industry events and trade shows to promote products and services.
- Maintained knowledge on banking products and distribution to provide optimal service support.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Kept detailed records of daily activities through online customer database.
- Worked flexible hours across night, weekend and holiday shifts
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Applied effective time management techniques to meet tight deadlines
- Worked well in a team setting, providing support and guidance
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
Business Effectiveness Specialist/Sales Coach
NRMA, IAG
01.2010 - 01.2015
- Achieved top performance by strategically adapting to rapidly changing, competitive environment
- Managed recruitment, training and development for highly effective sales team
- Assessed training program effectiveness on regular basis and improved upon deficient areas
- Designed and implemented sales training program and documentation
- Trained on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability
- Developed and led group training courses to align with corporate sales and service goals.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Followed all company policies and procedures to deliver quality work.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Created and delivered presentations to internal and external stakeholders to showcase work.
- Developed and implemented systems to track customer feedback and satisfaction.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Created and managed project plans, timelines and budgets.
- Managed recruitment, training and development for highly effective sales team.
Business Effectiveness Manager
NRMA, IAG Group
01.2009 - 01.2010
Retail Business Manager
NRMA, IAG Group
01.1999 - 01.2005
Education
Project Management Certificate -
Coursera
Diploma of Management - undefined
Australian College of Commerce
NAATI Interpreting Skills - undefined
Interpreting Skills for NAATI
Certificate IV in Training and Assessment - undefined
MRWED
Diploma of Business Management - undefined
Australian Institute of Management
Diploma: Business Management - undefined
Management
Skills
- Project Management
- Stakeholder Management
- Manage Self
- Communicate Effectively
- Deliver Results
- Data Management
- Conflict Resolution
- Display Resilience and Courage
- Act with Integrity
- Team Collaboration
- Reporting
- Administration
- Compliance Understanding
- Client Retention Strategies
- Customer Service
- Quality Control
- Organizational Skills
- Multitasking
Languages
- Persian, Full Professional
- Greek, Professional Working
Awards
- Outstanding Team of the Year in Sales and Service, NRMA, IAG Excellence Awards, 2013
- Leader of the Year, NRMA, IAG Excellence Awards (2007, 2010, 2011 and 2012)
- Leader of the Year, Personal Insurance Excellence Awards, 2007
- Emerging Manager of the Year, Personal Insurance Excellence Awards, 2006
- Excellence Award – Face to Face Customer Service, NRMA, IAG Excellence Awards, 2004
- Leader of the Year, KFC Australia, 1998
- Best KFC Restaurant in Sydney, KFC Australia, 1998
Timeline
Client Service Officer
NSW Department of Family and Community Services
08.2023 - Current
Project and Sale Manager
BFX
05.2021 - 06.2023
Events Manager
Kennards Hire
01.2017 - 03.2021
Business Relationships Manager
Teachers Mutual Bank
01.2015 - 01.2017
Business Effectiveness Specialist/Sales Coach
NRMA, IAG
01.2010 - 01.2015
Business Effectiveness Manager
NRMA, IAG Group
01.2009 - 01.2010
Retail Business Manager
NRMA, IAG Group
01.1999 - 01.2005
Project Management Certificate -
Coursera
Diploma of Management - undefined
Australian College of Commerce
NAATI Interpreting Skills - undefined
Interpreting Skills for NAATI
Certificate IV in Training and Assessment - undefined
MRWED
Diploma of Business Management - undefined
Australian Institute of Management
Diploma: Business Management - undefined
Management
Similar Profiles
Carolynn VeilofiaCarolynn Veilofia
Client Service Officer Tenancy Management at Department of Family and Community Services, Department of Communities and Justice, HOMES NSWClient Service Officer Tenancy Management at Department of Family and Community Services, Department of Communities and Justice, HOMES NSW
Leenat NansenLeenat Nansen
Client Services Officer at NSW Department of Family and Community ServicesClient Services Officer at NSW Department of Family and Community Services
Jacqueline LeeJacqueline Lee
PSP Coordinator at Mackillop Family ServicesPSP Coordinator at Mackillop Family Services
Aaron FifieldAaron Fifield
Trainer and Assessor Belgravia at Belgravia LeisureTrainer and Assessor Belgravia at Belgravia Leisure
Yarav RathodYarav Rathod
Administrative Team Member at Vigil Training CollegeAdministrative Team Member at Vigil Training College