Katerina Andonovska
Burnside
Summary
A highly motivated and dedicated professional with a solid foundation in customer service, specification sales, customer engagement, and business strategy. Adept in administration, leadership, and mentoring, with a proven ability to lead teams, enhance performance, and drive business growth. Possessing extensive experience in handling customer inquiries, order management, technical support, and complaints resolution, ensuring optimal client satisfaction and loyalty. A hands-on, results-driven individual with a diverse skill set and transferable abilities, excelling in high-pressure environments and complex challenges. Known for fostering strong client relationships and delivering tailored solutions, I am committed to contributing to an organization that values dedication, success, and long-term growth.
Overview
24
24
years of professional experience
Work History
Specification Manager
Catalyste Australia
07.2024 - 09.2025
- Lead market introduction by promoting, building and establishing brand presence within the Architecture & Design (A&D) community, driving product adoption and growth across Victoria.
- Secured specifications and generated sales through strategic engagement with architects and designers.
- Developed new business projects in Victoria, contributing to overall growth objectives.
- Conducted engaging product presentations, facilitating discussions on custom requirements.
- Provided technical advice on product suitability, ensuring alignment with project goals.
- Scheduled client meetings to maintain effective communication throughout the sales process.
- Conduct product presentations (individual and group settings), including formal presentations with catering, to engage and educate potential clients on product features and benefits.
- Possess extensive knowledge of High Pressure Laminates (HPL) and fabricated panel products, offering technical expertise to ensure product suitability for projects.
- Collaborated on launching a user-friendly website for enhanced specifier interaction.
- Gathered market feedback to identify trends and inform future product offerings.
- Provide design consulting and strategic thinking, offering tailored product solutions to meet project specifications and client needs.
- Secure specifications and generate sales within both small- and large-scale projects, with a focus on providing exceptional customer service and ensuring smooth project execution.
- Manage appointments, deliver samples, and handle custom product requests, ensuring quick and efficient follow-ups.
- Drive collaboration across teams, including marketing, admin, and warehouse, to ensure seamless product delivery and customer satisfaction.
- Track project timelines and liaise with builders, joiners, and specifiers to ensure the successful completion of projects and fulfillment of specifications.
- Gather market feedback and identify emerging trends to inform product development, reporting insights to the marketing team for future product launches.
- Utilize HubSpot CRM to manage company profiles, track leads, and report on sales activity to improve client relationships and business outcomes.
- Merchandising - ensuring all samples in libraries remain current and positioned in designated area so top of mind
- Represent the brand at major regional sales and marketing events, including international networking opportunities (Lamitak & Catalyste International)
Specification Manager - Commercial
Laminex Australia
07.2016 - 06.2024
- Extensive knowledge of High Pressure Laminates, Compact Laminate, Melamine panels, MDF profiled panels, Acrylic Solid Surface, Engineered Stone and additional interior building products.
- Establishing rapport with A&D community, continuously building relationships with existing and new customers within my client territory
- Promoting new and existing ranges to specifiers to ensure they are up to date with latest launches and updates, keeping the brand top of mind, creating interest of Laminex solutions through effective promotion and communication
- Scheduling and managing appointments with clients
- Driving business by creating brand awareness to progress into further sales growth.
- Responsible for securing specifications from small to large scale projects within database pipeline and identifying new opportunities.
- Maintaining relationships within my current client territory base
- Presenting formal/educational presentations such as CPDs (individual & group settings) & organising catering
- Gaining market feedback and reporting to Marketing to identify gaps in our brands offer to consider for future launches including scheduling marketing team with appointments with interior designers for feedback on potential upcoming launches
- Scheduled marketing appointments with interior designers for feedback on potential upcoming launches
- Key support for project requirements including providing technical advice to specifiers to ensure products fit for purpose
- Complaint’s resolution, including on site installation visits
- Working effectively with Sales, Marketing & Distribution departments, including liaising with technical team for support
- Liaising with trades such as Builders and joiners regarding project progression, material ordering and closing the loop
- Setting up specifier accounts, providing samples and custom requirements
- Networking, organising, and attending Sales and Architectural events
- Proficient Salesforce database knowledge and reporting and project tracking
- Clear understanding of processes, aligning with business needs and continued growth
- Merchandising and board samples restocking
- Utilising and maintaining tool of the trade vehicle
- Expense management
- Providing valuable feedback to marketing and senior leadership teams regarding gaps which have evolved into new product launches.
- Strategically engaging with current non specifiers of brand continuously building relationships to ‘Make the switch’ and create further specification and sales opportunities
- Providing support by mentoring peers, interstate counterparts, training new staff members and assisting management with any requirements
- Attendance and Completion of Laminex Sales Experience training programs
Customer Service Representative
Laminex Australia
11.2010 - 07.2016
- Customer Service via phone and email
- Responsible for placing material orders (standard and custom – direct on manufacturing)
- Liaising with in house and surrounding warehouses regarding stock queries and orders
- Providing technical support regarding products in our offer to both trade and public
- Complaint’s resolution and providing alternative product solutions suitable
- Experience in various departments within the Customer Service – General, Regional and Key accounts, Componentry
- Delivery tracking, liaising with third party couriers and logistic companies
- Generating invoices, credits, and organising return stock
- Coaching new staff
- Working in Melbourne Airport Showroom, assisting customers with product ranges, advice, and queries
Retail Sales Assistant
Big W
01.2008 - 01.2010
- Delivered high-quality customer service, addressing inquiries and assisting with product selection to ensure customer satisfaction.
- Operated the register and eftpos systems, including accurate money handling and processing transactions.
- Resolved customer complaints efficiently, ensuring positive outcomes and maintaining customer loyalty.
- Assisted in cash office duties, including cash reconciliation and balancing tills at the end of shifts.
- Conducted stocktaking to ensure accurate inventory levels and helped maintain store organization.
- Supported merchandising efforts, ensuring product displays were attractive and well-stocked to drive sales.
- Trained and mentored new staff, providing guidance on customer service procedures and store operations
Administrations Coordinator
Smart Options Group
01.2007 - 01.2007
- Managed data entry and maintained accurate records for smooth operations.
- Oversaw accounts, ensuring all client data was accurate and up to date.
- Coordinated payroll for sales staff, including calculating commissions and ensuring timely payments.
- Managed filing systems, ensuring easy access to important documents and smooth workflow.
- Conducted fleet vehicle inspections to ensure compliance with safety and operational standards.
- Performed a variety of administrative duties to support daily business functions and ensure efficient office operations.
Retail Sales Assistant
Priceline
01.2006 - 01.2007
- Delivered excellent customer service, assisting customers with product selection and addressing inquiries to enhance the shopping experience.
- Operated the register and eftpos systems, handling money transactions with accuracy and efficiency.
- Resolved customer complaints in a timely and professional manner, ensuring customer satisfaction.
- Assisted with cash office duties, including cash reconciliation and balancing tills.
- Conducted stocktaking to ensure inventory accuracy and helped with restocking shelves.
- Supported merchandising efforts, maintaining visually appealing and well-stocked product displays.
- Verified invoices and managed store stock deliveries to ensure proper inventory management.
- Trained new staff members, helping them acclimate to store operations and customer service standards
Customer Service Supervisor / 3IC
Woolworths
01.2002 - 01.2006
- Supervised the primary department and supported surrounding stores to ensure smooth day-to-day operations and high service standards.
- Allocated tasks, managed staff duties, and created rosters to ensure adequate coverage and operational efficiency.
- Delivered exceptional customer service, addressing inquiries and resolving complaints to maintain a positive shopping experience.
- Operated the register and eftpos systems, handling money with accuracy and ensuring efficient transactions.
- Resolved customer complaints, providing solutions and ensuring satisfaction in challenging situations.
- Assisted with cash office responsibilities, including cash reconciliation and managing end-of-day financial procedures.
- Conducted regular stocktaking and managed inventory to ensure shelves were adequately stocked and organized.
- Led visual merchandising efforts to create attractive displays that enhanced the customer shopping experience.
- Implemented store procedures and policies to maintain operational standards and ensure compliance.
- Answered customer calls and queries, providing helpful and accurate information on products and services.
- Assisted in the preparation for audits, ensuring the store met all compliance and regulatory requirements.
- Mentored and trained new staff members, providing support and guidance to ensure effective integration into store operations.
- Updated employee rosters to ensure proper staffing levels and efficient scheduling.
- Managed accounts for state trustee customers, ensuring accurate billing and customer service.
Education
Diploma of Business - Frontline Management
01.2006
Hospitality Certificate - Bar Attending Package and Responsible Serving of Alcohol (RSA)
01.2006
Certificate III - Business Marketing
01.2003
Victorian Certificate of Education - undefined
Lalor Secondary College
01.2001
Skills
- Sales expertise and customer support
- Project management proficiency
- Collaborative leadership abilities
- Stakeholder engagement strategies
- Analytical problem-solving skills
- Effective verbal communication
- Adaptable mindset for flexibility
- Coaching and mentoring skills
- Organization with attention to detail
- Strategic time management techniques
- Reliability in high-pressure environments
- Active listening for informed decisions
- Customer service proficiency
Timeline
Specification Manager
Catalyste Australia
07.2024 - 09.2025
Specification Manager - Commercial
Laminex Australia
07.2016 - 06.2024
Customer Service Representative
Laminex Australia
11.2010 - 07.2016
Retail Sales Assistant
Big W
01.2008 - 01.2010
Administrations Coordinator
Smart Options Group
01.2007 - 01.2007
Retail Sales Assistant
Priceline
01.2006 - 01.2007
Customer Service Supervisor / 3IC
Woolworths
01.2002 - 01.2006
Diploma of Business - Frontline Management
Hospitality Certificate - Bar Attending Package and Responsible Serving of Alcohol (RSA)
Certificate III - Business Marketing
Victorian Certificate of Education - undefined
Lalor Secondary College