Katie Blackburn

• Creation of 10.7 planning certificates.
• Entering engineering inspection results and swimming pool into TechOne.
• Trimming documents into CM9.
• Update information in TechOne and CM9
• Maintaining files in accordance with councils record keeping procedures.
• Processing applications via the planning portal. Such as private construction certificates, complying development certificates and occupation certificates.
• Check files for information/history and prepare outstanding notices.
• Prepare outgoing mail.
• Operate GIS.

• Manage phone calls from our customers at various stages of their building journey and assist with query resolution or connecting to the best person to assist.
• Manage phone calls, live chat queries, emails and cases simultaneously.
• Escalating concerns to senior management and following up to ensure they are action in a timely manner.
• Ensuring customers are kept up to date and informed on the status of their concern or query
• Engaging with new customers, understanding their needs, collecting data and creating a warm transfer to the sales team.
• Capturing all communication, progress updates and data is CRM to enable transparency and reporting.
• Proactivity identifying issue trends and alerting key stakeholders
• Establishing a strong relationship with key stakeholders at all levels to enable collaborative improvement to the customer experience and issue resolution process
• Manage 50-60 calls on average daily

Admin experience:

• Manage 4 inboxes:
• Personal
• Customer complaint – all brands (mjh, mojo homes, brighton homes, wilson homes, weeks homes, complete by mjh)
• MJH feedback
• Mojo Feedback
• Multi task – incoming phone calls, live chat, email complaints, online sale inquiries (gather further information from customers to assign to the correct team to assist them), NPS survey results, complaints via email, phone calls, social media and product review.
• Assess the NPS survey results with low scores between 1-4 or extremely negative feedback provided.
• Clean up the feedback so it is less of a personal attack on the supervisor or tema / sugar coat it. As the team and management are more inclined to have a proactive approach to the feedbacl to resolve issues if they do not personally feel attacked.
• Schedule client calls to discuss feedback or gather more information.
• Maintain complaint files and records – to reduce needing to do a deep search and investigate everytime (for repeat product review compaints or social media).
• Assist the team with workload management and proritising tasks (I work too fast and need ways to be kept busy, I tend to take on others workload).
• First point of contact to assist the team as I retain information well.
• Create training documents saved in the team folder and on sharepoint - review regularly to ensure they were always up to date (regular chanages especailly covering different brands/different processes for each brand).
• Training the team on how to use CRM effectively and to maximise its use.
• Proof reading the teams complaint emails to be escalated to manamgenent or sent to customers.
• Attend meetings to take notes and provide the team with important information that may affect them or could lead to complaint calls. Such as the NCC changes and the ceaserstone ban.
• Provide feedback to the customer strategic manager regarding challenges faced.
• Taking messages for my manager (if I am not able to assist with the problem).
• Partaking in the construction management team huddle in the morning – to discuss difficult and sensitive clients, the really negative complaints that need immediate action.
• Researching annoymous product views to narrow down who the client is and investigate their concerns.Provide the information to higher management.
• Working with the management teams in all departments across all the brands to ensure our team is assiting their team and following their processes (each one being different). We did expereince push back at the beginning of each relationship due to being an outside company coming in, not face to face and stepping on toes/telling them what to do and how. We had to work hard over calls and emails to build the respect and trust.
• Any odd tasks and data thrown my way – as I like to be kept busy at all times.

• Event set up and pack down, customer service, all rounder - complete any tasks given pre, during and post events

• I was employed full time at Liquido Active, an online yoga apparel store, the warehouse is located in Brookvale.
• I was employed as customer care, however I am was than promoted to a wholesale rep in addition to my customer care role, I also jumped in and helped to pick and pack orders each day if needed.
• Increased sales revenue by identifying and targeting high-potential accounts.
• Generated additional sales opportunities with upselling and cross-selling techniques.
• Collaborated with marketing to create impactful promotional materials for increased brand awareness.

Admin experience:

• Data entry – stock count, product information and client information (wholesale and dropping shipping clients).
• Maintain spreadsheets and data for packages returned to sender, refunds (assess if reasons provided are acceptable etc) and exchanges.
• Email template merge – to wholesale clients every few days (new products, promotions and encourage sales).
• Maintain the paper filing system of all reports, dropshipping client details and products on loan.
• Manage the zoom meeting schedule for the operations manager (the big clients were all around the world and the head office and main warehouse based in Brazil).
• Customer care duties.
• Manage my personal inbox, wholesale inbox for my clients and the customer care inbox.

• Managing, motivating and on-going training of bar, food and kitchen staff; superior customer service skills; acting as a meet and greet to all customers using our bar, food and gaming facilities; cash/till handling including administering floats and safes; liaising with live entertainers and managing sport/events televised on big screen; liaising and assisting with security and crowd control; setting up of hotel for night trade including furniture layout and ambience

• General customer service, new employee trainer, general opening and closing of the hotel, point of contact for TAB, set up function