Summary
Overview
Work History
Education
Skills
Additional Education
Certification
References
Timeline
Generic

Katie Drummond

Forster,Australia

Summary

Experienced Fleet Administrator proficient in NHVAS fleet management, maintenance scheduling, and regulatory compliance. Demonstrates strong organisational, communication, and problem-solving skills that enhance operational efficiency. Achievements include streamlining administration processes to optimise performance while strictly adhering to NHVAS standards. Aiming to leverage expertise to drive continued improvements in fleet operations.

Overview

13
13
years of professional experience
1
1
Certification

Work History

National Service Accounts Co-ordinator

WASTECH Service Tieman Industries
05.2014 - 02.2016
  • Coordinate all National Customer accounts administration
  • PA duties to National Operations Manager
  • Coordinate state service coordinators
  • Monitor and control aged jobs/work in progress nationally
  • Position statement and reporting presentation to National managers and directors
  • Prepare and present documentation for customer audits
  • Assist in the creation and implementation of a new service computer system

Field Service Co-ordinator NSW/ACT

WASTECH Service Tieman Industries
01.2010 - 02.2016
  • Coordinating all service work for the state of NSW including:
  • Coordination of field service technicians – plan, organise, direct and coordinate service jobs for NSW/ACT
  • Customer Service – First point of contact for the service department - receive and take calls to corporate customers to book work and follow up to ensure a high level of customer satisfaction
  • Coordinate all planned service work, quoted work, emergency breakdowns, and after hours work
  • Assist in lead generation for new work and upselling service work
  • Coordinate office staff to ensure smooth operations within the service department (5 office staff), including rostering and training
  • Assist in office roles where required – fully trained in reception, PA to state and national managers, service administration, invoicing, accounts and cash handling/petty cash/banking
  • Creating and Maintaining databases/reports
  • Stocktake counts and reporting
  • This role is a highly administrative and customer service based role
  • It has proven my organisation, prioritising and leadership skills
  • Reporting directly to the state and national operations managers, it has required me to communicate with executive management
  • Secondment: Including my role as Service Coordinator, I was also selected to manage our administration for National Customer Accounts

Field Service Administrator NSW/ACT

WASTECH Service Tieman Industries
10.2009 - 01.2010
  • All administration work for the state of NSW including:
  • Invoicing all service and repair dockets
  • Process, check, audit and analyse technicians weekly timesheets
  • Managers monthly reporting
  • Monitor, maintain and manage outstanding jobs and purchase orders
  • Implementing quality control procedures
  • Accounts, problem accounts and customer conflict resolution
  • Quoting, processing and approving credits and warranty works
  • Creating and Maintaining databases
  • This role requires me to use my abilities to meet deadlines, co-ordinate work with service technicians, communicate details with sales and service managers and work closely with the service co-ordinator
  • All my roles at Tieman Industries were computer based

Customer Care Consultant/ Telesales / Sales Administrator

Rinnai Australia
02.2006 - 10.2009
  • Company Overview: Rinnai Summary:
  • Sales Administrator: All administration work for the state of NSW including:
  • PA Duties/ 2IC
  • Taking and documenting meeting minutes
  • Accounts
  • Invoicing
  • Bookings for management
  • Creating and Maintaining Databases
  • Stock control and ordering of NSW Marketing and POS Materials
  • Organising functions and conferences for staff and customers
  • Petty Cash, Banking and Expenses
  • Staff Leave - managing leave days
  • Creating customer agreements
  • Monthly reports
  • Stock Level reports
  • Managing the Shopsoil/Seconds Department
  • Processing customer orders and quotes
  • Processing customer rebates
  • Using AS400 / JDE system
  • Ordering stationery and office supplies
  • Archiving and Filing
  • Rinnai Summary:
  • Shopsoil Department: Management of the ‘Shopsoil’ department: Face to face client sales and enquiries, Order processing, Ability to cross sell and upsell, Stock control and assessment, Handling escalated customer problems
  • Customer Care: Direct client contact in relation to: New business quoting, Order processing, Call centre duties – taking phone enquiries, Creating and Maintaining Databases, Warehouse liaison, Liaising with Territory Manager and Segment Managers, Track and trace
  • Telesales: Working with budgets and achieving KPI’s, New business development, Account win backs, Communicating customer needs to management, Increasing promotional activities, Monthly Reports
  • Achievements: On top of my normal duties, I was chosen for a 12 month secondment as an external sales representative where I was responsible for the Account Management of the Solar department in 2007 and also in 2008 as a Territory Manager
  • I was also chosen as the Rinnai Solar Product Champion

Telemarketing / Marketing co-ordinator

Breathe Easy
01.2005 - 12.2005
  • 2IC Telesales / Business Development Team
  • Cold Calling
  • Appointment Setting
  • Handling escalated customer enquiries
  • Coach and Train team members
  • Meeting team and individual targets
  • Team Leader – Direct Marketing Team: Managing team of 4-8 employees, Coordinating Direct Marketing Team with Telesales team, Coach and Train team members

Casual employment

Supanews Newsagency
Bankstown Square
01.2004 - 12.2004
  • Approx
  • 20 - 25 hours per week

Casual employment

Bakers Delight
Casula Mall
01.2003 - 12.2003
  • Approx
  • 15 - 20 hours per week

Education

Business Management – Diploma (Marketing) -

OTEN
01.2010

O H & S Consultant Certificate -

01.2008

Customer Contact Certificate IV -

Rinnai
01.2007

Certificate II - Communication Skills

Petersham TAFE
01.2004

Year 11 -

All Saints Senior College
01.2003

School Certificate -

All Saints Girls College
Liverpool

Skills

  • NHVR / Fleet Administration Management
  • Database administration
  • Excellent computer skills - Microsoft, TechOne
  • Time management and Prioritising
  • Documentation and control
  • Communication, Networking & Relationship building
  • Coordination and staff development
  • Process Improvement

Additional Education

  • O H & S Consultant Certificate, 01/01/08
  • Communication Skills (Certificate II), Petersham TAFE, 01/01/04
  • Customer Contact Certificate IV, 01/01/07

Certification

  • First Aid (CPR)
  • Business Management (Marketing) – Diploma (2010)
  • C Class Drivers Licence

References

References available upon request.

Timeline

National Service Accounts Co-ordinator

WASTECH Service Tieman Industries
05.2014 - 02.2016

Field Service Co-ordinator NSW/ACT

WASTECH Service Tieman Industries
01.2010 - 02.2016

Field Service Administrator NSW/ACT

WASTECH Service Tieman Industries
10.2009 - 01.2010

Customer Care Consultant/ Telesales / Sales Administrator

Rinnai Australia
02.2006 - 10.2009

Telemarketing / Marketing co-ordinator

Breathe Easy
01.2005 - 12.2005

Casual employment

Supanews Newsagency
01.2004 - 12.2004

Casual employment

Bakers Delight
01.2003 - 12.2003

Business Management – Diploma (Marketing) -

OTEN

O H & S Consultant Certificate -

Customer Contact Certificate IV -

Rinnai

Certificate II - Communication Skills

Petersham TAFE

Year 11 -

All Saints Senior College

School Certificate -

All Saints Girls College

Similar Profiles

CREATE PROFILE
Katie Drummond