Kimberleigh Austin
Box Hill NSW,NSW
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Team Lead
Clanwilliam/Healthlink
04.2024 - 04.2025
- Led customer service team to enhance response times and client satisfaction through effective coaching.
- Developed training materials to improve onboarding processes for new representatives and standardize knowledge.
- Implemented quality assurance measures to ensure compliance with company standards and enhance service delivery.
- Analyzed customer feedback to identify trends, driving improvements in service protocols and operational efficiency.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Working with Argus customers to transition to HealthLink. Providing specialist support to healthcare professionals, ie, GP’s, Hospitals and allied health practitioners via technical support and internal sales.
Medical Sales Representative
DKSH Healthcare
North Sydney, NSW
05.2022 - 11.2023
- Generated revenue by liaising between doctors and companies to sell products.
- Demonstrated proper equipment use by showing clients product setup and operation using advanced knowledge of medical and surgical processes.
- Prepared and delivered product presentations and answered questions about products and services to increase sales.
- Facilitated upselling by cultivating productive relationships with clients, doctors' office staff, and clinical center personnel.
- Penetrated new territories, successfully establishing new relationships
- Documented client interactions, sales and pitches delivered in CRM system.
- Supported territory growth by working with sales leaders and using effective targeting of under-tapped regions.
- Worked with medical teams on smooth implementation and operation of new products.
- Conducted market research to collect information and insights about target market.
- Supplied hospitals and physicians with in-depth information on products and services.
- Implemented diverse marketing and promotional strategies to enhance brand performance in target markets.
- Exceeded sales goals, increased revenue and facilitated sales.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Used consultative sales approach to understand and meet customer needs.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Researched potential clients and markets to prepare for appointments.
- Used software to maintain company database with essential account and sales information.
- Brought in new customers and retained base through proactive management of individual needs and development of robust solutions.
Covid Pathology Specimen Collector
Covid, Australian Clinical Labs
01.2022 - 04.2022
- RAT and PCR collection and analysis
- Gathered biological samples for laboratory tests.
- Performed basic procedures using in-office testing equipment.
- Maintained compliance with standards for patient confidentiality, work accuracy and infection control.
- Prepared specimens for in-house testing and for transport to off-site to reference laboratories.
- Captured client and specimen data electronically to build and update files.
- Met quality control standards by examining specimens for adequacy and appropriateness.
- Fielded inquiries from clients and phlebotomists regarding specimen requirements and testing protocols.
- Kept lab space and equipment clean to prevent contamination with hazardous substances.
- Cleaned and prepared lab equipment for solutions, specimens and samples.
- Interpreted test results and determined need for retesting.
- Participated in extra training and courses to refine and improve upon industry knowledge.
- Performed routine checks on sensitive lab equipment to achieve consistent and high-performing functionality.
- Identified and fixed issues with lab equipment to achieve more accurate lab results.
Pathology Specimen Collector
Histopath Diagnostic Specialists
11.2021 - 02.2022
- Gathered biological samples for laboratory tests.
- Performed basic procedures using in-office testing equipment.
- Processed specimens and prepared each for shipment to testing laboratories.
- Received and routed results to proper personnel.
- Captured client and specimen data electronically to build and update files.
- Unloaded, unpacked and routed incoming specimens by type to different staging areas for further processing.
Pathology Specimen Collector
First Choice Diagnostics
North Ryde, NSW
09.2021 - 12.2021
- Gathered biological samples for laboratory tests.
- Performed basic procedures using in-office testing equipment.
- Processed specimens and prepared each for shipment to testing laboratories.
- Maintained compliance with standards for patient confidentiality, work accuracy and infection control.
- Received and routed results to proper personnel.
Senior Sales Executive/Supervisor
Sarnel Pty Ltd
03.2021 - 09.2021
- COVID specimen collection 6 month
Administration Clerk
Department of Public Prosecutions
01.2017 - 02.2019
- Front house office management, liaising with solicitors, police, filing briefs, assisting the Crown Prosecutor at trial (secretary).
Legal Secretary/Receptionist
Marsdens Law Group
Campbelltown
03.2015 - 02.2017
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Processed payments and updated accounts to reflect balance changes.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Sorted incoming mail and directed to correct personnel each day.
Office Operations Manager
Samuel La Delpha
11.2013 - 07.2015
- Office management/all-rounder
- Ensure smooth running of office whilst Mr La Delpha was in Court
Customer Service Representative/Telemarketing
Kirby
12.2011 - 12.2013
- Sales Face2face, in home/office demonstration, telemarketing, lead generation, business2business sales, knowledge of KPI's
- 4/5 success rate between $2300-$4985 for a single machine
- Experience in all aspects of sales and marketing including client relationships and legally binding purchasing contracts
- Skills Contract Management, Leadership Coaching, Leadership Mentoring, Customer Interaction, Customer Service, Customer Advisory, Customer Care, Customer Sales, Marketing, Office Administration, Clerical Administration, Front Office Management, Legal Secretarial Practice, Executive Secretarial Administration, Lead Generation, Sales Growth, Inbound Sales, Sales Support, Telemarketing, Business Sales, Field Sales, Outbound Call Centre, Outbound Sales, Outbound Lead Generation, Outbound Customer Service, Appointment Setting, Fundraising Outbound Call Centre, Sales Cold Calls, Sales Coaching, Sales and Operations Planning, Project Management, Court Administration, Product Demonstration, Working to Targets and Kpis, Goal Focused, Sense of Humour, Database Administration, Data Entry, Share Trading, Stockbroking, Share Trading, Advertising Sales, Advertising, Research Analysis, Financial Administration, Financial Management, Staff Supervision, Legal Drafting, Telecommunication Sales, Telemarketing
- Languages English
Education
Bachelor of Science - Medical Science
Macquarie University
Sydney, New South Wales, NSWSkills
- Team management
- CRM software
- Call center experience
- Complaint handling
- Team coaching
- Outside sales
- Inside sales
- Inbound and outbound calls
- Data entry
- Product knowledge
- Marketing
- Tech support
- Customer service analysis
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Multitasking
- Excellent communication
- Team leadership
- Effective communication
- Verbal and written communication
- Customer service management
- Phone and email etiquette
- Microsoft office
- Employee supervision
- Documentation and recordkeeping
- Handling complaints
- Task prioritization
- Office management
- Administration and operations
- Analytical thinking
- Operations management
- Appointment scheduling
- Professionalism
Timeline
Customer Service Representative Team Lead
Clanwilliam/Healthlink
04.2024 - 04.2025
Medical Sales Representative
DKSH Healthcare
05.2022 - 11.2023
Covid Pathology Specimen Collector
Covid, Australian Clinical Labs
01.2022 - 04.2022
Pathology Specimen Collector
Histopath Diagnostic Specialists
11.2021 - 02.2022
Pathology Specimen Collector
First Choice Diagnostics
09.2021 - 12.2021
Senior Sales Executive/Supervisor
Sarnel Pty Ltd
03.2021 - 09.2021
Administration Clerk
Department of Public Prosecutions
01.2017 - 02.2019
Legal Secretary/Receptionist
Marsdens Law Group
03.2015 - 02.2017
Office Operations Manager
Samuel La Delpha
11.2013 - 07.2015
Customer Service Representative/Telemarketing
Kirby
12.2011 - 12.2013
Bachelor of Science - Medical Science
Macquarie University