Kylie Ryan
South Melbourne,Victoria
Summary
To secure a permanent position in a high growth company with considerable advancement opportunities.
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional Management abilities and results-driven approach. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Management professional with history of meeting company goals utilising consistent and organised practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the telecommunications industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Telecommunications Service Manager/Project Coordinator
Fixtel Pty Ltd
Port Melbourne, Victoria
02.2022 - 08.2022
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Gathered requirements for ongoing projects and organized details for management use.
- Oversaw onboarding and mentorship, planned and executed meetings and developed project documentation.
- Oversaw productivity streams for ongoing and special projects.
- Maintained open communication by presenting regular updates on project status to customers.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Maintained energy and enthusiasm in fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
- Improved operations through consistent hard work and dedication.
- Exceeded goals through effective task prioritization and great work ethic.
- Kept 3 companies running for 7 weeks while the CEO was on holiday overseas, after being with the company.
- Fibre and cabling installation coordination for big projects, liaising clients and technicians to achieve a smooth roll out of working schedule, ordering materials and invoicing.
Housing Intake Officer
Department Of Housing And Public Works Queensland
Gladstone, QLD
08.2018 - 08.2019
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Processing housing applications face to face, online and over the phone with a wide range of clients from straightforward, illiterate, domestic violence, abused, homeless and drug and alcohol affected people
- Maintaining a high level of customer privacy and file security
- Inputting all the relevant documents into the multi level system, lots of customer contact over the phone and face to face, Conducted client interviews for eligibility and information
- Liaising with Centrelink, Child Protective Services & DHHS on a regular basis
- Organising payment schedules for clients & means testing for income availability
- Working in a small team of 10 at maximum capacity, mostly running on a team of 5 and under employees for the Gladstone region
- Queensland Government Internal Systems
- Centrelink Access Systems
- DHHS Access Systems
- CPS Access Systems
- Current Blue Card (Working With Children)
- Current First Aid With CPR Training
Office Manager, Shift Coordinator, Workplace Trainer & Disability Support Worker
Unique Quality Care
Gladstone, QLD
02.2017 - 08.2018
- Developed standard operating procedures for all administrative employees.
- Management
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Responsible for putting out the weekly schedule for all Support Worker shifts
- Making constant changes when Clients or Staff update, cancel or change their shift times or availability
- Conducting Interviews for New Staff
- HR
- Attaining New Clients
- Office Reception
- Banking
- Overseeing Payroll
- Invoicing Clients
- Invoicing NDIS/NDIA
- On boarding New Staff with all their private & confidential information
- Setting up & maintaining New Clients & Staff into Deputy
- Setting up & maintaining New Clients & Staff into Quickbooks
- Setting up & maintaining New Clients & Staff into the Roster phone
- Setting up & maintaining New Clients & Staff into the email contacts list
- Setting up & maintaining computers with the programs needed for each employee
- Creating a step by step guide for adding new clients & staff for rostering & adding to the Master Roster
- Managing the office
- Taking multiple phone calls, SMS & emails per day in order to do interact with clients & reception for the office
- Responsible for being a workplace trainer for a student studying Business Administration
- NDIS Administration.
Research & Sales Manager
KeeZee Pty Ltd
Gladstone, QLD
02.2016 - 02.2017
- Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
- Investigated all different CRM platforms & found the right one for the company
- Owning the CRM platform, building it the way the company needed
- Setting up the HR programme, Employment Hero, on boarding all staff
- Setting up Xero financial program
- Setting up computers with the programs needed for each employee
- Creating a step by step guide for Sales
- Making a Sales Plan/Marketing plan
- Researching all different types of sensors & microchips currently on the market
- Researching all different Pet GPS products on the market
- Guiding 3 staff for research purposes
- Helping with a security breech that attacked our computers
Corporate Accounts Manager/Training Assessor/Upskills Trainer
Telstra Corporation
Melbourne, VIC
12.2010 - 08.2014
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Owning & Managing 7 Corporate Telecommunications Accounts
- Problem solving
- Managing end of year bonus program for company employees
- Quarterly reports
- Keeping 7 corporate companies telecommunications services online, on track, with current technology & running smoothly
- I was responsible for running through Telstra bills making sure charges were correct & dealing with any billing issues, new product/services, and keeping corporations online at all times with minimal down time, distribution of annual employee iPad bonuses, getting services maintained
- Dealing with Cyclone damage, repairs & getting services online as quickly as possible after the incident
- Travelling Australia to different Telstra centres for training purposes, sitting in training groups & assessing. Up-skilling Trainers & Management skills. Travelling to Telstra centres nationwide & assessing, up-skilling & retraining trainers & agents in their positions a long time.
Telstra Outbound Manager/Telstra Business Solutions Specialist/Telstra Business Broadband Specialist
Telstra Business Centre
Melbourne, VIC
12.2003 - 12.2010
- I was involved in setting up appointments, handling field sales representatives’ calendars, calling Major Business clients about their multiple Telstra services they had with us and correcting issues, setting up new accounts, selling new products, retaining high end Business clients, with that I became a Business Solutions Specialist/Telstra Business Broadband Specialist
- I enjoyed the Corporate Business area as it was a new aspect of Telstra to learn.
- Managing multiple teams consisting of 250 employees
- Managing different outbound campaigns
- Daily reporting on campaign statistics, targets & agent performance
- Mentor & Training staff
- Attending Telstra communication meetings
- Developing my team to excel in their roles
- Converting staff from Consumer to Business knowledge
- Achievements:
- Bringing up multiple new teams
- Training and up skilling team
- Managing multiple campaigns within the team
- Hitting daily sales targets on multiple campaigns
- Keeping team performance to the best of their ability
- Reporting daily & weekly on multiple teams
- Resolving escalated customer complaints
- I started as Sales Manager for the Telstra Outbound Business Centre in South Melbourne which was a brand-new outbound sales call centre bringing up the call centre from 1 person to multiple teams of 250 employees, then moved into Corporate Business
Sales Coordinator
Telstra Corporation
Melbourne, VIC
09.2002 - 12.2003
- I started out in 4 weeks training learning all of Telstra’s products and business values, I was an Outbound sales agent working on Mobile Win over campaign for 2 months for which I was the top sales Agent in Outbound after just 10 days on the floor
- I was a very good Agent on the phone due to selling with the customer’s specific needs and with integrity, I always up & cross sold products, hitting 21,000+ WLS, helping my fellow team members and my own Team Leader
- I was promoted to - Team Leader who received a whole new team out of training, I had my team reach speed to competency in 4 days of being on the floor - Managing Outbound Sales & Multiple Inbound CTA Campaigns, Daily Sales Reports, Managing my Agents via information on the Pivot, Daily Payroll, Training & Coaching of 18 people on the phones
- Performance managing agents on the phones with 1 on 1 Management
- Call Monitoring & writing agent feedbacks
- DSO – Deployment Support Officer for Siebel
- Managing a team of 18 employees
- Managing outbound & inbound campaigns
- Daily reporting on campaign statistics, targets & agent performance
- Mentor and training of staff
- Attending Telstra Communication & PCI Management meetings
- Developing my team of staff to excel in their roles
- Managing multiple campaigns within the team
- Deployment support officer for new systems & campaigns
- Consistently achieving daily sales targets on all campaigns
- I won a special Telstra campaign, which was given to 2 different Call centres to see who could hit target and make the most sales
- My team did the best job accruing the most sales and hitting target, revenue and support
- Bringing up a brand-new team out of training
- Achievements:
- Managing multiple campaigns within the team
- Deployment support officer for Telstra’s brand-new Siebel system
- Hitting daily sales targets on multiple campaigns
- Winning a special campaign in competition with another centre
- Resolving escalated customer complaints
- Keeping my teams performing to the best of their ability
- Inbound & Outbound/CTA/Siebel Deployment Sales Coordinator - Team Leader/Siebel DSO/Outbound Floor Manager
Education
Bachelor of Arts - English Language And Literature
University of Melbourne
Burnley, VIC10.2016
VCE/Year 12 -
Mt Beauty Secondary College
Mt Beauty, Victoria.10.1994
Microsoft Office Suite, Microsoft 365 CRM - Insightly Employment Hero Deputy Proda, QGrants, Xero, Quickbooks, Reckon Confluence SAP, Siebel, Alpha 5 RF Scanners Industry Specific Warehousing Systems Ticket For Operation of Forklift/ Reach Lift Certificate III Business Administration Workplace, Health & Safety Blue Card Working With Children, -
System Knowledge
Banking Internal Telstra Systems Siebel MFS MHD Flexcab STS Moby Know How Business Transformation MNC ICE PRM Siebel Business Broadband Online Ordering Tool Retail Live Queensland Government Internal Systems Centrelink Systems DHHS Systems CPS Systems -
System Knowledge
Skills
- Project Management
- Hiring and Onboarding
- Management Training
- Human Resources Oversight
- Performance Monitoring and Evaluation
- Sales Tracking
- Administrative Management
- Department Oversight
- Managing Terminations
- Managing Employee Relations
- Finance and Accounting Operations
- Invoice Reconciliation
- Maintenance and Repair Management
- Managing Appointments
- Accounts Payable and Receivable
- Account Management and Updating
- Flexible and Adaptable
- Conflict Resolution
- Self-motivated professional
- Decision Making
- Good listening skills
- Organization and Time Management
- Leadership
- Team Building
- Responsible
- Administration and Reporting
- Employee Coaching and Motivation
- Scheduling and Coordinating
- Staff Management
- Strategic Planning
- Technical Proficiency
- Managing Labourers
- Managing Operations and Efficiency
- Issue and Conflict Resolution
- Contract Development and Management
Editing books and reading.
I've always been an avid reader and decided to turn my passion into my own manuscript editing business, working with many authors worldwide to make their books shine.
Timeline
Telecommunications Service Manager/Project Coordinator
Fixtel Pty Ltd
02.2022 - 08.2022
Housing Intake Officer
Department Of Housing And Public Works Queensland
08.2018 - 08.2019
Office Manager, Shift Coordinator, Workplace Trainer & Disability Support Worker
Unique Quality Care
02.2017 - 08.2018
Research & Sales Manager
KeeZee Pty Ltd
02.2016 - 02.2017
Corporate Accounts Manager/Training Assessor/Upskills Trainer
Telstra Corporation
12.2010 - 08.2014
Telstra Outbound Manager/Telstra Business Solutions Specialist/Telstra Business Broadband Specialist
Telstra Business Centre
12.2003 - 12.2010
Sales Coordinator
Telstra Corporation
09.2002 - 12.2003
Bachelor of Arts - English Language And Literature
University of Melbourne
VCE/Year 12 -
Mt Beauty Secondary College
Microsoft Office Suite, Microsoft 365 CRM - Insightly Employment Hero Deputy Proda, QGrants, Xero, Quickbooks, Reckon Confluence SAP, Siebel, Alpha 5 RF Scanners Industry Specific Warehousing Systems Ticket For Operation of Forklift/ Reach Lift Certificate III Business Administration Workplace, Health & Safety Blue Card Working With Children, -
System Knowledge
Banking Internal Telstra Systems Siebel MFS MHD Flexcab STS Moby Know How Business Transformation MNC ICE PRM Siebel Business Broadband Online Ordering Tool Retail Live Queensland Government Internal Systems Centrelink Systems DHHS Systems CPS Systems -
System Knowledge
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