Rachael Flood
Woronora,NSW
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. High level of customer relationship management, administration skills and long term experience in staff training and coaching.
Overview
33
33
years of professional experience
Work History
Sales Support Representative
Qantas Airways
04.2023 - Current
- Duties included but not limited to : Reviewing and entering data/ contracts in Salesforce and Prism, Producing and distribution of corporate deals sheets, DRA, DCA.
- Managing QIS Sharebox, determining correct action needed to address enquires involving communication with internal and external stakeholders.
- Preparing Prism reports as per company stakeholder requirements and requests.
- Communication with Account Managers in regards to contract requirements and company processes while meeting required business critical timelines.
- Development and reviewing of process procedure guides.
- Involved with training and coaching of new staff.
Customer Service Agent
QantasLink
02.2020 - 04.2023
- Duties included but not limited to: Front facing customer service, handling enquires, checking in customers and reviewing paperwork is correct.
- Working with unaccompanied minors and special assistance customers are Managing flight disruptions, cancellations and all customer aspects of rebooking a, accommodation and allowances.
- Driving bridges on and off aircraft at gates.
- All aspects of arrival and departure boarding tasks – this includes announcements, seat checks, communication with operations and ramp and offloading fail to boards and locking up aircraft.
- Involved in training of new staff and focus groups with management reviewing current systems.
Administrator
Emlock Maintenance
08.2015 - Current
- .All administrative tasks and bookkeeping tasks – data entry, managing customer contact, updating CRM system, monthly reporting, and sales analysis.
- Preparing and lodging BAS and all other Government required reporting.
- Wages and HR management, Staff training, Invoicing and debit collection.
- Managing legal contracts with external stakeholders.
- Reviewing contacts for large projects and facilitating all administrative aspects, relevant insurances, and compliance reporting.
- Generated reports to suggest corrective actions and process improvements.
- Part Time role.
Sales Support
Energizer
08.2015 - 02.2020
- Duties included but not limited to: Maintenance of product sections and stock levels, building displays, planograms, placing orders, ensuring promotions and ticketing are in place, working with staff to achieve results.
- Reporting and reviewing database reports with stakeholders for best outcomes at all times, using Salesforce reporting systems.
- Employee of Month four times.
- Part time role.
Owner/ Manager
Curves, Revesby/ Panania
08.2005 - 07.2015
- Owner of one of largest and successful, longest operating centers within the Australian franchise system.
- Managed all areas of the business, including customer service, accounting, marketing and staff management.
- Community Business of the Year 2010 – nominated every year since 2007
- Awarded one of the first ever Curves Shining Star award for excellence, one of 6 awarded throughout Australia.
- Pilot Club for Curves latest innovations – including implementation of new member database and fitness training system.
Manager
Pharmaceutical Society of Australia
05.2004 - 08.2005
- A not for profit consumer pharmacy education program.
- Relationship building and maintaining effective communication networks with a variety of stakeholders, coordination and facilitating training of Pharmacists and pharmacy staff on patient education and use of available tools.
- Created Customer data base and and wrote policies for its ongoing management.
- Successfully gaining a 5% increased program usage growth throughout NSW.
Pharmacy Manager - Key Accounts Manager
GlaxoSmithKline -NSW
02.2001 - 02.2004
- After the merger of SmithKlineBeecham and Glaxowelcome I was promoted to NSW Pharmacy Manager.
- Responsible for a team of sales staff and all key pharmacy accounts in NSW.
- Solid Track record in enhancing revenue via superior customer service and account management.
- Co created financial management training program for Pharmacists that was adopted Australia wide.
Medical Representative
SmithKline Beecham
05.1999 - 08.2001
- GP Medical Representative for the Anti Infectious division.
- Territory maintained largest growth in anti viral product class across Australia.
- Sales representative of the Quarter three times.
- Trained NSW sales force in business planning techniques.
- Coordinated most successful product re launch through events organized throughout NSW.
- Managed and motivated the winning team of the SB Games 2001.
- Proactively managed client correspondence and recorded tracking and communications.
Area Manager
Pharmabroker
10.1996 - 05.1999
- Sales Representative to a client base of over 250 retail pharmacies.
- Responsible for training, merchandising and promotion of product lines.
- Maintenance of customer relationships and database, monthly reporting and forecasting.
- 1997 RPR/ Pharmabroker Sales Representative of the year, 6 times employee of the month.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
Shop Front Manager
Washington H Soul Pattinson
08.1995 - 10.1996
- Manger of the front of shop for the new model of super pharmacies
- All areas of management – stock control, reporting, budgets, and ordering and store presentation, recruitment, training and management of staff, measuring and maintaining high customer service levels.
Impact Manager/ Relief Store Manger
Woolworths Limited
02.1994 - 08.1995
- Promoted to Impact Manager for the Variety Division, for non performing stores.
- Determination of problem areas in NSW and Victorian stores and implementation of action plans for correction.
- Responsible for all accounting procedures in the opening of new stores and the closing of poor performing stores.
Trainee Manger, Support, Analyst Manager
Woolworths Limited
02.1991 - 02.1994
- Training in all facets of management, including in customer service, stock control, reporting, accounts budgets, banking and stock take and staff management.
Education
Certificate IV Bookkeeping Complete MYOB -
Tafe
Introduction To Digital Marketing Communications -
Tafe
2017
Statement of Attainment in Digital Design Skills Tafe -
Tafe
2017
Statement of Attainment Digital Business Skills Tafe -
Tafe
2017
Statement of Attainment in Styling Essentials -
Coco Republic / Tafe
2016
Certificate IV in fitness -
Tafe
2013
Masters in Business Administration -
Sydney Graduate School of Management
2005
Tafe NSW
2005
Woolworths Trainee Management program -
Woolworths/ Tafe
1994
Higher School Certificate - undefined
Beverly Hills Girls High
1990
Skills
- High level customer service skills
- Database entry and maintenance - CRM- Salesforce and Prism
- MYOB and Bookkeeping, Financial reporting
- Strong written, Verbal and Analytical thinking
- Staff Recruiting, Coaching and Training
- Stakeholder, Relationship and Customer Management
- Project, Event and Account Management
- Documentation and reporting preparation
- Microsoft Office and Apple Mac Suite proficiency
- Exemplary work ethic
- Service-oriented self-starter
- Able to identify Continuous Improvement opportunities
- Task Prioritization
Timeline
Sales Support Representative
Qantas Airways
04.2023 - Current
Customer Service Agent
QantasLink
02.2020 - 04.2023
Administrator
Emlock Maintenance
08.2015 - Current
Sales Support
Energizer
08.2015 - 02.2020
Owner/ Manager
Curves, Revesby/ Panania
08.2005 - 07.2015
Manager
Pharmaceutical Society of Australia
05.2004 - 08.2005
Pharmacy Manager - Key Accounts Manager
GlaxoSmithKline -NSW
02.2001 - 02.2004
Medical Representative
SmithKline Beecham
05.1999 - 08.2001
Area Manager
Pharmabroker
10.1996 - 05.1999
Shop Front Manager
Washington H Soul Pattinson
08.1995 - 10.1996
Impact Manager/ Relief Store Manger
Woolworths Limited
02.1994 - 08.1995
Trainee Manger, Support, Analyst Manager
Woolworths Limited
02.1991 - 02.1994
Certificate IV Bookkeeping Complete MYOB -
Tafe
Introduction To Digital Marketing Communications -
Tafe
Statement of Attainment in Digital Design Skills Tafe -
Tafe
Statement of Attainment Digital Business Skills Tafe -
Tafe
Statement of Attainment in Styling Essentials -
Coco Republic / Tafe
Certificate IV in fitness -
Tafe
Masters in Business Administration -
Sydney Graduate School of Management
Tafe NSW
Woolworths Trainee Management program -
Woolworths/ Tafe
Higher School Certificate - undefined
Beverly Hills Girls High
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