Larni McLean
Pacific Pines,QLD
Summary
A highly motivated administration professional with strong experience in managing customer accounts, discrepancies, and maintaining accurate data in high-volume environments.
Proficient in using various software systems and committed to delivering exceptional customer service through clear communication and efficient problem-solving.
Known for high attention to detail, strong organisational skills, and a collaborative approach to achieving team objectives in fast-paced settings.
Overview
10
10
years of professional experience
Work History
Operations 2IC
ASAP Roadworthys & ASAP Autocare
05.2022 - Current
- Supported a team of six customer care staff and over 20 examiners and contractors by effectively managing bookings and schedules, driving results, and ensuring exceptional customer service.
- Performed key financial processes, including accounts payable and receivable, debt collection, and high-volume invoice processing, while maintaining accuracy and efficiency.
- Created quotes and invoices for customers and suppliers of ASAP Autocare, ensuring clarity and compliance with company standards.
- Identified opportunities for improvement and implemented streamlined processes and procedures to enhance workflow efficiency and data accuracy.
- Fostered a collaborative and supportive work environment, maintaining strong relationships with staff and contractors through open communication and mutual respect.
- Delivered exceptional communication across all customer inquiries via phone and email, consistently meeting high service standards.
- Managed contractor onboarding and facilitated training for customer care staff, ensuring smooth team expansion and skill development.
- Led investigations into escalated customer complaints, providing fair, prompt, and professional resolutions to maintain customer satisfaction.
- Overseen inventory management for examiners and warehouse operations, including stock ordering, monitoring levels, and preparing investment and spending reports.
Customer Contact Officer
The Specialists In Business
04.2021 - 06.2021
- Delivered high-quality customer service by providing clear and confident communication across high-volume phone and email channels.
- Effectively managed customer complaints, leveraging strong communication skills to maintain relationships while facilitating the collection of outstanding debts.
- Collaborated on the development and implementation of processes to improve debt collection and account management, reducing direct debit failures and streamlining workflow efficiency.
- Performed accurate data entry, order processing, and invoicing, ensuring precision and compliance with company standards.
- Developed and executed marketing strategies, designing campaigns to incentivise engagement with hard-to-reach customers and recover outstanding balances.
Customer Care Officer
Imagine That Photography
01.2018 - 04.2021
- Managed customer files, including account details, billing, payment plans, and outstanding balances, ensuring accuracy and timely follow-ups.
- Handled a high volume of inbound calls, delivering effective communication and customer service to address inquiries, resolve complaints, and provide prompt solutions.
- Performed precise data entry and file management, supporting order processing to ensure timely product delivery and the setup of payment plans.
- Collaborated with internal departments, including production, sales, and finance, to maintain seamless workflows and consistently deliver high standards that exceeded customer expectations.
- Maximised customer retention by providing personalised assistance and tailored recommendations that suit customers changing financial circumstances by BNPL options or package reviews.
Marketing Executive
Letslivehere Letting Agency
01.2016 - 10.2017
- Increased brand awareness by developing and implementing innovative B2B marketing campaigns targeted at students universities and trending locations.
- Completed and submitted monthly and yearly reports to support executive decision making.
- Optimised website exposure by analysing search engine patterns to direct online placement of keywords, blogs, and social content.
- Developed successful email marketing campaigns for enhanced customer engagement and retention through the students university years.
- Reviewed and created contact for website landing pages to optimise time spent on website, social sharing and conversion rates.
- Worked alongside graphic designers and website developers to improve SEO ranking organically.
- Continuously improved ROI by conducting thorough analysis of Google Ads campaign metrics and adjusting bids accordingly.
Digital Marketing Executive
Flight Centre NZ
01.2015 - 09.2015
- Collaborated with the Head of Digital Marketing to execute the Travel Associates brand and digital marketing strategies, ensuring alignment with all communication across different channels including newspaper, email, website and in-store materials.
- Managed relationships with media agencies, driving optimal performance and return on advertising spend across both digital and traditional channels.
- Planned and executed media campaigns, adhering to the marketing budget, KPIs, and priorities outlined by the Head of Marketing.
- Oversaw the implementation of brand marketing campaigns, working closely with the creative team (graphic designers) and production agencies to meet campaign objectives.
- Managed data and insights requests from internal teams such as product and pricing teams, leveraging information to support digital and traditional marketing initiatives.
- Supported team success and building positive relationships, to foster collaboration and create a supportive team environment.
Online Marketing Executive
Alpha H Skin Care
09.2014 - 09.2015
- Enhanced brand visibility by creating engaging blog posts, articles, and press releases.
- Coordinated cross-functional teams such as PR and Sales to ensure cohesive branding efforts across all digital channels.
- Improved search engine rankings with well-researched keyword selection and implementation strategies.
- Boosted online sales with strategic social media campaigns and targeted email marketing initiatives.
- Developed comprehensive marketing plans for new product launches, ensuring successful rollouts and increased revenue.
- Built robust social media communities around the brand by engaging customers through thoughtful content curation, timely responses to inquiries, and proactive outreach efforts.
Education
Bachelor of Business - Marketing And Management
Auckland University of Technology
Auckland, NZ08-2013
Skills
- Customer Service
- Attention to detail
- Complaint handling
- CRM and website software proficiency
- Quick learner
- Oral and written communications
- Data entry
- Invoice processing
- Debt collection
Software and Systems
- Monday.com
- ServiceM8
- Microsoft Office
- Mail Chimp
- Zoho CRM
- WordPress
- Google Ads
- Xero
- 3XC
- Facebook and Instagram for Business
- Zoom
- Google Meets
Timeline
Operations 2IC
ASAP Roadworthys & ASAP Autocare
05.2022 - Current
Customer Contact Officer
The Specialists In Business
04.2021 - 06.2021
Customer Care Officer
Imagine That Photography
01.2018 - 04.2021
Marketing Executive
Letslivehere Letting Agency
01.2016 - 10.2017
Digital Marketing Executive
Flight Centre NZ
01.2015 - 09.2015
Online Marketing Executive
Alpha H Skin Care
09.2014 - 09.2015
Bachelor of Business - Marketing And Management
Auckland University of Technology
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