Lee-Anne Mangani
Melbourne
Summary
Target-driven Sales Consultant with a proven track record in customer engagement, upselling, and closing sales in high-volume environments. Skilled at building strong client relationships, understanding customer needs, and delivering tailored solutions to maximise revenue. Adept at working to KPIs, managing leads, and providing exceptional service that drives repeat business.
Experienced with managing delinquent accounts and negotiating settlements to recover funds. Utilizes effective communication and investigative skills to resolve account issues. Track record of maintaining compliance with regulations and fostering positive client interactions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Debt Collector
Recoveriescorp
09.2024 - Current
- Manage overdue accounts, negotiate payment arrangements, and recover outstanding debts in line with compliance standards.
- Use strong communication and negotiation skills to achieve recovery targets while maintaining professionalism.
- Accurately document interactions in CRM systems and escalate unresolved cases where necessary.
- Maintain a customer-first approach while balancing firm debt collection strategies.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Streamlined collection processes, optimizing efficiency through automation and prioritization of high-risk accounts.
Sales Customer Service Representative
Bupa
07.2023 - 01.2024
- Delivered tailored health insurance solutions to new and existing customers through inbound and outbound channels.
- Consistently achieved and exceeded monthly sales and retention targets.
- Provided detailed product explanations, pricing, and policy comparisons to assist customer decision-making.
- Built rapport and trust, leading to increased customer loyalty and referral sales.
- Accurately processed applications, payments, and policy updates in CRM systems.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Sales & Customer Service Representative
NIB
07.2022 - 01.2023
- Converted inbound enquiries into sales by identifying needs and presenting suitable health insurance products.
- Delivered accurate quotes, explained benefits, and closed sales to meet and exceed monthly targets.
- Processed payments and ensured compliance with company and regulatory policies.
- Resolved customer concerns to retain accounts and improve satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Sales & Customer Engagement Specialist
Acquire BPO
07.2022 - 01.2023
- Managed multi-channel sales enquiries via phone, email, chat, and social media.
- Proactively promoted products and services, achieving sales conversion goals.
- Maintained up-to-date product knowledge to confidently recommend solutions.
- Handled objections effectively, turning potential cancellations into retained customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Spearheaded process improvements in handling customer complaints, resulting in faster resolutions and increased satisfaction levels.
- Increased brand loyalty with targeted email marketing campaigns designed to inform and encourage repeat business.
- Optimized response times to customer inquiries, implementing an efficient ticketing system for better tracking and prioritization.
- Collaborated with cross-functional teams to gather feedback and improve overall customer experience throughout various touchpoints.
- Bolstered sales performance by providing personalized product recommendations based on individual preferences.
Sales Consultant
Health Insurance Comparison
01.2021 - 07.2022
- Matched customers with the best insurance options through needs-based selling.
- Achieved consistent top-tier performance in call quality and sales KPIs.
- Followed up with leads to convert interest into completed sales.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Followed up with existing customers to provide additional support and address concerns.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
- Nurtured leads through consistent follow-ups, ultimately converting prospects into satisfied customers.
- Generated increased sales revenue through effective lead generation and follow-up efforts.
- Responded to telephone and in-person requests for information.
- Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
Hospitality Sales & Service
400 Gradi
02.2021 - 06.2022
- Promoted menu items to increase average spend per customer.
- Delivered a high-quality dining experience leading to repeat patronage.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Representative
Serco Group
01.2020 - 12.2020
- Recommended suitable products and services to customers based on their needs.
- Maintained high customer satisfaction scores while meeting sales-related KPIs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Diploma - Community Services
RMIT University
RMIT University 08-2026
Skills
- Consultative selling expertise
- Lead qualification proficiency
- Negotiation expertise
- Sales enhancement methods
- Product Knowledge & Demonstrations
- CRM & Sales Pipeline Management
- Meeting & Exceeding Sales Targets
- Communication & Relationship Building
- Debt recovery strategies
- Skip tracing techniques
- Patience and persistence
- Goal-oriented mindset
- Call center experience
- Stress tolerance
- Client relations
- Complex Problem-solving
- Customer research
- Proficiency in Microsoft office
- Performance improvements
- Assertiveness
- Negotiation
- History research
- Account management
- Cost control
- Payment acceptance
- Persuasion techniques
- Call center background
- Accounting systems
- Organization skills
- Teamwork
- Teamwork and collaboration
- Issue investigation
- Business correspondence writing
- Case investigation
- Ledger management
- Persuasion strategies
- Collections best practices
Certification
FNSASIC314 – Provide General Insurance Advice (Present)
Timeline
Debt Collector
Recoveriescorp
09.2024 - Current
Sales Customer Service Representative
Bupa
07.2023 - 01.2024
Sales & Customer Service Representative
NIB
07.2022 - 01.2023
Sales & Customer Engagement Specialist
Acquire BPO
07.2022 - 01.2023
Hospitality Sales & Service
400 Gradi
02.2021 - 06.2022
Sales Consultant
Health Insurance Comparison
01.2021 - 07.2022
Customer Service Representative
Serco Group
01.2020 - 12.2020
Diploma - Community Services
RMIT University
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