Lee (Lepula) Asovale
Wentworth Falls,NSW
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
14
14
years of professional experience
Work History
Secondment - Contact Centre
Opal Healthcare
07.2023 - Current
- Handle inbound and outbound calls, emails and chat interactions in a timely and professional manner, ensuring high levels of customer satisfaction
- Maintain accurate records of customer interactions in GEM and updates to their accounts
- Assist customers to navigate their pathway into care in line with our Conversations into Care program
- Utilise Outlook and Teams to effectively connect with sales and leadership teams in our Care Communities
- Adhere to the Opal Way including compliance with relevant regulations and industry standards
- Identify and escalate priority issues to the Contact Centre Manager for prompt resolution.
Customer Service Coordinator
Katoomba Views Care Community
08.2021 - Current
- Create and/or sustain a high performance culture
- Provide an environment where team members, residents and families can openly raise questions and suggestions
- Support the General Manager in bringing Opal's Vision, Mission and Values to life through all actions, decisions and behaviours
- Administration Duties: Filing, Team member filing and Resident filing etc
- Create and/or sustain a high performance culture
- Provide an environment where team members, residents and families can openly raise questions and suggestions
- Support the General Manager in bringing Opal's Vision, Mission and Values to life through all actions, decisions and behaviours
- Ensure the sales and admissions process, including tours, is timely, welcoming, clear and accurate for all new respite and permanent residents, and provide a great first impression of the care community
- Proactively manage sales enquiries, ensuring the right balance is achieved between ACFI, occupancy and resident type to achieve the financial targets agreed in the annual budget
- Maximise occupancy by regular contact with key referrers and stakeholders, in line with the stakeholder engagement plan
- Support the implementation of approved marketing events
- Secondment role: Contact Centre – Opal Healthcare Enquiry Line
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained and managed customer files and databases.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Explained charges, fees, terms of sales, and service agreements to over [Number] customers daily.
Administration Officer
Bidfood Supply Solutions
06.2018 - 04.2021
- Tracking and tracking consignments Organising releasing of orders both chilled, frozen and dry consignments nationally
- Deal with customers enquiries Organising consignments from shipping containers and tracing Loading and distribution pallets etc on linehauls and containers Calculating and chasing quotes with customers etc
- Dealing with claims from national customers and clients Dealing with transport companies and invoicing procedures
- Other Duties: Organising Christmas Celebrations Cooking and baking for morning teas etc
- Reason for Leaving: Challenging role
Wetherill Park Administration Manager
Avem Quirks
02.2016 - 05.2018
- Organising Jobs for Technicians Quotes and work orders
- Organising Uniform for technicians
- Monthly/weekly reports for Managers
- Stationary order etc Customer enquiries Payroll and staff leave Distribution and transport bookings
- Reason for Leaving: Role Change
Customer Service/Administration
WA Freightlines, Yenorra Distribution Centre
11.2014 - 03.2015
- Answering Incoming Calls -Track and trace of consignments
- Manifesting Country –third party consignments
- Scanning of timesheets and POD's –
- Organising and calculating drivers runsheets –
- Making sure pay-run for subcontractors are calculated - Organising pick up and deliveries –
- Dealing with inquiries over the phone and internet –
- Advising ETA on consignments
- Reason for Leaving:
Customer Service Liaison Officer
Prixcar Transport
07.2014 - 11.2014
- Answering Incoming Calls for car quotes and vehicle enquiries –
- Process vehicle orders and payment processes via credit card/eftpos/cash –
- Using Integration System to locate and process vehicles from Wharf to depot and storage –
- Invoicing payments for customers
- Vehicle tracing and tracking
- Downloading shipping documents and verifying vessel ship details
- Co-ordinate vehicle movements and manifesting to specific trucks
- Keying in customer orders
- Reason for Leaving: CasualTemping work
Customer Service Agent
CEVA Vehicle Logistics
01.2010 - 07.2014
- Answering all inbound calls for quotes and enquiries –
- Vehicle tracking - Processing bookings and payments via eftpost/cash/creditcard –
- Minute taking for meetings etc - Invoicing customers for payment
- Co-ordinate movements of vintage vehicles, camper trailers, trailers, trucks
- Giving quotes out for dealers and account holders
- Data entry of Proof of deliveries
- Reason for Leaving: Take up new challenges
Education
High School Diploma -
NZ Hutt Valley Polytechnic Accounting in Business
New Zealand12.1988
Skills
- Electronic Invoicing
- Account Authorizations
- Business Correspondence
- Account Management
- Employee Relationships
- Purchasing and Procurement
- Cash Handling
- Clerical Support
- Financial Transactions
- Quote Preparation
- Verbal and Written Communication
- Logistics Policies and Procedures
- Employee Scheduling
- Documentation Skills
- MS Office Expertise
- Microsoft Excel
- Proper Staffing
- Accounts Payable and Accounts Receivable
Timeline
Secondment - Contact Centre
Opal Healthcare
07.2023 - Current
Customer Service Coordinator
Katoomba Views Care Community
08.2021 - Current
Administration Officer
Bidfood Supply Solutions
06.2018 - 04.2021
Wetherill Park Administration Manager
Avem Quirks
02.2016 - 05.2018
Customer Service/Administration
WA Freightlines, Yenorra Distribution Centre
11.2014 - 03.2015
Customer Service Liaison Officer
Prixcar Transport
07.2014 - 11.2014
Customer Service Agent
CEVA Vehicle Logistics
01.2010 - 07.2014
High School Diploma -
NZ Hutt Valley Polytechnic Accounting in Business
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