Lily Kourzis
Melbourne,VIC
Summary
Dynamic professional with a proven track record in office administration and customer relations, honed at Michael Bale & Associates. Excelled in leveraging Microsoft Office Suite and professional communication to enhance operational efficiency and client satisfaction. Demonstrated ability to manage multiple priorities with attention to detail, achieving significant improvements in customer service and administrative support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Administrative Assistant/Personal Assistant
Michael Bale & Associates
12.2023 - 09.2024
- Answered multi-line phone system, addressed customer questions and concerns to promote satisfaction and continued business.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Complete monthly invoicing and statements for all projects via Excel and Xero
- Prepared and drafted fee proposals for new projects
- Executed record filing system to improve document organisation and management.
- Developed and updated spreadsheets and databases to track, analyse, and report on performance and sales data.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Scheduled office meetings and client appointments for staff teams.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Maintained and organised all shared drives, documents and spreadsheets.
Customer Service Manager
Fitness Cartel Tweed Heads
01.2023 - 08.2023
- Resolved customer complaints while prioritising customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximise productivity and profitability.
Property Manager
Belle Property
07.2021 - 12.2022
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimising downtime for tenants and maintaining property aesthetics.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Followed up on rent arrears and coordinated collection procedures.
- Introduced prospective tenants to types of units available and performed open homes of premises.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Coordinated with QCAT to resolve tenant disputes.
- Monitored market trends closely, adjusting rents accordingly to remain competitive within the market
- Business Development for new managements
Property Manager
First National Palm Beach
04.2016 - 06.2021
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimising downtime for tenants and maintaining property aesthetics.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Followed up on rent arrears and coordinated collection procedures.
- Introduced prospective tenants to types of units available and performed open homes of premises.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Coordinated with QCAT to resolve tenant disputes.
- Monitored market trends closely, adjusting rents accordingly to remain competitive within the market
Receptionist
Kakadu Annexes
01.2015 - 04.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Crew Member
McDonald's
03.2010 - 03.2015
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
Education
Elanora State High School
Elanora, QLD12.2013
Skills
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
- Administrative Support
- Microsoft Office Suite
- Customer Relations
- Professional Communication
- Scheduling and calendar management
- Deadline-oriented
- Attention to detail
- Professional and mature
Certification
- Certificate III Business
Timeline
Administrative Assistant/Personal Assistant
Michael Bale & Associates
12.2023 - 09.2024
Customer Service Manager
Fitness Cartel Tweed Heads
01.2023 - 08.2023
Property Manager
Belle Property
07.2021 - 12.2022
Property Manager
First National Palm Beach
04.2016 - 06.2021
Receptionist
Kakadu Annexes
01.2015 - 04.2016
Crew Member
McDonald's
03.2010 - 03.2015
Elanora State High School
- Certificate III Business
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