Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Additional Information
Timeline

Lisa Holland

Manager, National Key Accounts
Doreen,VIC

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Enable employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

19
19
years of professional experience

Work History

Manager, National Key Accounts

DSV Air & Sea
Melbourne Airport, VIC
01.2018 - Current
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Super User for customer two on line visibility portals. Assist with selling, set up up, implementation and training internal and extern
  • Manage a Team of 15 people across 4 states in Australia

National Commerical Manager

DSV Air & Sea
Melbourne Airport, VIC
06.2016 - Current
  • Managed and engaged with staff during daily duties to monitor performance and adherence to policies and training.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Negotiated with service providers to support the sales team / customer & business requirements
  • Analyse reports focusing on volume to create products for the business and sales team to offer to customers
  • Assisting with increasing volume and Gross Profit into the business
  • Managed Global RFQ's and the implementation of the new business into the company
  • Managed a team of 4
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Customer Service Manager

DSV Air & Sea
Melbourne Airport, VIC
04.2012 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.

Customer Service Manager

CEVA Logistics Inc.
Tullamarine, VIC
02.2008 - 03.2012
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
  • Improved customer service initiatives by streamlining sales and order management processes.

Implementation Manager

DB Schenker Logistics
Tullamarine, VIC
02.2007 - 01.2008
  • Researched and resolved barriers to successful system functionality, improving support and issue resolution.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
  • Documented processes to streamline setup, customization and maintenance.
  • Developed project plans identifying key issues, approaches and performance metrics.
  • Created implementation methodologies to control project costs and meet deadlines.

Ocean Freight Manager

Bax Global
Tullamarine, VIC
01.2006 - 02.2007
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Resolved problems, improved operations and provided exceptional service.
  • Participated in team-building activities to enhance working relationships.

Business Development Manager

BAX Global
Tullamarine, VIC
01.2004 - 01.2006
  • Established relationships with key decision-makers within customer's organization to promote growth and retention.
  • Researched and identified opportunities for account growth, account penetration and market expansion.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Reached out to potential customers via telephone, email and in-person inquiries.
  • Negotiated, prepared and signed contracts with clients.
  • Generated new business with marketing initiatives and strategic plans.
  • Created reports and presentations detailing business development activities.
  • Collected data and performed customer needs analysis.

Business Development Manager

LEP International (Agility)
Tullamarine, VIC
01.2000 - 12.2003
  • Established relationships with key decision-makers within customer's organization to promote growth and retention.
  • Researched and identified opportunities for account growth, account penetration and market expansion.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Reached out to potential customers via telephone, email and in-person inquiries.
  • Generated new business with marketing initiatives and strategic plans.
  • Created reports and presentations detailing business development activities.

Customer Service Representative

UTI Logistics
Tullamarine, VIC
01.1993 - 01.2000
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Education

High School Diploma -

Glenroy College, Glenroy, VIC
12.1982

Skills

  • Managing Operations and Efficiency
  • Project Management
  • Employee Coaching and Motivation
  • Managing Terminations
  • Contract Development and Management
  • Sales Activities
  • Performance Tracking and Evaluations
  • Staff Management
  • Supply Chain Management
  • Timelines and Milestones

Accomplishments

  • Super User for our two main end to end visibility tools.
  • Successfully assisted in the selling and implementation of the two viability tools.
  • Worked with Procurement and Regional Team in gaining a major furniture company to the business. Successfully implementing them into the business
  • Assisted my team of Key Account Managers to present to a major Food Importer to successfully retain the business.


Interests

Completed my first full marathon in 2021, this was a huge achievement for me personally. Managing the training plan, working full time, travelling for work along with family commitments and COVID restrictions and injury. It is one of the more hilliest events and is not the normal 42.2k but 44k.

To be able to set a goal and achieve it with perseverance and determination tells a lot about a person.

Additional Information

I am a dedicated employee and strive to succeed. Over the many years in the freight industry I have had to step out of my comfort zone and take on new roles, stand up and present to peers and customers.

I have successfully managed a team of 15 Key Account managers for the past 4 years who have been able to increase their client portfolio GP year on year.

Timeline

Manager, National Key Accounts - DSV Air & Sea
01.2018 - Current
National Commerical Manager - DSV Air & Sea
06.2016 - Current
Customer Service Manager - DSV Air & Sea
04.2012 - Current
Customer Service Manager - CEVA Logistics Inc.
02.2008 - 03.2012
Implementation Manager - DB Schenker Logistics
02.2007 - 01.2008
Ocean Freight Manager - Bax Global
01.2006 - 02.2007
Business Development Manager - BAX Global
01.2004 - 01.2006
Business Development Manager - LEP International (Agility)
01.2000 - 12.2003
Customer Service Representative - UTI Logistics
01.1993 - 01.2000
Glenroy College - High School Diploma,

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Lisa HollandManager, National Key Accounts