Lisa Ross
North Lakes,Australia
Summary
Highly motivated Client Relationship Manager with 20+ years of experience building strong client relationships and exceeding expectations in the automotive and manufacturing industries. Proven ability to manage complex accounts, identify needs, and deliver tailored solutions that drive business growth. Extensive experience using CRM systems (Salesforce & SAP) to streamline client communication and ensure optimal service. Eager to leverage expertise in fleet management to build successful partnerships with fleet organisations.
Overview
24
24
years of professional experience
Work History
Fleet Sales
Norris Motor Group
10.2023 - Current
- Liaising with a variety of Fleet Management Organisations (FMO’s) from quoting right through to delivery of the vehicles
- Responsible for coordinating vehicle builds, liaising with third party vendors and ensuring final product meets quality standards and on time delivery to the customer
- Systems usage: Frequent use in ViaDuct, Microsoft Office 365
- Collaborated with internal departments to streamline communication processes, ensuring smooth operations throughout the organization.
- Established strong client relationships for repeat business and customer loyalty.
Customer Service Representative ANZ - Inbound
Scholle IPN / SIG
03.2022 - Current
- As the Customer Service Representative ANZ, my responsibility was to service both the Australian & New Zealand markets, as well as our Intercompany divisions around the world
- Main responsibilities were to service the top tier customers; fulfilling customer needs by exerting a great deal of knowledge, empathy, and professionalism
- People-orientated and adaptable with great problem-solving skills
- Systems usage: Frequent use in Salesforce Sales Cloud, Infor LN, Microsoft Office 365
- 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.
Export Business Development Manager
Lightforce Australia
05.2020 - 08.2021
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Developed customised solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Responsible for servicing different regions and providing offers and deals tailored to our clients’ specific markets
- My exceptional time management and organisational skills ensured success when managing my pipeline through to customer delivery
- Systems usage: Frequent use in Salesforce Sales Cloud, SAP S4 Hana, Microsoft Office 365
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
Customer Service Case Officer
Lightforce Australia
10.2018 - 05.2020
- Responsible for ensuring high standards of service whilst providing post-sales support to B2C, B2B and internal clients
- Enhanced case resolution by effectively managing and prioritising caseloads.
- Participated in ongoing professional development opportunities, staying current on industry trends and advancements in the field of case management.
- Managed sensitive information discreetly, maintaining confidentiality as required by law or company policy.
- Conducted thorough investigations to gather relevant information, leading to more accurate case assessments.
- Responsible for the end-to-end warranty process in our domestic sales channel
- My extensive customer service experience along with my robust understanding of SAP and Salesforce ensured success for both my clients and the company
- Systems usage: Frequent use in Salesforce Service Cloud, SAP S4 Hana, Microsoft Office 365
Customer Service Representative
Lightforce Australia
08.2014 - 10.2018
- As a Customer Service Representative, it was my responsibility to assess and fulfil customer needs by exerting a great deal of knowledge, empathy, and professionalism
- 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.
- People-orientated and adaptable with great problem-solving skills and as a result I was a constant point of contact for both internal and external stakeholders
- Systems usage: Frequent use in Salesforce Service Cloud, SAGE CRM, SAP S4 Hana, Microsoft Office 365
Purchasing Officer
Lightforce Australia
02.2013 - 08.2014
- Created purchase orders to monitor stock levels, verify purchase requisitions and expedite customer orders.
- Fostered strong relationships with internal stakeholders by providing timely updates on procurement activities and addressing any concerns promptly.
- Negotiated favourable payment terms with suppliers, resulting in improved cash flow management for the company.
- Streamlined procurement processes for increased efficiency and cost savings by implementing effective negotiation strategies.
- Systems usage: Frequent use in SAGE CRM, SAP S4 Hana, Microsoft Office 365
Senior Account Manager
PMP Distribution (PMP Limited)
11.2007 - 12.2012
- My role involved actively managing my territory of South Australia in the field with the focus on retaining and growing existing business, as well as identifying and obtaining new opportunities in line with the company’s strategic direction
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Provided extensive support in sales, technical and business areas to key accounts.
- Utilising my relationship building skills I was successful in achieving my KPI's and growing my territory
Sales & Service Representative
PMP Distribution (PMP Limited)
11.2003 - 11.2007
- In my Sales and Service Representative role I focussed on the Small to Medium (SME) market
- Cross-sold and upsold products to customers based on solid understanding of current and forecasted needs.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
- Answered in-depth questions about company offerings, service policies and benefits of each plan.
- Employed consultative techniques, using probing questions to overcome objections and close sales.
- A highlight during this time was being rewarded as PMP Distribution Australia, CSR of the Year 2006
Bindery Assistant
Griffin Press (PMP Limited)
09.2000 - 11.2003
- My employment with PMP Limited started at Griffin Press, where I worked in the Bindery Department
- My tasks included assisting in the production of major novels, and quality assurance checks of the client copies
- Prepared finished books for shipping by wrapping or packing books and stacking boxes on pallets.
- Lubricated, cleaned and performed minor repairs to machine parts to keep machines in working condition.
- Used large-volume hand machine punch and staplers to punch holes into paper sheets.
- Used cutting and trimming machines to trim edges of books to appropriate size.
Education
Year 12 SACE certificate -
Wirreanda High School
12-1999
Skills
- High attention to detail
- Managing clients’ expectations
- Well organised and excellent time management skills
- Working in a teamwork environment
- Working autonomously
- Able to liaise with staff and peers effectively and always approachable
- Salesforce CRM Sales Cloud & Service Cloud
- SAP S4 HANA ECC6 On Premise
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
Timeline
Fleet Sales
Norris Motor Group
10.2023 - Current
Customer Service Representative ANZ - Inbound
Scholle IPN / SIG
03.2022 - Current
Export Business Development Manager
Lightforce Australia
05.2020 - 08.2021
Customer Service Case Officer
Lightforce Australia
10.2018 - 05.2020
Customer Service Representative
Lightforce Australia
08.2014 - 10.2018
Purchasing Officer
Lightforce Australia
02.2013 - 08.2014
Senior Account Manager
PMP Distribution (PMP Limited)
11.2007 - 12.2012
Sales & Service Representative
PMP Distribution (PMP Limited)
11.2003 - 11.2007
Bindery Assistant
Griffin Press (PMP Limited)
09.2000 - 11.2003
Year 12 SACE certificate -
Wirreanda High School
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