LORENA Douglas
Sydney,NSW
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
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
30
30
years of professional experience
Work History
Director
Ayuda Group Pty Ltd
10.2014 - Current
- Oversee operations and provide corrective feedback to achieve business goals
- Work closely with organisational leadership to guide operational strategy
- Monitor and coordinate workflows to optimise resources.
- Form strategic partnerships and connect with potential clients to drive business development.
- Monitor office workflow and administrative processes to keep operations running smoothly.
- Bookkeeping - MYOB
Customer Experience Manager
Vision Re Partners
09.2022 - 03.2023
- Own, set up and drive the success of the Customer Experience program – onboarding, product improvements, customer engagement strategies, influence and exceed customer expectations, strategic VOC (Voice of Customer) initiatives, customer experience /advocacy, analytics, reporting insights to management and Group Advisory Board
- Product ownership and technology leadership of a bespoke risk, insurance and operations SaaS platform
- Develop and determine version 1.0 refinements and version 2.0 user requirements for production to ensure maximum usability
- Contribute to the design, ongoing implementation and monitoring of the platform and roadmap
- Manage the platform functionality, performance and experiences
- Prepare reporting and analysis of the platform, key customers and technology performance metrics
- Use commercial acumen to manage the platform budget and maximise ROI
- Measure performance and develop feedback avenues to evolve customer experience and provide evidence-based insights – NPS (net promoter score)
- Use communication skills to explain problems clearly and succinctly
- Develop and manage policies and procedures
- Create user manual and cheat sheets to support platform adaptation
- Project Management using Agile techniques and processes to support developer during project phases
- Develop strong relationships with all stakeholder tiers including vendor relations
Customer Success Manager
Lumachain, Computer Vision
06.2022 - 08.2022
- Deliver high quality and professional customer service through proactive and effective customer communications
- Develop, maintain and exceed targets for Customer Success, including retention, engagement and customer satisfaction
- Understanding customers’ businesses, needs and goals
- Develop strong, loyal and trusted relationships with existing (and where appropriate, new) customers through active engagement to identify opportunities, provide customer support and anticipate customer requirements
- Act as a first point of contact for existing customer enquires / issues, liaise internally and with other stakeholders to manage and coordinate timely and accurate responses
- Guiding existing customers on how best to use Lumachain products to succeed
- Work closely with our internal teams to promote and champion a culture of excellence in customer management and service
- Work closely with internal teams (AI, Products, Software, Projects) to be the voice of the customer for future product roadmaps
- Engage customers to gather detailed feedback into when and how they are using
- Lumachain products, service offerings and disseminate internally
- Identify, escalate and support potential sales opportunities
- Regularly and proactively follow up and track client satisfaction, continuously working to improve the customer experience, ongoing retention and overall product utilisation
- Create Customer Service policy to standardise the global Customer Success Function
- Select, Implement and manage company CRM system
Software Implementation Consultant
simPRO Software Pty Ltd
08.2021 - 12.2021
- Responsible for facilitating successful implementations and training of simPRO’s suite of products to new and existing customers in field service and trade industries
- Required deep understanding of the simPRO software operation and configuration
- Delivering face to face and online training in all aspects of simPRO’s System Set Up, Workflows, Data population, Imports and accounting package integration
- Delivering training with accuracy and compliant with simPRO policies and procedures
- Designing and developing implementation plans according to customer requirements and system capabilities
- Mapping Business processes and workflows for customers to gain a good understanding of their business and identify opportunities to leverage software and processes and implement improvements
- Providing exceptional customer service and ongoing support
- Working in synergy with internal departments including Sales, Management, Admin and I.T
- To deliver solutions for customers
- Applications used to manage the implementation workflow included Salesforce Asana, Mattermost, XERO, MYOB, QuickBooks, Microsoft and Google product suite
Consultant
10.2019 - 01.2020
- In 2014 I launched Ayuda Group to provide document services to Project Managers in the I.T
- Industry
- The business enjoyed success through a flexible and responsive business model delivering professional, high quality documentation services
- Strong attention to detail and accuracy were paramount in delivering these services which exceeded customer expectations in both time and quality
- Following the conclusion of the documentation contract in 2018, I was engaged by Combined Management Consultants as an I.T
- Project Coordinator to help evaluate, select and implement an ERP and CRM system for a large manufacturing business
- Following the successful implementation, I was engaged by CMC on a new project to provide recruitment services to one of their customers in the I.T
- Space
- From, I was contracted by Astute Finance Mortgage Brokers to provide end to end loan writing services and key account management.
Foreign Exchange Sales Consultant
Flight Centre Limited, Travel Money OZ
10.2013 - 07.2014
- Achieved largest sales target in the region
Dealer
Westpac Bank Limited/St George Bank
11.2005 - 01.2011
- Foreign Exchange – Institutional and Business Banking - Corporate Treasury
- National sales and marketing of the Banks Electronic FX Delivery platform – ‘Global Dealer’
- Managed, coordinated and monitored the migration process of existing customers into the FX trading system
- Ensured the migration did not disenfranchise the customer base
- The process involved customer visits, presentations, demonstrations and training on FX services and products including online business banking
- Managed a portfolio of high-profile FX corporate customers including importers and exporters
- Priced and dealt FX spot and forward contracts and structured products (options) to assist customers to manage their FX risks and exposures
- Developed strong relationships with customers
- Liaised extensively with customers, prospects, BDM, Relationship Managers, Business Heads on FX products and services to identify new profitable business opportunities and grow the portfolio
- Conducted training of “FX Education Programs” to build brand awareness of FX markets, products and services
- Achievements:
- Exceeded sales and profit targets by successfully selling the FX Delivery platform to over 300 customers, both new and existing within18 months
- Promoted to Corporate Desk in the first 12 months
Senior Account Executive
St George Bank Limited
03.2004 - 11.2005
- Corporate and Business Banking
- Analysed financial and management information to prepare comprehensive lending proposals based on the Bank’s credit and lending guidelines, policies and procedures
- Conducted annual reviews on customer facilities and actioned discrepancies
- Settlement of new lending facilities
- Maintained good knowledge of company restructuring and legal implications to make recommendations regarding the structure and security of a deal
- Applied research skills to source material about specific companies/industries and utilised lending skills to confirm the liability of these
- Assisted Senior Relationship Manager in achieving business goals (sales, fee income, new customers, cross-selling)
- Actioned “Excess” reports and other daily reports as necessary
- Monitored management activity and account operations/administration to ensure that all the conditions of the credit sanctions were adhered to by customers as well as ensure that all facilities were set up correctly and loaded according to the facility offers
- Possessed a high level of credit assessment skills and attention to detail
- Made recommendations relating to security structure and documentation of deals
- Maintained client files and legal security packets
- Attended client visits, provided and maintained very high standards of service
- Resolved client enquiries and requests quickly and efficiently
- Maintained strong client relationships and communication with staff, management, credit team, external panel solicitors and property valuers
- Assisted in training, development and supervision of junior Account Executives
- Achievements:
- Promoted to Senior Account Executive within 6 months
- Recognised and awarded for providing exceptional customer service
Relationship Executive
Commonwealth Bank
06.2002 - 09.2003
- Awarded the youngest and most achieved Relationship Executive in NSW
- Successfully managed large client portfolio, including growth, retention and superior client service
Executive – Global Equity Market Support
Macquarie Bank Limited
05.2000 - 02.2001
- Achievements:
- Built strong relationships with clients, staff and business partners
- Successfully implemented electronic legal confirmation system for over-the-counter documentation
Supervisor
Macquarie Bank Limited
02.1994 - 05.2000
- Successfully implemented National Business Process Re-engineering project involving research, analysis, identification, user acceptance, development, reporting and integration of systems and key business processes
- Achieved an outstanding level of client service and relationship management
Education
Diploma - Project Management
Northern Beaches And Mosman College
Brookvale, NSW03.2024
Certificate IV in Finance And Mortgage Broking - Finance
FARSTA
Virtual2020
PRINCE2 - Project Management
ILX Group
Sydney2018
Certificate IV in Training And Assessment - Education
MRWED
Virtual2013
Bachelor of Business - Finance And Marketing
University of Technology Sydney
Sydney2002
Skills
- Leadership and communications
- Highly organised
- Creative and pragmatic thinker
- Building and retaining relationships
- Multitasking
- Exceptional customer service
- Problem solving and self-starter
- Time and people management
- Listening
- Strategic Planning
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Manager
Vision Re Partners
09.2022 - 03.2023
Customer Success Manager
Lumachain, Computer Vision
06.2022 - 08.2022
Software Implementation Consultant
simPRO Software Pty Ltd
08.2021 - 12.2021
Consultant
10.2019 - 01.2020
Director
Ayuda Group Pty Ltd
10.2014 - Current
Foreign Exchange Sales Consultant
Flight Centre Limited, Travel Money OZ
10.2013 - 07.2014
Dealer
Westpac Bank Limited/St George Bank
11.2005 - 01.2011
Senior Account Executive
St George Bank Limited
03.2004 - 11.2005
Relationship Executive
Commonwealth Bank
06.2002 - 09.2003
Executive – Global Equity Market Support
Macquarie Bank Limited
05.2000 - 02.2001
Supervisor
Macquarie Bank Limited
02.1994 - 05.2000
Diploma - Project Management
Northern Beaches And Mosman College
Certificate IV in Finance And Mortgage Broking - Finance
FARSTA
PRINCE2 - Project Management
ILX Group
Certificate IV in Training And Assessment - Education
MRWED
Bachelor of Business - Finance And Marketing
University of Technology Sydney
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