Summary
Overview
Work History
Education
Skills
References
Accomplishments
Timeline
Generic

LORINDA A. HOLLIS

Business Development Manager
Docklands

Summary

Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client acquisition. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted team member with analytical and diligent approach to building strong pipelines.

Overview

15
15
years of professional experience

Work History

Sales Manager

Stuba
3 2023 - Current
  • Leverage my network and business development skills to develop new accounts and recognise unique opportunities within existing accounts.
  • Retain and manage business relationships with trade partners and develop a personalised approach to maximise sales.
  • Identify and establish key brand and trade partnerships.
  • Plan, create, and implement an annual territory sales plan utilising existing data and reports to develop strategic and tactical plans.
  • Work alongside marketing to implement marketing and promotional programmes.
  • Stay informed about industry trends, competitor activities, and market developments to identify opportunities for growth and innovation.
  • Prepare and present sales proposals, negotiate contracts, and close deals effectively.
  • Conduct seminars, familiarisation trips, product events, trade and consumer shows.
  • Communicate brand values with passion and conviction through excellent presentations.
  • Review sales plan, accounts, promotional efforts and ROI.
  • Strategic vision, understand trends in the market and change course to drive results.
  • Increased sales by 200% in my first year, well on the way to do the same this year.

Client Case Officer

Department of Foreign Affairs and Trade
09.2022 - 03.2023
  • Performed internal/external correspondence, client service, notarial duties, personalisation support, custodian, telephone enquiries, spoils and destruction, eligibility, supervisory duties for small to medium offices.
  • Facilitated the coordination of workflow, workload, and resource allocation priorities as they relate to the eligibility of travel document tasks as well as provided assistance with face-to-face interviews of clients to enable travel and legalisation documents issuance.
  • Delivered courteous, prompt, and professional client service when providing guidance to the public on travel document matters and document legalisation processes through various channels including face-to-face, telephone or in writing.
  • Travel document processing including decision-making and recommendations on the eligibility of applicants for an Australian travel document by providing appropriate determinations that are informed by relevant legislation, regulation, policies, and guidelines.
  • Liaised and collaborated with key internal and external stakeholders to keep abreast of developments related to the issue of Australian travel documents and other operational areas.
  • Contributed to the provision of advice, assistance, and guidance on travel document eligibility matters.
  • Effective communication with colleagues, members of the public, government agencies and other external organisations regularly.
  • Flexibility to respond to changes in workloads and priorities.
  • Completed other administrative duties related to the delivery of travel document programme as required.
  • High speed and accurate data entry, document preparation, scanning, personalisation, crop, document/photo exceptions re-work if required.

Compliance /Service Officer

Services Australia
03.2020 - 09.2022
  • Interpreted Legislation to assess and administer benefits.
  • Managed and assisted customers with Services Australia business; including face to face, and telephone inquiries.
  • Responded to questions about Services Australia payments and services when required; as well as directing customers to the Call Centre Network or Services Australia Specialist Officer.
  • Coordinated solutions for 50-100 customer inquiries per day while meeting and exceeding performance quotas.
  • Undertook claims investigations and liability determinations against relevant legislative acts and obligations.
  • Undertook claim appeals for customers who disagree with the rejection of their claim.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Developed enhanced solutions for the Australian Disaster Recovery Payment and managed to shorten call time and significantly improve customer feedback.
  • Assisted customers with correct claims and provided them support at times of major change—for example, starting a claim with the client on the phone, and adding correct and accurate information on the system, including reading and uploading appropriate documentation, such as medical forms, unreasonable to live at home statements, bank statements, and social worker mental health plans.
  • Analysed, investigated, and documented notes on customer’s file related to their claim; additionally, I assessed claims, ensuring that the correct paperwork met the legislative thresholds for approval.
  • Processed medical certificates and financial documents.
  • Rose to challenging situations and circumstances with resiliency.
  • Processed emergency disaster claims for March NSW 2021 Floods, Covid Pandemic, State-wide and National Bushfires 2019.
  • Granted claims with the appropriate information provided; or, if required, left claims on hold with customer to follow up with more information.
  • Helped customers to understand their rights and obligations.
  • Assisted customers with social avenues when needed.
  • Encouraged, educated, and assisted customers to use online services.
  • Used the Services Australia intranet site to identify payments. and services that were appropriate information for a customer.
  • Reviewed all Services Australia forms provided by customers.
  • Kept up with daily critical information of changes, emergencies, and legislation changes.
  • Debt management and investigation.
  • Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
  • Developed enhanced solutions for Service Delivery and Debt Management to significantly improve customer feedback.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
  • Maintained accurate records and full compliance with government regulations and agency guidelines
  • Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.

Sales Manager

Eastern Eurotours
01.2015 - 04.2021
  • Maintained a high level of knowledge of the company products, services, and activities.
  • Developed a network of retail travel agents and develop these agents to support the product.
  • Promoted and increased awareness of company products to retail travel agents.
  • Conducted seminars, promotional activities, and consumer information nights to increase product knowledge.
  • Attended travel industry functions/trade shows as required and always represented the company in a highly professional manner.
  • Increased sales and market share for the company in VIC/TAS/SA and ACT.
  • Acted as point of contact to all retail and home agents and report back to Head Office.
  • Targets, budgets and reporting duties.
  • Developed company website to start online wholesale site.
  • Dealt with development team overseas to accomplish this task.
  • Met with potential suppliers and negotiated direct contracts and packages.
  • Developed and implemented favourable pricing structures balancing firm objectives against customer targets.
  • Coordinated innovative strategies to accomplish objectives and boost long-term profitability.
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
  • Identified distributor challenges related to corporate service offerings in order to formulate potential solutions.
  • Capitalized on industry and marketplace trends to strategize marketing solutions and enhance business operations
  • Mentored, coached, recruited, and trained new staff.
  • Handled employee requests for leave, KPI targets and calculated statistical performance ratings.

Sales Manager

Excite Holidays
01.2010 - 01.2015
  • Strengthened relationships of key accounts to increase revenue year on year.
  • Built on existing relationships to develop new business opportunities.
  • Worked with Travel Agencies to develop initiatives to grow their business.
  • Managed relationships with Business Development Managers of consortia groups to maintain support of the brand at a head office level.
  • Created sales opportunities through on-going weekly sales calls, presentations, product training and online systems training.
  • Developed an annual business plan to develop a strategy to achieve territory targets Conducted weekly analysis of sales figures.
  • Identify areas of opportunity or requiring attention in order to utilise opportunities and stay on target.
  • Managed territory budget to ensure maximum return on investment.
  • Ability to get to the cause of a conflict and finding creative solutions to effectively resolve the issue.
  • Presented at Travel Expo's, film nights, radio promotion and conferences.
  • Awareness of competitor activity and ability to identify point of difference in selling the brand.
  • Effective time management and organization of a busy calendar Escorted familiarization trips to promote product to top selling agents.

Education

Bachelor of Art & Sciences-Social Work -

University Of Texas At Austin

Skills

Business development and planning

Customer Acquisition

Training and mentoring

Market Research

Team Collaboration

Lead Generation

Sales and Marketing

Sales Presentations

Negotiations

Client Relationship

Sales Reporting

References

  • Salwa Khan, Salhwa@rediffmail.com, 0469 430 516, Team Leader, Services Australia, APS 5
  • Sally Berry-Henderson, Sally@easterneurotours.com.au, 0411 879 738, Operations Manager

Accomplishments

Two time NTIA Sales Executive of the Year-Wholesale nominee.

Timeline

Client Case Officer

Department of Foreign Affairs and Trade
09.2022 - 03.2023

Compliance /Service Officer

Services Australia
03.2020 - 09.2022

Sales Manager

Eastern Eurotours
01.2015 - 04.2021

Sales Manager

Excite Holidays
01.2010 - 01.2015

Sales Manager

Stuba
3 2023 - Current

Bachelor of Art & Sciences-Social Work -

University Of Texas At Austin

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LORINDA A. HOLLISBusiness Development Manager