Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Lorraine Tonna

Riverwood,NSW

Summary

Hands-on leader well-trained to work effectively with a range of different personalities while ensuring that deadlines are met. An energetic Project Coordinator with exceptional scheduling and planning skills and committed to ensuring that all work complies with the appropriate codes.


Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

24
24
years of professional experience

Work History

Project Administrator

Livingfresh Restorations
04.2014 - Current
  • Manage customer claims from start to finish and support customers.
  • Resolved customer complaints or answered customers' questions.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Guided employees in handling difficult or complex claims.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Researched and prepared reports required by Insurance companies.
  • Answered phone calls, provided information and connected callers to appropriate personnel.
  • Gathered, entered and updated data to maintain departmental records and databases.
  • Handled all incoming and outgoing correspondence.
  • Composed and edited complex and sensitive correspondence, reports and documents.
  • Processed invoice payments and recorded information in account database.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Answered phone calls and answered questions from potential customers.
  • Entered daily data in computer systems and documented office activities.

Office Manager

Pure Dry Cleaning
01.2000 - 12.2013
  • Maintained computer and physical filing systems.
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
  • Oversaw communication and research to achieve full resolution of complaints inquiries.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Implemented feedback system for customers to provide comments and suggestions to improve service.
  • Coordinated special projects and managed schedules.
  • Reported to senior management on organizational performance and progress toward goals.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Handled complaints and questions, and re-directed calls to other team members.
  • Entered daily data in computer systems and documented office activities.
  • Addressed client inquiries and updated database information.
  • Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.

Education

High School Diploma -

St Patrick Girls High School
12.1990

Skills

  • Staff Leadership and Direction
  • Documentation and Reporting Capabilities
  • Coordinated Claims
  • Effective Written and Verbal Communication
  • Project Management
  • Purchase Orders
  • Office Support
  • Work Organizing and Prioritizing
  • Efficient Service
  • Microsoft Office
  • Administrative and Clerical Support
  • Scheduling
  • Scoping Claims

Timeline

Project Administrator

Livingfresh Restorations
04.2014 - Current

Office Manager

Pure Dry Cleaning
01.2000 - 12.2013

High School Diploma -

St Patrick Girls High School

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Lorraine Tonna