Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Additional Information
Timeline
Volunteer
LOUISE MARLAND

LOUISE MARLAND

Adelaide,SA

Summary

KEY AREAS OF EXPERTISE Sales and Strategy Human Resources Management Leadership Development Service Delivery Procurement Process Optimisation Vendor Management Product Development Project Planning, Management, and Delivery Stakeholder Management

I have a with for client relationship building and customer service. Possess great physical strength and judgement.


Empathic and well-versed in addressing problems faced by customers and building positive work relationships, enhancing public perception of company.


Personable professional involved with healthcare community and promoting education on healthy lifestyles to improve public health. Tailored healthcare and wellness plans based on patient needs and limitations to achieve outstanding results.

Overview

33
33
years of professional experience

Work History

National Call Centre Manager, Outbound Sales

Big Colour Pages Pty Ltd
03.1990 - 12.2000
  • Was the only Australian online directory to successfully compete against Yellow Pages
  • It was a directory of businesses, organised by category, rather than alphabetically by business name, and in which advertising is sold
  • Duties and responsibilities:
  • Started in Adelaide as a Call Centre Operator
  • I exceeded all targets, and was transferred to Brisbane to manage the call centre of 50 staff
  • Exceed all targets by a minimum of 122% each year
  • Managed the company change from business directory to online
  • This involved devising a training programme with three others, and delivering the training to over 500 staff, including Company Directors nationally
  • Transferred to Sydney, to manage National Call Centre
  • Headhunted to set up call centre at Eutility.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Made over 60 cold calls per day resulting in client base growth by 150%.
  • Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.

Property & Administration Manager

Rivacre Investments Pty Ltd
03.2013 - Current
  • Rivacre investments Pty Ltd is a consultancy based business specialising in venture capital raising, business “start up” consultancy, property investment, and management
  • Duties and responsibilities
  • Sourcing and reviewing new business and investment opportunities
  • Strategic and commercial reviews
  • Acquisitions and sale options
  • Valuations and project feasibility
  • Oversee day to day operational functions
  • Accounts Management
  • Administration.

Real Estate Sales Agent

Ray White Pennant Hills
01.2013 - 01.2014
  • Sydney, Ray White is Australia’s property expert – and when it comes to real estate, you can count on their agents’ skill, expertise and professionalism to get you the best possible result
  • Duties and responsibilities:
  • Sell properties for clients
  • Studied property listings
  • Interviewed prospective clients
  • Liaised inspection times
  • Appraised property values
  • Negotiate prices and sale terms
  • Discussed conditions of sale with clients
  • Drawing up real estate contracts.
  • Communicated with clients to understand property needs and preferences.
  • Negotiated between buyers and sellers of properties with efficiency and transparency to maximize profits and maintain satisfaction of clients.

Call Centre & Operations Manager

FieldForce Services
11.2011 - 03.2013
  • FieldForce provides energy and water efficiency services to governments, utilities, and corporations throughout Australia
  • Their services include direct customer acquisition, logistics, field service delivery, including mass deployment, and carbon and energy abatement programs
  • Managed the day to day operations of the external field teams, and internal customer service
  • Managed over 250 field staff across 3 States
  • Managed over 100 customer staff in Sydney and the Philippines
  • Implemented and set up the remote contact centre in Philippines, increasing efficiency by 28% and reducing costs by over 70%
  • The field teams installed almost 3 million energy-saving globes and nearly 30,000 water-saving showerheads in Australian homes across NSW, ACT, and SA
  • Renewed 3 contracts during my tenure with the NSW State Government for ongoing energy efficiency programs worth over $50 million.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.

Call Centre Manager - General Manager

eutility services pty ltd
01.2001 - 09.2010
  • Eutility launched in 1979, and is Australia’s leading utility cost management company with a vision of becoming one of Australia’s leading cost management companies
  • The company provides corporate energy and telecommunications cost management solutions to Australian and International companies
  • Duties and responsibilities:
  • Managed a team of energy analysts with a portfolio of both new and existing clients, providing insightful analysis of client accounts in order to make recommendations for energy efficiency and government recommended reporting requirements
  • Increased revenue from $900k to $12 million
  • Headhunted initially to start up and implement a call centre
  • This included business proposal, budgets, recruitment, database design, and scripting
  • Exceeded all the targets in the first 2 years, and was promoted to General Manager
  • Was pivotal in the introduction of “Smart” product, which included a range of online functionality for customers to see, and interact with energy data and costs in “real time”
  • Managed the process for the offices to become a 90% paperless environment
  • Personally managed top 50 accounts with utility expenditure, in excess of $100 million
  • Exceeded all KPI’s and budgets every year
  • Designed and implemented new analysis reports for customers.
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.

Education

Diploma of Massage

Evolve College

Nutrition

Vast Fitness Academy
2021

High School Diploma -

Parafield Gardens High
Adelaide
1992

Skills

  • Knowledge, skills & Abilities
  • Computer literate – MS Office; Word, Excel, and Google Suite, Mailchimp, Outlook (Advanced)
  • Data entry
  • Conflict and complaint resolution, and strong problem-solving skills
  • Organised and managed staff to achieve business goals
  • Attune with legislative requirements
  • Personal attributes
  • Excellent time management skills
  • Ability to stay calm and focussed during busy and demanding times
  • Outbound Sales - Sales Reporting
  • Client Consultation
  • Ability to work self independant

Affiliations

A hardworking, self-motivated and disciplined Management professional with extensive experience in the property, and operations management field. Whilst having experience in ensuring businesses run efficiently and effectively, I have a proven track record of being a natural leader, who excels at using proven methods and technology to successfully cut costs, streamline operations, and increase productivity. I am now looking for a new opportunity, that would help me leverage my previous experience, broaden my existing skill-set, and further challenge myself in a new environment.

Additional Information

  • Qualifications , Full NSW Real Estate License (won award for Top Auctioneer) 2013 REET Real Estate Training, New South Wales LICENSES Property, Stock and Business Agents Act 2002 – License No: 20062678
  • Certified Nutritional Consultant & Wellness Coach

Timeline

Property & Administration Manager

Rivacre Investments Pty Ltd
03.2013 - Current

Real Estate Sales Agent

Ray White Pennant Hills
01.2013 - 01.2014

Call Centre & Operations Manager

FieldForce Services
11.2011 - 03.2013

Call Centre Manager - General Manager

eutility services pty ltd
01.2001 - 09.2010

National Call Centre Manager, Outbound Sales

Big Colour Pages Pty Ltd
03.1990 - 12.2000

Diploma of Massage

Evolve College

Nutrition

Vast Fitness Academy

High School Diploma -

Parafield Gardens High

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