Louise Marland

People-first professional with 15+ years in customer experience, sales leadership, and operations (contact centres, utilities, property), combined with 4+ years as a small-business owner in remedial massage and nutrition. Known for calm, compassionate communication, high empathy, and clear problem‑solving under pressure. Comfortable WFH with modern tools; equally confident face‑to‑face. Seeking flexible, regular work in customer service (remote) or client‑facing consultative roles (e.g., new home sales), while continuing my evening/weekend massage practice.

I’m excited to apply for the [Role Title] at [Company]. I bring a rare blend of high-empathy client care from allied health and hard-won experience leading and improving contact-centre operations. I believe great service is calm, clear and consistent. I’m comfortable working from home with modern tools, or greeting customers face-to-face with warmth and integrity. I’d value the chance to contribute steady, reliable service while continuing my part-time practice after hours.

Flexible hours (school-friendly preferred). Can work evenings for AU customer time zones. Continue massage practice after hours.

Available on request.

• Remote Customer Service / Customer Care Specialist (WFH), Compassionate customer care specialist with a background in health and wellbeing, skilled in high-volume queues, de-escalation, and clear written/verbal communication. Brings 10+ years leading contact-centre teams and 4+ years of hands-on client care as a remedial massage therapist and nutrition coach. Comfortable in CRMs/ticketing, working autonomously, and meeting quality/SLA targets from a home office., 96–98% re-booking & referral rates in private practice through exceptional service and trust., Introduced calmer call-flows and checklists that reduce repeat contacts and improve CSAT., Customer empathy, Active listening, De-escalation, First-contact resolution, Quality & compliance, WFH readiness, Time management, Multi-channel support, Elderly/complex needs
• New Homes / Display Village Sales Consultant, Friendly, informative front-of-house professional who turns curiosity into clarity without pressure. Combines real-estate sales experience with strong listening skills from allied health. Knows how to qualify needs, guide finance and build timelines, handle objections, and keep stakeholders updated through long sales cycles., Converts “just browsing” to qualified appointments through needs-based questions and follow-ups., Keeps meticulous notes and next-step actions, reducing drop-offs between first visit and contract., Consultative sales, Prospecting & follow-up, Objection handling, CRM hygiene, Weekend availability, Compliance, Display presentation, Builder/vendor liaison

• De-escalation & empathy: Calmly support distressed or elderly clients; adapt language to health literacy levels.
• Service with integrity: Relationship-led sales; focus on needs discovery and long-term trust.
• Leadership & ops: Built teams and centres from the ground up; coached for KPIs and quality.
• Process & results: Reduced costs, lifted throughput, and renewed multi-million-dollar contracts through better process.

• Current Team Leader for Nankang Motorsports endurance racing team
• Juniors AFL & Basketball Coach
• Songwriter
• BNational Police Check
• Working with h

• Working with Children Check (WWCC)
• National Police Check (NPC)
• Current First Aid Certific
• I am able to complete any checks and clearances required