Lucinda Manning
Emerald,VIC
Summary
Strong background in call centres, customer service, business development, and quality assurance. Experienced in developing and maintaining client relationships, driving business growth, and ensuring product quality and customer satisfaction. Skilled in communication, problem-solving, and team collaboration, with a commitment to delivering excellent results.
Overview
8
8
years of professional experience
Work History
BUSINESS DEVELOPMENT MANAGER
HOMESEC BUSINESS FINANCE
04.2023 - 11.2023
- Developed and maintained relationships with clients and brokers from numerous financial companies
- Generated new business with marketing initiatives and strategic plans
- Assisted business owners with finance applications and eligibility assessments
- Administration and coordination of inbound and outbound calls
- Meeting daily KPI's and monthly targets
- Reached out to potential customers via telephone, email, and in-person inquiries
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business
ESS SUPERANNUATION
SMAART Recruitment
06.2022 - 04.2023
- Inbound and Outbound calls for Emergency Services and State Superannuation members
- Responded to member enquiries over the phone and via written correspondence
- Assisted members with queries regarding their contributions, status, benefits and entitlements
- Administration, updates and maintenance of members accounts
- Booked member education and financial planning appointments
- Proficient use of CRM systems
BUPA
ACQUIRE BPO
04.2022 - 06.2022
- Took calls for Bupa members
- Assessed situations and issues and resolved them
- Processed payments for policies
- Answered questions regarding members level of cover and benefits
- Met Daily KPIs
QUALITY ASSURANCE OFFICER
ACQUIRE BPO
09.2021 - 06.2022
- Quality assurance officer on behalf of the Department of Health
- Audited and assessed inbound and outbound calls to and from Victorian citizens in relation to the COVID-19 vaccination program and information lines
- Provided feedback to call centre operators
- Monitored activities to meet compliance regulations
- Enforced compliance with industry regulations, maintaining up-to-date knowledge on relevant guidelines and changes in legislation
- Collaborated with cross-functional teams for timely resolution of quality issues and concerns
CALL CENTRE AGENT
ACQUIRE BPO
01.2021 - 09.2021
- Inbound/outbound calls for various campaigns on behalf of the Department of Health
- Answered questions, secured bookings, risk assessment, customer service
- Proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Worked flexible hours across night, weekend, and holiday shifts
HOSPITALITY ATTENDANT
TWISTED SISTA
01.2020 - 01.2021
- Barista, waiter, cleaning and food preparation, handling and safety
- Point of sale systems, cash handling
- Took enquiries and bookings
- Ensured adherence to safety protocols throughout the restaurant by conducting regular inspections and addressing potential hazards proactively
- Trained new staff members on proper customer service and store policies
ADMINISTRATION ASSISTANT
SEED WORKSHOPS
01.2016 - 01.2021
- Ensured materials and paperwork were ready for in-school wellbeing workshop presentation
- Public speaking – answering questions and engaging in group discussions
- Enquiries and bookings
TEAM MEMBER
THE SHED SKATEPARK
01.2018 - 01.2020
- Data entry
- Supervised skaters and riders
- First Aid administration
- Coordinated and supervised events
- Retail sales
- Kept work areas clean, organized, and safe to promote efficiency and team safety
- Trained new team members by relaying information on company procedures and safety requirements
- Point of sale systems, cash handling
- Booked events
Education
Year 12 VCE -
Swinburne Senior Secondary College
01.2019
Skills
- Relationship building and rapport
- Team Collaboration
- Verbal and written communication
- Key decision making
- Sales expertise
- Data Entry
- Problem Resolution
- Call centre experience
References
References upon request*
Timeline
BUSINESS DEVELOPMENT MANAGER
HOMESEC BUSINESS FINANCE
04.2023 - 11.2023
ESS SUPERANNUATION
SMAART Recruitment
06.2022 - 04.2023
BUPA
ACQUIRE BPO
04.2022 - 06.2022
QUALITY ASSURANCE OFFICER
ACQUIRE BPO
09.2021 - 06.2022
CALL CENTRE AGENT
ACQUIRE BPO
01.2021 - 09.2021
HOSPITALITY ATTENDANT
TWISTED SISTA
01.2020 - 01.2021
TEAM MEMBER
THE SHED SKATEPARK
01.2018 - 01.2020
ADMINISTRATION ASSISTANT
SEED WORKSHOPS
01.2016 - 01.2021
Year 12 VCE -
Swinburne Senior Secondary College
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