Lucy FILIHIAHEKAVA

As well as continuing on with the same tasks mentioned in the position of Engagement Associate, I also;

• Enhanced team productivity by streamlining communication and implementing efficient project/ task management tools to ensure myself and team are meeting deadlines, KPI’s and to ensure tasks/ requests have been completed to the best professional knowledge and standards.
• Optimised departmental processes with implementation of innovative strategies, resulting in improved efficiency and reduced costs to the business and clients.
• Increased customer satisfaction by resolving complex issues, such as invoicing inquiries, office incompatibility/ issues and responded to quarterly member feedback forms to ensure we not only met, but exceeded client expectations.
• Collaborated cross-functionally to develop new virtual-office products, leading to expanded product portfolio for the company.
• Collaborated cross-functionally with business development team to alleviate and improve the centre appearance and layout to attract interest.
• Led training sessions for new employees to ensure smooth integration into company culture and workflow.
• Offered constructive feedback and continuous in-person and virtual training and support to my own team of 2, as well as other teams within the department to ensure the department (city-wide) are displaying consistent and equally matched service standards.
• Communicated availability and organised open/ close and lunch roster for myself and team under my care.
• Ensured all types of leave were accounted for and followed up any missing entries, or missing certificates for sick leave.
• Arranged and conducted centre-closure for Australia Square location.
• Assisted all internal and virtual clients with finding a suitable office, organising removalists and any other relocation services.
• Marketed and sold used/ unused furniture, office supplies and unit materials from the centre to maximise SIR throughout a closure period.

• Proactively managed multiple emails and email groups to ensure effective and efficient operations and requests are met for clients, their guests and team.
• Supported potential clients with understanding our business structure and finding the right service, then connecting them with correct business development department for smooth onboarding process.
• Handled incoming calls for over 150+ different businesses, as well as made outgoing calls for my employer and clients, as instructed, whilst maintaining professional, customer service-led persona.
• Assisted The Executive Centre with cultivating an environment for our clients to succeed by identifying and offering networking opportunities, administration and secretarial support.
• Accommodated companies and their clients with arranging small and large boardroom meetings, catering and events.
• Rectified and troubleshoot small-scale IT issues, such as printer, company user-app, zoom calls, camera/microphone during video call issues and Barco-system issues.
• Consoled and entered daily SIR charges to be invoiced monthly by accounts team.
• Maintained overall centre efficiency and ensuring the company, clients and centre itself are following location and WHS guidelines.
• Arranged and conducted seamless check-in and check-out processes for all clients.
• Developed and maintained third-party vendor relationships to further add value to centre operations and clients experiences.
• Organised all reinstatement and construction works for individual offices, as well as centre itself as required.
• Provided valuable holistic support to all local operations to maximise profitability, efficiency and productivity.

• Processed POS transactions, including checks, cash and credit purchases or refunds.
• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.

• Pick, bag and finalise online shopping orders.
• Orderd transport for products to customer locations within preferred timeframe
• Handled calls to address customer inquiries and concerns.

• Answered incoming calls and redirected calls to different departments.
• Entered customer information into customized computer to document and organize client records.
• Educated customers on product and service details and information.
• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
• Translating for English-only speaking customers.

• Helped customers complete purchases.
• Processed POS transactions, including cash and credit purchases or refunds.
• Reviewed and resolved differences between accounting information and cash drawer.