Summary
Overview
Work History
Education
Skills
References
Timeline
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MADALAN XAVIER

Berwick,VIC

Summary

Skilled in building bridges and cementing connections with business accounts to serve needs, strengthen loyalty, and drive competitive growth. Successful at achieving sales objectives with consistency. Service-driven team player with record of providing high-quality support. Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time. Dedicated customer relations professional successful at transforming unhappy individuals into long-term customers by leveraging industry knowledge and exceptional service skills. Bringing top-notch sales, operational and leadership abilities along with strong computer skills and regulatory understanding. Centered on building customer satisfaction and loyalty with high-quality support. Experienced customer relation expert bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

16
16
years of professional experience

Work History

EXECUTIVE ADMINISTRATOR

MERCEDEZ BENZ
04.2021 - Current
  • Attending high volumes of in-bound and out-bound calls, ensure all correspondence are up-to date, responding to email enquires and ensure guests ae treated with respect and empathy.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

GUEST EXPERIENCE MANAGER

Waverley TOYOTA
08.2015 - 03.2021
  • Performing administrative duties in relation to answering telephones, daily banking, generating service reminders using CRM
  • Developing strategy to increase customer retention by routine follow up calls resulting in bookings
  • Address customer concerns gaining customer loyalty by effectively liaising between staff and management by remaining up to date with the organization policies and ensuring accuracy in responding to queries
  • Data Processing of enrolling new client's information on CRM software in a timely manner with accuracy and maintaining data integrity
  • Coordinating with internal departments and assist proactively in generating analytical sales & service reports forecasting retention prospects.

CLIENT EXECUTIVE

Vensys consulting services
08.2011 - 08.2015
  • Administration Support Services: Managed administrative duties for Vensys Victorian regionin relation to phone calls,stationaries, mail, and scanning, printing, stock ordering to ensure the smooth operation of the office management
  • Customer Query Resolution: Resolved 95% of queries by identifying and resolving issues and as a result building strong relationship with the customers
  • Business Documentation: Prepared case study files, budget, sales projection reports and maintained and updated business templates as and when required.

ADMINISTRATOR /PARTNER COORDINATOR

ORACLE SYSTEMS LTD
08.2008 - 07.2010
  • Executive support: Provided support to five senior executives, including diary management, booking overseas travel arrangements, and preparing itineraries, taking minutes, and developing agendas and managing over fifty email and phone enquires a day
  • Customer support: Resolved customer queries daily and attend telephones and web enquiries with high knowledge and understanding of oracle application and products
  • Maintaining database: Effectively maintained the operation of oracle database for partner's membership, renewal and upgrade process maintaining an outstanding level of accuracy.

Education

Diploma in Business Administration -

IOTEN
Sydney, Australia
02.2015

Certificate 1V Frontline Management -

Bawn Training Centre
09.2014

Skills

  • Exceptional communication
  • Accounts Management
  • Problem-Solving
  • Customer-focused
  • Customer Relations
  • Hospitality
  • Customer Satisfaction
  • Brand representation
  • Information Confidentiality
  • Schedule & calendar planning
  • Microsoft outlook,Word and Excel
  • Patience and resilience

References

  • George Stefano, Dealer Principal, Waverley Toyota, 0418890383, georges@waverleytoyota.com.au
  • Tony Maroun, General Manager, Waverley Toyota, 0425802171, tonym@waverleytoyota.com.au

Timeline

EXECUTIVE ADMINISTRATOR

MERCEDEZ BENZ
04.2021 - Current

GUEST EXPERIENCE MANAGER

Waverley TOYOTA
08.2015 - 03.2021

CLIENT EXECUTIVE

Vensys consulting services
08.2011 - 08.2015

ADMINISTRATOR /PARTNER COORDINATOR

ORACLE SYSTEMS LTD
08.2008 - 07.2010

Diploma in Business Administration -

IOTEN

Certificate 1V Frontline Management -

Bawn Training Centre

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MADALAN XAVIER