Maddy Pentland
North Ryde,NSW
Summary
Dynamic leader with a proven track record at Domayne, enhancing customer experience and operational efficiency. Excelled in business management and data analysis, driving significant improvements in staff development and training. Demonstrated adaptability and communication skills, achieving notable success in team building and problem-solving.
Overview
18
18
years of professional experience
Work History
Guest Relations Executive
Urban Rest
Sydney
05.2024 - Current
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Resolved guest complaints in a professional and courteous manner.
- Supported VIP guests and kept hotel staff apprised of specific requests.
- Input and confirmed reservations for guests.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Analyzed customer feedback to identify areas for improvement in services offered.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Experience Specialist
Nutritics
Work From Home
07.2021 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
- Collected valuable data through surveys and focus groups, leading to actionable insights for company improvements.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
Business and Operations Manager
BBA Group
08.2020 - Current
- Responsible for the Management and Growth of our major client, Hello Fresh
- Implementing company structure, and Human Resource Management
- Day-to Day Operations and Management of a team of 20 Sales Consultants
- Web and Social Media Management and development including building the company website
- Design of Company Training Modules and execution of those
- Recruitment and staff retention
- Setting and Managing expected company KPI's
Polling Officer
Australian Electrol Commission
Sydney
05.2023 - 05.2023
- Developed effective working relationships with other poll workers.
- Assisted disabled voters with special voting devices as needed.
- Verified document authenticity to process license application.
- Managed large groups of people efficiently while ensuring a pleasant experience for all visitors.
- Monitored activities at the polls to prevent any illegal or improper practices.
- Prepared voting area by setting up and organizing voting equipment, ballots and registrations sheets.
Digital and Social Media Manager
Domayne
06.2018 - 08.2020
- Submission and maintenance of online product and promotions
- Oversee Customer Service Management
- Working with the online teams to deliver digital marketing campaigns for example EDM (Email), Facebook and Instagram Organic and Sponsored Posts
- Maintenance of SEO Search Terms
- Gathering an analysing data for reporting
- Metrics include Google Ads, Google Analytics, Facebook Insights & Analytics and reporting through Google Data Studio
- Providing insight and analysis into recent performance, and utilising data to determine potential areas of future improvement
- Management of the marketing calendar ensuring all campaigns are aligned with the business
Product and Marketing Manager
Domayne
04.2017 - 08.2020
- Managing KPI Targets
- Analyzing Data
- OTB Spreadsheet Management
- Promotional Coordination & Design including Sale Brief, Catalogues, Press, In-store promotional material and layout
- Maintaining Supplier relationships including the design and purchase of wholesale product within the Bed Linen and Bathroom Homewares Categories
- Implementing Staff Training and Development events
- Was a key driver in reducing the number of inventory within the category
Proprietor
Domayne
07.2015 - 04.2017
- Recruitment and Staff Retention
- Training and Development of 12-15 Staff
- Administration Tasks i.e., Wages, Rostering, Reporting
- Inventory Management
- Managing KPI Targets for both business and individual Employees
- Merchandising and Layout
Department Manager
Harvey Norman
01.2011 - 07.2015
- Training and Development of 12-15 Staff
- Inventory Management & Ordering
- Merchandising and Layout
- Customer Service
- Retail Sales
2IC
Strandbags
01.2007 - 07.2013
- Rostering & Scheduling
- Inventory Management & Ordering
- Merchandising and Layout
- Customer Service
- Retail Sales
Education
Bachelor of Business (Marketing) -
Torrens University
NSW01.2019
Diploma of Marketing (Digital Media) -
Open Colleges Australia
01.2017
Certificate Three in Business Administration -
Tafe NSW
01.2010
Higher School Certificate -
Lucas Heights Community School
01.2009
Skills
- Business Management
- Data Analysis
- Adaptability
- Communication and Negotiation
- Time Management
- Ability to work under pressure
- Operations management
- Staff development and training
- Team building and management
- Analytical and Problem Solving Skills
Timeline
Guest Relations Executive
Urban Rest
05.2024 - Current
Polling Officer
Australian Electrol Commission
05.2023 - 05.2023
Customer Experience Specialist
Nutritics
07.2021 - Current
Business and Operations Manager
BBA Group
08.2020 - Current
Digital and Social Media Manager
Domayne
06.2018 - 08.2020
Product and Marketing Manager
Domayne
04.2017 - 08.2020
Proprietor
Domayne
07.2015 - 04.2017
Department Manager
Harvey Norman
01.2011 - 07.2015
2IC
Strandbags
01.2007 - 07.2013
Bachelor of Business (Marketing) -
Torrens University
Diploma of Marketing (Digital Media) -
Open Colleges Australia
Certificate Three in Business Administration -
Tafe NSW
Higher School Certificate -
Lucas Heights Community School
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