Margaret Henderson
Diamond Creek,VIC
Summary
Enthusiastic and dedicated professional with a strong work ethic and commitment to delivering exceptional customer service. Demonstrates maturity and a keen interest in acquiring new skills across diverse environments. Strong social skills, professionalism, and a positive demeanor contribute to being a valuable asset in any team setting. Passionate about achieving results that drive customer satisfaction and foster lasting relationships.
Overview
22
22
years of professional experience
Work History
Operations Management
JSA Glass
11.2018 - Current
- Ensuring the smooth and efficient running of daily operations, including production, supply chains, and quality control
- Developing and implementing business strategies, setting goals and creating business plans to achieve those goals
- Creating and managing budgets, overseeing financial performance, and ensuring the company meets its financial goal
- Hiring, training, and evaluating employees, providing feedback, and motivating staff to improve performance
- Building and maintaining relationships with clients, suppliers, and other stakeholders.
- Tracking and analyzing business data, preparing reports, and assessing overall company performance.
- Identifying and resolving operational and performance issues, and implementing solutions to improve efficiency and productivity.
- Management of all online sales and enquiries generated through the JSA Glass website, Instagram & Facebook
Team Leader
Stellar Asia Pacific
08.2012 - 01.2018
- Lead and manage a team of CSS’s to meet required contractual objectives including sales targets as required
- Maintain a thorough understanding of Simply Energy’s products in order to resolve CSS queries and escalated calls
- Liaise with Simply energy when required to meet contract expectations
- Attend and actively contribute to management meetings to assist in continual improvement
- Provide feedback & suggestion on contract specific needs for continual improvement to immediate manager
- Make management decisions in line with company policies, procedures and other relevant guidelines to ensure consistency
- Complete manager appraisals as required to make recommendations for internal applications
- Conduct monthly performance reviews to maximise performance
- Remotely monitor CSS’s as a coaching tool to measure quality
- Coach by identifying performance gaps and developing and implementing action plans to assist CSS’s in meeting or exceeding requirements
- Deliver CSS’s training when required to achieve centre expectations
- Conduct team meetings on a regular basis to develop and maintain effective team spirit and update CSS’s with relevant company information
- Address CSS performance or behaviour issues in line with the Effective Performance Management policy to ensure CSS’s are meeting requirements
- Responsible for Equal Employment Opportunity as per company policy to ensure effective management
- Responsible for Occupational health and safety as per company policy to ensure effective management
- Mentor Seconded Managers when required to assist in their development
- Support and educate CSS’s in Open Book Management in daily activity to assist in developing and maintain a successful company philosophy
- Prepare and submit reports/ statistics in line with centre requirements to monitor and track individual and team performance
- Manage a floor of up to 80 agents at one time as part of our internal Manager of the Day program
- Simply Energy contract
- My Daily responsibilities working on the Simply energy contract include:
BDM/ Account Manager
Juncture Creative
08.2011 - 08.2012
- B2B Sales
- Client Follow up
- Generating new sales leads
- Implementing customer service processes and procedures
- Minimum of 15 Meetings attended per week
- Running B2B sales presentations to prospective clients
- Diary management
- Account management and follow up
- Managing clients website design complete project
- Experience in, SEO, Search Engine Marketing, Social media and online marketing
- Generate minimum sales of $30,000 per month
- Proofing and editing final copy of clients website
- Attending all client meetings at their place of business
- My daily responsibilities as a BDM/ Account manager include:
Customer Relations Manager
Kymco Australia & NZ
05.2011 - 08.2011
- Fortnightly One on Ones with all staff
- Set up, execution and reporting of all inbound /outbound calling campaigns
- Handle all escalated complaints to Kymco head office
- Allocate and roster all staff to cover operational hours
- Monitor and coordinate staff reporting
- Daily reporting / Administration
- Building systems and processes to grow the business
- Setting up and implementing new marketing campaigns to increase company revenue
- Performance management
- Staff management
- Call assessments
- Ensuring all team members are meeting /exceeding KPI’s
- Call Monitoring
- My daily responsibilities as a Customer Service Manager include:
Consumer Relations Team Leader
Optus Telecommunications
02.2004 - 05.2011
- Preparation of reports
- Responding to customers written complaints
- Allocate and roster all staff to cover operational hours
- Managing high volume calls
- Data input & maintenance
- Liaising with external regulatory bodies
- Managing and resolving all escalated consumer complaints
- Adhering to and achieving daily, weekly and monthly KPI’s
- Processing change orders upon customer request
- I have gained extensive experience in numerous products and departments in my seven years at Optus Telecommunications, making me highly versatile in any corporate environment.
- My daily responsibilities as a Consumer Relations Team Leader included:
Customer Service Officer
United Management Solutions
05.2003 - 02.2004
- Dealing with customers in a proficient and courteous manner
- Managing high volume calls
- Providing customers with accurate and up to date detailed information regarding their credit application
- Completion of customer and company credit checks
- Investigating fraudulent applications
- Sound knowledge of financial guidelines
- Training and development of new employees
- Managing customer complaints
- Adhere to and achieve daily, weekly and monthly KPI’s
- The responsibilities for my role as a Customer Services officer for United Management Solutions included:
Education
VCE 1 & 2 -
Mount St Josephs’ Girls College
Skills
- Highly proficient in all Microsoft Office and Microsoft Access
- Windows and Mac OS operating systems
- Multiple Internal Optus systems
- Kymco internal systems and CRM’s
- Sage ACT Database and Grow Fast Online internal programs
Timeline
Operations Management
JSA Glass
11.2018 - Current
Team Leader
Stellar Asia Pacific
08.2012 - 01.2018
BDM/ Account Manager
Juncture Creative
08.2011 - 08.2012
Customer Relations Manager
Kymco Australia & NZ
05.2011 - 08.2011
Consumer Relations Team Leader
Optus Telecommunications
02.2004 - 05.2011
Customer Service Officer
United Management Solutions
05.2003 - 02.2004
VCE 1 & 2 -
Mount St Josephs’ Girls College