Summary
Overview
Work History
Education
Skills
Timeline
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Maria Savvoulidis

Narre Warren,VIC

Summary

I am experienced with office administration, including managing daily operations and ensuring smooth workflows. I utilise organizational and leadership skills to maintain efficiency and support team productivity. I also possess knowledge of office software, scheduling, and resource allocation to drive operational success.

I possess a track record of optimising administrative functions and fostering productive work environment and have a strong focus on teamwork and achieving operational success. I am reliable and adaptable, with skills in office software, scheduling, and resource management to meet changing needs. I have a strong background in managing office operations and enhancing administrative efficiency as well as a proven ability to streamline processes to improve productivity through effective leadership. I have also demonstrated proficiency in team coordination and problem-solving in fast-paced environments. I am skilled in team collaboration, adaptable to changing needs, and reliable. My strengths include administrative management, scheduling, budgeting, and staff coordination as well as effective communication, problem-solving, and organisational skills.

Overview

13
13
years of professional experience

Work History

Office Manager Leader

Maytronics Australia
01.2024 - Current
  • Developed and fostered branch culture in line with business values
  • Managed and met all deliverables based on KPI requirements
  • Answered all enquiries directed to branch and wider national team via direct email, CRM, phone and face to face
  • Ensured orders processed, stock controlled, and processes adhered to
  • Managed stock on hand and stock on back order/s to be less than target
  • Ensured warehouse team performed weekly stock cycle counts with a minimum stock variance of +/- of Company KPI.
  • Managed warehouse KPIs with assistance of the Warehouse Team Leader
  • Maintained warehouse stock levels and requested stock via transfer/s from interstate
  • Requested adjustments of stock to ensure stock level accuracy
  • Processed warehouse stock returns and credits
  • Ensured all shipments were closed and all invoices processed for EOM
  • Maintained all housekeeping across the warehouse and branch to a high standard
  • Safety Audits and Emergency Training completed on time and actions completed within defined timeframes
  • Worked alongside Warehouse Team leader for maintenance schedule to be up to date and equipment servicing
  • Implemented and maintained safety inductions for new team members, contractors and other personnel were undertaken within the required timeframe
  • Co-ordinated Safety System Duties, including ensuring current roles were filled and training up to date
  • Ran daily reports for shipping stock in main warehouse as well as other locations
  • Branch maintenance and coordination maintained with Real Estate and Landlord
  • Ensured all invoices, statements, warranty claims, and other administration completed on time and with required accuracy levels.
  • Set up of new premises, inclusive of stock locations, service area, vendors
  • Ran and participated in yearly company-wide stocktake
  • Streamlined and implemented working procedures for daily operation
  • Present and accessible to team members in branch and wider business
  • Attended and participated in all company-based meetings for strategy, new policy implementation, performance
  • Ensured a safe work environment for health and safety of all staff/visitors
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Lead recruitment for branch in Warehouse and Customer Service
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided all on-boarding and training for new team members in branch – hands on, face to face
  • Co-ordinated and executed move of branch to new location with tasks included and not limited to; cleaning, sign removal, quotes, removalists, trade and internal communications etc
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Facilitated communication between departments, addressing concerns promptly to maintain positive relationships.
  • Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.

Technical Support Supervisor

Maytronics Australia
08.2023 - 01.2024
  • Newly created business unit
  • Trained direct reports to manage escalated technical enquiries
  • Aided internal service team with parts, dealer request/s, escalated technical issue/s etc
  • Supported the dealer network to facilitate the collection of goods with transport to respective Maytronics branches for assessment and service
  • Create and accurately document details of each service request for the service team
  • Supported and mentored direct reports for management of newly created KPIs, coaching and training to develop technical knowledge
  • Managed high volume of calls, emails and cases to successfully meet KPI of 24hour turn around
  • Continued familiarity and use of CRM systems and business best practices
  • Monitored allocation of work to Repair Centres, working with Repair Centre Supervisors and the Area Managers to balance the workload
  • Liaised with the Technical Manager and Area Managers to share knowledge of product failures
  • Worked with the Technical Manager to create and manage Troubleshooting Guides for Technical Support and Customer Care teams
  • Managed the introduction of a designated Technical Support line
  • Implemented workflows and best practice for the resolution of technical enquiries that were unable to be resolved with initial call
  • Supported rollout of broader Service processes nationally

Customer Care Team Leader

Maytronics Australia
12.2019 - 08.2023
  • Leading change and driving strategic objectives related to product ranges and business
  • Resolving escalations/complaints in the best interest of the customer and business – including assessment to approve/reject warranty claims
  • Managing team KPI performance, coaching, training and creating development plans according to strengths/opportunities of individual team members
  • Ensuring new team adhere to a structured onboarding plan new team to establish understanding of business operations, products and work culture
  • Advocating for the team across the wider business by communicating key areas of opportunity and potential growth
  • Delegated responsibilities appropriately among team members based on individual strengths for optimal task completion results.
  • Testing, feedback and implementation of CRM system Salesforce
  • Introduction of a designated Customer Care line
  • Strategic planning to decrease abandoned call rates below business expectations (5% KPI)
  • Communication restructure to streamline customer communications via email and phone, work processes, leads and general troubleshooting

Customer Care Specialist

Maytronics Australia
10.2018 - 12.2019
  • Inbound/outbound calls to/from retail, trade and distribution customers for enquiries and technical support
  • Creation and set up of scripted responses for verbal and written correspondence
  • Responding to emails within the 24-hour SLA using Salesforce and native system
  • Complaint resolution by building strong rapport with all internal and external stakeholders, including customers
  • Responding to customers via public channels using social media and feedback websites
  • Provide support to the Maytronics team, inclusive of overseas subsidiaries
  • Manage and follow up the leads process and enquiries for all products
  • Set up and introduction of a designated Customer Care email inbox
  • Training content created to support troubleshooting for in-market and obsolete products including product specifications, similarities, differences and common service issues
  • Implementation and ongoing maintenance of business reputation via online channels, including ProductReview.com.au and Facebook

Customer Service Manager (Temp)

Blockout Blinds
07.2018 - 09.2018
  • Managed escalations via phone and email according to customer expectations
  • Consulted with all stakeholders, including suppliers and manufacturers, to ensure customer resolution
  • Streamline existing processes and improving customer experience
  • Managed team performance and adherence to SLAs in alignment to business requirements
  • Use of SAP CRM system and internal system resources to achieve workload
  • Isolated areas of opportunity to discuss change strategies in the improvement of customer service
  • Facilitated meetings with management, internal departments, and Customer Service team
  • Resource maintenance for the team with current business processes
  • Coaching and development – 1:1 sessions and performance plans
  • Supported structure implementation across the business to enable customer experience management
  • Streamlined existing processes to navigate and reach best outcomes
  • Arranged facilitated workshops for team to identify priorities and how to manage

Quality Assurance Analyst/Team Leader

Teleperformance
03.2016 - 06.2018
  • Ensured accuracy and privacy of customer information
  • Adhered to all compliance measures and processes set by the client
  • Located and assessed different call types – targeted calls based on top call drivers and random
  • Provided 1:1 coaching with documented plans and progress
  • Reported findings and written feedback for to senior management and team leaders
  • Kept up to date, clear, well documented records of day-to-day achievements and monthly targets
  • Advocated for the team by participating in internal and client calibration and discussion
  • Data reporting daily/weekly for client and follow up of results
  • Provided training and support to new and existing members of QA and wider team
  • Managed sessions with internal teams to discuss and implement change strategies for key areas requiring improvement
  • Facilitated onboarding and ongoing training for the Quality Assurance Team
  • Process development, implementation, and improvement to meet requirements of the client

Escalated Complaints Gatekeeper (CRG)

Telstra
08.2012 - 11.2015
  • Managed online portal to review and allocate complaints from Telecommunication Industry Ombudsman
  • Ensured complaints did not escalate to prevent financial impact to business
  • Adhered to daily targets and ensure that all key responsibilities are met and completed
  • Provided support to immediate Gatekeeping team, wider Escalated Complaints team, and other business units
  • Liaised with all key internal stakeholders across all levels of the business for preventative planning
  • Facilitated training to up skill teams in new processes and systems
  • Provided data reporting relating to case manager capacity, targets and productivity
  • Adherence to SLAs and KPIs as required by the business
  • Project Management with stakeholder liaison and involvement as required

Customer Quality Evaluator/Gatekeeper – Business

Telstra
08.2012 - 11.2015
  • Complaints Case Manager – investigate, discuss and resolve Telstra Business complaints
  • Resolved complaints using CRM systems through product knowledge
  • Call Observations and provide relevant feedback
  • Liaised with internal teams for product expertise and resolution support
  • Maintained high level of customer service to achieve positive resolutions and restore customer advocacy
  • Liaised with Telstra Business Call Centres to improve and introduce new processes in Australia and Philippines
  • Adherence to SLAs and KPIs as required by the business
  • Shared data reports with key stakeholders
  • Created training plans and facilitated training
  • Assigned workload to ensure efficiency and timely outcomes
  • Built professional networks amongst internal stakeholders

Education

High School Diploma -

Caulfield Grammar School
11-2003

Skills

  • Driving team performance
  • Team coaching and performance planning
  • Maintenance of strategic objectives
  • Change management
  • Structuring workflows, resources and daily operations
  • Well organized and flexible with workload priorities
  • High attention to detail
  • Effective task prioritisation
  • Networking in a professional environment
  • Certificate IV in Workplace Training and Assessment
  • First Aid and CPR certificate
  • Customer service
  • Office management
  • Organisational skills
  • Office administration
  • Data entry
  • Customer relations
  • Clear oral/written communication
  • Administrative support

Timeline

Office Manager Leader

Maytronics Australia
01.2024 - Current

Technical Support Supervisor

Maytronics Australia
08.2023 - 01.2024

Customer Care Team Leader

Maytronics Australia
12.2019 - 08.2023

Customer Care Specialist

Maytronics Australia
10.2018 - 12.2019

Customer Service Manager (Temp)

Blockout Blinds
07.2018 - 09.2018

Quality Assurance Analyst/Team Leader

Teleperformance
03.2016 - 06.2018

Escalated Complaints Gatekeeper (CRG)

Telstra
08.2012 - 11.2015

Customer Quality Evaluator/Gatekeeper – Business

Telstra
08.2012 - 11.2015

High School Diploma -

Caulfield Grammar School

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Maria Savvoulidis