Megan Fleming

· Provide exceptional customer service to clients and carriers

· Responded proactively and positively to rapid change.

· Managing on a daily basis a high volume of client enquires via phone, email and in person

· Arriving Customers for appointment and running through the onsite processes

· Collaborating with other departments to source information and resolve issues to achieve first point of contact resolution whenever possible

· Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.

· Processing Customer transactions, including payment, amendments, account queries, new account creation and database maintenance

· Ensuring transportation, loading and despatching is completed to Mainroads WA Accredited Mass Management Scheme regulations

· Coordinated customer service team projects, achieving successful on-time completion.

· Participated in team meetings and training sessions to stay informed about product updates and changes.

· Developed customer service policies and procedures to meet and exceed industry service standards.

· Trained new personnel regarding company operations, policies and services.

· Sought ways to improve processes and services provided.

· Cross-trained and provided backup support for organizational leadership.

· Investigated and resolved accounting, service and delivery concerns.

· Maintain accurate stock records and schedules

· Handling high volume paperwork and collaborated with accounting departing to resolve invoicing and shipping problems

· Create and maintain processes for administration operations to improve accuracy and efficiency

· Maintained personnel records and updated internal databases to support document management.

· Maintain Company database updating key information such as vehicle licenses, services, kms

· Provide support to Mechanical staff and Accreditation Manager to ensure all WA Heavy Vehicle requirements are met

· Ensure accurate account invoicing through collaboration with accounting department

· Provide administrative services, including phone and email correspondence, making copies handling incoming and outgoing mail

· Collected, validated, and distributed information to employees.

· Coordinated with human resources department to handle payroll and personnel databases.

· Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.

· Responded to customer calls and emails to answer questions about products and services.

· Investigation of all Transperth Rockingham Depot customer complaints, following up with customers about resolved issues to maintain high standards of customer service.

· Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

· Maintain reporting and performance measures as required by SCT, and Transperth:

· Update SCT Live database – employee & license details

· Liaise with Police IMU & Police requests

· Maintain bus wash scheduling/spreadsheet

· Collaborated with other departments to guarantee customer satisfaction.

· Utilized problem-solving skills to address customer queries and complaints.

· Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

· Answering and directing calls

· FMS – Inputting of customer fuel orders

· Closely monitored accounts to post timely payments and resolve billing discrepancies.

· Positively interacted with all partners, employees and customers using exemplary communication and interpersonal talents.

· Input all relevant transactions and supervised properly within accounting system.

· Developed reports for senior management to outline expenditures, vendor spend and forecasting.

· Recorded deposits, reconciled monthly bank accounts and tracked expenses.

· Matched purchase orders with invoices and recorded necessary information.