Melinda Martin
44 McFarlane Street, South Grafton,NSW
Summary
Knowledgeable and dedicated customer service professional with extensive experience in office administration. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimisation. Articulate, energetic and results-oriented. My communication, people-centric nature, and compassion have afforded me excellent customer service skills.
Overview
23
23
years of professional experience
Work History
Client Service Officer
RetireInvest Grafton
01.2021 - Current
- Manage and order stationery items and printed stationery
- Ensure regulatory requirements are met in terms of documents, practices and procedures
- Prepare Client Annual Review documents for Advisers
- Processing of Client withdrawals and investments
- Processing of Execution Only documents
- Continual management and processing of Client Service Agreements and Fixed Term Agreements with funds
- Processing of documentation from Client reviews to funds and finalisation of review process
- Continual management of Annual Client reviews
- Booking of Client appointments and review appointments
- Processing of Record of Advice documents and file notes as well as other Client file notes as requested by Advisers
- Processing of Hold ROAS and continual monitoring of ROAs being processed by Paraplanner to ensure they are uploaded to Xplan database within time frame
- Manage and complete weekly reports regarding Client Service Agreements to ensure they are all up to date
- Prepare monthly emails for fee for service Clients with review and insurance review offers
- Manage office correspondence and filing
- Assist Advisers with any other requests or assistance they require
- Manage external and offshore staff members with daily tasks
- Completing and management of Xplan daily tasks
- Manage appointment bookings for new business and ensuring Advisers have required documentation for meetings
- Monitoring of monthly revenue reports for the business.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined internal processes for improved efficiency in handling client requests.
- Processing of office mail.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
- Delivered high-quality customer support by efficiently managing multiple priorities while maintaining a positive attitude under pressure situations.
- Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests and ensuring excellent customer service at all times.
Secretary & Registrar
South Services Gunners Soccer Club Inc
01.2018 - 01.2022
- Establish a meeting schedule for General and Executive Committees for the current year
- Provide secretarial support to the committee, including preparing agendas in consultation with the President
- Collect and collate reports from office bearers
- Prepare minutes of all committee and General Meetings of the club, distribute them in accordance with the club’s Constitution and file appropriately
- Collate and arrange for the printing of the annual report
- Prepare a comprehensive report of all activities of the club for presentation to members at the AGM
- Maintain an accurate copy of the Rules and By-Laws of the club
- Maintain registers of members’ details plus life members and sponsors
- Be familiar with the roles of the Club, Competition, governing body and any other body that has governance
- Give advice to the President and committee as required
- Receive all correspondence directed to the club, inform President, react, follow up and distribute to appropriate members
- Ensure all licenses required by the club are current
- Coordinate team reports for club newsletter and email
- Act as the Public Officer of the club
- Complete annual statements as required by the Incorporation's Act
- Maintain sponsorship records
- Notice to Governing body and relevant stakeholders regarding changes to committee members and key contacts
- Coordinate teams and ensure all club players and members are correctly registered.
Customer Service Officer & Collections Assistant
Westlawn Finance Limited
01.2005 - 01.2021
- Ensure excellent customer service to new and existing clients via phone, email and front counter for a range of loan and investments products
- Daily balance of cash tills
- Daily preparation of banking
- Manage and order stationery items and printed stationery for all Westlawn branches
- Relieve Board of Directors Personal Assistant when required and assist with race day and golf day organisation, support new staff members, website and phone system updates
- Coordinate uniforms and orders for all Westlawn staff and branches
- Ensure regulatory requirements are met in terms of documents, practices and procedures
- Assist Collections Manager with weekly arrears reporting and arrears collection for all Westlawn branches and reporting to Board of Directors
- Manage office correspondence and filing
- Assist Lenders with lending documentation and support of Clients
- Produce bi-monthly staff newsletter
- Process monthly statements for loan customers
- Process Green slips for Insurance
- Assist with Insurance enquiries
- Use InDesign software to produce advertising and newsletters.
Retail Assistant
Big W Grafton
01.2001 - 01.2006
- Provide excellent customer service throughout store and checkouts
- Working within Nightfill team.
- Enhanced store appearance through diligent merchandising and regular upkeep of displays.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
Retail Assistant
McDonalds Grafton
01.2003 - 01.2005
- Provide excellent customer service
- Service of food
- Cleanliness of store.
Education
Certificate lll in Education Support -
TAFE NSW
01.2020
WWCC -
Services NSW
01.2017
Diploma of Business Administration - Partially Completed
TAFE NSW
01.2010
Certificate of Achievement InDesign software -
InDesign Software
01.2007
Certificate lV in Business Administration -
TAFE NSW
01.2006
Certificate lll in Business Administration -
TAFE NSW
01.2005
Certificate ll in Business -
TAFE NSW
01.2004
Higher School Certificate -
South Grafton High School
South Grafton, NSW10.2002
Certificate 2 in Retail Operations -
Widebay Tafe QLD
01.2002
School Certificate -
South Grafton High School
South Grafton, NSW11.2000
K – Year 12 -
South Grafton Primary & South Grafton High School
01.2000
Skills
- Compliance Understanding
- Written communication
- Microsoft Office suite proficiency
- Computer literacy
- Multitasking capabilities
- Attention to detail
- Organisational skills
- Telephone skills
- Active listening
- Problem-solving abilities
- Excellent communication
- Customer Service
- Customer Data Confidentiality
attributes
- Open minded
- Positive attitude
- Enjoys challenges
- Willing to learn
- Friendly personality
- Works well independently
personal information
Date of Birth: 15/04/1985
references
- Sandra Cartwright, Senior Financial Planner RetireInvest Pty Ltd, 0408 858 280
- Kate Scurrah Westlawn Collections Manager during time of employment, 0411 348 390
- Jacqui Cookson Personal Reference, 0401 408 990
Timeline
Client Service Officer
RetireInvest Grafton
01.2021 - Current
Secretary & Registrar
South Services Gunners Soccer Club Inc
01.2018 - 01.2022
Customer Service Officer & Collections Assistant
Westlawn Finance Limited
01.2005 - 01.2021
Retail Assistant
McDonalds Grafton
01.2003 - 01.2005
Retail Assistant
Big W Grafton
01.2001 - 01.2006
Certificate lll in Education Support -
TAFE NSW
WWCC -
Services NSW
Diploma of Business Administration - Partially Completed
TAFE NSW
Certificate of Achievement InDesign software -
InDesign Software
Certificate lV in Business Administration -
TAFE NSW
Certificate lll in Business Administration -
TAFE NSW
Certificate ll in Business -
TAFE NSW
Higher School Certificate -
South Grafton High School
Certificate 2 in Retail Operations -
Widebay Tafe QLD
School Certificate -
South Grafton High School
K – Year 12 -
South Grafton Primary & South Grafton High School