Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Wishart

Kellyville,NSW

Summary

Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.

Overview

27
27
years of professional experience

Work History

Client Services Manager

BACE Financial Pty Ltd
07.2018 - Current
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
  • Developed new employees and on-going performance assessment of current employees.
  • Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.

Client Service Manager

Merit Planning Inner West
04.2012 - 07.2018
  • Enhanced client satisfaction by addressing concerns and providing timely solutions.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
  • Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
  • Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
  • Coached team members on best practices for exceptional customer service, boosting overall performance levels.
  • Kept accurate records to document customer service actions and discussions.
  • Took ownership of customer issues and followed problems through to resolution.

Project Manager

Commonwealth Bank
01.1999 - 10.2006
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.

Operations Manager

Colonial State Bank
01.1997 - 01.1999
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.

Education

High School Diploma -

Rosary College
Tamworth, NSW

Skills

  • Client Relationships
  • Client Relationship Building
  • Team Development
  • Staff Training
  • Customer Retention
  • Client Education
  • Business Administration
  • Customer Service
  • Professional and Courteous
  • Documentation And Reporting

Timeline

Client Services Manager

BACE Financial Pty Ltd
07.2018 - Current

Client Service Manager

Merit Planning Inner West
04.2012 - 07.2018

Project Manager

Commonwealth Bank
01.1999 - 10.2006

Operations Manager

Colonial State Bank
01.1997 - 01.1999

High School Diploma -

Rosary College

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Melissa Wishart