Summary
Work History
Education
Skills
Accomplishments
Strengths And Abilities
Personal Information
References
References
Timeline
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Michelle Dimov

Fraser Rise,Vic

Summary

Customer-focused Group Account Manager with 11 years of progressive experience executing and directing profitable accounts. Proven developer of loyal client relationships. Accomplished communicator, presenter and listener with client-facing expertise, resulting in mutual, long-range success.

Devoted to giving every customer a positive and memorable experience.

Work History

Group Account Manager

Linfox Armaguard Group
  • Managing a portfolio of 23 customers within Australia and New Zealand
  • Preparing Contracts and extensions for my customer portfolio
  • Assisting with Tenders
  • Preparation of monthly reports as agreed in the contract
  • Investigate and resolve cash discrepancies, service issues, SLA breaches and failures
  • Ensure all contracted service levels are being measured and reported on
  • Facilitate and maintain the public holiday planning schedules
  • Maintaining Rate Cards and CPI
  • Continuously improve process and procedures to ensure operations quality, productively, and effciency are met
  • Ensuring face to face meetings are conducted Monthly
  • Preparing KPI reporting packs and present these to customer monthly
  • Ensuing accurate final invoicing is completed by the billing team
  • Liaise with all aspects of the business to ensure services are done in conjunction with the contractual agreement.

Account Specialist (ANZ)

Linfox Armaguard Group
  • Develop and maintain positive relationships with all stakeholders engaged in services to ANZ
  • Investigate and resolve cash discrepancies, service issues, SLA breaches and failures
  • Ensure all contracted service levels are being measured and reported on
  • Liaise with all aspects of the business to ensure services are done in conjunction with the contractual agreement
  • Daily/Weekly/Monthly monitoring of service levels as agreed in the contract
  • Preparation of client specific daily, weekly and monthly reports as agreed in the contract
  • Maintaining a complete site list and service schedules for ANZ Branches, ATMs & Devices
  • Facilitate and maintain the public holiday planning schedules
  • Continuously improve process and procedures to ensure operations quality, productively, and effciency are met
  • Ensuring face to face meetings are conducted Monthly
  • Preparing KPI reporting packs and present these to customer monthly
  • Where an issue has been escalated around service failures, liaising with operations teams/management and customer service teams/management
  • Ensure Rate Cards are maintained and accurate
  • Ensuing accurate final invoicing is completed by the billing team
  • Ensuring all metrics and KPI’s are met and reporting as directed by management
  • Taking after hours calls.

Customer Service Representative

Linfox Armaguard Group
  • Managing Large amounts of Inbound and Outbound calls in a timely manner
  • Processing and onboarding New Business applications for customers
  • Preparing quotations for customers
  • Keeping records of all Conversations in the Call Center Database
  • Working closely with the Product Team & Account managers
  • Identifying Customer’s needs, Clarify Information, Research every Issue and providing solutions and/or Alternatives to Customers across Australia & NZ
  • Dealing closely with Major Customers
  • Responding to Customers emails to assist with their queries and discrepancies
  • Processing orders via phone and Email.

Receptionist, Customer Service & Sales Assistance

IGC Dorel
  • Meeting Customers Face to Face
  • Managing Inbound Calls and Emails
  • Data Entry, Filling, Archiving
  • Purchasing General Supplies
  • Opening and Closing Factory outlet
  • Balancing end of day Finance
  • Product Inventory
  • Meeting Targets
  • Cash Handling.

Education

Taylors Lakes Secondary
Victoria
11-2008

Skills

  • Relationship Management
  • Customer Service
  • Customer Billing
  • Contract Management
  • Sales Targeting
  • Customer Portfolio Management
  • Strategic Planning
  • Sales Reporting
  • New Business Development
  • Multitasking
  • Profit and revenue-generating strategies
  • Price Schedules
  • Price Structuring
  • Appointment Scheduling
  • Team building
  • Continuous Improvement
  • Excellent Communication
  • Attention to Detail
  • Time management abilities

Accomplishments

  • Having the opportunity to travel to New Zealand to meet customers
  • Recognition Certificates
  • Maintaining a good relationship with customers and staff
  • Making sure all emails that are allocated to me are action by end of day

Strengths And Abilities

  • Extensive Knowledge in Microsoft Dynamics CRM, Microsoft Office, Outlook, Excel
  • Understanding of Contracts
  • Working well under pressure
  • Ability to work in a team environment
  • Exceeded employer and customer expectations
  • Excellent management and organizational skills
  • Experience in working in a busy Inbound-Outbound Call Center

Personal Information

Date of Birth: 10/15/90

References

Available on request

References

References available upon request.

Timeline

Group Account Manager

Linfox Armaguard Group

Account Specialist (ANZ)

Linfox Armaguard Group

Customer Service Representative

Linfox Armaguard Group

Receptionist, Customer Service & Sales Assistance

IGC Dorel

Taylors Lakes Secondary

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Michelle Dimov