Michelle Ralston
Eaton,WA
Summary
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Office Manager
Here 2 Hear Audiology
07.2023 - Current
- Created all of the forms and template reports needed for day to day running of a new business.
- Maintained weekly calender and scheduling of appointments
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Created, maintained and updated filing systems for electronic documents.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
Customer Service Representative
The Demant Group (Hearing Life, Audika)
11.2017 - 07.2023
- Hearing Life re-branded under the name Audika in 2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened and resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls and emails with minimal wait times.
- Responded to customer requests for products, services, repairs and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided training and support to new staff in not only my clinic but also in other clinics across Mandurah and Perth
Customer Service Manager
ACCB Hearing Services
01.2014 - 11.2017
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Controlled accounts payable and receivable
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Optimized workflow processes to maximize efficiency while maintaining unwavering commitment to client satisfaction.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Created policies and procedures for everyday practices
- Kept up to date with training and Office of Hearing Services guidelines.
Customer Care Representative
Connect Hearing Busselton
02.2013 - 09.2013
- Front counter assistance and enquiries
- Answer phones and manage multiple calls
- Appointment book management including programming to targets
- Helping to oversee efficient running of the clinic from an administrative perspective
- Sales of hearing related communication products
- Process mail, deliveries and receiving of goods
- Process pending admin files including outgoing orders and repairs
- Monthly debtors list management
- Reconcile daily EFTPOS and close off cash book
- OHS (Office of Hearing Services) claims.
Site Administrator
Australian Pressure Testing Services (APTS)
02.2011 - 07.2011
- Receive a variety of documents
- Computer entry, document filing
- Use Excel to maintain a variety of spreadsheets and records
- Copy and collate test packs ready to be used on site
- Complete test reports to be sent to clients
- Complete detailed employee timesheets for both head office and the clients
- Maintain stock levels of stationery, office forms and PPE equipment
- Assist the Project Manager and Supervisors on various tasks.
Production Clerk
Wespine Industries
11.2007 - 08.2008
- Receive a variety of documents
- Computer entry, document filing
- Utilize a computer to maintain a variety of records
- Sort through documents and enter data from Production Input sheets collected daily
- Assist the Stock Control in any and all duties
- Use Excel formulas to complete log stock counts daily
- Fill out spreadsheets, keeping record of downtime and production input and outputs.
Education
Completion of Certificate 4 Financial Services -
Bunbury College of TAFE
Bunbury, WA01.2010
Completion of Certificate 3 Financial Services -
Bunbury College of TAFE
Bunbury, WA01.2010
Completion of Level 3 Microsoft Excel Course -
Bunbury College of TAFE
Bunbury, WA01.2008
Certificate of Higher Secondary Studies -
Karratha Senior High School
Karratha, WA01.2001
Skills
- Administration skills
- Knowledge of computer packages incl MS Windows, MS Office, Internet, Email and MYOB Company specific programs including Hearaid, Navision and POS
- Excellent written and verbal communication skills
- Able to train and provide support to staff at various locations
- Able to multi task and apply myself to new concepts
- Experienced in maintaining digital and physical filling systems
- Able to handle counter enquiries in efficient and professional manner
- Excellent negotiation and conflict resolution skills
- High level of independent judgment
- Competent in preparing customer agreements and business documents
- Ability to work under pressure and achieve deadlines whilst demonstrating flexibility
- Supervision & Management skills
- Training and leadership skills
- Providing ongoing support to other managers in various locations
- Maintaining a high level of enthusiasm, honest and ethical conduct and clear communication at all times
- Building relationships with important clients
References
- Carol Furlong, Audiologist and Owner/Operator, Here 2 Hear Australind, (08) 9784 3022, 0423 814 291
- Allison Purvis, Audiometrist and Owner/Operator, Here 2 Hear Australind, (08) 9784 3022, 0404 354 224
- Sebastian Ryan, WA State Manager, Lions Hearing, 0423 132 024
- Rhys Howard, WA State Manager, Amplifon, 0417 042 398
Timeline
Office Manager
Here 2 Hear Audiology
07.2023 - Current
Customer Service Representative
The Demant Group (Hearing Life, Audika)
11.2017 - 07.2023
Customer Service Manager
ACCB Hearing Services
01.2014 - 11.2017
Customer Care Representative
Connect Hearing Busselton
02.2013 - 09.2013
Site Administrator
Australian Pressure Testing Services (APTS)
02.2011 - 07.2011
Production Clerk
Wespine Industries
11.2007 - 08.2008
Completion of Certificate 4 Financial Services -
Bunbury College of TAFE
Completion of Certificate 3 Financial Services -
Bunbury College of TAFE
Completion of Level 3 Microsoft Excel Course -
Bunbury College of TAFE
Certificate of Higher Secondary Studies -
Karratha Senior High School
Similar Profiles
Aaron LealAaron Leal
Office/ Operations Manager at Here 2 Hear AudiologyOffice/ Operations Manager at Here 2 Hear Audiology
Arianna SavineArianna Savine
Office Administrator at Hear Now Audiology & Tinnitus CenterOffice Administrator at Hear Now Audiology & Tinnitus Center
Heather ZehrHeather Zehr
Receptionist Administrator at Hear Gear Hearing Aid CentersReceptionist Administrator at Hear Gear Hearing Aid Centers