Summary
Overview
Work History
Skills
Timeline
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Monica Axford

Wynnum,West

Summary

  • Open Driver’s License Career Objective
  • Working in a team environment with high values and work ethics, I am highly skilled in organisation and fully competent to work autonomously.
  • I am looking for an opportunity to make the best of my potential and contribute to the organisation's growth. I am seeking a position within a company where I can launch my career and build a valuable skill set within a role in customer service and administration work. Ideally, I want to grow with a company and contribute to representing the valued brand name. Strong time management with an ability to coordinate several priorities at any one time with a calm and professional approach
  • Strong work ethic and highly motivated
  • Ability to work well in a team environment Achievements: Manage
  • Strong attention to details while managing high volume of inbound calls and external queries
  • Adaptability and willingness to learn new systems and processes
  • Proven ability to manage multiple tasks at once in a busy and diverse environment
  • Efficient time and organisational management skills with the ability to work in a close team environment
  • Have the ability to develop relationships with clients and high stake holders

Overview

22
22
years of professional experience

Work History

Emergency Response Building Co-ordinator

Rizon Building Pty Ltd
06.2021 - 12.2022
  • Aims: The Emergency Response Coordinator is responsible for the facilitation of make safe repairs by liaising directly with all relevant stakeholders to ensure the process runs smoothly in accordance with all relevant policies and procedures., Handling Make Safe request for new job requests
  • Coordinate with Trade contractors and arrange Make Safe Repairs
  • Communicate with Insurance companies seeking approvals
  • Respond to client/customer/trade related queries (inbound phone calls/emails)
  • Gather required information from trade contractors (outbound calls)
  • Data entry – updating file notes, internal and external systems
  • Continually strive to exceed KPI’s
  • Operate within the company’s established Health, Safety & Quality Management policies and procedures

Komatsu
06.2018 - 12.2020

Administration & Logistics Officer

UR Driving School
03.2014 - 06.2018
  • Manage end to end delivery of service to customers in an efficient and cost effective manner
  • Full financial control of Drive School P&L
  • Provide leadership through consistent communication of business objectives and operational needs
  • Manage and control all aspects of social media
  • Establish and maintain effective relationships with relevant internal and external stakeholders
  • Ensure employees and contractors in all workplaces implement OHS policies and procedures
  • Manage Drive School operational services within agreed budgets
  • Ensure continuous-improvement thinking is applied to all facets of business operations
  • Plan and implement changes to contractual obligations, in-line with the Code of Conduct
  • Manage phone systems & daily operations of online bookings
  • Reconciliations of accounts
  • Manage Bulk Bookings with QTMR

Customer Service Roadside Assistance Care Consultant

RACV Pty Ltd
04.1999 - 03.2013
  • Ensure all calls for assistance and related services are processed promptly and efficiently with all necessary information obtained and accurately recorded with the appropriate service initiated
  • Ensure that members’ requirements are dealt with from the beginning to end
  • Map out members travel schedule and provide appropriate benefits; I.E
  • Accommodation, rental car, interstate towing, flights
  • Contribute to the Assistance Centre’s successful performance through participation in the establishment and achievement of team targets, suggesting improvement initiatives, participating in team meeting, supporting and assisting other team members where appropriate
  • Discretion in provision of a service to which the customer does not have entitlement
  • Meet and excel KPI’s bench mark
  • Working within corporate policies and procedures
  • Additional Responsibilities:
  • Taking on the Accounts payable role
  • Reconciliation of accounts
  • Handling inquiries to accounts and negotiating rates to vendors
  • Follow up complaints with the complaints department and management
  • Top up payments manually via cheque
  • Liaising with other departments to source information and achieve first call resolution
  • Investigating system errors and dealing with discrepancies
  • Negotiate fees with third party vendors
  • Achievements:
  • Nationally accredited Cert 3 in Communications
  • Services and Sales I / II
  • Superior and timely service is provided to members while adhering to all operational procedures and quality standards
  • Ability to negotiate complaints in a timely manner, to customer’ satisfaction whilst meeting business needs
  • Liaise effectively to all staff and management, acting as a mediator between staff and management
  • Consultative Committee board member
  • Working autonomously in the Accounts Payable & Accounts Receivable Department due to my eye for detail and accuracy
  • Knowledge of:
  • Accounts payable& receivable administration role

Skills

  • PC Windows environment
  • Good familiarity with RACV products and services
  • AS/ISO9002 Quality Systems
  • SAP & Kronos
  • SKILL SUMMARY
  • Excellent customer service skills
  • Ability to work autonomously with minimum supervision
  • Ability to work as part of a team
  • Excellent written and verbal communication skills
  • Excellent problem solving skills
  • Highly organised
  • Excellent time management skills

Timeline

Emergency Response Building Co-ordinator

Rizon Building Pty Ltd
06.2021 - 12.2022

Komatsu
06.2018 - 12.2020

Administration & Logistics Officer

UR Driving School
03.2014 - 06.2018

Customer Service Roadside Assistance Care Consultant

RACV Pty Ltd
04.1999 - 03.2013

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Monica Axford