Monique Smith
Mount Cotton,QLD
Summary
With a pleasant nature, positive attitude, and strong organizational skills, I am confident in my ability to be a valuable addition to your team. Over the past 10 years, I have gained extensive experience Allianz Credit Operations and acquired various qualifications, continuously developing my skills and knowledge. These experiences have equipped me with expertise that aligns well with the Customer Advisor role. I take pride in my problem-solving abilities and adeptness in handling customers and colleagues with tact and sensitivity. I feel I have demonstrated my ability to identity areas of improvement in implement the change required in the correct process.
Overview
28
28
years of professional experience
Work History
Senior Credit Consultant
Allianz Insurance
09.2019 - Current
- Continuously improved credit department performance by identifying areas for process improvements and implementing necessary changes when invited.
- Wrote and implemented standard operating procedures for credit operations to achieve consistency in unit operations.
- Motivated and encouraged staff to enhance productivity and meet demanding internal and customer targets.
- Exceeded performance targets consistently, contributing to the overall success and growth of the credit collection department.
- Managed a diverse portfolio of accounts, demonstrating adaptability and expertise across multiple industries and client types.
- Provided comprehensive training to new staff members on credit collection processes, policies, and best practices.
- Maintained strong relationships with key stakeholders ensuring open lines of communication at all times.
- Enhanced organizational reputation by maintaining high levels of professionalism with internal and external stakeholders.
Credit Consultant
Allianz Insurance
06.2015 - 09.2019
- Provided exceptional customer service by promptly addressing concerns and resolving unreconciled monies.
- Mentored junior consultants in best practices for credit consulting and customer service, contributing to overall team success.
- Managed a diverse credit portfolio and maintaining consistent communication to meet department KPIs.
- Identified areas for process improvement within the organization, leading to increased efficiency and reduced operational costs.
- Enhanced company reputation with consistent success in recovering outstanding debts from various stakeholders.
- Provided comprehensive training to new staff members on credit processes, policies, and best practices.
Child Care Provider
Self Employed
06.2012 - 02.2018
- Organized engaging activities for children to enhance social and cognitive skills.
- Assisted children with homework, supporting academic growth and understanding.
- Fostered positive relationships with parents through regular progress updates and open communication.
- Enhanced learning experiences with creative play and educational games.
- Prepared nutritious meals and snacks for supporting children's health and well-being.
- Coordinated schedules and ensured timely pick-up and drop-off for children.
- Maintained clean facilities by following sanitation protocols, ensuring a healthy environment for all children.
- Managed behaviour issues effectively using positive reinforcement techniques, fostering a respectful atmosphere within the childcare setting.
Retail Assistant
Wattletree Child
07.2014 - 02.2018
- Managing and developing online store
- Management and merchandising of stock, monitoring inbound/outbound orders and stock control records utilizing point of sale systems
- Customer service and sales
- Development & Management of store social media
- Day to day operations and maintenance of store
- Communications with suppliers
- Liaising with business owners
Retail Assistant
Lily & Percy
05.2013 - 07.2014
- Managing and developing online store
- Management and merchandising of stock, monitoring inbound/outbound orders and stock control records utilizing point of sale systems
- Customer service and sales
- Managing store social media
- Day to day operations and maintenance of store
- Communications with suppliers
- Liaising with business owners
Clarins Cosmetic Counter Manager Second In Charge
Myer Melbourne
11.2010 - 06.2012
- Demonstrate an in depth and up to date knowledge of all products in the Clarins product range
- Set team and individual daily/weekly sales and recruiting targets, communicating this to staff and monitor progress through performance reviews
- Management and merchandising of stock, monitoring inbound/outbound orders and stock control records using spreadsheet programs
- Provision of excellent customer service through listening to and understanding customers needs, then selling the appropriate product to match their needs
- Complete and submit weekly and monthly retail sales reports, daily sales records and daily task sheets using Microsoft Excel
- Develop and maintain a strong client base through management of Customer Service Registry and manage client recalls
- Mentor, motivate and develop staff through appropriate delegation and setting responsibilities, goals and standards
- Develop and maintain a strong relationship with Management, Colleagues and contacts within the business
- Ensure company standards and guidelines are followed by all counter staff
- Consistently achieved the highest monthly counter sales results in Myer Melbourne
- Received multiple recognition awards for exceeding personal sales targets and benchmarks on a regular basis
- Increased Clarins Customer database in Myer Melbourne by 15 percent over a twelve month period
- Acted in the role of Counter Manager for a two month period in which the team achieved its highest rate of sales growth in 24 months
Clarins Promotional Demonstrator / Clarins Beauty Therapist
Trimex Pty Ltd
06.2006 - 11.2010
- Provision of outstanding customer service both face-to-face and via telephone
- Enhance retail sales against ongoing sales targets and benchmarks in order to maximise individual and team performance
- Develop and maintain a strong client base through management of Customer Service Registry
- Provide product information and consultation to customers both at counter and in beauty room
- Preparation of product displays and beauty rooms to ensure the highest standard of presentation
- Received Clarins Promotional Demonstrator of the Year Award 2009 and 2010 for excellence in sales, teamwork, performance and personal presentation
- Acted in role of Counter Manager as required on a regular basis and performed all aspects of the role competently
- Successfully managed a working roster across multiple work locations and developed and maintained relationships with colleagues and department store personnel at each worksite
Customer Service Assistant
Fiorelli Pty Ltd
09.2005 - 02.2007
- Customer service including providing information on products for sale
- Managing stock control and replenishment
- Cash handling and banking
- Maintaining a clean and safe work environment
Pharmacy Assistant
Amcal Pharmacy
09.2001 - 05.2005
- Customer service and assistance using product knowledge
- Management of Kodak Photo Express Department
- Updating of computer-based store records and files
- Stock Orders by Phone, Fax and Email
- Design and management of merchandise displays
- Cash handling and banking
- Home deliveries to customer requirements
Service Assistant
Coles Supermarkets
06.1997 - 09.2001
- Customer service
- Food hygiene and handling
- Maintaining a clean and safe working environment
- Cash handling
- Stock control and replenishment
Education
Certificate IV - Training and Assessment
Holmesglen Institute
11.2010
Diploma - Beauty Therapy
Sheila Baxter Hair and Beauty Training College
05.2006
Certificate II - Retail (Community Pharmacy Operations)
Pharmacy Guild of Australia
01.2002
Higher School Certificate -
Deniliquin High School
Deniliquin, New South Wales01.2000
Skills
- Continuous learning mindset
- Strategic Decision-making
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Adaptability and flexibility
- Team leadership experience
- Debt management
Training
- Clarins Beauty Therapy Qualification - Clarins Pro Facial Training
- Merchandising and Product Display - Pharmacy Guild of Australia
- Innoxa Knowledge Certificate - Innoxa
- Quality Care Staff Member Certification - Quality Care Pharmacy Program
- Dr. LeWinn's Private Formula Product Knowledge Training Course
- Kosmea Product Knowledge Training - Kosmea
- Pharmacy Self Care Assistant Certificate - Pharmaceutical Society of Australia
Accomplishments
- Achieved a reduction on CTP/ Dealer exceptions by half through identifying process guide gaps, effectively helping with process guise updates and training. 2024
- Achieved a reduction on SA CTP WIP from 2000+ to 200 in a space of 6 months with regular review of work flow and stakeholder communications , along with maintaining this result. 2023/2024
- Completed Cloud Up For Her program 2024
- Collaborated with internal stakeholders to development of Unmatched Bank Statement process and implementation. 2020.
Timeline
Senior Credit Consultant
Allianz Insurance
09.2019 - Current
Credit Consultant
Allianz Insurance
06.2015 - 09.2019
Retail Assistant
Wattletree Child
07.2014 - 02.2018
Retail Assistant
Lily & Percy
05.2013 - 07.2014
Child Care Provider
Self Employed
06.2012 - 02.2018
Clarins Cosmetic Counter Manager Second In Charge
Myer Melbourne
11.2010 - 06.2012
Clarins Promotional Demonstrator / Clarins Beauty Therapist
Trimex Pty Ltd
06.2006 - 11.2010
Customer Service Assistant
Fiorelli Pty Ltd
09.2005 - 02.2007
Pharmacy Assistant
Amcal Pharmacy
09.2001 - 05.2005
Service Assistant
Coles Supermarkets
06.1997 - 09.2001
Diploma - Beauty Therapy
Sheila Baxter Hair and Beauty Training College
Certificate II - Retail (Community Pharmacy Operations)
Pharmacy Guild of Australia
Higher School Certificate -
Deniliquin High School
Certificate IV - Training and Assessment
Holmesglen Institute
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