Summary
Overview
Work History
Skills
Timeline
Generic

NANCY BYFIELD

Summary

Results-driven professional with extensive experience in customer service and administration, delivering top-level support to enhance operational efficiency. Proven ability to make informed decisions and resolve issues effectively, contributing to team success. Strong work ethic and initiative foster a productive work environment.

Overview

24
24
years of professional experience

Work History

CUSTOMER SERVICE OFFICER

CLEVERPATCH
BERESFIELD
03.2024 - 10.2024
  • Identified potential opportunities to upsell products or services to customers.
  • Processed payments from customers using point of sale systems.
  • Implemented best practices regarding customer service standards across all channels.
  • Educated customers on products and services offered by the company.
  • Answered customer inquiries via telephone, email and face-to-face contact.
  • Assisted customers with placing orders for products and services.
  • Established trustful relationships with customers through effective communication skills.
  • Performed follow-up calls to ensure customer satisfaction with product and service delivery.
  • Provided excellent customer service by responding to inquiries in a timely and efficient manner.
  • Handled escalated customer complaints and disputes in a professional manner.
  • Answered phone with positive attitude and asked questions to better understand customer needs.
  • Communicated information to customers about product quality, value and style.

CLIENT SERVICES MANAGER

TCM ACCOUNTING
NEWCASTLE
06.2021 - 02.2024
  • Established clear communication channels between customers and internal teams.
  • Ensured compliance with company standards for customer service delivery.
  • Identified potential risks associated with client services operations.
  • Provided technical support to clients regarding product usage and troubleshooting.
  • Managed customer inquiries and complaints in a timely manner.
  • Manage business inbox
  • Ensure tasks are accurate and met in a timely manner
  • Supervise daily operations/workflow to maximise revenue
  • Maintain client information (CRM)
  • ASIC Administration via NowInfinity
  • ATO lodgements
  • ATO correspondence via ATOmate
  • Diary Management for 5 Accountants
  • Implementation of new program and training to staff - ATOmate
  • Planning and arranging business functions
  • Stationery and supplies ordering
  • Account reconciliation and debtor management
  • Client invoicing and management of fixed price agreements via Ignition

CLIENT SERVICES MANAGER

WIZDOM ACCOUNTING
BERESFIELD
03.2020 - 06.2021
  • Client Onboarding
  • Supervise daily operations/workflow to maximise revenue, customer satisfaction and optimal employee productivity
  • Provide services in accordance with established operating procedures and company policies
  • Maintain client files on the CRM, recording client interactions, and other crucial information.
  • Complaint handling, provide appropriate solutions and alternatives within appropriate timeframes, and follow up to achieve resolution.
  • Collaborate with management to implement continuous improvements, and exceed team goals.
  • Diary management for six accountants and general calendar.

CLIENT SERVICES OFFICER

WIZDOM ADVISORY
BERESFIELD
11.2019 - 03.2020
  • Educate clients on account services, and resolve client inquiries regarding statement information and account balances.
  • Maintain accurate record-keeping with proactive attention to client information updates.
  • Coordinate client onboarding meetings to offer expert, individualized service, and boost brand loyalty.
  • Provide knowledgeable service and support for all customer needs.
  • Diary management and appointment reminders.
  • Compile client research, such as life insurance policies, annuities, money market funds, and equity-based mutual funds.
  • Complete rollover forms on behalf of clients, and assist with the opening of managed funds and bank accounts.
  • Periodically manage the reception area during lunch breaks.
  • Arrange travel and accommodation for the director.

CLIENT SERVICES OFFICER

POLITIS INVESTMENT STRATEGIES
WICKHAM
08.2018 - 10.2019
  • Ensured all necessary documentation was completed accurately prior to the commencement of a project with a client.
  • Organised meetings with clients to discuss their requirements and explain services offered.
  • Compiled data for reports on customer satisfaction levels, customer feedback and any customer issues that arose.
  • Provided technical support where needed during implementation projects with clients.
  • Contributed to the development of client service policies and procedures.
  • Processed payments from customers within agreed terms and conditions.
  • Identified areas for improvement in processes related to delivering client services.
  • Advised clients on best practices regarding use of our products or services.
  • Provided customer service to clients by responding to inquiries and resolving complaints.
  • Assisted in developing client relationships by responding promptly to emails, phone calls and other forms of communication.
  • Maintained accurate records of customer interactions using CRM software.
  • Maintained strong rapport with existing clients and interacted with potential clients.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Mentored junior team members and managed employee relationships.
  • Promoted high customer satisfaction by resolving problems with knowledgeable, and friendly service.

CONSULTANT, MOTOR ASSESSING

NRMA
NEWCASTLE
09.2000 - 06.2018
  • Working within a team, assisting motor assessors with information relevant to all vehicle assessments.
  • Pursued education and training programs to continue professional development.
  • Maintained the front desk and reception area in a neat and organised fashion.
  • Received and distributed mail in a timely manner.
  • Received and screened a high volume of internal and external communications, including email and mail.
  • Maintained accurate records of all claim activities in a centralized database system.
  • Participated in training sessions designed to enhance knowledge of relevant state laws pertaining to insurance policies.
  • Ensured that all payments were made within established time frames outlined in the policy agreement.
  • Collaborated with internal departments such as underwriting and risk management teams to develop best practices for handling claims efficiently.
  • Resolved customer inquiries promptly while ensuring compliance with applicable laws and regulations governing the insurance industry.
  • Provided guidance to customers regarding their coverage options and procedures for filing a claim.
  • Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
  • Reduced loss ratios through fair and prompt processing of claims.
  • Coordinated emergency repair, cleaning companies and contractors to optimize customer claim handling.
  • Input claim information and payments into company database.

EXECUTIVE ASSISTANT

NRMA
NEWCASTLE, NSW
09.2013 - 11.2013
  • Planned travel arrangements for staff.(Flights/hire car/motels).
  • Maintained an up-to-date department organisational chart.
  • Organised files, developed spreadsheets, faxed reports and scanned documents.
  • Received and distributed mail in a timely manner.
  • Maintained and reserved the executive conference room calendar.
  • Managed daily office operations and maintenance of equipment.
  • Organised files, developed spreadsheets and scanned documents.
  • Organised and managed complex calendar of appointments, meetings, and travel arrangements for executive team.
  • Managed all aspects of catering needs for special events hosted by the organisation.
  • Greeted visitors warmly upon arrival at the office premises.
  • Facilitated communication between different departments within the organisation.
  • Monitored incoming emails and responded accordingly in a timely manner.
  • Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
  • Maintained confidential records and files related to executive operations.
  • Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.

Skills

  • Multi-task management
  • Staff motivator
  • Employee training
  • Effective communicator
  • Positive mindset
  • Attention to detail
  • CRM management
  • Complaint resolution
  • Time management
  • Typing speed 60 wpm
  • Professional and courteous

Timeline

CUSTOMER SERVICE OFFICER

CLEVERPATCH
03.2024 - 10.2024

CLIENT SERVICES MANAGER

TCM ACCOUNTING
06.2021 - 02.2024

CLIENT SERVICES MANAGER

WIZDOM ACCOUNTING
03.2020 - 06.2021

CLIENT SERVICES OFFICER

WIZDOM ADVISORY
11.2019 - 03.2020

CLIENT SERVICES OFFICER

POLITIS INVESTMENT STRATEGIES
08.2018 - 10.2019

EXECUTIVE ASSISTANT

NRMA
09.2013 - 11.2013

CONSULTANT, MOTOR ASSESSING

NRMA
09.2000 - 06.2018

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NANCY BYFIELD