Natasha Furlong
Melbourne,Australia
Summary
Accomplished National Customer Services Manager with extensive experience at ASSA ABLOY, recognized for driving operational efficiency and elevating customer satisfaction. Proficient in cross-departmental collaboration and technical strategies, achieving significant reductions in staff turnover and enhancements in service delivery. Committed to leveraging industry expertise to foster a customer-centric environment.
Overview
31
31
years of professional experience
1
1
Certification
Work History
National Customer Services Manager
ASSA ABLOY Australia
11.2022 - Current
- Lead a national customer service operation across Australia, including frontline support, technical assistance, warranty services, credits, and e-business teams
- Drive service excellence, resolve escalated issues, and implement strategies to enhance customer satisfaction and team performance
- Manage a team of service professionals, ensuring optimal customer experience and resolution of complex service escalations
- Collaborate with my senior leadership team to align customer service strategies with organisational goals
- Introduced a training program that enhanced team efficiency, reduced error rates, and supported long-term employee development
- Created, monitored, and evaluated key performance indicators to measure effectiveness of customer service operations
- Contributed to reducing staff turnover by creating a positive, development-focused work environment
- Identified process improvement opportunities through data analysis techniques such as root cause analysis
- Developed training modules and documentation to train staff
Customer Services Manager
ASSA ABLOY New Zealand
03.2018 - 11.2022
- Transformed an underperforming customer service team into a multi-skilled, high-performing team, capable of delivering responsive support across multiple channels
- Standardised service protocols to reduce errors, enhance accuracy, and improve customer consistency
- Achieved significant cost reductions through resource optimisation, process enhancements, and technology integration
- Managed escalated complaints from customers by providing satisfactory solutions in a timely manner
- Developed comprehensive reports on customer service metrics such as response times, resolution rates, abandonment rates
- Established relationships with key stakeholders to ensure effective communication channels were conventional
- Drafted candid emails and letters to respond to customers' queries promptly and accurately
- Coached and provided feedback to staff to improve performance and achieve company objectives
- Recruited and trained employees, fostering customer service mission and objectives
- Analyzed customer feedback and identified areas of improvement
- Prepared and presented customer service reports and metrics to AMG
- Managed customer service budgets and ensured cost-effectiveness
AR Credit Manager
ASSA ABLOY New Zealand
06.2015 - 03.2018
- Managed customer terms, sales agreements, and accounts receivable processes, achieving the lowest Days Sales Outstanding (DSO) globally
- Oversaw invoicing, account reconciliations, and direct debit processing to ensure timely and accurate financial transactions
- Played a key role in annual price adjustments and maintained strong customer relationships regarding financial matters
- Negotiated payment plans with customers to collect overdue payments
- Created strategies for reducing debt exposure and improving profitability
Customer Service Team Coordinator
ASSA ABLOY New Zealand
09.2010 - 06.2015
- Supported the customer service team leader in day-to-day operations, focusing on training, performance monitoring, and service delivery
- Developed strategies to manage peak workloads and staff absences, ensuring uninterrupted service
- Actively mentored team members, resulting in a more motivated and knowledgeable team
- Implemented innovative methods to improve workflow processes within the department
- Monitored the performance of teams and provided guidance for improvement
Customer Service Team Member
ASSA ABLOY New Zealand
06.2006 - 09.2010
- Improved issue resolution times through knowledge-sharing and best practice insights
- Diagnosed and resolved technical issues while maintaining clear, empathetic communication with customers
- Collaborated with other departments to provide timely resolutions for customers
- Performed data entry tasks accurately while adhering to strict deadlines
- Provided excellent customer service to ensure satisfaction and resolve customer inquiries efficiently
Office Administrator - Supply Chain
Morgan & Aickin Ltd
01.1999 - 01.2006
- Enhanced product flow and inventory management, resulting in better stock availability and reduced stockouts
- Processed invoices, payments, and incoming and outgoing mail
- Provided customer service support, responding to enquiries in a timely manner
- Identified operational process inefficiencies to recommend necessary improvements
Credit Controller
Hart Candy Communications
01.1997 - 01.1999
- Managed business debt and credit control processes, ensuring timely recovery of outstanding payments
- Reduced overdue debt through initiative-taking collection strategies and regular follow-ups with clients
- Maintained accurate records of all customer accounts, including contact information, invoices, payments, credit limits, disputes, and account adjustments
- Prepared detailed reports on overdue debts for senior management review
Office Administrator
Otahuhu Business Association
01.1994 - 01.1997
- Provided customer service support, responding to enquiries in a timely manner
- Supported management by taking minutes during meetings, preparing agendas, and distributing meeting materials prior to each session
- Assisted with tasks to facilitate on-site executive support
Education
Business Studies Diploma -
Massey University
Auckland11.2024
Typist Clerical Certificate -
MIT
Auckland01.1994
Skills
- Team Leadership & Development
- Customer-Centric Change Management
- Operational Efficiency & Process Optimisation
- Cross-Departmental Collaboration
- Technical Proficiency
- Conflict Resolution
- Problem-solving abilities
- Time management abilities
- Critical Thinking
- Crisis Management
- Strategic Vision
- Industry expertise
- Call center management
- Service orientation
- Social media monitoring
- Team mentoring
- Customer feedback management
- Feedback delivery
- Sales support
- Workforce planning
- Staff motivation
- Software knowledge
- Customer satisfaction measurement
- Escalated customer support
Certification
- Certificates of Excellence in Strategic Workplace Communication
- Certificates of Excellence in Consumer Behaviour
Personal Information
Driving License: Full driver's license for New Zealand and Australia
References
Available upon request
Workingrights
Full working rights in both New Zealand and Australia
Network
Member of the Senior Management Team since 2020, PNEA Management Development Program 2024, Woman In Leadership Group Coordinator 2024
Affiliations
- Bike riding
- Camping and outdoors
- Family Activities
Languages
English
Professional
References
References available upon request.
Timeline
National Customer Services Manager
ASSA ABLOY Australia
11.2022 - Current
Customer Services Manager
ASSA ABLOY New Zealand
03.2018 - 11.2022
AR Credit Manager
ASSA ABLOY New Zealand
06.2015 - 03.2018
Customer Service Team Coordinator
ASSA ABLOY New Zealand
09.2010 - 06.2015
Customer Service Team Member
ASSA ABLOY New Zealand
06.2006 - 09.2010
Office Administrator - Supply Chain
Morgan & Aickin Ltd
01.1999 - 01.2006
Credit Controller
Hart Candy Communications
01.1997 - 01.1999
Office Administrator
Otahuhu Business Association
01.1994 - 01.1997
Business Studies Diploma -
Massey University
Typist Clerical Certificate -
MIT
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