Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nathalie Sophia Rojas

Turramurra

Summary

I have over 24 years of customer service experience, working within both Corporate and Government sectors. I am committed to the maintenance of exemplary customer service, and I have strong skills in relationship management, negotiation and interpersonal skills to be able to support any workplace. I am a proven experienced operator in high volume call centres with a sound ability to keep calm under pressure and maintain key capabilities and indicators, I have strong analytical and verbal skills with great attention to detail. I am flexible with an enthusiastic approach and an energetic and positive attitude, my positive and enthusiastic attitude in the workplace has allowed me to engage with people of all diverse backgrounds and cultures. I have a bright and friendly personality well suited to an interactive office environment with a positive outlook on life and willingness to learn.

Overview

24
24
years of professional experience

Work History

Facilities Manager

CBRE – Coca-Cola South Pacific
01.2023 - Current
  • Responsible for the delivery of facilities services of two locations in Australia, Sydney Head office, Sydney Lab and one in New Zealand
  • Manage vendors, contractors and third-party suppliers, for the delivery of Soft and hard services
  • Manage contracts and agreements of service providers and vendors for accurate delivery of services
  • Manage the onboarding and offboarding of associates as per HR policies
  • Manage the security of all sites and assist in the upgrade of the security systems and per business requirements
  • Exercise value for money decisions for cost savings programs
  • Management of projects for the business under the value of $100K as per CBRE service agreement
  • Attend meetings with the client and stakeholders when needed to facilitate support and solutions to the client
  • Member of the HSE committee for business support, such as incident Reporting, Fire drills, and tenant representation with landlord
  • Manage the payment of services on behalf of the client via CBRE inhouse MyBuy system and the Client’s Financial system SAP as required
  • Liaise with Landlord for the delivery of base building services
  • Utilise CBRE SI7 for workorders and to generate additional revenue for business
  • Assisted and collaborated in the office relocation and the implementation of new services
  • Perform building inspections monthly in all locations
  • Implemented and delivered the upgrade of the mobile phone services and participated in the procurement process

Workplace/Facilities Coordinator

CBRE - Okta
09.2021 - 12.2022
  • Support and coordinate activities related to the delivery of workplace experience services for all stakeholders.
  • Manage the production, quality and retention of programs in the company
  • Assist with administration support for all APAC of sites, including coordination of security badges, company materials complying with brand guidelines
  • Workplace on-boarding process, mail and courier services
  • Manage all the office supply services, furniture management, space reset, food services, A/V support and Concierge services and office services as needed
  • Assist the workplace experience team with general administrative support including invoices, travel arrangement, expense reporting, meeting coordination, events, and conferences.
  • Maintain relationships with vendors including insurance and contractual documentation
  • Supervise and manage cleaning services as per the scope
  • Assists in completing the office business continuity plan and maintain a strong relationship with building management for the continuity of services in the office

Facilities Coordination/Reception Services

IREP – International Real Estate Partners - Nokia
05.2019 - 09.2021
  • Manage Reception and facilities coordination for Nokia national office, to be the first point of contact for all VIPs, visitors, and vendors either face to face, email and/or telephone
  • Developed the Nokia Reception Guide and processors for the functionality of reception and the delivery of exceptional customer service
  • Exercise OH&S always, assist with fire drills and evacuation process as a Fire Warden
  • Responsible for the administration of the facilities services in the workplace
  • Manage stationary services, consumables, courier services, cleaning services, meeting room requirements and booking services, catering services, managing the on-boarding process for new starters
  • Manage all service providers by organising invoicing and quotations when required
  • Identify saving initiatives and exercise when possible. develop a strong relationship with all stakeholders in the company to ensure a successful provision of services
  • Support a clean desk policy and encourage the recycling of cardboard, glass, paper, and waste is always, supported by signs, inspections and office notices.

Reception Services

JLL - Lenovo
05.2017 - 05.2019
  • To support and work closely with the facilities coordination team in all areas related to the management of the building, safety and good working order of the services within the building
  • Such as lighting, Aircon system, furnishing of offices, office supplies, parking, security badges, stationary supplies, catering, maintenance of the meeting rooms and equipment such as tablets, projectors, maintain capacity records as required
  • Liaise with the courier company contracted to provide services to the mayor client for the movement of computer equipment throughout Australia, including tracking and delivery issues as they arise
  • Manage the mail and storerooms to ensure that both rooms are never at capacity as the nature of the business requires receiving of stock of computer equipment daily

Customer Service Officer

Office of the Children's Guardian
09.2013 - 04.2016
  • Provide applicants with information regarding the working with child check, industry sectors and the change of processes to obtain the check due to the amendment in legislation as of June 2013
  • Process a high volume of calls assisting applicants completing applications, legislatives queries, schedules, exemptions, IT or systems enquiries
  • Conduct security screening checks in applicants prior to providing private/sensitive information regarding their clearances, via telephone/emails and provide responses in accordance with established policies, procedures, and guidelines
  • Also, liaising with other sections in the Department regarding delays on clearances, possible data errors on applications, or WWC systems issues

Corporate Service Coordinator

Department of Regional Australia, Local Government, Arts & Sport
11.2009 - 08.2013
  • To provide administrative assistance for all areas of the Business Service Branch
  • Managed financial processes such as invoices, payments, procurement, and accruals for the Department purchases, and assist with the delivery of services and requirements in the property and accommodation section
  • Manage the stationary account and deliveries, cab charge account, and plant hire account, for the Department
  • Duties extended to the coordination and necessary screening of phone calls, emails, written mail which were executed in a discreet manner and to demonstrate a sound understanding of the legislation and legal risks relating to records keeping

Facilities Administrator

Centrelink – National Office ACT
12.2007 - 10.2009
  • Provide administrative support to the facilities team the national Support Office (NSO) and all other agencies in Canberra
  • Assist with the management of contracts of all service providers in the NSO
  • Liaise with all service providers and contractors in relation to service level agreements, variations and any additional service provided to the NSO
  • Coordinate the functionality and supply of the audio visual and video equipment in all the meeting rooms
  • Conduct service evaluations and inspections as required and report directly to the Facilities Manager for further action
  • Assist with the management of the concierge desk and coordinate service delivery to Centrelink staff as per policy

Relocation Support Manager

Toll Transitions
07.2001 - 11.2007
  • Management of all removal components for all customers based on the relocation program purchased by the client
  • Liaising with Client Service Officers, customers and transferees regarding service issues and relocation progress and account development
  • Identify service failures and informing all relevant parties for effective and positive resolution
  • Manage and maintaining the tendering process for the allocations of workloads to the removal panel
  • Working in a fast paced and high energy environment with the ability to multi-task and prioritise workload and ensuring all quality processes are followed to minimize errors
  • Resolve any customer issues effectively in an appropriate and timely manner

Education

Certificate of Registration - Property Services Training in Property Management

NREL

Protective Security Clearance -

Federal Government

High School Certificate -

Domremy Collage
Five Dock, NSW

Certificate in Community Welfare -

Sydney TAFE

Working With Children Check Number -

Office of The Children Guardian

Skills

  • Fluent in Spanish
  • Conflict Resolution
  • Good Work Ethic
  • Supervision & Leadership
  • Training & Development
  • Maintenance & Repair
  • Planning & Organizing
  • Teamwork and Collaboration
  • Administration and Reporting
  • Relationship Building
  • Friendly, Positive Attitude
  • Customer Service
  • Microsoft Office
  • Cost Control
  • Onboarding/Offboarding and Orientation
  • Work Planning and Prioritization
  • Technical Proficiency
  • Complex Problem Solving
  • Event Coordination
  • Accounts Payable and Receivable
  • Senior Leadership Support
  • Invoicing and Billing

Timeline

Facilities Manager

CBRE – Coca-Cola South Pacific
01.2023 - Current

Workplace/Facilities Coordinator

CBRE - Okta
09.2021 - 12.2022

Facilities Coordination/Reception Services

IREP – International Real Estate Partners - Nokia
05.2019 - 09.2021

Reception Services

JLL - Lenovo
05.2017 - 05.2019

Customer Service Officer

Office of the Children's Guardian
09.2013 - 04.2016

Corporate Service Coordinator

Department of Regional Australia, Local Government, Arts & Sport
11.2009 - 08.2013

Facilities Administrator

Centrelink – National Office ACT
12.2007 - 10.2009

Relocation Support Manager

Toll Transitions
07.2001 - 11.2007

Protective Security Clearance -

Federal Government

Certificate in Community Welfare -

Sydney TAFE

Working With Children Check Number -

Office of The Children Guardian

Certificate of Registration - Property Services Training in Property Management

NREL

High School Certificate -

Domremy Collage

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Nathalie Sophia Rojas