Nicole Lynch
Pakenham,Australia
Summary
Results-driven management professional with strong focus on team collaboration and achieving goals. Proven track record of effective leadership, operational efficiency, and adaptability in dynamic environments. Skilled in strategic planning, process optimization, and fostering productive team cultures. Known for reliability and flexibility in meeting changing needs.
Overview
23
23
years of professional experience
Work History
Area Manager
Baptcare
02.2017 - Current
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Ensured compliance with all relevant regulations, maintaining detailed records and documentation as required.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
IHC CSS Manager
Baptcare
06.2023 - 11.2024
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
Customer Service Support Lead
Baptcare
03.2019 - 10.2022
- Managed a team of support professionals, fostering teamwork and setting performance goals.
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
- Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Provided technical expertise to resolve complex customer issues and facilitate smooth operations.
- Designed training materials to improve the skills and knowledge of the support team, enhancing overall productivity.
- Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
- Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
- Fostered a culture of ongoing learning within the support department by continually seeking out industry best practices.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Customer Service Support
Baptcare
02.2017 - 03.2019
- Provided exceptional customer service support for customers with specific needs or requests.
- Developed and maintained strong relationships to deliver exceptional customer service support.
- Provided exceptional customer service support during every stage of the export process, from initial inquiries through post-delivery follow-up communications.
- Offered administrative and customer service support to customers.
- Delivered prompt customer service support during critical situations, addressing concerns related to device performance or operation.
- Served as the primary point of contact for all membership inquiries, providing exceptional customer service and support.
- Supported team members during peak hours, working efficiently to reduce wait times and maintain exceptional customer service standards.
Administrative Assistant
Prahan Mission
09.2016 - 02.2017
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Administration Assistant
Villa Maria Catholic Homes
06.2015 - 08.2016
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Increased customer satisfaction by providing timely and professional responses to inquiries via phone, email, or in-person visits.
- Facilitated employee onboarding experience by coordinating orientation sessions and completing necessary paperwork efficiently.
- Executed record filing system to improve document organization and management.
- Reduced administrative workload for supervisors, managing calendar appointments and coordinating meeting logistics.
- Safeguarded private information through meticulous record-keeping practices, adhering to company confidentiality policies at all times.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
Administration Officer
Agency Work
04.2014 - 06.2015
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
Administration Assistant
ANZ
09.2009 - 04.2014
- Reduced errors in documentation by thoroughly proofreading and editing all correspondence and reports before distribution.
- Facilitated smooth office operations by managing inventory of supplies, placing orders as needed, and maintaining organized storage areas.
- Safeguarded sensitive information with strict adherence to confidentiality policies when handling personnel records and confidential documents.
- Managed multiple priorities simultaneously through effective time management practices, ensuring all tasks were completed on schedule while maintaining a high level of accuracy.
- Improved client relations through timely and courteous communication, addressing inquiries, and resolving issues promptly.
- Assisted in financial management tasks such as budgeting, expense reporting, invoice processing, and purchase order creation.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Customer Service Consultant
ANZ Bank
08.2002 - 09.2009
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
Education
Diploma in Business Administration
Chisholm Institute
BerwickCertificate 2 & 3 in Business Administration
Chisholm Institute
Berwick, VICBachelor Science/Teaching (Primary) Degree - Science/Teaching
Deakin University
Melbourne, VICSkills
- Staff management
- Operations management
- Relationship building and management
- Team development
- Staff training and development
- Performance management
- Customer relationship management
- Talent review
- Systems and software expertise
Timeline
IHC CSS Manager
Baptcare
06.2023 - 11.2024
Customer Service Support Lead
Baptcare
03.2019 - 10.2022
Area Manager
Baptcare
02.2017 - Current
Customer Service Support
Baptcare
02.2017 - 03.2019
Administrative Assistant
Prahan Mission
09.2016 - 02.2017
Administration Assistant
Villa Maria Catholic Homes
06.2015 - 08.2016
Administration Officer
Agency Work
04.2014 - 06.2015
Administration Assistant
ANZ
09.2009 - 04.2014
Customer Service Consultant
ANZ Bank
08.2002 - 09.2009
Diploma in Business Administration
Chisholm Institute
Certificate 2 & 3 in Business Administration
Chisholm Institute
Bachelor Science/Teaching (Primary) Degree - Science/Teaching
Deakin University
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