Nicole Wicks
Rosebud,VIC
Summary
Client Service Manager with Smart Business Solutions, enhancing client relations and team performance through exceptional communication and strategic service management. Expert in client relationship building and compliance, being a mentor to our team members.
Overview
24
24
years of professional experience
Work History
Client Service Manager
Smart Business Solutions
09.2014 - Current
- Optimized client relations by delivering prompt solutions to inquiries.
- Managing and organising daily calendars for all senior managers, scheduling meetings, appointments and upcoming travel requirements.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement.
- Managed all ASIC compliance for our clients on a regularly basis and updated corporate registers when required.
- Provided support to our administration staff with the overflow of taking calls, handling clients inquiries and actioning these in a timely manner
- Collaborated with IT facilities management to address phone, office equipment, and technology issues.
- Handled consistent processing of incoming and outgoing client letters.
- Preparing all documents for annual compliance sign off and ensuring that these are all collated in readiness for the scheduled meeting
- Responsible for our clients ATO lodgement requirement and annual compliance and ensure that we met the due date lodgements each quarter and annually.
- Supported Finance Department with data entry and financial activities.
- Processing Invoices daily via Xero to our clients and other financial documents for approval
- Ensured monthly budgets were accurately reported.
- Guided a team of 15 members to enhance professional development.
Administration Clerk
Suncorp Group
02.2007 - 08.2014
- Managed incoming phone calls in a timely manner
- Created and issued comprehensive insurance policies.
- Processed all claims for clients
- Established and maintained standard office procedures to achieve demanding targets.
- Decreased data entry errors with meticulous attention to detail
- Ensured confidentiality by strictly following data protection protocols.
- Performed regular audits of office supplies inventory, proactively addressing potential shortages or inefficiencies in stock management.
- Managed incoming correspondence, and actioned in a timely manner Processing
- Managed routine banking operations at branch.
Call Center Representative
Commonwealth Bank
02.2001 - 01.2007
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Addressed and resolved customer inquiries swiftly, leading to enhanced satisfaction.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Skills
- Client relationship building
- Excellent communication skills
- Facilitates in training and mentoring within the organisation
- Team Collaboration
- Strong organisational and time management skills
- Strong attention to detail
- Proficient in handling multiple tasks simultaneously while providing support
- Provide support to 15 team members
- Microsoft Office Suite (Outlook, Word, Power Point)
Accomplishments
Recognized as a Finalist for Administration of the year for three consecutive years and awarded Winner in 2018 at the prestigious Accountants Daily Accounting Awards.
References
Nici Glyde -0417 532 172
Vivienne Bethune - 0402 038 264
Danni Klareenbeck -0417 526 699
Timeline
Client Service Manager
Smart Business Solutions
09.2014 - Current
Administration Clerk
Suncorp Group
02.2007 - 08.2014
Call Center Representative
Commonwealth Bank
02.2001 - 01.2007
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