Summary
Overview
Work History
Education
References
Timeline
Generic

Nicole Zrnik

Tahmoor,NSW

Summary

Career Statement
I am a driven and passionate customer experience officer with over 16 years’ experience in the retail services industry. I have demonstrated skills in customer service, sales and acquisition, conflict resolution, problem solving, embedding service improvement initiatives and enhancing operational functionality. I have driven customer experience levels to a new high and have reached sales and service milestones that have been recognised on a state level.
I specialise in customer relations, sales initiatives, innovative thinking and providing solutions to enhance customer experiences.
I have excellent organisational skills, written and verbal communication skills and thrive on working autonomously and in team environments.
I am always looking for ways to improve myself professionally, and am open to new challenges and working in complex environments.
I am seeking an opportunity to progress my career path and develop new skills to enable my success in the future.

Overview

7
7
years of professional experience

Work History

Administrations Clerk

A A Salter Construction Pty Ltd
Tahmoor
07.2023 - Current
  • Prepared invoices for client based on operators jobcards.
  • Operated photocopiers and scanners, facsimile machines and personal computers.
  • Compiled weekly and monthly reports on sales performance, budget expenses and project progress updates.
  • Confirmed attendance, hours worked and pay rates to properly post information in appropriate records.
  • Established employee payroll files and updated existing files with new information.
  • Compiled data from timesheets and other records to determine hours worked and pay rate.
  • Maintained accurate records of all payroll transactions.
  • Tracked vacation accruals and personal leave balances for each employee.
  • Reconciled payroll discrepancies by reviewing time sheets, production charts and wage tables.
  • Performed reconciliation of payroll accounts on a regular basis.

Operations Manager

Maritana Constructions Pty Ltd
Robertson, NSW
01.2022 - 07.2023
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Performed cost analysis for various projects to determine budget requirements.
  • Collaborated with director to ensure timely completion of projects within budget constraints.
  • Communicated company directives and programs to director and ensured all follow-up items were completed accurately and timely.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Confirmed attendance, hours worked and pay rates to properly post information in appropriate records.
  • Analyzed overtime costs against budget projections on a periodic basis.
  • Established employee payroll files and updated existing files with new information.
  • Implemented payroll reconciliation tools to improve report accuracy.
  • Maintained accurate records of all payroll transactions.

Client Experience Manager

Allcare
Wollongong, NSW
02.2021 - 12.2021
  • Visit and assess what elderly clients need in the way of a support worker on a weekly basis. Help client sign up to My Aged Care if required.
  • Maintained detailed records of services performed on clients.
  • Contributed to case reviews of client status and progress.
  • Collaborated with family members to ensure that all elderly clients needs were met.
  • Assisted in developing individualised care plans through My Aged Care for elderly clients.
  • Assisted with activities of daily living such as bathing, grooming, dressing and toileting.
  • Coordinated transportation services for medical appointments.
  • Worked closely with clinical staff to support therapeutic and behavioral plans.
  • Drive elderly clients to shop for groceries, attend doctor appointments and run errands.
  • Performed administrative duties such as filing paperwork, answering phones, scheduling appointments and ordering supplies. Rostering of support workers was also part of my role.

Local Relationship Coordinator

Uniting
South West Sydney, NSW
01.2020 - 01.2021
  • Onboarding new clients for in-home services end to end until their file completion.
  • Warm hand over new clients to their coordinate for their future service needs once on boarding has been completed.
  • Customer engagement, both face to face and over the telephone, including personally attending their private residences to assist in completing paperwork.
  • Building rapport and forming relationships with new clients and stakeholders.
  • Managing a vast customer and stakeholder portfolio
  • Managing challenging customers and stakeholders, conflicting priorities and meeting target KPI’s.
  • Maintaining a professional, yet empathetic demeanor to vulnerable clients and clients who have special needs.
  • Manage incoming and outgoing calls while recording accurate messages.
  • Excellent communication skills, both written and verbal, to cater for all demographics and vulnerable clients.
  • Providing holistic in-home care options to clients in a transparent and clear way that they feel comfortable exploring.
  • Breaking down barriers where clients (or their families) have been disinterested in in-home care, however after having conversations with me openly about our service offerings, have decided to accept our services and have happily maintained them going forward.
  • Scheduling and rostering in-home care for clients on the database and maintaining privacy registers for clients.

Service Advisor/ Stock Controller

Clintons Toyota
Campbelltown/ Gregory Hills, NSW
08.2016 - 01.2020
  • Registering vehicles with NSW Service for demonstrator vehicles.
  • Manage stakeholder relationships with external suppliers such as NSW Service, Toyota Headquarters and other internal business units.
  • Manage a vast portfolio of guest requirements with conflicting priorities.
  • Manage incoming and outgoing calls while recording accurate messages.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Tracked outgoing orders to provide shipping status to guests.
  • Read sales orders to obtain required vehcile and located vehicles in other dealerships or process a new build.
  • Monitored vehicle levels to ensure adequate supply for guest requirements.
  • Worked closely with sales team to provide information regarding product availability and due dates.
  • Developed effective relationships with suppliers to ensure timely delivery of vehicles.
  • Book trucks for pick up and drop offs of swapped vehicles.
  • Do monthly builds to ensure adequate levels of stock are maintained.

Education

High School Diploma -

Ingleburn High School
Ingleburn, NSW
12-1997

References

References available upon request.

Timeline

Administrations Clerk

A A Salter Construction Pty Ltd
07.2023 - Current

Operations Manager

Maritana Constructions Pty Ltd
01.2022 - 07.2023

Client Experience Manager

Allcare
02.2021 - 12.2021

Local Relationship Coordinator

Uniting
01.2020 - 01.2021

Service Advisor/ Stock Controller

Clintons Toyota
08.2016 - 01.2020

High School Diploma -

Ingleburn High School

Similar Profiles

CREATE PROFILE
Nicole Zrnik