Noreen Pratap

• Built strong relationships with General Managers, OHS Managers, and Environmental Managers across multiple industries, building rapport and aligning solutions to organisational priorities.
• Managed end-to-end engagement process, from initial contact through to tailored compliance solutions and follow-ups.
• Conducted research and needs assessments to identify workplace compliance gaps and recommend appropriate environmental training and spill response services.
• Facilitated agreements and long-term partnerships, ensuring sustainable compliance support for clients.
• Collaborated with trainers, operations, and marketing teams to design and deliver customised compliance programs that both regulatory requirements and client objective.
• Prospected and secured large-scale contracts across manufacturing, logistics, and mining sectors.
• Skilled at working independently and collaboratively in a team environment.

• Supported clients through the end-to-end property journey, from initial appraisal to settlement, ensuring clear communication and guidance at every stage.
• Built trusted relationships with clients, helping them navigate major life decisions with professionalism, empathy, and transparency.
• Conducted market research and needs assessments to provide tailored advice on pricing, positioning, and investment options.
• Coordinated property campaigns across multiple channels (online, print, staging, and photography), ensuring strong presentation and client satisfaction.
• Prepared and managed all legal and compliance documentation, maintaining accuracy and adherence to industry standards.
• Facilitated inspections, negotiations, and due diligence, advocating for clients to achieve positive and fair outcomes.
• Established and maintained long-term client connections, generating repeat and referral business through relationship management.
• Partnered with developers, vendors, and professional stakeholders (brokers, solicitors, conveyancers) to streamline processes and support client goals.
• Engaged with local networks and community groups to build visibility, strengthen connections, and expand outreach.
• Negotiated sale prices up to $150K above asking price at auctions, consistently exceeding vendor expectations.
  Maintained a 100% 5-star client satisfaction rating by delivering exceptional service and building long-term relationships.
  Secured an exclusive listing for a residential complex generating over $4M in sales, strengthening agency presence in a competitive market.

(General Manager - 2018-2020)

• Directed operations of a busy outbound call centre, ensuring smooth daily service delivery and positive client outcomes.
• Oversaw staffing, payroll, and resource allocation, maintaining accuracy, fairness, and accountability across the team.
• Recruited, trained, and supported staff, introducing recognition and engagement initiatives that reduced turnover and created a positive workplace culture.
• Designed and facilitated training workshops on communication, client interaction, and compliance, helping staff develop confidence and skills.
• Coordinated outbound calling campaigns, ensuring staff were aligned with client scripts, call targets, and scheduling requirements.
• Produced regular performance reports for leadership, providing insights into service delivery, client engagement, and team development outcomes.
• Handled escalated client and staff issues with professionalism, ensuring resolution, trust, and service quality.
• Mentored and coached supervisors, building leadership capacity and supporting career progression within the team.
• Transitioned lead generation from cold calling to social media-driven warm leads, significantly improving conversion efficiency.
  Increased call-to-book ratio from 2% (100 calls = 2 bookings) to 80% (10 calls = 8 bookings).
  Improved set-to-seen ratio from 70% to an outstanding 98%, ensuring higher quality appointments and stronger ROI.

(Team Supervisor -2016 - 2018)

• Facilitated daily start-up sessions with motivational activities, team-building exercises, and interactive discussions to boost morale and
• Delivered hands-on coaching and training to improve staff communication, confidence, and client interaction skills.
• Conducted one-on-one mentoring sessions to support professional growth, address performance gaps, and build accountability.
• Monitored client interactions for quality and compliance, ensuring respectful communication and service standards were upheld.
• Provided live support during client calls, helping staff manage challenging conversations and build confidence.
• Offered structured, constructive feedback to encourage continuous improvement and staff development.
• Directed workflow allocation and shift scheduling to ensure optimal staff coverage, seamless operations, and consistent achievement of daily service objectives.

(Confirmation Officer- 2014-2016)

• Conducted quality control calls on all scheduled appointments, ensuring accuracy and compliance with company standards.
• Confirmed client appointments in advance, reducing no-shows and strengthening client meetings.
• Rescheduled or reallocated missed appointments promptly.
• Allocated appointments to field sales agents, optimising scheduling and territory coverage.
• Coordinated with supervisors and staff to support smooth daily operations.
• Performed follow-up calls to gather client feedback, address concerns, and assess outcomes.
• Consistently achieved and maintained a 70%+ appointment attendance rate, exceeding company benchmarks.
• Compiled weekly reports for senior management with insights on scheduling efficiency, client engagement, and outcomes.