Olivia McKeown
Clayfield
Summary
Highly motivated and enthusiastic professional with 13 years of corporate experience, aiming to challenge and expand knowledge and skills for career progression. Dedicated and customer-focused with a passion for delivering exceptional service and building meaningful client relationships. Forward-thinking team leader skilled in efficiently operating departments to meet goals, boasting a successful background in aligning employees with roles for maximum performance. Proactive and hardworking individual dedicated to continuous operational improvement.
Overview
12
12
years of professional experience
Work History
Service Operations Specialist
Momentus Technologies
01.2023 - Current
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
- Maintained database systems to track and analyze operational data.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Administered and maintained the Kantata Professional Services Automation (PSA) tool, ensuring optimal system performance, user access management, and accurate data integrity to support project and resource management processes.
Services Coordinator
Momentus Technologies
05.2021 - 01.2023
- My role is to provide coordination support to the Professional Services team.
- Ensuring that work was scheduled as per the Project timeline, mapping out project dates, scheduling resources, setting up jobs to ensure the client is billed correctly and managing the budget for this work
- Management of the monthly forecast for the services team and process documentation where necessary
- Project coordination: scheduling, documentation, contract management, project reporting and administration
- Departmental reporting, data management, managing revenue recognition, monthly forecasts, expenses and timesheets
- Departmental file management and documentation, including defining and documenting processes
- Client point of contact for invoicing and utilisation queries
- Production and tracking of estimates and orders for the services teams
- Prepared reports on service performance metrics and key indicators for management review.
- Coordinated and monitored service activities to confirm work met all requirements.
- Created and managed project plans, timelines and budgets.
Retail Franchise Administrator
Tabcorp
07.2020 - 04.2021
- Provided exceptional administrative support to the Franchise, Compliance and State Retail teams whilst effectively managing compliance of obligations under the Franchise Agreement across the Retail Network of approximately 4,000 outlets
- Review and issue formal correspondence in line with the compliance framework and in collaboration with the Incident Management Team
- Schedule and facilitate the renewals of Franchise Agreements and insurance documentation
- Process monthly ABN audits
- Coordinate the distribution of formal correspondence to the Retail Network
- Liaise with relevant stakeholders in an effective manner
- Manage the relevant franchise database systems, predominantly utilising SalesForce.
- Provide support to the Retail Franchise Manager and participate in activities as required
- Ran workshops for my immediate colleagues to promote learning across the team
- Document policies, processes and procedures to highlight inefficiencies and assist in future onboarding
- Optimise and maximise overall business performance to provide a profitable and sustainable lottery business, which is built on enviable brands, exceptional retail standards, optimal distribution and a strong connection to our Retailers and customers
Sales Coordinator
Nightlife Music
01.2019 - 07.2020
- Provided co-ordination and support to the Business Development Manager and Account Manager, and act as a central point of contact for all new and existing activities
- Ensured that all prospects, clients and team members are promptly responded to, organised and cared for.
- Work with the Business Development Manager and Account Manager on daily/weekly activities (including internal and external meetings)
- Achieved and supported sales goals and service targets by cultivating and securing new customer relationships.
- Ensure documentation, including proposals, contracts and customer forms, are generated, quality assured checked and distributed within a reasonable timeframe
- Management of calendar and inbox for both the Business Development Manager and Account Manager
- Submission of travel bookings
- Responsible for capturing phone conversations, emails and onsite meeting notes, dissemination of data and distribution to both internal and external parties
- Ownership of internal CRM data input and maintenance
- Ensuring that the Business Development Manager and Account Manager remains accountable to the policies and procedures and escalating if necessary
- Preparation of sales proposals and contracts, including cover letter and pricing
- Answering incoming sales, customer service and company phones
- Generating invoices for new deals using Quickbooks
- Responsible for foundation CRM training for all new staff from September 2019
- Participated in an internal project to help update, create and document existing and new policies, processes and procedures.
Customer Care Manager
CSG Limited
04.2017 - 01.2019
- Responsible for the deal processing which can range from small orders to large roll outs. This meant that I had to have a high level of attention to detail to ensure orders were processed correctly
- Part of this role required me to become easily adaptable to new processes and responsibilities.
- Processing orders in Salesforce from the sales team, including liaising with finance team, running checks, ensuring contracts are processed correctly, ordering stock with internal procurement and external vendors, and finalising deals from a delivery and invoicing point of view
- Manage client's contracts from a billing and contractual point of view
- Generate manual excel reporting for Tier 1 customers for end of month billing requirements
- Assist with incoming customer and accounts queries
- Data entry responsibilities to ensure system is continually updated with customer's information
- Achieved internal staff award in November 2017
- Was promoted within the same role September 2017 from managing Darwin/Adelaide contracts to Major Tier 1 contracts
- Was asked to work on behalf of CSG during the Gold Coast 2018 Commonwealth Games
Service Coordinator
CSG Limited
05.2015 - 04.2017
- Responsible for the coordination of the Sydney team of technician's and organising their tasks for the day
- Manage all new and recurring jobs, as well as the technician's individual orders and stock levels
- Coordination of a team of technical personnel of 15-20 people
- Worked with the Service Manager and National Service Manager to assist with team management
- Worked with warehouses to ensure orders and technician parts were shipped within a reasonable timeframe
- Achieved internal staff award December 2015
National Administrator
CSG Limited
12.2012 - 05.2015
- My role was to answer and process customer's incoming calls as efficiently as possible
- Process incoming calls from customers and redirect if necessary
- Liaising with internal and external clients to ensure orders were processed within a timely manner
- Respond to incoming emails and redirect if necessary through the correct channels
- Run reports to assist with system clean ups and maintenance
- Calling customers to obtain printer readings
Education
Bachelor of Nursing -
Queensland University of Technology
01.2015
Secondary Education - OP7
The Gap State High School
01.2012
Skills
- Ability to work to tight deadlines
- Teamwork
- Autonomy
- High attention to detail
- Time management
- Microsoft Office Suite
- Strong communication skills
- Strong work ethic
- Operational excellence
- Operations coordination
- Business process mapping
- Service level agreements
Timeline
Service Operations Specialist
Momentus Technologies
01.2023 - Current
Services Coordinator
Momentus Technologies
05.2021 - 01.2023
Retail Franchise Administrator
Tabcorp
07.2020 - 04.2021
Sales Coordinator
Nightlife Music
01.2019 - 07.2020
Customer Care Manager
CSG Limited
04.2017 - 01.2019
Service Coordinator
CSG Limited
05.2015 - 04.2017
National Administrator
CSG Limited
12.2012 - 05.2015
Secondary Education - OP7
The Gap State High School
Bachelor of Nursing -
Queensland University of Technology
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