Paola Aquino-Pereira
Windsor,QLD
Summary
Client Engagement & Sales Professional with over 17years of combined experience in sales, stakeholder engagement and administration. Demonstrates a strategic approach to enhancing client satisfaction and operational efficiency through sales strategies and attention to detail. Committed to fostering collaborative environments and driving continuous process improvements, leveraging an analytical mindset and communication skills for results-driven outcomes.
Overview
19
19
years of professional experience
Work History
Engagement Partner
Department of Transport and Main Roads
01.2022 - Current
- Cultivate and manage relationships with both internal and external stakeholders to help advance strategic goals.
- Engage in partnerships and collaborations with internal and external stakeholders to gain a comprehensive understanding of the client's portfolio's business environment and strategy.
- Constantly work towards improving work practices, internal processes, and procedures to create a positive engagement experience for all stakeholders.
- Oversee accurate billing and financial records, ensuring timely client service delivery.
- Maintain databases for efficient reporting and informed decision-making.
- Foster a positive workplace culture through proactive contributions and skill development.
Sales/Receptionist
Fitness and Lifestyle Group
06.2005 - Current
- Lead generation and conversion to sales.
- Interface between business and members, consistently fulfilling sales KPI's, including retail stock to achieve monthly team targets.
- Update and maintenance to Client database and general office administration.
- Relationship management with members and answering queries.
- Completion of member contracts in accordance with company policies and government legislation, including negotiating membership packages.
- Debt Collection on membership failed Direct Debits.
Customer Service Officer
Department of Communities, Housing and Digital Economy
07.2017 - 01.2022
- Central point of contact for clients requiring assistance or experiencing problems with the Confirm website.
- Provided first level analysis, response and resolution to enquiries within service performance time constraints.
- Provided quality service delivery to clients in accordance with documented procedures and standards.
- Supported and contributed to projects to streamline customer service processes to foster continuous improvement and development.
- Acted as a Key player in the Notice to Pay Police project resulting in reduced time spent on Police report payments.
- Key player in the Customer Service Centre, considered the escalation point for staff queries.
- Communicated with influence by communicating clearly and effectively in the delivery of quality client service.
- Entrusted with Corporate credit card to use for departmental transactions.
Student Enrolment Advisor/Sales Officer
Australian Institute of Applied Sciences
06.2013 - 04.2017
- Guided students on course selection, driving enrollment growth through informed decisions.
- Resolved student enquiries, achieving high satisfaction and efficient resolutions.
- Provide detailed information about admission process, including details on enrolment criteria, eligibility for various courses, services offered in the Institute, programs available for students seeking financial assistance, and other relevant details about procedures and polices.
- Maintained and update records accurately on a regular basis including enrolments, inquiries, and other administration data.
- Liaised with key stakeholders ensuring information is provided in a timely manner and utilise discretion in the absence of decision makers in resolution of conflict, meeting deadlines, and establishing work priorities.
Education
BCOM - Majors in Marketing and Human Resource Management
Griffith University
Brisbane, QLDPRINCE2
Yellowhouse
Brisbane, QLD07-2024
ITIL 4 Foundations
PeopleCert Holdings
Brisbane, QLD12.2023
Skills
- Sales and Marketing
- Market Research and Analysis
- Negotiation and Contract Management
- Relationship Building
- Leadership
- Customer Service
Accomplishments
CUBIE Award - October 2024
Putting Ideas into Action category - I identified a lack of process for Power Consumption Charges at the Data Centre and collaborated with the Data Centre Director to establish a process for the Stakeholder Engagement team to follow.
GEM Award - December 2022
Received the GEM Award for my outstanding impact in Stakeholder Engagement. My attention to detail and approachable demeanour foster strong communication with both clients and internal teams, enhancing rapport and facilitating discussions. Additionally, my proactive support of the QGRN team by assisting with administrative tasks while maintaining a positive attitude towards all challenges helped me achieve this award.
Languages
Spanish
Native or Bilingual
References
- Mr Brett Gillespie, Business Engagement Manager, Brisbane City Council, 0414 495 350, Brett.Gillespie@brisbane.qld.gov.au, Former Manager
- Mrs Lucia Magaramombe, A/Principal Compliance Consultant, Department of Transport and Main Roads, (07) 3179 1204, Lucia.Magaramombe@chde.qld.gov.au, Former Manager
Timeline
Engagement Partner
Department of Transport and Main Roads
01.2022 - Current
Customer Service Officer
Department of Communities, Housing and Digital Economy
07.2017 - 01.2022
Student Enrolment Advisor/Sales Officer
Australian Institute of Applied Sciences
06.2013 - 04.2017
Sales/Receptionist
Fitness and Lifestyle Group
06.2005 - Current
BCOM - Majors in Marketing and Human Resource Management
Griffith University
PRINCE2
Yellowhouse
ITIL 4 Foundations
PeopleCert Holdings
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