PAULA HIESLER

I am a dynamic, confident and highly experienced sales specialist, manager and team leader with a proven track record for success. Borrowing from a seasoned background across strategic sales, administrative management, consulting, customer service and team leadership I have experience working within SMEs, global organisations and government sectors. With my versatile skill set, enthusiasm and propensity for detail, I am equipped to flourish in a fast-paced environment and am excited to embrace a new opportunity that will allow me to leverage my multitude of strengths.

• SERVICES AUSTRALIA CONTACT CENTRE TEAM LEADER, AUSTRALIAN FEDERAL GOVERNMENT, 01/2021 to September 2022: Leading, coaching and developing a customer service professionals team of 15 in a dynamic, technologically sophisticated contact centre, Day-to-day management of high volume inbound, outbound and digital service environment, Managing the provision of high quality customer service culture through hands-on implementation of process improvements, coaching and mentoring, Managing human resource and industrial relations issues, safety compliance, finance, audit and operate within the contact centre budget, Implementing performance management and professional development infrastructure to facilitate customer service objectives, Overseeing customer support outcomes within the larger team environment, Planning, organising and prioritising work for the team, Assisting in quality assurance and resolution of escalated customer issues, Ensure customer support requests are actioned in a timely manner within allocated timeframes, 2021 - Approved as a call centre quality call listener, entrusted then to build performance management tactics to better assist the team and elevate outcomes
• INTERNATIONAL CRUISE WHOLESALE TRAVEL CONSULTANT, FLIGHT CENTRE TRAVEL GROUP, 01/2015, 09/2020, Managing, maintaining and growing a range of accounts across all customer segments, Adhering to a range of structured individual and team sales KPIs, Performing detailed product analyses to ensure specialist-level understandings of all offerings and their corresponding travel requirements, Senior strategic sales support and administration, Issuing travel documents in an accurate and timely manner, Invoicing planning and management, Coordinating multiple projects with competing deadlines, Agilely handling issues, complaints and customer service enquiries, Providing technical sales assistance and support to the wider team, Responsible for a range of sales and budget performance reporting duties, Assisted with team development and training activities and opportunities, 2016 - Attended the Flight Centre Global Gathering for High Achievers with my team for the award of Number one Globally for Most Profitable team., 2017 - Attended the Flight Centre Global Gathering for High Achievers with my team for being the Most Productive Infinity Cruise team in Australia., 2018 - Attended the Flight Centre Global Gathering for High Achievers with my team for the awards of number one globally for Most Productive team in Total Sales Value and number one globally for Most Productive team in Total Commission made., Award-winning $2.75 Million consultant
• SENIOR INTERNATIONAL TRAVEL CONSULTANT, FLIGHT CENTRE TRAVEL GROUP, 04/2012, 01/2015, Maximising sales opportunities through high-quality, consultative customer service management, Consistently performing to outlined budgets and KPIs, Overseeing on a team level and actioning on an individual level, the end-to-end administrative duties involving travel planning and invoicing, Ensuring constant development and maintenance of product and industry knowledge, Invoicing planning and management, Following up customer enquires to provide support and foster potential conversion, Coordinating data across multiple systems, Collecting competitive feedback and industry information for reporting, Maintain customer databases and CRM system, Award-winning $1.5 Million Consultant, Award-winning $1.75 Million Consultant
• TEAM LEADER - RETAIL, FLIGHT CENTRE TRAVEL GROUP, 04/2012, 01/2015, Establishing baseline performance benchmarks, KPIs and workplace structure to ensure utmost performance, Implementing clear-cut team infrastructure to streamline communication and increase the opportunity for the team to grow through shared expertise, Facilitating staff training and development around customer service, sales tools and product education, Manage all reconciliation, budgets and reporting requirements, ensuring they are adhered to and completed within the required time frames and as per policies and procedures, Managing staff attendances, rostering and payroll submission duties, Adhering to all WH&S guidelines, policies and procedures, Oversight of all sales and invoicing activity, Supporting the team on a day-to-day basis to continue to master the use of systems and processes at a high standard, Award-winning $1.5 Million Consultant, Award-winning $1.75 Million Consultant, $100K turnaround club - Achieved by turning a business from a loss shop to a profit shop by minimum $100k improvement
• MANAGING DIRECTOR / PARTNER, DMPR PTY LTD, 01/2002, 01/2005, Managing all financial and accounting duties, Facilitating all invoicing, Reconciling accounts and executing journal entries, Preparing monthly and quarterly BAS lodgement, Coordinating projects to ensure timely execution against project deadlines in line with council residential development legislation, Sourcing construction teams, On-site project management and assistance, further ensuring the fulfillment of all relevant site safety protocols and Workplace OH&S., Monitoring the maintenance of company equipment, materials and property, General office administration, Assisting in the building permits and applications processes
• 2IC & CUSTOMER SERVICE OFFICER, WESTPAC BANKING CORPORATION, 07/1998, 10/2002, Providing solution-based consultations with customers to assist them in streamlining their banking, Recommending and up-selling banking products based off a customer's individual needs and financial situation, Providing education and training around emerging banking platforms and technologies, Management of branch cash levels in accordance with RBA requirements on a day-to-day basis, Data entry and admin for all daily transactions, Assisting new and existing customers directly with their in-store banking needs, Assisting the Manager in team coordination and leadership duties, Identifying and exceeding targets for sales opportunities for referral to our sales team, Facilitating team training, Attendee at the yearly Westpac Top Team Conference for high achievement in Sales for the 2001 year

• SERVICES AUSTRALIA CONTACT CENTRE TEAM LEADER, AUSTRALIAN FEDERAL GOVERNMENT, 01/2021, CURRENT, Proficient in full Microsoft Suite - Microsoft Word, Excel, Access, Publisher, PowerPoint on a day-to-day and project level, Highly fluent in the use and management of Galileo, Approved as a call centre quality call listener, Experienced in a multitude of invoice management platforms, most recently Traveltek and more basic experience with MYOB and XERO, Capable in navigating and maintaining a range of CRM platforms, including Salesforce, Strategic sales within a B2B & B2C capacity, Experience leading and coordinating both sales teams and fast-paced contact centres, End-to-end sales pipeline management, Strong aptitude for admin and office management, High-quality account management and relationship cultivation, Sales reporting and administrative duties, Strong utilisation and understanding of functionality of wide range of software systems and platforms, In-depth financial reporting, trend/industry analyses and sales forecasting within small and large business environments, Ability to manage and execute large-scale projects autonomously or within a team environment, Leveraging product/services knowledge to maximise sales opportunity, Providing consistent team training, professional development and performance management, Experience with logistics coordination, Procurement and facilities management, Proven track record as a high-performer in achieving KPIs, Building efficient workflow processes for teams
• INTERNATIONAL TRAVEL CONSULTANT, FLIGHT CENTRE TRAVEL GROUP, 01/2005, 09/2007
• TEAM LEADER, FLIGHT CENTRE TRAVEL GROUP, 09/2007, 04/2012
• SENIOR INTERNATIONAL TRAVEL CONSULTANT, FLIGHT CENTRE TRAVEL GROUP, 04/2012, 01/2015
• MANAGING DIRECTOR / PARTNER, DMPR PTY LTD, 10/2002, 01/2005
• 2IC & CUSTOMER SERVICE OFFICER, WESTPAC BANKING CORPORATION, 07/1998, 10/2002
• BANKING CONSULTANT, WESTPAC BANKING CORPORATION, 02/1988, 07/1998
• INTERNATIONAL CRUISE WHOLESALE TRAVEL CONSULTANT, FLIGHT CENTRE TRAVEL GROUP, 01/2015, 09/2020

REFERENCES AVAILABLE UPON REQUEST

• Slow Walking Holiday. I Have completed the Camino De Santiago Pilgrimage. This commenced in Sain Jean Pied de Port, France and completed in Santiago de Compostela, Spain. A small 800km hike

• Individual Sales Achievement award of $2.75M travel consultant for sales of travel products to my client base
• Achieved a team result of Most Profitable team globally in 2018 within the Flight Centre Travel Group. This saw my team and I travel to the annual Global Gathering in Berlin to receive our award
• Attended the Westpac Top Team Conference in Tasmania in 2002 for achieving top sales in my Role as a Customer service representative