Phillippa Bates
Leichhardt,QLD
Summary
I am a successful Senior Customer Relationship Manager, that has a passion in mentoring staff. I inspire to train and develop staff to assist them in being successful at their role. I have the managerial experience, to successfully accomplish company goals. My motivation, interpersonal, and multitasking abilities adds great value to the team.
Overview
26
26
years of professional experience
Work History
Team Performance Manager
Credit Corp Services
04.2022 - Current
- Conducted regular meetings with employees to discuss performance objectives and expectations.
- Organized team-building events aimed at improving morale among staff members.
- Provided feedback to employees on their performance, progress, and development needs.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Senior Customer Relationship Manager
Credit Corp Services
07.2014 - 04.2022
- Comprehensive skip tracing and negotiation skills
- Vast knowledge in the legal process
- Maintaining computer database
- Providing support not only to my manager but to the team
- Upskilling staff to assist with their progression
- Maintaining high level target performance
- Coaching and developing staff to enhance their skills
Customer Relationship Manager
Credit Corp Services
09.2011 - 07.2014
- Comprehensive skip tracing and negotiation skills
- Maintaining computer database
- Achieving company KPO and KPI expectations
- Studies: Certificate III in finance
Rug Co-Coordinator
All Aces Services
08.2010 - 09.2011
- Answering incoming telephone calls
- Problem solving finding out customer’s needs and wants and providing a solution to solve the problem
- Liaising with insurance companies
- Co-ordinating the rug department
- Maintaining computer databases and information systems
- Studies: Rug cleaning, Upholstery cleaning, carpet cleaning, stain removal, water damage restoration, mould cleaning/rectification and mould inspections.
Customer Service & Office Administration Assistant
Skymesh Pty Ltd
12.2009 - 08.2010
- Providing information on Skymesh products and services
- Taking accurate phone details for request for information kits and broadband applications
- Checking incoming applications forms and contacting customers to clarify missing details
- Maintaining computer databases and information systems
- Data entry of enquiries, preparation and printing form letters
- Maintenance of customer payments and accounts
- Maintaining TINA billing system and computerised customer records, entering client details
- Preparing Australian Broadband Guarantee claims and other general issues.
Senior Rental Sales Agent
Avis at the Brisbane Airport
03.2008 - 12.2009
- Resolved customer complaints and fostered customer retention and loyalty.
- Processed rentals and collected associated payments.
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
- Updated and maintained rental agreement files and documents.
- Answered telephones to assist customers and resolve issues.
- Collected payment by processing credit card transactions.
- Explained policies and reviewed documentation to obtain signatures.
- Advised on options and used upselling techniques to promote optional extras to customers according to specific needs.
- Collected and recorded rental payments and late fees for entry into various financial reports related to forecasting, budgeting, expenditure scheduling and bill paying.
- Responded effectively to customer questions and inquiries and provided information regarding products.
- Delivered exceptional service by greeting customers, taking orders, and filling each accurately.
Hostess
Spotless
02.2006 - 03.2008
- General office duties
- Customer Service
- Greeted guests and gathered information to seat groups or place on waitlist.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Monitored dining area to assess server capacity and estimate wait times.
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
- Cleaned and restocked counter areas, replenished cash drawer, and checked server supplies to facilitate operations.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Resolved customer service and food-related issues to maintain guest satisfaction.
- Arranged place settings with clean tablecloths, napkins, and tableware to prepare for incoming guests.
Attendant
Wilson Parking
08.2005 - 03.2008
- Valet service
- Customer service
- Maintained cleanliness, neatness and organization of customer areas.
- Resolved customer issues to maintain high standards of customer satisfaction.
- Responded to questions about local area and company services.
Supervisor/Restaurant Manager
Kookaburra River Queens
02.2002 - 08.2005
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Performed opening and closing procedures each day.
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.
- Managed daily operations and processes for reservations, budgeting and forecasting.
Counter Hand
SkymeshSkymeshSandwich Bar Wintergarden/ Chermside
02.2000 - 08.2003
- Front counter
- Customer service
- Kept customer and food preparation areas clean and well-organized.
- Completed side tasks by restocking condiments and cleaning refrigerators.
- Recorded customer orders and communicated clearly to confirm each order.
- Maintained neat, well-groomed appearance, impeccable personal hygiene, hair restraint and minimal jewelry to meet company standards.
- Answered customer questions about food preparation, responding to ingredient and allergen concerns.
- Made and served coffee, tea and fountain drinks.
- Promoted food items, beverages and desserts to increase sales.
Accounts Assistance
Rocklea Markets Premium Produce
02.1999 - 01.2000
- Data entry
- General office duties
- Maintained business records by updating customer information.
- Updated financial, customer and business records in company databases.
- Dispersed incoming mail to correct recipients throughout office.
- Monitored office supply use and stock levels and placed replenishment orders.
- Developed organizational filing systems for confidential customer records and reports.
Education
Diploma - Justice Law
Caboolture TAFE
12.2000
High School Diploma -
St Ursula's College
12.1989
Skills
- Customer Service
- Conflict Management
- Decision Making
- CRM Software
- Strategic Thinking
- Process Improvement
- Customer Relationship Management
- Verbal and Written Communication
- Staff Training and Development
- Performance Evaluations
- Relationship Building
- Customer Complaint Resolution
- Operating Procedures and Policies
- Time Management
- Problem-Solving
- Problem Solving
Timeline
Team Performance Manager
Credit Corp Services
04.2022 - Current
Senior Customer Relationship Manager
Credit Corp Services
07.2014 - 04.2022
Customer Relationship Manager
Credit Corp Services
09.2011 - 07.2014
Rug Co-Coordinator
All Aces Services
08.2010 - 09.2011
Customer Service & Office Administration Assistant
Skymesh Pty Ltd
12.2009 - 08.2010
Senior Rental Sales Agent
Avis at the Brisbane Airport
03.2008 - 12.2009
Hostess
Spotless
02.2006 - 03.2008
Attendant
Wilson Parking
08.2005 - 03.2008
Supervisor/Restaurant Manager
Kookaburra River Queens
02.2002 - 08.2005
Counter Hand
SkymeshSkymeshSandwich Bar Wintergarden/ Chermside
02.2000 - 08.2003
Accounts Assistance
Rocklea Markets Premium Produce
02.1999 - 01.2000
Diploma - Justice Law
Caboolture TAFE
High School Diploma -
St Ursula's College
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