Rachel Ruiterman
Ballina,NSW
Summary
Result driven Operations & Customer Success Manager with nearly 3 years of expertise in operations management, project management, process optimization, customer success and relationship management. Proven track record of managing large projects, identifying customer needs and implementing strategies that result in increased customer satisfaction and retention. I am a forward-thinking strong team leader skilled at operating departments efficiently to meet goals as well as a problem solver dedicated to streamlining operations to promote organizational efficiency. Enthusiastic and motivated professional with an exceptional ability to collaborate with teams. Seeking a challenging position in a diverse and ambitious company where you are faced with daily challenges and have endless opportunity to develop and grow in my career.
Overview
6
6
years of professional experience
Work History
Operations Coordinator & Customer Success Manager
Balfour Homes
08.2021 - Current
- Project Managed over $100M in contracts and 300+ clients from initial contract signing, through the formal approval and settlement process, until successfully handing over the clients newly built home.
- Streamlined operations by implementing efficient processes and procedures.
- Liaising with multiple different brokers, solicitors, developers and builders on a daily basis to ensure successful client progression.
- Collaborated with sales team to identify opportunities for growth and expansion.
- Boosted productivity by establishing effective communication channels between departments.
- Developed and maintained strong relationships with all clients to ensure maximum client retention and satisfaction throughout the entire process.
- Optimized operational efficiency, coordinating cross-functional teams to achieve project goals.
- Strong focus on time management, ensuring all contractual deadlines are met by all parties involved.
- Contract management including HIA contract reviews with customers prior to signing.
- Continuous problem solving and negotiating finance related issues throughout the formal approval and settlement process.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Handling and resolving any customer complaints during from contract signing through to handover including defect period.
- Motivating and encouraging the sales team to increase productivity and therefore increase sales figures.
- Managing referral and incentive programs.
- Generated reports and communicated results to the directors to provide insights into customer success.
Marketing Assistant
The Balcony Bar & Oyster
09.2019 - 08.2021
- Working closely with the marketing manager contributing to creating fun and on-brand content for social media platforms.
- Updating the website to ensure latest campaigns are live.
- Sending interactive marketing emails to a large data base.
Sales and Events Manager
Sydney Collective
09.2017 - 08.2021
- Managed event enquires from small groups to exclusive buyouts as well as executing and overseeing the events in multiple venues in the northern rivers region.
- Event package creation tailored to each individual event, with a focus on local suppliers, budget, catering, and personal requests.
- Ensuring the customers event vision came to life, creating exceptional customer moments, resulting in multiple repeat events.
- Organized promotional events and interacted with community to increase sales volume.
- Collaborated with headquarters to implement continuous improvements and increase sales.
Event Planner Assistant
Byron Bay Luxury Weddings
01.2019 - 03.2020
- Assisted in the co-ordination, set-up and running of luxury events including weddings and high profile events.
- Exceptional time management and organizational skills in order to ensure the event runs smoothly and efficiently.
- Strong eye for attention to detail making sure every aspect of the event is perfect.
- Managing the immense high pressure and stress when working large events, however always remaining calm and professional.
Divemaster
Byron Bay Dive Centre, Byron Bay
06.2018 - 03.2020
- After partaking in a four-month internship in order to get my Divemaster qualification, I volunteered as a dive guide, running refresher courses, as well as assisting in open water, advanced and rescue courses.
- As a Divemaster you are responsible for the other divers lives, therefore it is vital that you follow procedures with extreme caution and care, otherwise you could put other divers lives at risk.
- Environmentally conscious and promote the reduce use of single use plastic whilst educating students of the dangers of plastic in the ocean
- Organize beach clean-ups to ensure the ocean and our beaches stay clean
Education
Advanced Diploma - Marketing
Envirotech
Byron Bay 01.2021
Bachelor of Science - Marketing
Newcastle University
Newcastle, UK07.2016
Diploma - Business Management
Bishop Burton College
Beverley, UK07.2012
Skills
- Operations Management
- Project Management and organization skills
- Enthusiastic and highly motivated
- Strong communication & interpersonal skills
- Client relationship management & excellent customer Service
- Prioritization and decision-making
- Time management
- Account management & customer retention strategies
- Flexible and adaptive problem solving
- High level of attention to detail and initiative
- Strong grasp of analytics
- Problem Resolution and Escalation
- Data Collection and Reporting
- Event logistic management & scheduling
Accomplishments
- Team leader of a Marketing Consultants group at Newcastle University for Holy Island to put on a creative festival for summer 2015. Included primary and secondary research, research proposal, recommendation to client, business plan, oral presentation, self-assessed report. Won the award for best project report 2015.
- Created a business as part of the Innovation Hub at Envirotech. Starting a ‘Fill it Up' food truck that delivers healthy produce around the Byron Bay region to help reduce food waste and the use of plastic.
Timeline
Operations Coordinator & Customer Success Manager
Balfour Homes
08.2021 - Current
Marketing Assistant
The Balcony Bar & Oyster
09.2019 - 08.2021
Event Planner Assistant
Byron Bay Luxury Weddings
01.2019 - 03.2020
Divemaster
Byron Bay Dive Centre, Byron Bay
06.2018 - 03.2020
Sales and Events Manager
Sydney Collective
09.2017 - 08.2021
Advanced Diploma - Marketing
Envirotech
Bachelor of Science - Marketing
Newcastle University
Diploma - Business Management
Bishop Burton College
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