Raquel Fernandez
Wollert,VIC
Summary
Dynamic professional poised to excel in client delivery management, focusing on optimising client experiences and operational efficiency. Proven track record of leading impactful projects while fostering collaborative team environments that drive success. Recognized for dependability and adaptability, complemented by strong project management and communication skills that enhance stakeholder engagement and project outcomes. Committed to delivering exceptional service and cultivating lasting client relationships through strategic initiatives and innovative solutions.
Overview
30
30
years of professional experience
Work History
Account Manager
Guardtech Pty Ltd
07.2023 - Current
- Developed and maintained strong client relationships to enhance satisfaction and retention.
- Led cross-functional teams to implement solutions that addressed client needs effectively.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular Work-in-Progress (WIP) meetings to track project status and ensure deliverables align with client expectations.
- Facilitated client review sessions to gather feedback, present progress, and strengthen client relationships.
- Oversaw contract management, ensuring compliance with terms, timely renewals, and updates aligned with evolving scopes.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Client Operations Manager
Guardtech Pty Ltd
03.2020 - 07.2023
- Oversaw daily operations, ensuring compliance with company policies and industry regulations.
- Enhanced team performance through ongoing coaching, training, and mentoring of staff members.
- Developed and maintained strong client relationships to enhance satisfaction and retention.
- Improved client satisfaction by proactively addressing operational issues and implementing effective solutions.
- Ensured timely completion of projects by effectively managing resources, delegating tasks, and monitoring progress against established timelines.
- Implemented process improvements that reduced response times and increased service accuracy.
- Collaborated with cross-functional teams to resolve client issues and improve workflow efficiency.
- Developed and implemented strategic initiatives to enhance operational efficiency and productivity.
- Managed and motivated employees to be productive and engaged in work.
Client Delivery Manager
Computershare
04.2012 - 03.2020
- Managed client relationships to ensure satisfaction and retention.
- Overseeing team resourcing requirements and allocations
- Developed delivery strategies that improved service efficiency and response times.
- Undertook forecasting and budgeting within the teams' portfolio
- Managed Internal Incidents and SCNs from investigation to resolution, implementing preventative actions and communicating to the client
- Lead and coached a team of up to six (6) Client Delivery Associates (CDAs) to ensure a high standard of service delivery
- Provided guidance and served as an escalation point to all CDAs within the department when required
- Managed performance through setting expectations, identifying knowledge gaps, monthly 1-on-1 meetings, KPI tracking and bi-annually performance reviews
- Assisted CDAs create and maintain development plans
- Assisted with recruitment by conducting formal interviews and participated in the decision-making process
- Co-ordinated client jobs from initiation to completion, ensuring all internal and external customers were kept up to date throughout the process
- Ensured KPIs were managed and met within the POD
Business Improvement Specialist
Computershare
03.2017 - 07.2018
- Analyzed business processes to identify inefficiencies and recommend improvements.
- Facilitated cross-functional workshops to drive process optimization initiatives.
- Implemented process mapping techniques to visualize workflows and identify bottlenecks.
- Collaborated with stakeholders to define performance metrics for process evaluation.
- Led root cause analysis sessions to resolve recurring operational issues effectively.
- Improved business processes by identifying inefficiencies and implementing targeted solutions.
- Maintained weekly/monthly status reports to key stakeholders tracking the status of in-flight business process improvement projects
- Ensured the project team, stakeholders and, sponsors were kept informed across relevant project activities
- Ensured risks and issues were identified and communicated in a timely fashion
- Presented findings and recommendations to sponsors and key stakeholders
- Ensured effective operational hand-over of the project to the business function's operational team
Client Services Representative
SEMA
06.2005 - 04.2012
- Managed client inquiries, providing timely and accurate information to enhance customer satisfaction.
- Co-ordinated Direct Mail and Essential Mail campaigns on a daily basis throughout various relevant departments
- Provided professional customer service to both external and internal customers
- Co-ordinated client sign offs, ensuring quality output was supplied to the client for approval
- Kept the client up to date on the progress of campaigns, including lodgement confirmation
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanour during high-pressure situations.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
Service Advisor
Binks Automotive
08.2004 - 06.2005
- Provided exceptional customer service, addressing inquiries and resolving concerns efficiently.
- Coordinated service appointments, optimizing workflow for maximum productivity and customer satisfaction.
- Educated customers on vehicle maintenance, enhancing understanding of services offered and preventative care.
- Collaborated with technicians to ensure timely completion of repairs and accurate service recommendations.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- General office duties
- Prepared service employees timecards for payroll officer
- Ensured smooth operation and organization of Service Reception
- Organised and executed Service Reminder and Service Sales Promotions mail-outs.
Service Advisor
Collins Motors
08.2002 - 08.2004
- Provided exceptional customer service, addressing inquiries and resolving concerns efficiently.
- Coordinated service appointments, optimizing workflow for maximum productivity and customer satisfaction.
- Educated customers on vehicle maintenance, enhancing understanding of services offered and preventative care.
- Collaborated with technicians to ensure timely completion of repairs and accurate service recommendations.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- General office duties
- Prepared service employees timecards for payroll officer
- Ensured smooth operation and organization of Service Reception
- Organised and executed Service Reminder and Service Sales Promotions mail-outs.
Office Administrator / Accounts
Pacific Datacom / Mod-Systems
02.1999 - 12.2000
- Managed office operations, ensuring efficient workflow and communication across departments.
- Coordinated schedules, meetings, and travel arrangements for executive staff.
- Developed and maintained office policies, promoting a productive workplace environment.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reconciled account files and produced monthly reports.
Shift Manager
McDonald's Family Restaurant – Northland
07.1995 - 02.1999
Education
High School Diploma -
Academy of Mary Immaculate
Fitzroy, VIC11-1993
Skills
- Client account management
- Service excellence
- Teamwork and collaboration
- Strong organizational skills
- Results driven
- Problem-solving expertise
- Team Training
- Documentation and reporting
- Project management
- Staff management
- Employee mentoring
- Campaign execution
Personal Information
Date of Birth: 21st April 1976
Timeline
Account Manager
Guardtech Pty Ltd
07.2023 - Current
Client Operations Manager
Guardtech Pty Ltd
03.2020 - 07.2023
Business Improvement Specialist
Computershare
03.2017 - 07.2018
Client Delivery Manager
Computershare
04.2012 - 03.2020
Client Services Representative
SEMA
06.2005 - 04.2012
Service Advisor
Binks Automotive
08.2004 - 06.2005
Service Advisor
Collins Motors
08.2002 - 08.2004
Office Administrator / Accounts
Pacific Datacom / Mod-Systems
02.1999 - 12.2000
Shift Manager
McDonald's Family Restaurant – Northland
07.1995 - 02.1999
High School Diploma -
Academy of Mary Immaculate