Robie Ramas
Hillcrest,QLD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Contact Officer - APS4
The Aged Care Quality And Safety Commission
12.2022 - Current
- Respond to contacts via phone, email and web forms.
- Collect sufficient information to document, triage, and refer more complex contacts to different teams within the Commission to ensure effective service.
- Develop positive and collaborative working relationships with the various teams in the commission.
- Adhering to APS privacy and consent policies and APS values.
- Ensure accurate and timely recording of contacts using the Commission’s record and business systems, including
- Resolve, MS Teams, SharePoint, Outlook, and Excel.
- Provide information to educate customers on the role of the Commission or where appropriate referring customers to other organisations to ensure effective service.
- Maintain a basic and up to date understanding of the aged care provider’s responsibilities.
- Seek assistance from management or other teams when necessary and know how to navigate available resources.
- Contribute to the priorities of a team and effectively manage individual workloads.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
Account Manager - B2B Business Development
Optus Business Centre
06.2022 - 11.2022
- Business to Business Sales.
- Manage Business Portfolio.
- Managing calls & Emails to my Business Customers to ensure coverage of Portfolio.
- Creating & sending proposals to Customers for Mobile, Fixed, Data.
- Engaging with customers over the Phone, via email or Face to Face via site visit.
- Maintaining relationships with existing customers.
- Account Management/ Creating portfolio of businesses.
- Identifying Client needs and providing analysis for Business solutions.
- Assisting customers with enquiries via email and over the phone.
- Resolving customer complaints and billing issues.
- Managed accounts to retain existing relationships and grow share of business.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Built relationships with customers and community to establish long-term business growth.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Directed sales support staff in administrative tasks to help sales reps close deals.
Customer Service Officer - APS3
Department Of Education, Skills And Employment
04.2021 - 04.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Working in a Contact Centre Environment answering Inbound calls, assisting JobSeekers with:
- Transfers
- Complaints
- Employer Hotline
- Attention to Detail, ensuring accurate recording of Data/ Record Keeping.
- Proficiency in Internal programs and ability to learn new systems.
- Accurate and effective Communication with Jobseekers and staff.
- Ability to keep up to date with government changes.
- Adhering to work schedules and exceeding KPIs.
- Understanding government programs and initiatives.
- Always maintaining a positive attitude.
- Working well in a Team environment.
- Having a professional attitude towards customers and peers.
- Showing respect to all persons.
- Resolving customer complaints and escalating Formal complaints to Senior Staff.
- Participate in quality assurance activities and check adherence with relevant legislation.
- Actively participate in business improvement programs involving changes to processes and functions.
- Exercise appropriate delegations in accordance with legislation and guidelines.
Territory Account Manager
Telstra Technology Centre
10.2020 - 03.2021
- Business to Business Sales/Face to Face & over the Phone.
- Manage Portfolio of 1000 + Businesses in the Brisbane North Territory.
- Serving business customers in retail front/ Showroom.
- Managing calls & Emails to my Business Customers to ensure coverage of Portfolio.
- Creating & sending proposals to Customers for Mobile, Fixed, Data.
- Engaging with customers over the Phone, via email or Face to Face via site visit.
- Utilising Internal Specialist to propose TBS and security solutions.
- Generating Face to Face Appointments with Business & Technology Advisors
- Attending Appointments & Meetings in person, conference call or Teams.
- Using Excellent knowledge in Telstra Systems to create the right solutions.
- Maintaining Accuracy of Information in CRM.
- Maintaining knowledge of Telstra Systems and processes
- Keeping up to date with Processes and Procedures, system updates and maintaining clear and accurate customer records.
- Developed and presented talks on available products and services that could meet current business needs.
- Exceeded targets by building, directing, and motivating high-performing sales team.
- Drove retailer engagement, improved retailer satisfaction and earned retailer advocacy through communication and relationship management.
Service Officer - APS3
Services Australia
04.2020 - 10.2020
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assist customers to access, navigate or interpret services across a range of payments and services.
- Actively promote, demonstrate and, where appropriate, refer customers to the department’s self-managed and digital services.
- Resolve routine customer enquiries and escalate where appropriate through formal channels.
- Assess customer’s needs, requirements, entitlements, and obligations.
- Determine and facilitate payments to customers, including payments made by customers.
- Advise customers on legislation, policy, procedures payments and services administered by the department.
- Resolve routine customer complaints and escalate complex complaints and/or systemic issues.
- Provide customer service support at initial point of contact, including meeting, greeting, and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership team.
- Work with service officers to ensure the correct provision of services, payments, and information, and escalate potential issues to the leadership team.
- Work with service officers to ensure the correct provision of services, payments, and information, and escalate enquiries through formal channels where appropriate.
- Provide advice, procedural guidance, and on-the-job support to other service officers.
- Participate in quality assurance activities and check adherence with relevant legislation.
- Actively participate in business improvement programmes involving changes to processes and functions.
- Exercise appropriate delegations in accordance with legislation and guidelines.
Business Development Manager - Team Leader
Optus Business Centre
09.2018 - 03.2020
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Generated new business with marketing initiatives and strategic plans.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Business to Business Sales/ F2F and over the phone.
- Maintaining relationships with existing customers.
- Account Management/ Creating portfolio of businesses
- Identifying Client needs and providing analysis for Business solutions.
- Assisting customers with enquiries via email and over the phone and/or F2F.
- Resolving customer complaints and billing issues
- Order Reporting.
- Perform performance reviews for direct reports.
- Ensure excellent customer service by training employees and providing feedback to staff regarding areas of improvement and development.
- Provide prompt and objective coaching to the team.
- Hold weekly meetings.
- Distribute Leads to Team member.
- Training new staff members.
Business Account Executive/Solutions Manager
Telstra Business Centre
07.2010 - 08.2018
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Built relationships with customers and community to establish long-term business growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Collaborated with current and potential small businesses extensively to understand needs before proposing specific solutions.
- Established close relationships with new small business prospects.
- Developed strategy to combat increased competitive presence within territory.
- Developed in-depth knowledge of each client's business through research and regular on-site meetings.
- Contributed long-term sales strategy ideas to team to promote continuing business success.
- Engaged in daily cold calls in-person and via telephone and followed up with small business prospects monthly to verify pipeline sufficiency.
- Account Management and retention of existing Telstra SME customers.
- Providing high quality business solutions in voice, data, and mobile products.
- Engage customers in an advisory capacity to understand their immediate business needs as well as medium to long term goals.
- Inform and educate customers on new technologies that will increase productivity and profitability while reducing cost such as capital and operational cost.
- Manage and develop established business relationships to ensure customer satisfaction.
- Ensure customers service needs are met in a timely fashion
- Effectively engage and manage specialist sales and internal resources.
- Develop and present proposals, to senior managers (CEO’s/ CFO’s).
- End to end management of solutions and projects.
- Manage the sales/ opportunity pipeline by qualifying leads and adding to it.
- Ensure monthly sales targets are met.
- Effective use of CRM systems to document and manage customer interactions.
Education
Skills
- Inbound and Outbound Calling
- Issue and Complaint Resolution
- Business Growth
- Administrative Duties
- Customer Retention Strategies
- Customer Account Management
- Sales Quota Achievement
- Professional Relationships
- Problem Resolution
- Customer Service and Assistance
- Verbal and Written Communication
- Product and Service Sales
- Prospecting and Cold Calling
- Territory Management
- Account and Territory Management
Languages
cebuano
Full Professional
Tagalog
Full Professional
Timeline
Contact Officer - APS4
The Aged Care Quality And Safety Commission
12.2022 - Current
Account Manager - B2B Business Development
Optus Business Centre
06.2022 - 11.2022
Customer Service Officer - APS3
Department Of Education, Skills And Employment
04.2021 - 04.2022
Territory Account Manager
Telstra Technology Centre
10.2020 - 03.2021
Service Officer - APS3
Services Australia
04.2020 - 10.2020
Business Development Manager - Team Leader
Optus Business Centre
09.2018 - 03.2020
Business Account Executive/Solutions Manager
Telstra Business Centre
07.2010 - 08.2018
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