Romina Koenig

Industracom is a B2B eCommerce marketplace with three platforms (Industrial, Medical, Hospitality). My role is to build strong, long-term relationships with customers by understanding their needs, addressing their concerns, and helping them derive maximum value from the products or services through our platform subscriptions.

Key Responsibilities:

• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Conducted regular account reviews to assess progress and strategise future growth opportunities for clients.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
• Created customer support strategies to increase customer retention.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
• Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
• Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.

• Identified performance issues to support sales application enhancements and provided solutions for improvement
• Contributed to the development of new features by researching innovative technologies and frameworks
• Developed and implemented comprehensive training programs for new employees regarding sales management cycle process
• Conducted evaluations of existing training materials to identify areas for improvement
• Organized and scheduled training sessions, seminars, and workshops
• Provided feedback on the effectiveness of training courses
• Created online tutorials for remote learning opportunities
• Assisted in developing strategies to enhance employee knowledge retention
• Developed relationships with key clients to ensure satisfaction and improvement feedback
• Organized promotional events for new products or services
• Developed and implemented administrative procedures to streamline operations
• Created and maintained spreadsheets for tracking data
• Developed and implemented administrative procedures to maximize efficiency
• Prepared regular progress reports to track budget expenditures, workflow, and performance metrics
• Coordinated with executive staff to ensure deadlines were met in a timely manner
• Organized meetings between executives and outside vendors or clients
• Provided support to departmental managers in the development of project plans and initiatives
• Supervised a team of administrative assistants tasked with coordinating travel arrangements, scheduling appointments, and providing customer service support
• Compiled weekly reports on customer feedback and satisfaction ratings
• Support Sales Leaders with data analysis, improving sales pipeline & identifying key solutions to support increasing pipeline.

• Supported and lead a team of 6 based in India & ANZ to support lead generation & qualification
• Project coordination and implementation of new workflow & process for lead generation
• Actively problem solved to support customer experience & high-quality service
• B2B outbound and inbound calling
• Weekly check in with team to work on strategies and help resolved challenges to support the week ahead to ensure KPIs are met at end of each quarter
• Maintained an up-to-date database of qualified leads through Salesforce & PBI created tracking reports on a weekly basis to ensure KPI tracking is measured correctly
• Ensured the team sessions were both professional & friendly, allowing space for team to feel comfortable & motivated whilst we discuss work items
• Created monthly virtual team lunches to continue with team bonding to support team wellbeing & morale
• Created quarter training development half day to support team growth and adapt to higher volume of leads
• Exceeded established sales targets by generating new customer accounts
• Worked closely with other departments such as product development or customer success teams in order to have a clear understanding of what is needed to better support my team
• Collaborated with sales & marketing to develop strategies that would increase lead conversion rate
• Conducted research and identified potential leads through various online sources
• Created detailed lead profiles to ensure accurate data capture for further analysis
• Developed a strategy for targeted outreach campaigns to maximize lead generation efficiency
• Performed cold calls and emails to prospective customers, introducing our services and products
• Responded quickly to customer complaints and provided effective solutions in a timely manner
• Provided regular reports on the progress of lead generation activities, including performance metrics such as cost per acquisition
• Analyzed existing marketing campaigns and identified areas for improvement to optimize lead generation results
• Followed up on sales leads through outbound calling
• Implemented testing techniques to determine which messaging was most effective at generating leads
• Monitored industry trends and competitor activity related to lead generation initiatives
• Utilized digital marketing tools such as Google Analytics, AdWords, and HubSpot CRM to track key metrics related to lead quality and quantity
• Built relationships with prospects by understanding their needs, providing helpful advice, and following up regularly on progress made towards goals
• Identified new opportunities for growth within existing customer base through surveys, interviews
• Researched and targeted prospective customers to support business development objectives
• Engaged with prospects to identify decision-makers, timelines and product or service needs
• Collaborated with new customers to give details about company offerings.

• Reviewed, analyzed and interpreted contracts to ensure compliance with legal requirements
• Drafted and negotiated contract amendments, changes and extensions for review by management
• Maintained records of all executed agreements to ensure accuracy and completeness
• Developed and maintained databases, ensuring accuracy of information entered into system
• Monitored progress and performance metrics daily to identify trends or discrepancies
• Assisted with budgeting activities such as forecasting and cost analysis
• Created new workflows and process to better streamline product loaners for customers to receive on a timely and efficient manner
• Worked closely with the ANZ sales managers to provide efficient and quality executive administrative support such as data analysis and product trending reports
• Created and maintained weekly Sales Report to track progress around ANZ using the Salesforce CRM
• Demonstrated leadership by making improvements to work processes and helping to train others
• Prioritized and organized tasks to efficiently accomplish service goals
• Maintained updated knowledge through continuing education and advanced training
• Answered incoming calls from customers or prospects and routed them to appropriate personnel.

• Prepared monthly reports on sales activities, revenue, expenses, and other key metrics
• Developed and implemented processes to ensure accurate data entry into the customer relationship management system
• Coordinated travel arrangements for sales representatives as needed
• Provided administrative support to the sales team including scheduling meetings, preparing presentations and managing email correspondence
• Monitored competitors' activities to stay ahead of the competition
• Analyzed customer feedback surveys to determine areas where improvements could be made in order to increase satisfaction levels
• Organized and maintained the General Manager's calendar, scheduling meetings, appointments, and travel arrangements
• Provided administrative support to the General Manager including document preparation, filing, data entry, copying and scanning documents
• Greeted visitors and responded to inquiries from customers or other stakeholders in a professional manner.

• Created and maintained company's social media presence using mainly Canva on various platforms including Facebook, Twitter, LinkedIn and Instagram
• Project management using attention detail to ensure that all required tasks are catered and completed in a professional and timely manner
• Developed and implemented office policies and procedures
• Coordinated meetings, conferences, travel arrangements and department activities
• Maintained filing system for records, correspondence and other documents
• Ordered supplies and equipment to maintain adequate inventory levels
• Provided administrative support to management team including preparing reports and presentations
• Created spreadsheets in Excel to track data such as vacation requests, sick days
• Answered phone calls, responded to emails, routed mail and coordinated courier services
• Resolved customer inquiries in a timely manner while maintaining positive relationships with clients
• Developed, monitored and analyzed social media campaigns to ensure they met customer objectives
• Conducted research on current benchmark trends and audience preferences
• Researched competitors' activities in the social media space
• Identified content themes for engaging with customers across multiple channels
• Generated daily reports that tracked key performance indicators such as likes, shares, comments
• Supervised staff members, organized schedules and delegated tasks
• Organized company events including holiday parties, team building activities
• Managed office inventory and placed new supply orders
• Maintained executive's appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel
• Handled confidential documents ensuring they remain secure
• Coordinated domestic and international travel arrangements for the Managing Director.

• During my time at this office, I have a better understanding within the industrial sector of the business and have been successful in resourcing for roles that are in urgency within the team
• Provided administrative support for team members, including scheduling meetings and managing calendars
• Organized and maintained filing systems for documents related to the team's activities
• Processed incoming emails and drafted responses as needed
• Assisted with data entry into internal databases
• Compiled reports from various sources for team review
• Created agendas and took minutes at team meetings
• Coordinated travel arrangements for team members as required
• Updated project tracking spreadsheets to ensure accuracy of information
• Prepared presentations using PowerPoint or other software applications
• Maintained records of expenses incurred by the team during travel or other activities
• Managed logistics for events hosted by the team, such as conferences or workshops
• Reviewed invoices and ensured timely payment to vendors providing services to the team
• Generated purchase orders and tracked deliveries of supplies ordered by the team
• Developed templates for commonly used documents, such as meeting minutes or expense forms.

• Outbound and Inbound calls
• Effective and efficient administrative and secretarial support for the General Manager
• First point of contact for information regarding the school
• Entering new clients/Candidates into database
• Excellent Interpersonal and Professional skills
• Developed, maintained and managed daily schedule for Owner
• Researched and organized travel arrangements for Owner
• Screened phone calls and emails to prioritize requests from clients or colleagues
• Coordinated events, conferences, seminars and workshops as requested by the Owner.

• Minimal recruitment for NSW Electoral Commission project
• Inbound/outbound calls regarding the project
• Liaising with a range of applicants, gathering as much information through phone screening to determine if candidate would be suitable for roles
• Assign potential candidates to roles according to their skill set and their performance through phone screening
• Provided project support to ensure successful completion of projects and deliverables
• Created and maintained comprehensive project documentation, plans and reports
• Assisted in the development of project plans, resource allocations and budgets
• Organized meetings with stakeholders to discuss progress on projects
• Monitored progress of projects to identify areas of improvement or risk.

• Outbound and Inbound calls
• Effective and efficient administrative and secretarial support for the General Manager
• First point of contact for information regarding the school
• Entering new clients/Candidates into database
• Excellent Interpersonal and Professional skills.

• Personal front counter customer service skill
• Consistent restaurant maintenance to keep premises clean and professional
• The skill of handling incoming and outgoing money
• Taking orders through the Drive-Through system.