Roslyn Richmond
Sydney
Summary
Dynamic Operations Administrator with a proven track record at Castle Towers Centre Management, enhancing operational efficiency and customer satisfaction. Skilled in operations management and customer relationship development, I excel in fostering cross-functional teamwork and implementing strategic improvements. My adept problem-solving and communication abilities have consistently driven positive outcomes and strengthened client relationships.
Overview
25
25
years of professional experience
Work History
Operations Administrator
Castle Towers Centre Management
Castle Hill, NSW
05.2017 - Current
- Served as a liaison between employees, patrons, contractors and upper management, addressing concerns promptly to maintain a positive work environment.
- Evaluated current operational practices and suggested improvement strategies.
- Enhanced communication between departments through regular meetings, reports, and updates.
- Consistently met deadlines under high-pressure situations demonstrating strong multitasking abilities.
- Incident management strategically managed
- Risk management and compliance focus
- Collaborated with various teams to develop cross-functional solutions for operational challenges.
- Streamlined operations by implementing efficient processes and procedures for administrative tasks.
- Facilitated collaboration across departments fostering teamwork resulting in successful completion of complex projects.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Reception/Office Administrator
Castle Towers Centre Management
03.2010 - 05.2017
- Delivered concise reports to management, ensuring alignment on project status.
- Scheduled and organized daily operational tasks to optimize team performance.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
Customer Service/Concierge
Castle Towers Centre Management
Castle Hill, NSW
12.1999 - 03.2010
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed successful strategies for upselling products and services, driving revenue growth for the company.
- Maintained detailed records of customer interactions, tracking trends to inform continuous improvement efforts.
- Streamlined communication channels for improved customer service experience and faster issue resolution.
- Contributed proactively to process improvements that enhanced the user experience across various touchpoints.
- Collaborated with cross-functional teams to address customer concerns, resulting in better overall service quality.
- Cultivated strong customer relationships with personalized attention and proactive follow-ups on inquiries.
- Displayed exemplary problem-solving abilities when faced with challenging situations or escalated complaints.
- Provided timely feedback to management regarding customer needs and preferences, informing business strategy decisions.
- Assisted customers with complex issues by leveraging deep product knowledge and problem-solving skills.
- Handled customer complaints to satisfy and retain patrons
- Maintained high level of professionalism and discretion when dealing with patrons
Education
Advanced Diploma - Business Management
TAFE NSW
NSWBusiness Administration
TAFE NSW
NSWSkills
- Verbal and written communication
- Customer engagement
- Customer support
- Staff training
- Customer relations
- Customer relationship development
- Customer relationship management
- Operations management
- Incident reporting
Timeline
Operations Administrator
Castle Towers Centre Management
05.2017 - Current
Reception/Office Administrator
Castle Towers Centre Management
03.2010 - 05.2017
Customer Service/Concierge
Castle Towers Centre Management
12.1999 - 03.2010
Advanced Diploma - Business Management
TAFE NSW
Business Administration
TAFE NSW
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