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
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
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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