Ryan Watkinson

• Coordinated scheduling for meetings, optimizing team availability and reducing conflicts.
• Assisted in document preparation and editing, enhancing communication clarity across departments.
• Supported project management by tracking deadlines and deliverables for various initiatives.
• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Expedited document processing with accurate data entry and timely filing.
• Coordinated meeting schedules and logistics, leading to smoother operations and better time management.
• Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
• Processed incoming and outgoing mail and packages according to established procedures.
• Purchased and maintained office supplies.
• Coordinated and scheduled meetings and appointments.
• Coordinated design projects by managing timelines and deliverables to ensure client satisfaction.
• Scheduled weekly staff meetings and other events, drafted meeting agendas and organized supporting documentation.
• Served as the primary point of contact for clients during project execution, ensuring their expectations were met while maintaining strong relationships.
• Coordinated with vendors for cost-effective material procurement, optimizing budget allocation without compromising on quality.

Responsible for the overall management of the department & team of 8 agents (1
Senior).
Managed multiple workstreams; Website form, Dept. Inbox, Internal off-site support portal, Online member portal, Membership accounts, Banking Chargeback, DDR Authority disputes & Social Media DM (approx. 900+
enquiries/complaints per month).
Delivered training in all policies, procedures & product knowledge. Set development plans & monitor performance; AHT, QA, KPI's, to ensure teams full potential realised and service level achieved. Ensure department compliance in PCI regulations, privacy policy and guidelines are understood and adhered to.
Conducted monthly analysis of all complaints, and report generation to provide statistics, insights, identifying areas of concern/need for improvement and provide recommendations.
Identified, developed, and implemented departmental processes and
methodologies to provide first-class service, efficiency, and productivity.
Worked collaboratively with all areas of the business to develop and implement guidelines and process changes to improve overall customer-centricity, experiences, and retention.
Solely responsible for all complaints received from NSW/QLD Fair Trading, VCAT (Victorian Civil & Administrative Tribunal), ACCC (Australian Competition & Consumer Commission), redirected from legal (to avoid legal contact where possible), Media threats, and from Ex level EA (CEO, MD, GM) where appropriate.
Developed and maintained courteous and effective working relationships at all levels of the business.
Organized team-building activities to enhance working relationships.
Maintained energy and enthusiasm in a fast-paced environment.

Answered inbound calls daily (approx 50+) from both club staff and members that relate to membership accounts including): upgrades, downgrades, transfers, account/personal details updates, tax receipt requests, billing queries, credit transactions, and debt write-off.
Processed all membership account requests accurately and efficiently via phone, email, website, and internal club requests.
Responsible for membership contract vetting, entry, and adjustments to ensure accuracy of sale, business compliance, and best member experience.
Communicated failed vetting outcomes back to Sales and Club Management.
Adhered to contact centre metrics: KPI's AHT, schedule adherence, and agreed service levels.
Delivered a personalised and confident approach to communicating with members and maintained the confidentiality of information in accordance with privacy legislation.
Escalated contract incidents to CS & Escalation to ensure that integrity is maintained in all areas of contract completion.