SHANICE SOPHIA CORTASSA

• Greeted walk in visitors and managed front desk operations to create welcoming environment.
• Coordinated appointment schedules for optimizing office efficiency via outlook calendar, booking interpreting services via Multicultural NSW, TIS National and ATL
• Managed incoming calls for seamless office operations.
• Improved communication with team by relaying messages promptly.
• Organized mail delivery to enhance daily workflow.
• Assisted guests, ensuring positive first impression.
• Enhanced visitor experience with professional reception services.
• Call customer enquiry portals
• Maintained office supplies to ensure uninterrupted operations.
• Administrative work requested by peers including Estate Management, Trusts, Client Establishment, Power of Attorney Team, Private/Financial Management as well as Public Guardian.
• Resolved customer problems and complaints.
• Act as a point of contact including telephone, face to face enquiries from staff and clients in a timely and efficient information and referral service
• Strengthened vendor relationships through regular communication and timely coordination of services.
• Support to multiple areas of the business including non-complex client matters, word processing, data entry, preparing correspondence via OWLS/WillSafe, maintaining electronic and file records, support with meetings and events
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Routine financial activities and assisting with projects and research (Assisting with Will, Power of Attorney and Enduring Guardian enquiries/handling documentation)

• Emails, confirmation calls for relocating clients to audiology clinics, assorting client relocation files, privacy files from the department of health, using Microsoft dynamics, Focus and NOAH systems
• Analysing audiograms, aid settings, REM files
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.

• Working with IMIS, XERO, Microsoft Excel
• Outbound phone calls to re engage members/sponsors/businesses to attend AGM meetings resign members up
• EA support to CEO and project/policy research assistance
• Use analytics tools to gauge the success of campaigns
• Supported website redesign

• Enhanced customer satisfaction by providing tailored service solutions via inbound and outbound high volume calls.
• Consulted with clients to improve service delivery and address concerns.
• Improved processes with client feedback and continuous service/quality assurance evaluations.
• Increased client retention, consistently addressing service issues promptly upskilled in QBE Direct Sales and Policy servicing Home, Motor and Mortgage Insurance
• Customized solutions to meet diverse client needs with exisiting policies including additional institutions such as AUSPOST, Mercedes Benz and Q Bank
• Actively participated in industry conferences and events fostering valuable connections with prospective clients and partners alike.

• Developed captivating visual content using graphic design tools for enhanced aesthetic appeal across all channels as well as success amongst campaigns
• Research industry innovations and tools eg: update posts for optimum search engine success, preparing performance reports based on statistics and analytics
• Developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns, and website updates.
• Created engaging content to keep social media channels updated and on brand using social media scheduling tools such as LATER.
• Grew content to receive a increase of 34.7% in impressions
• Elevated the user experience by responding to comments, messages, and inquiries promptly and professionally.
• Tracked performance metrics for continuous improvement in engagement rates and audience growth.

• Advised clients on appropriate hotel and hospitality selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
• Nurtured leads through consistent follow-ups, ultimately converting prospects into satisfied customers.
• Generated increased sales revenue through effective lead generation and cold calling/follow-up efforts.
• Attended ongoing training sessions to stay current on industry trends, market conditions, and product offerings – applying knowledge gained to better serve customers.
• Stayed knowledgeable on latest hotel branding, membership levels and technological advancements such as use of accor apps and booking systems through continuous training.
• Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
• Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
• Facilitated smooth transactions by efficiently handling paperwork, processing payments, and addressing any concerns or questions from the client promptly.
• Exceeded quota expectations consistently through diligent prospecting efforts and effective pipeline management techniques. Five sales on a rolling of five weeks to secure permanency in this role cost of membership $400 - was able to succeed in meeting this target.

• Developed long-lasting client relationships by consistently exceeding expectations throught outbound calls for Kids for Cancer Foundation and Heart Foundation in both Australia and New Zealand
• Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings through call coaching my fellow team members

• Assisted customers with product selection to enhance shopping experience.
• Organized sales floor for optimizing product displays and increasing customer engagement.
• Improved sales performance by maintaining detailed knowledge of products and promotions.
• Assisted in training new staff to ensure consistent service quality.

Supporting students in navigating resources to enhance their educational experience and student lifecycle.

• Provided information on academic programs to support student decision-making.
• Coordinated student events and University activities to foster a sense of community.
• Face to Face, Telephone and Email Support
• Facilitated career workshops and student information sessions to improve student skills and knowledge.
• Handling student application forms, transcripts, generating student ID cards as well as student confidential information maintaing strict privacy

• Helped customers complete shoe and shoe care purchases, locate items, and join reward programs.
• Answered questions about store policies and addressed customer concerns.
• Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
• Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
• Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
• Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
• Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.

• Updated contact lists and databases to ensure information accuracy.
• Improved office ambiance by maintaining clean and welcoming reception area and gym floor/equipment
• Supported management with onboarding processes for new employees/trainers.
• Confirmed gym consultations, personal training and group sessions, communicated with clients, and updated client records.
• Phone calls, membership sales over the phone and walk ins
• Data entry, photocopying and scanning
• Maintained visitor log for entering and leaving facility for security purposes.