SUE JOHNSON
Normanhurst,NSW
Overview
18
18
years of professional experience
Work History
REVENUE OFFICER
HORNSBY SHIRE COUNCIL
12.2020 - Current
- Providing efficient advice, solutions and information when responding to telephone and written enquiries relating to rates, debtors and CRM customer queries
- Liase with members of internal departments to answer their queries in a quick and friendly manner
- Issuance of Section 603 Certificates
- Provide receipting services to external and internal customers
- Raise invoices and credit notes in conjunction with other departments of Council - eg: Property, Commercial Waste, Parks and Landscapes
- Create new debtor accounts
- Debt recovery and reporting including doubtful debt and liaison with Recoveries and Reconstruction and updating within their system
- Set up payment arrangements in system as per customer requirements
- Processing of Refunds through Westpac and Tech One and BPAY reversals
- Reconcile debtor accounts where necessary
- Register all relevant files and correspondence in HPE Content Manager and CRM where necessary
- Maintain Pathway name and address records database
- Update ownership records based on Land Titles Office advice
- Accept and process pension applications
- Print pension rebate mismatch reports and take appropriate follow up action
- Process domestic garbage accounts as advised by Waste Department
- Investigate credit balances efficiently and accurately
- Process direct debit applications
- Prepare correspondence to rate payers as required
- Attend to returned rates notices
- End of day balancing
- Manage electronic mail and distribution
- Engage as a member of the team
CUSTOMER SERVICE OFFICER
HORNSBY SHIRE COUNCIL
03.2017 - 12.2020
- To ensure the external and internal enquiries, both at the customer service counter and over the telephone are attended to in a prompt, accurate, friendly and efficient manner and to redirect calls to appropriate department as required
- Meet and greet visitors to Council and provide information and advice as required
- Enter customer enquiries, compliments and complaints with accuracy into Customer Relationship Management system (CRM)
- Where appropriate, escalate or refer customer issues and/or requests to other operational areas for action and resolution
- Book couriers ensuring all relevant information is recorded accurately
- Interpret Council’s Geographical Information System and other electronic data retrieval systems to provide accurate and clear explanation to customers
- Lodge development applications, complying development and construction certificates through Department of Planning Online Portal with accuracy ensuring the correct fees are collected and receipted
- Lodgement of tree applications, swimming pool compliance certificates and occupation certificates into Pathway ensuring the correct fees are collected and receipted
- Provide data entry in relation to processing parks and bookings entries
- Maintain the NSW Animal Registration Database and respond to customer queries regarding cat and dog registration
- Register relevant files and correspondence in Council’s electronic document management system TRIM
- Receipting cheques, money orders and cash
- Process customer payments at counter utilizing EFTPOS and credit card
- Manage electronic mail and distribution
- Prepare refunds
- Engage as a member of the team
AREA SALES MANAGER/TERRITORY MANAGER
STRIKEFORCE AMC
09.2010 - 03.2017
- Oversee the northern area of Sydney by providing leadership and motivation to a team of 40
- Interface with and reporting to State Manager and Business Managers on a regular basis
- Implementing team’s territory and schedule on a weekly basis
- Processing timesheets on a fortnightly basis
- Co-ordinating both pre-sales and after sales activities
- Selling in off location displays to increase customer sales
- Meet with clients to discuss their promotional needs with the intent to grow product sales
- Delivering a high level of service to existing client base to strengthen the relationship
- Use of in-house software for reporting, scheduling and data entry
- Selling in of customer new line products
- Attendance to Trade Shows
- Won Area Manager of the Year in 2017
- Executed proven strategies to hit sales quota and help company achieve goals.
- Built lasting relationships with clients through outstanding customer service interactions.
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
SALES ASSOCIATE
FERRERO AUSTRALIA
06.2005 - 09.2010
- Building and maintaining strong customer relationships
- To presell and implement all account promotions and displays as required
- Identify sales opportunities
- Building and maintaining unpaid off location bins and displays
- Check of end plans for product compliance and planogram completion
- Won Sales Associate of the Year 2010
- Solved customer challenges by offering relevant products and services.
Skills
- Customer Service and complaints handling
- Excellent organisational and time management skills
- Attention to detail and accuracy
- Training
- Team player
- Take ownership of assigned tasks
- Sound judgement and decision making abilities
- Ability to prioritise and meet deadlines
- Cash handling and receipting
- Refunds
- Debt collection
- Accounts receivable
- Invoice and credit note processing
- Proficient data entry skills
- Maintain property and name and address records in Pathway
- Use of Smart Client Pathway and Pathway UX
- Use of MS applications (Word, Excel, Outlook)
- Use of Kronos, Land Registry Database, Payreq, Genesys
References
- ShRADDHA RANA, OPERATIONS ACCOUNTANT, HORNSBY SHIRE COUNCIL, 9847 6656, 0433 082 059
- FERNANDA MARUYAMA, RATES ADMINISTRATOR, RANDWICK COUNCIL, 0406 463 250
Timeline
REVENUE OFFICER
HORNSBY SHIRE COUNCIL
12.2020 - Current
CUSTOMER SERVICE OFFICER
HORNSBY SHIRE COUNCIL
03.2017 - 12.2020
AREA SALES MANAGER/TERRITORY MANAGER
STRIKEFORCE AMC
09.2010 - 03.2017
SALES ASSOCIATE
FERRERO AUSTRALIA
06.2005 - 09.2010
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