Susan Susan
Putney,NSW
Summary
I am a confident, hard-working woman with a strong entrepreneurial spirit. Working as part of a team or independently I love a challenge and I love to challenge others to get the job done on time and on budget. Having owned and run a successful IT business while raising three children, one of whom is severely disabled, I bring maturity, humour, and resilience to the workplace and to the people I work with. I am thorough, organised, and reliable and would be an asset to your company.
Overview
31
31
years of professional experience
Work History
Customer Care & Office Administration Assistant
Ultraceuticals Pty Limited
07.2024 - Current
- Managed all customer queries and orders for New Zealand and South Australia in a timely and professional manner
- Customers range from individual online consumers to large clinics and doctor led medi-spas
- Handled return requests from start to end by being the liaison officer between the customer and warehouse to ensure credits/refunds/returns completed as per company policy and warehouse was kept informed to ensure accurate stock takes
- Followed up outstanding orders and invoices at end of month to ensure all open orders were closed by working closely with finance department and chasing overdue accounts in a polite and professional manner
- General reception duties
- General office administration and reception duties including reviewing existing contracts with vendors (e.g cleaning company) to ensure we are getting the best price and service, ordering stationery, lab dry cleaning, grocery/coffee/milk orders, maintaining stock of postal items, booking meetings, catering for special events
- Work with marketing department to ensure all promotions are understood by the customer service team so we can correctly advise customers and correctly input orders with special instructions such as project codes
Founder & Executive Director
New Genes, Inc.
07.2017 - 01.2019
- Registered a not-for-profit organisation while resident in the USA to raise awareness and critical funds for childhood genetic diseases
- Monitored event costs to accurately manage, record and report budget and expenses
- Sourced donations of products and services for fundraising efforts from the local community
- Planned and ran events to boost community engagement and connect with local media for coverage
- Executed events with consistently high standards of organisation, service quality and enthusiasm
Executive Director Finance & Human Resources
Sqware Peg Pty Ltd
02.2002 - 01.2009
- Company Overview: It was acquired by Simplus in 2020
- My partner and I started Sqware Peg in 2002
- I was responsible for a multitude of tasks including recruitment, advertising, procurement, travel bookings, bank reconciliations, GST reporting, payroll and all accounts payable and accounts receivable tasks
- Drove team development team productivity and work schedules with clear objective setting, motivational meetings, tight project management and feedback sessions with each employee
- Managed finances including reviewing budgets, forecasting and developing strategies for generating new revenue
- Office management including managing daily expenses, petty cash and corporate credit cards
- Compiled quarterly and yearly payroll reports and GST and Payroll Tax forms
- Maintained payroll-related records for 30 employees throughout Australia, New Zealand and Singapore
- Minimised aging accounts by monitoring open balances and pursuing payments
- It was acquired by Simplus in 2020
Customer Service Team Leader
Hermes Precisa Australia Pty Ltd
01.1994 - 01.2002
- Company Overview: A business process outsourcing company
- Managed a team of 20 customer service officers tasked with the project management of complex outsourced IT jobs from sale through to delivery
- Trained team members in correct procedures and successful customer service strategies
- Designed work processes to improve quality and efficiency
- Investigated and resolved invoice and payment issues for customers
- Addressed and resolved customer concerns and complaints
- Managed customer expectations by communicating accurate timeframes and managing customer projects
- Documented complaints and generated reports to identify negative trends
- Improved team results by coaching under-performing team members and running motivational monthly team meetings
- A business process outsourcing company
Education
BBA - Marketing
Monash University
Melbourne, VIC10.2000
Skills
- Customer Service and Support
- Accounts Payable/Receivable
- Office Administration
- MS Office
- Relationship Building
- Prioritising Work
- Office Management
- Payment Processing
- Administrative Support
- Bookkeeping
Timeline
Customer Care & Office Administration Assistant
Ultraceuticals Pty Limited
07.2024 - Current
Founder & Executive Director
New Genes, Inc.
07.2017 - 01.2019
Executive Director Finance & Human Resources
Sqware Peg Pty Ltd
02.2002 - 01.2009
Customer Service Team Leader
Hermes Precisa Australia Pty Ltd
01.1994 - 01.2002
BBA - Marketing
Monash University
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