Susie Clendennen

• Managed front office operations ensuring efficient workflow and optimal customer service.
• Customer Service and Sales - answer queries in person, over the phone, or via email, plus actioning online enquiries generated into Planner. Identify customer's needs and budget, offering best solution to suit.
• Shopify online customer orders: contacting, upselling, processing, shipping, follow-up of back orders.
• Bookkeeping and associated tasks using 'Xero': reconcile and accounts/customer online payments/supplier purchase orders and bills/invoicing/billing/recurring invoices for rentals and payment plans.
• Customer database and inventory management.
• Time management and job scheduling.
• Action rental enquiries ensuring compliance and completion of all documentation. Followup declined recurring payments and the return of equipment.
• Action customers inbound equipment to be serviced (both in person and via courier deliveries) - sending to relevant supplier or if repairs done in-house, setting up tasks for staff to action in Planner.
• Action used gear sales - both sellers inbound and buyers outbound, confirming payments received.
• Utilising MS Office 365 Business Premium - Planner, Spreadsheets, and creating checklists for efficient processing of all tasks, ensuring customer satisfaction.
• Managing staff roster and processing payroll to ensure timely payment to employees.
• Assisted in preparing reports and presentations, contributing to informed decision-making processes.
• Trained new administrative staff on company policies and software systems, fostering team integration.
• Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
• Tracked office supplies and restocked low items to keep team members on-task and productive.
• Contributed to a positive work environment by fostering strong working relationships among colleagues.
• Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
• Boosted productivity by prioritising tasks, managing schedules and allocating jobs for staff members.
• Facilitated smooth operations by maintaining updated inventory records, anticipating supply needs, and placing timely orders for retail stock.
• Maintained confidentiality of sensitive information, adhering to strict data protection policies.
• Delegated tasks to administrative assistant to organise and improve office efficiency.
• Managed front office operations, ensuring efficient workflow and optimal customer service.
• Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
• Increased customer satisfaction by promptly addressing inquiries and resolving issues through a proactive approach.
• Boosted client retention and sales with exceptional service provided during every interaction, both in-person and via phone/email correspondence.

• Advertising sales for 90 News Corp publications Australia wide, via phone and email. Upsold and promoted associated digital media solutions.
• Provided advertising advice to clients, allowing them to make informed decisions, offering the best solution maximise every sales interaction.
• Easily built rapport/relationships with customers to better understand their needs.
• Design, write, edit, proof and costing bookings ensuring minimum accuracy of 99.2%.
• Followed up on all quotes, leads and customer enquiries to successful completion, by setting tasks to ensure fulfilment of customers booking(s) and always meeting publication deadlines.
• Communicated effectively by listening, asking questions, confirming details.
• Participated in team meetings and training, being actively involved, plus encouraging and motivating others.
• Regularly offered feedback to Team Leader to improve procedures and/or correct data in systems.
• Proficient in SalesForce, Cybersell, AdPortal and Media Spectrum systems.

• Provided high quality customer service to members and visitors, and performed assigned golf operational activities in accordance with IGC policies and procedures.
• I brought energy and initiative to my role by being friendly and helpful which ensured every member and visitor were happy and satisfied. I am resourceful and proactive when handling complaints and dealing with problems, using my experience and common sense to find a solution.
• Proficient in MS Word, Excel, Outlook, Mi-Club and Micropower.

• 'Hands-on' business owner I successfully developed, maintained and managed: -

Business plans, operational procedures manual for staff, Lease negotiations, Sales and Marketing, Accounting/Financial records (MYOB AccountRight), Payroll and Superannuation, Recruitment and training of staff, Suppliers (90) negotiating trading terms to ensure maximum profitability and a mutually beneficial relationship, Inventory management (stock + plant & equipment), Customer Service & Satisfaction and a Loyalty Club database of 12,000+.

• Compliance with: ATO quarterly reporting & tax returns, Workplace Healthy & Safety, Fair Work legislation, and Therapeutic Goods Administration advertising guidelines.
• Developed and implemented strategic monthly marketing campaigns to enhance brand visibility and customer engagement.
• Managed daily operations, ensuring optimal inventory levels and streamlined supply chain processes.
• Trained and mentored staff on best practices for customer service and product knowledge.
• Analyzed sales data to identify trends, inform purchasing decisions, and optimize product offerings.

• I successfully managed a marketing budget for 23 stores, by implementing a statewide advertising program in The Sunday Mail 'Body & Soul', which led to an increase in sales for both franchisee and suppliers.
• Negotiated with major health industry suppliers and manufacturers to contribute to our State advertising program.
• Managed billing and reconciliation of suppliers, along with monthly franchisee advertising contributions.
• Organised and attended bi-monthly State Franchise Meetings for the Healthy Life Qld Group, setting agendas, inviting suppliers and manufacturers to attend and showcase their products.
  

• Immense planning and organisation to 'orchestrate' a yearly national charity fundraiser golf event f/- the National Breast Cancer Foundation.
• Negotiate with suppliers/manufacturers sponsorship of the event (naming rights + each hole) which included: on-course signage and TV Advertising.
• Booking the golf course, hotel accommodation and function room for all participants.
• Designing and emailing invitations, collating rsvp's.
• Organising donation, collection and delivery of snacks, drinks, raffle prizes, sporting memorabilia (incl framing) for the auction, an auctioneer and DJ for the post game dinner function for 200+ people.
• Reconciling green fees and function payments, forming teams, coordinating volunteers on course for fund raising activities on course and at the post event function, as well as MC'ing.

Summary: raised a total of $150,000

• State Help Desk ('Nerve Centre') consultant assisting all QLD branches by telephone, with policy and procedural requirements.
• Branch Support Services - Change Management Team Leader. Directed and assisted a team to analyse and improve the new Customer Information System, critical to its success and ensured a smooth delivery to this system to front-line staff of all branches Australia-wide.
• Officer-in-Charge Westpac Toowong Village managing 6 staff. Served customers, successfully met sales targets, expense budgets and reconciliation of many daily reports.
• Compliance with bank policies and legislation.
• Home and Business lending: analysing business financials.
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