Tanya Bakhos
Guildford,NSW
Summary
With many years of experience within the industry, I excel in enhancing client satisfaction and streamlining service operations. My expertise in telephone communication and accurate recordkeeping, coupled with exceptional team leadership, has significantly improved service delivery efficiency. Achieved a notable increase in client retention through individualized service plans and meticulous service monitoring. I'm a dedicated service professional with strong background in coordinating and managing service operations. Known for driving efficiency and enhancing customer experiences while fostering collaborative team environment. Reliable and adaptable, equipped with key skills in communication and organization.
Overview
23
23
years of professional experience
Work History
Service Coordinator
Precise Air Group
07.2023 - Current
- Coordinated and monitored service activities to confirm work met all requirements.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Assessed customer needs and developed solutions to meet needs.
- Communicated with clients and service providers to provide updates on work progress.
- Managed and coordinated service teams to achieve successful completion of service projects.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Implemented new scheduling system to optimize resource allocation and maximize service delivery.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Conducting monthly reporting to clients based on KPI performances, occupational health and safety updates, monthly tax invoices completed, outstanding owing debtor, AFSS's due for current and ongoing months and waste usage.
- Administrator subject matter expert. Training staff start to order processes.
- Scheduler subject matter expert. Training staff start to order processes.
- Invoicing to meet client KPI deadlines and monthly target budgets (also includes contract PM invoicing).
- Cleaning and resolving outstanding statement of accounts.
- Using programs and portals that include Pronto, Pronto Xi, Uptick, Avetta, BSAFE, SWAP, Rapid Global, JLL Onsite, Corrigo Pro, Verified.
Service Advisor
Extinguisher Services
06.2021 - 07.2023
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Organising annual full function tests with technicians, subcontractors and strata in order to complete the annual fire safety statements.
- Creating new and updating Uptick clients, properties, assets and routines.
- Performing defect and service quotations within Uptick & FileMaker.
Office Administrator
Precise Air Group
01.2019 - 06.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- 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.
- Reconciled account files and produced monthly reports.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
- Performed monthly preventative maintenance scheduling to meet monthly KPIs.
- Invoiced various national clients which included adding to portals required.
- Conducted performance reporting to meet KPIs.
- Liaising with staff members on daily basis.
- Trained staff members for scheduling and invoicing.
Customer Service Representative (2IC)
Wormald
08.2016 - 01.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Completed annual certification for portable fire equipment as per annual standards.
- Met deadlines for monthly invoicing and client KPIs.
Car Salesperson
First Choice Auto
06.2013 - 07.2016
- Maximized profit margins by effectively negotiating trade-in values and upselling additional services or products.
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Met customers on lot and in showroom to discuss available vehicles and options.
- Completed registration paperwork and sales documentation.
Key Accounts Team Leader
Chubb Fire & Security
06.2002 - 06.2013
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organising reporting for certifiers performing the annual fire safety statement orders which included failed quoted defects found during inspections.
Education
High School Diploma -
Cerdon College Merrylands
NSW12-2001
Skills
- Telephone communication
- Accurate recordkeeping
- Client advocacy
- Notetaking and documentation
- Goal setting
- Team leadership
- Individualized service plans
- Service monitoring and evaluation
Timeline
Service Coordinator
Precise Air Group
07.2023 - Current
Service Advisor
Extinguisher Services
06.2021 - 07.2023
Office Administrator
Precise Air Group
01.2019 - 06.2019
Customer Service Representative (2IC)
Wormald
08.2016 - 01.2019
Car Salesperson
First Choice Auto
06.2013 - 07.2016
Key Accounts Team Leader
Chubb Fire & Security
06.2002 - 06.2013
High School Diploma -
Cerdon College Merrylands
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