Tanya Moffat
Mindarie,WA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Skilled in developing and executing business plans to maximize profitability, streamline operations and maintain compliance with industry regulations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
16
16
years of professional experience
Work History
Customer Care Executive
Qantas Airways
10.2023 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged strong interpersonal skills to establish rapport with clients quickly, building trust and enabling more effective problem solving.
- Established team priorities, maintained schedules and monitored performance.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Communicated with customers to identify needs and expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
Managing Director, Accounts and Human Resources
Moffat Electrical, Security & Ari Pty Ltd
07.2016 - 07.2023
- Experience working as a Maintenance Planner.
- Head of planning and budgeting.
- Extensive stakeholder engagement and facilitator.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided onsite support, upskilling and facilitation of incident investigations and risk assessments.
- Collaborate with operational leaders to support proactive management of key health and safety risks.
- Delivering the annual H&S plan and supporting operational leaders improving safety maturity through key initiatives.
- Implemented fundamental H&S initiatives, training and coaching.
- Coordinated site-based initiatives that promote the health and wellbeing of the workforce
- Extensive knowledge of the Human Factors as it pertains to analyses and assessments including task, communication, workload, change impact, performance degradation potential, training needs.
- Identification and implementation of continuous improvement opportunities in all areas of the Health and Safety function.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Developed and maintained HR policies and procedures.
- Delivered and coordinated health and safety training for [Number] employees, educating on workplace regulations, policies and procedures.
- Conducted job safety analysis and personal protective equipment analysis to identify hazards for elimination and select proper safety equipment to protect employees from hazards of job.
- Identified opportunities to remove hazards from workplace and developed programs and processes to mitigate [Type] workplace hazards.
- Planned, implemented and evaluated safety goals and objectives for entire [Type] facility.
- Directed post-accident investigations and prepared reports to identify possible accident causes and hazards.
- Monitored workplace activities to determine compliance with safety regulations and standards.
- Conducted safety audits and inspections to identify workplace hazards and deficiencies.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Organized data into multiple spreadsheets to streamline data.
- Used accounting software to prepare weekly and monthly financial reports.
- Completed payroll functions to facilitate accurate and prompt staff payments.
- Completed financial reports, providing insight into performance, operations and cash flow.
- Analyzed financial discrepancies and provided solutions for accurate financial records.
Adiministration
Haden Engineering
09.2010 - 06.2012
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Customer Service Manager
NAB
03.2008 - 02.2010
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawer and resolved discrepancies.
Education
BBA - Accounting And Business Management
ECU
Joondalup, WA07.2016
Skills
- Internal Control Systems
- Data Analysis
- Process Development and Streamlining
- Corporate Communications
- Key Performance Indicators (KPIs)
- Employee Counseling and Support
- Managing Employee Relations
- Document Employee Information
- Conflict Management
- Business Policies and Procedure writing
- Staff Recruitment and Hiring
- Environmental Policies Compliance
Timeline
Customer Care Executive
Qantas Airways
10.2023 - Current
Managing Director, Accounts and Human Resources
Moffat Electrical, Security & Ari Pty Ltd
07.2016 - 07.2023
Adiministration
Haden Engineering
09.2010 - 06.2012
Customer Service Manager
NAB
03.2008 - 02.2010
BBA - Accounting And Business Management
ECU