Toni-Ann Rogriena Allison Kirlew
South Lake,WA
Summary
I’m a dedicated customer service professional with a passion for exceeding customer expectations. Proven ability to handle inquiries, resolve issues, and foster positive relationships. Skilled in communication, problem-solving, and delivering top-notch service with a demonstrated ability to exceed targets and deliver exceptional customer experiences.
Overview
15
15
years of professional experience
Work History
Customer Relationship Manager
Baycorp
10.2022 - Current
- Identify, track, manage, and investigate delinquent customer accounts
- Work closely with customers to negotiate payment arrangements
- Cultivate working relationships with customers, guiding them through the repayment process
- Follow up with customers to ensure payments are made in a timely manner
- Use databases to monitor and update outstanding accounts
- Keep records of all customer communications to build individual debtor cases
- Identify customers with outstanding debts
- Contact and track debtors, encouraging timely repayment
- Handle customer questions, complaints, and inquiries with empathy and understanding
- Profiling debtors to understand each their current financial position, willingness to pay and mindset to arrange a sustainable and mutually beneficial payment arrangement
- Create and implement debt collection courses of action
- Negotiate specific payment plan arrangements with debtors
- Investigate discrepancies to resolve outstanding customer accounts
- Consistently learning through completing monthly compliance modules and implementing all things learned to maintain company and legislative guidelines
- Meeting all KPI’s and monthly goals as given personally and by management
- Explaining the expectations, consequences and benefits of each client’s matters to each customer consistently with an emphasis on clarity and comprehension.
Client Services Manager/Receptionist/Executive Assistant
Femia Accountants
03.2022 - 10.2022
- Supervising day-to-day operations in the customer service department
- Responding to customer service issues in a timely manner
- Creating effective customer service procedures, policies, and standards
- Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis
- Implementing an effective customer loyalty program
- Maintaining accurate records and documenting all customer service activities and discussions
- Assessing service statistics and preparing detailed reports on your findings
- Hiring and training new customer service agents
- Maintaining positive relationships with customers
- Identifying customer needs and overseeing service delivery within the business context
- Assessing customer feedback and using your creativity to establish, improve, and refine services
- Remaining organised and meeting deadlines
- Greet and welcome guests as soon as they arrive at the office
- Direct visitors to the appropriate person and office
- Answer, screen and forward incoming phone calls
- Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g
- Pens, forms and brochures)
- Provide basic and accurate information in-person and via phone/email
- Receive, sort and distribute daily mail/deliveries
- Maintain office security by following safety procedures and controlling access via the reception desk
- Order front office supplies and keep inventory of stock
- Update calendars and schedule meetings
- Arrange travel and accommodations, and prepare vouchers
- Keep updated records of office expenses and costs
- Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing
- Schedule and confirm appointments and maintain event calendars
- Answer the phone in a timely manner and direct calls to the correct offices
- Create and manage both digital and hardcopy filing systems
- Deal with bookings by phone, e-mail, letter, fax or face-to-face
- Complete procedures when Clients arrive and leave
- Prepare bills and take payments
- Take and pass on messages to Clients
- Deal with special requests from Clients
- Deal with complaints or problems
- Inform other employees of visitors' arrivals or cancellations
- Enter customer data and send correspondence
- Copy, file and maintain paper or electronic documents and records
- Admin Support to Team Members
- Greeting clients and offering refreshments
- Handling lodgements and conversing with the Australian Taxation Office regarding revisions ect
- Responding to Telephone Enquiries
- Scanning documents, labelling and electronic filing
- Liaising with clients for information/documents
- Reviewing and collating financial data from clients
- Following up with clients regarding outstanding documents for signature/lodgements and information requests
- Preparing documentation for meetings
- Handled private and confidential documents/client information.
Night Fill Team Member/Frontend Team Member
Woolworths
06.2019 - 02.2022
- Assisting customers locate and transport items when working during store hours
- Collecting and transport items from the storeroom to the sales floor for shelving and stocking
- Labelling goods with prices if requested and discard expired items that have not been sold
- Organising shelves, racks and bins, removing all products or goods that have been misplaced and bringing them to appropriate areas
- Positioning products and goods in an organised way on racks and in shelves or bins
- Referring to stock inventory and record products sold and taken from stockroom
- Restocking shelves with goods, placing products with earliest expiration dates in the front and placing new items in the back
- Frontend Team Member
- Provided quality customer service such as scanning items and taking the final payments
- Was responsible for greeting customers professionally and being friendly to everyone who enters the store
- Answered the queries of customers, while remaining educated on the products sold
- Stocked and maintained inventories while keeping the register terminal and store in order
- As a member of Front End staff, I was also a member of the Online Team
- My duties included collecting order notes to fulfill deliveries, picking out ordered items from storage shelves or rooms using barcodes, serial numbers, etc., operating handling equipment according to industrial safety regulations, updating stock inventory after each item is retrieved, managing stock control, including item replenishment and storage, and performing general warehouse duties as necessary.
Server/Waitress
Kazz’s Jamaican Chicken
02.2019 - 05.2019
- Providing excellent customer service
- Taking orders & serving food & beverages to patrons
- Taking payments by cash & eftpos, keeping track of receipts & balancing of books
- Preparation & cooking of food
- Cleaning & maintaining workplace to exceptional standards
- Following all relevant health department regulations.
Reception, Accounts & Administration
Align Orthodontics
11.2018 - 02.2019
- Working in front reception, greeting clients, answering calls & taking messages
- Booking dental appointments and assisting with patient queries
- Sending through appointment reminders and following up with patients after treatment
- Managing the schedule & collaboration with dentists
- Organising patient records & processing into data system
- Maintenance & updating of records as required
- Processing of payments & health insurance claims
- Coordinating referrals between the orthodontist and the dentists
- Troubleshooting common questions from patients with regard to typical orthodontic concerns
- Requested and sent dental records and X-rays between offices when necessary
- Worked with accounting to create and maintain patient payment plans
- Assisting with all accounts payable & receivable - data entry, following up on payments etc
- Uploaded the invoices (company’s expenses) monthly using Quickbooks
- Compiled reports for management showing results
- Responded to all queries in a prompt and courteous manner.
Social Media Manager/Marketing
Universal Service Fund
11.2016 - 07.2018
- Managed social media marketing campaigns and day-to-day activities
- Collaborated with supervisors and head management to plan marketing strategies
- Developed relevant content topics to reach the company’s target customers
- Created written content for publishing on website and social media
- Created graphic design, images, and video content
- Monitored, listened, and responded to users while cultivating leads and sales
- Conducted online advocacy and opened a stream for cross-promotions
- Developed and expanded community and influencer outreach efforts
- Oversaw design (i.e., Facebook Timeline cover, profile pic, thumbnails, ads, landing pages, Twitter profile, Blog, etc.)
- Designed, created, and managed promotions and Social ad campaigns
- Managed efforts in building online reviews and reputation
- Monitored online reviews and responded to each review
- Analyzed key metrics and tweaked strategy as required
- Responded to all queries in a prompt and courteous manner.
Server/Waitress
Kazz’s Jamaican Chicken
01.2015 - 03.2016
- Providing excellent customer service
- Taking orders & serving food & beverages to patrons
- Taking payments by cash & eftpos, keeping track of receipts & balancing of books
- Preparation & cooking of food
- Cleaning & maintaining workplace to exceptional standards
- Following all relevant health department regulations.
Production Assistant/Social Media Manager/Sales/Marketing
In Person with Camile
10.2013 - 11.2014
- Designed talk show topics and provided support by procuring guests and preparing the scripts on a weekly basis
- Interviewed local and international personalities, politicians, artists, community leaders, and activists
- Assisted the staff in the development, maintenance, and implementation of the station's image
- Checked that shows are carried in accordance with the network policies
- Developed and implemented successful on-air promotion
- Developed a social media strategy and set goals to increase brand awareness and increase engagement
- Managed all social media channels such as Facebook, Twitter, Pinterest, Google +, and Instagram
- Planned content and delivery and used tools like Hootsuite and Asana to manage multiple social media channels
- Developed and managed competitions and campaigns that promote your organization and brand
- Wrote engaging blog posts and articles
- Created engaging multimedia content such as videos and/or outsource this effectively
- Managed and facilitated social media communities by responding to social media posts and developing discussions
- Monitored and reported on performance on social media platforms using tools such as Google Analytics
- Established and developed long-term business relationships
- Sourced, identified, and secured new business opportunities
- Generated creative solutions for clients
- Presented campaign proposals.
Customer Service/Sales Agent
Price4Limos.com
07.2013 - 09.2013
- Managed a large amount of incoming calls
- Provided excellent customer service
- Handled queries and bookings
- Generated sales leads
- Met personal/team sales targets and call handling quotas
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Kept records of customer interactions, process customer accounts, and file documents
- Followed communication procedures, guidelines, and policies
- Went the extra mile to engage customers
- Resolved customer complaints as necessary
- Assisted with the placement of orders
- Took payment information and other pertinent information such as addresses and phone numbers
- Placed or canceled orders.
Secretary/Office Manager/Marketing/Sales
Body Reshaping Experience
05.2012 - 06.2013
- Conducted administrative tasks for the Chief Executive Officer
- Took minutes at meetings, followed up on action items, typed, faxed, scanned, photocopied, as well as maintained filing system
- Managed and prioritized multiple tasks in an organized manner
- Maintaining diaries and arranging appointments
- Typed, prepared, and collated reports
- Implemented new procedures and administrative systems
- Processing of accounts payable & receivable
- Answered calls, took messages, and handled correspondence
- Managed reception, meeting and greeting of clients
- Oversaw and developed marketing campaigns
- Conducted research and analyzed data to identify and define audiences
- Devised and presented ideas and strategies
- Organizing promotional activities and events
- Wrote and proofread creative copy
- Managed campaigns on social media
- Presented, promoted, and sold products/services to existing and prospective customers
- Performed cost-benefit and needs analysis of existing/potential customers to meet their needs
- Established, developed, and maintained positive business and customer relationships
- Expedited the resolution of customer problems and complaints to maximize satisfaction
- Achieved agreed-upon sales targets and outcomes within schedule
- Analyzed the territory/market’s potential, track sales and status reports
- Supplied management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
Office Assistant (Summer Employment Programme)
Portmore Municipal Council
07.2010 - 08.2010
- Customer Service
- Data Entry
- Faxing, scanning, and photocopying documents as requested
- Maintenance of filing system.
Summer Programme Assistant
Brideport Public Library
07.2009 - 08.2009
- Compiled records
- Sorted and shelved books
- Issued and received library books & media
- Located library books for loan and replaced in shelving area according to identification number and title
- Registered patrons to permit them to borrow books, periodicals, and other library materials.
Education
Strategic Reputation Management: Unleashing the Power of Branding Workshop -
GovStrat Limited
Digital Media Mastery Level 2 (Social Media Workshop) -
Digital Global Marketing
Mathematics -
University of Technology Jamaica
10.2017
Certificate II in Business -
Canning College
12.2015
Skills
- Customer Relations
- Research and due diligence
- Training and mentoring
- Inter-department collaboration
- Account Management
- Customer Relationship Management
- Goal Setting
- Work Planning and Prioritization
- MS Office
- Negotiation and Conflict Resolution
- Professional and Courteous
Attributes
- Hardworking & reliable
- Good organizational and prioritizing skills
- Responsible & committed
- Excellent computer skills including Microsoft Office and social media platforms
- Experience in a number of accounting and software systems
- Self-motivated and goal orientated
- Easily adaptable to change, with a willingness to learn concepts and strategies
- Quickly and easily learn new skills
- Highly imaginative with many innovative ideas
- Able to work autonomously or in a team environment
- Excellent problem solving, time management skills
- Strong written and verbal communication skills
- Great customer service
- Ability to multi-task, prioritise and meet competing deadlines
- The ability to learn and master new systems
- Good understanding of relevant regulatory obligations in the debt industry
References
- Bernadette Maskiell, Service Delivery Manager/Direct Supervisor, 0413941907, bmaskiell@hotmail.com
- Florence Stainton, Team Performance Manager– Baycorp, 0451 813 252, Florence.stainton@baycorp.com.au
Hobbies
Reading
Walking My Dog
Meditation
Languages
English
Native or Bilingual
Timeline
Customer Relationship Manager
Baycorp
10.2022 - Current
Client Services Manager/Receptionist/Executive Assistant
Femia Accountants
03.2022 - 10.2022
Night Fill Team Member/Frontend Team Member
Woolworths
06.2019 - 02.2022
Server/Waitress
Kazz’s Jamaican Chicken
02.2019 - 05.2019
Reception, Accounts & Administration
Align Orthodontics
11.2018 - 02.2019
Social Media Manager/Marketing
Universal Service Fund
11.2016 - 07.2018
Server/Waitress
Kazz’s Jamaican Chicken
01.2015 - 03.2016
Production Assistant/Social Media Manager/Sales/Marketing
In Person with Camile
10.2013 - 11.2014
Customer Service/Sales Agent
Price4Limos.com
07.2013 - 09.2013
Secretary/Office Manager/Marketing/Sales
Body Reshaping Experience
05.2012 - 06.2013
Office Assistant (Summer Employment Programme)
Portmore Municipal Council
07.2010 - 08.2010
Summer Programme Assistant
Brideport Public Library
07.2009 - 08.2009
Strategic Reputation Management: Unleashing the Power of Branding Workshop -
GovStrat Limited
Digital Media Mastery Level 2 (Social Media Workshop) -
Digital Global Marketing
Mathematics -
University of Technology Jamaica
Certificate II in Business -
Canning College
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