Victoria Williams

My role at SS&C involves working with teams within the Business Process Outsourcing to identify process inefficiencies and provide solutions, regulatory reporting, stakeholder management, business analysis and change management assistance on various projects, while fostering a culture of continuous improvement.

• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Improved business processes by analysing current practices and recommending optimisation strategies.
• Interacted with end users and external customers to understand business needs and translate into requirements and project scope.
• Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organisation.
• Applied honed problem-solving skills to analyse and resolve issues impacting business operations and goal achievement.
• Collaborated with stakeholders to define project objectives and criteria.
• Executed analysis of risks and identified risk mitigation strategies.
• Facilitated change management initiatives, ensuring smooth transitions during organisational transformations.
• Analysed data to identify root causes of problems and recommend corrective actions.
• Generated ad-hoc reports to evaluate specific business requirements
• Creation of post-analysis to-be process presentation to key stakeholders
• Gathering of training materials to assist with the training of staff on upcoming change

In my role as a Case Officer I was involved in the case management of life insurances, family law and financial hardship claims. I was involved in process optimisation, training and knowledge management.

• Managed sensitive information discreetly, maintaining confidentiality as required by law or company policy.
• Improved client satisfaction by providing timely updates and maintaining open lines of communication.
• Supported team members during high-stress periods or when additional assistance was needed, contributing to overall team success.
• Successfully resolved complex cases by applying critical thinking skills and utilising a comprehensive understanding of policies and regulations.
• Handled escalated customer complaints professionally, resolving issues promptly without compromising quality service.
• Reduced backlog of pending cases by implementing efficient time management strategies for more effective handling.
• Streamlined processes for increased efficiency through regular review of policies and procedures.
• Collaborated with colleagues to share best practices and develop innovative solutions for challenging cases.
• Monitored case progress for timely completion and compliance with applicable regulations.

My role at Great Southern Bank involved tailored financial services including personal lending, general insurances and health insurance. I was involved in initiatives such as Super Champs, Key To The Door Champs, Digi Mates, branch cultural ambassador, leadership calls.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Maintained and managed customer files and databases.
• Developed rapport with customers, fostering long-term relationships and repeat business.
• Collaborated with team members to create effective strategies for improving overall customer experience.
• Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
• Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
• Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
• Applied basic sales strategy to engage customers and present solutions to suit individual needs.
• Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.

My role at Greater Bank involved tailored financial services including general insurance.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Maintained and managed customer files and databases.
• Developed rapport with customers, fostering long-term relationships and repeat business.
• Collaborated with team members to create effective strategies for improving overall customer experience.
• Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
• Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
• Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
• Applied basic sales strategy to engage customers and present solutions to suit individual needs.
• Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.

• Increased customer satisfaction by providing tailored recommendations based on individual needs and preferences.
• Organised successful Tupperware parties that generated new leads, increased brand awareness, and resulted in repeat business.
• Participated in community events as a brand ambassador, showcasing Tupperware products to diverse audiences.
• Contributed to company-wide sales growth through consistent top-tier performance, setting an example for fellow consultants and reinforcing Tupperware''s reputation for quality customer service.
• Grew revenue through upselling techniques, helping customers understand the benefits of additional products for their specific needs.
• Delivered exceptional after-sales support, addressing any concerns or issues promptly to maintain client trust.
• Educated potential customers about the environmental benefits of using reusable Tupperware containers instead of disposable options.
• Improved product knowledge by attending regular training sessions, staying up-to-date on the latest Tupperware offerings.
• Boosted Tupperware sales by creating engaging and informative product demonstrations.

• Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
• Managed high volume of customers during peak hours, maintaining prompt and efficient service.
• Maintained a clean and organised dining area, contributing to a pleasant atmosphere for guests.
• Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
• Remained calm and poised when dealing with difficult customers or during busy shifts.
• Used cash registers and credit card machines to fulfil orders.
• Greeted new customers, and discussed specials.
• Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
• Handled cash transactions accurately, ensuring proper accounting and minimising discrepancies at the end of shifts.

• Completed daily tasks accurately and on-time to support shop needs.
• Maintained a clean and organized shop floor, optimising space for ease of customer navigation.
• Provided excellent customer service, promptly addressing inquiries and resolving issues.
• Checked incoming orders and organised new stock.
• Contributed to team success by supporting colleagues during peak periods or staff shortages.
• Collaborated with team members to achieve overall store goals and objectives.
• Greeted customers entering store and offered assistance with requirements.
• Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
• Helped managers with daily checklists and last-minute requirements.
• Remained calm and composed in tense situations involving angry or upset customers.
• Assisted in training new hires on store procedures, policies, and product knowledge.

• Adhered to company policies and procedures while completing daily tasks and responsibilities.
• Collaborated with team members to drive sales initiatives and achieve monthly goals.
• Assisted in achieving sales targets through effective upselling and cross-selling techniques.
• Developed strong relationships with customers, fostering repeat business and loyalty.
• Processed transactions efficiently, ensuring accurate pricing and inventory management.
• Collaborated with colleagues on promotional events, leading to higher visibility of products and greater revenue generation.
• Leveraged product expertise to guide customers towards informed purchasing decisions.
• Actively participated in weekly team meetings, offering insights into current challenges or opportunities for growth within the role.
• Provided exceptional customer service by promptly resolving issues and complaints.
• Contributed to overall team success by consistently meeting or exceeding individual sales quotas.
• Assisted customers with prompt and polite support in-person and via telephone.
• Established rapport with customers using active listening and interpersonal skills.