Trasna Parke
Melbourne,VIC
Summary
- Proactive professional devoted to maintaining high standards in service quality and performance outcomes.
- Effective communication abilities and collaborative mindset.
- Successful at driving financial and productivity results.
- Skilled offering superior technical knowledge for work in a fast-paced industry.
- Capable of enhancing customer experience and providing overall excellent customer service.
- Proficient in addressing complex challenges with a focus on overarching objectives and sustained high performance.
- Effectively manages stress, adheres to deadlines, and displays superior organizational proficiency
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
20
20
years of professional experience
Work History
Customer Success Officer
Figment Technology
Melbourne
01.2021 - 07.2023
- Provide high-level administrative support, including diary and email management, to the CEO and COO.
- Manage travel bookings and itineraries for staff.
- Assist in creating materials for meetings involving customers and internal stakeholders.
- Development and maintenance of appropriate HR and customer management systems, including staff files and other necessary documentation.
- Built out procedures for Customer Onboarding and Customer Care.
- Facilitated onboarding and sustained customer engagement.
- Provided training on the system, maintained customer relationships, and provided troubleshooting when required.
- CRM management and maintenance (including optimizing integration across different databases).
- System and process support, and training of all staff and customers.
- Record keeping and file management.
- Review and monitor systems, processes, and procedures to ensure proper governance and a high standard is maintained.
- Supervised subordinate staff in carrying out daily duties and activities.
- Responded promptly to customer inquiries or complaints in a polite manner.
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Implemented new technologies to enhance workplace productivity levels.
Executive Assistant
Colibri Partners
Melbourne
01.2020 - 10.2020
- Administer high-level administrative support to C Suite featuring comprehensive diary and email management.
- Answered telephone calls from customers or clients providing assistance where necessary.
- Facilitate working groups and organizational meetings as directed, including coordinating catering and securing meeting venues.
- Manage travel bookings and itineraries.
- Provide assistance with preparing materials for meetings.
- Administered and refreshed HR systems to encompass staff files and critical documentation.
- CRM oversight and upkeep (including enhancing integration across various databases).
- Deliver comprehensive support and training on systems and processes to all staff.
- Developed a policy and procedure register.
- Record keeping and file management.
- Review and direct systems, processes, and procedures to secure proper governance and sustain elevated standards.
- Scheduled appointments for executives with external parties.
- Facilitated communication between senior management and staff.
- Created and maintained up-to-date records related to customer accounts and financial transactions.
- Monitored incoming emails and responded accordingly in a timely manner.
- Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
Executive Assistant
Beltap Capital
03.2019 - 01.2020
- Administer high-level administrative support to C Suite featuring comprehensive diary and email management.
- Answered telephone calls from customers or clients providing assistance where necessary.
- Facilitate working groups and organizational meetings as directed, including coordinating catering and securing meeting venues.
- Manage travel bookings and itineraries.
- Provide assistance with preparing materials for meetings.
- Administered and refreshed HR systems to encompass staff files and critical documentation.
- CRM oversight and upkeep (including enhancing integration across various databases).
- Deliver comprehensive support and training on systems and processes to all staff.
- Developed a policy and procedure register.
- Record keeping and file management.
- Review and direct systems, processes, and procedures to secure proper governance and sustain elevated standards.
- Scheduled appointments for executives with external parties.
- Facilitated communication between senior management and staff.
- Created and maintained up-to-date records related to customer accounts and financial transactions.
- Monitored incoming emails and responded accordingly in a timely manner.
- Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
National Training & Implementation Manager
Powerwrap
10.2018 - 03.2019
- Developed demonstrations to enhance Sales team effectiveness and deliver presentations on systems and products to external clients.
- Established training documentation to enhance Operational team and facilitate training on systems and procedures.
- Managed the implementation of new software systems, ensuring that all requirements were met and deadlines were adhered to.
- Created user documentation and support materials for new system implementations.
- Ensured that all team members involved in the implementation process had access to the resources they needed in order to complete their tasks efficiently.
- Collaborated with cross-functional teams to ensure successful integration of hardware, software, and networking components.
- Conducted training sessions for staff members on how to use newly implemented systems effectively.
- Assisted users with setting up accounts and configuring settings on their devices for optimal system performance.
- Provided regular updates to stakeholders regarding project status and progress towards objectives.
- Analyzed customer feedback and identified areas for improvement in existing implementations or processes.
Head of Relationship Management
Powerwrap
01.2017 - 10.2018
- Oversaw team of Relationship Managers.
- Directed main point of contact responsibilities and established strong connections with a personal client base.
- Developed and executed regular client business reviews, providing insights to Management and Board.
- Acts as initial point of contact for complaints, addressing resolutions or elevating issues when appropriate.
- Worked with cross-functional teams to achieve goals.
- Identified needs of customers promptly and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Recognized by management for providing exceptional customer service.
Relationship Manager
Powerwrap
01.2013 - 01.2016
- Served as primary point of contact while cultivating relationships with client base.
- Managed and offered guidance on operational procedures.
- Cultivated relationships with internal and external stakeholders, including third-party vendors.
- Implemented strategies aimed at improving overall customer satisfaction levels.
- Generated reports regarding customer interactions, performance metrics, and revenue goals.
- Provided exceptional customer service by responding promptly to inquiries and resolving issues in a timely manner.
- Evaluated customer feedback to identify areas of improvement in products or services offered.
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Maintained accurate records of all client interactions within the company's CRM system.
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Collaborated with internal teams to develop strategies that would increase customer engagement levels.
- Conducted regular client meetings to assess progress, discuss opportunities for growth, and address any concerns.
- Provided ongoing support throughout the sales cycle by responding promptly to inquiries, resolving issues, and following up on requests in a timely manner.
- Resolved escalated customer issues efficiently and effectively within established timelines.
- Ensured compliance with regulatory standards and company policies in all client interactions.
- Managed portfolio of client accounts, ensuring high levels of satisfaction and loyalty.
Relationship Manager
BT Margin Lending
01.2008 - 01.2013
- Comply with audit and compliance requirements in relation to clients.
- Provide front line service to both internal and external advisers, and clients.
- Direct clients to the appropriate area to resolve requests and queries outside my authority.
Account Executive
Merrill Lynch
01.2004 - 01.2008
Education
High School Diploma -
North Albany Senior High School
Albany, WA12-1997
Skills
- Effective team player
- Excellent attention to detail
- Ability to set goals and multitask
- Fast learner
- Issue resolution skills
- Effective choices
- Training development
- Customer relationship management
- Documentation management
- Time management
References
References available upon request.
Timeline
Customer Success Officer
Figment Technology
01.2021 - 07.2023
Executive Assistant
Colibri Partners
01.2020 - 10.2020
Executive Assistant
Beltap Capital
03.2019 - 01.2020
National Training & Implementation Manager
Powerwrap
10.2018 - 03.2019
Head of Relationship Management
Powerwrap
01.2017 - 10.2018
Relationship Manager
Powerwrap
01.2013 - 01.2016
Relationship Manager
BT Margin Lending
01.2008 - 01.2013
Account Executive
Merrill Lynch
01.2004 - 01.2008
High School Diploma -
North Albany Senior High School