VANESSA SHIELDS
Hoppers Crossing
Summary
Dedicated Customer Service professional motivated to develop and maintain customer satisfaction and contribute to company success. Core strengths are customer service, active listening skills, inventory control, energetic work attitude, courteous demeanour, invoice processing, strong organisational skills, large cash/cheque deposits, excellent time management, self motivated, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
37
37
years of professional experience
Work History
Administrative Assistant
Ld Total
04.2024 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Volunteered to help with special projects of varying degrees of complexity.
- Liaised between clients and vendors and maintained effective lines of communication.
Claims Administrator
Ld Total
12.2023 - 04.2024
- Supported continuous improvement efforts by identifying opportunities for process enhancements in the claims handling process.
- Reduced claim processing time by streamlining workflows and implementing efficient practices.
- Balanced workload effectively, prioritizing tasks to ensure timely completion of all claim-related responsibilities.
- Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
- Ensured timely claim payments by diligently monitoring deadlines and following up on outstanding documents.
Receptionist
Werribee Automotive Group
08.2014 - 12.2023
- General Administrative duties
- Banking
- Invoicing and reconciliation of statements
- Vic roads registrations and trade ins
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Maintained visitor log for entering and leaving facility for security purposes.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Administrative Support Assistant
Statewide Fire Protection
01.1996 - 01.2015
- Responding to general telephone enquiries
- Delivery of product
- General administrative duties
- Executed record filing system to improve document organization and management.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
Business owner / cleaner
Diamond Touch Cleaning Services
01.2006 - 01.2014
- Providing a full domestic cleaning service to clients located in Werribee & Geelong
- Consulted with customers to assess needs and propose optimal solutions.
- Assessed damaged materials and notified maintenance personnel of needed repairs.
- Interacted well with customers to build connections and nurture relationships.
Shift Manager
McDonald's
01.1994 - 01.2005
- Customer Service
- Staff Rostering
- Inventory/ stock control management
- Conduct Store Accredited Training
- Responsible for store maintenance
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
- Tracked receipts, employee hours, and inventory movements.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Consistently exhibited calm demeanour during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Scheduled staff to establish adequate coverage during peak business hours.
- Troubleshot equipment to reduce service calls and downtime.
- Managed staff hiring, training and supervision.
- Kept accurate and detailed records of personnel progress and productivity.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
Apprentice Hairdresser
Mark Wieslmann Hair Salon
01.1991 - 01.1999
- Customer service
- Maintain client bookings
- Answered telephone calls to provide information and schedule new appointments.
- Performed basic housekeeping duties such as sweeping, taking out trash and collecting dirty linens for wash.
- Helped get clients' hair ready for treatment by shampooing and conditioning at wash station.
- Assisted hairdressers with cutting, colouring, and styling hair to maintain salon workflow efficiency.
- Prepared clients for hair cuts and styles with soothing shampoo work.
- Assisted front desk by answering phone calls, taking appointments and checking clients in.
- Sterilized cutting equipment and refilled hair product bottles to assist hair stylists during busy periods.
- Completed basic styles for regular customers by using strong blow-drying and curling abilities.
- Freed up stylists to focus on customers by personally handling basic tasks such as restocking supplies.
- Assisted hair stylists with colorwork by applying base colours and toners.
- Studied advanced techniques to develop proficiency and better serve customers.
- Shampooed, conditioned, and rinsed guests' hair using salon-exclusive products while educating clients on product benefits to increase product sales.
- Maintained regular client list and successfully handled walk-in customers.
- Attended hair shows, classes and seminars to stay up-to-date on latest trends.
Retail Assistant
Target
01.1988 - 01.1991
- Customer Service
- Stock Merchandising
- Stock take
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Assisted customers with prompt and polite support in-person and via telephone.
- Answered incoming calls and emails to provide product information, features and benefits.
Education
Basic Management Intermediate Operations Course -
McDonald's Training Centre
Melbourne, VIC2000
Basic Operations Course -
McDonald's Training Centre
Melbourne, VIC1996
Trade Certificate: Hairdressing - Hairdressing
Western Metropolitan College of Tafe
Melbourne, VIC1994
High School Diploma -
Hoppers Crossing Secondary College
Hoppers Crossing, VIC1990
Skills
- Customer Assistance
- Bank Deposits
- Filing
- Office Supplies and Inventory
- Telephone Reception
- Office Administration
- Flexible Hours
- Reviewing Resumes
- Register Opening and Closing
- Administrative Support
- Safety and Cleanliness Standards
- Adaptable and Flexible
Timeline
Administrative Assistant
Ld Total
04.2024 - Current
Claims Administrator
Ld Total
12.2023 - 04.2024
Receptionist
Werribee Automotive Group
08.2014 - 12.2023
Business owner / cleaner
Diamond Touch Cleaning Services
01.2006 - 01.2014
Administrative Support Assistant
Statewide Fire Protection
01.1996 - 01.2015
Shift Manager
McDonald's
01.1994 - 01.2005
Apprentice Hairdresser
Mark Wieslmann Hair Salon
01.1991 - 01.1999
Retail Assistant
Target
01.1988 - 01.1991
Basic Management Intermediate Operations Course -
McDonald's Training Centre
Basic Operations Course -
McDonald's Training Centre
Trade Certificate: Hairdressing - Hairdressing
Western Metropolitan College of Tafe
High School Diploma -
Hoppers Crossing Secondary College
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