Vicki Calvitto
Cheltenham,VIC
Summary
Hello!!
Welcome to my resume
A little bit about me....Strong and resolute and I thrive on challenging tasks. I deliver both exceptional support to my Managers and superior service and results for the customer/client. I believe I am in an excellent position as an individual, team member and leader to assist any corporation to further strengthen its position in the market place and be part of a team that can make that difference. I am extremely loyal and love being part of a happy team as well as a strong individual. Business expertise in customer service within administration specialising in escalations, settlements, debt insolvency within collections.
Business support professional with deep experience in administrative functions, project coordination, and data management. Known for driving efficiency through strong organizational skills, effective communication, and problem-solving abilities. Highly valued for team collaboration and adaptability to evolving needs. Proficient in Microsoft Office Suite, CRM systems, and office management tools.
Business professional with proven track record in delivering high-quality administrative support. Recognized for improving workflow efficiency and contributing to team success. Reliable and adaptable, excelling in collaborative environments and focused on achieving results. Positive team player and love to help and resolve clients solutions for the business.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Business Support Administrator Customer Support
Melki Consulting Account Manager
03.2024 - 11.2024
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Dealing with High Level of inbound and outbound enquiries via phone and email
- Support and provisioning of all incoming requests with end to end service
- Handle all escalation and complaints within the business account manager requests register
- Increased customer satisfaction with prompt and professional handling of inquiries and concerns.
- Contributed to the successful launch of new initiatives by coordinating project resources effectively.
- Assisted in employee onboarding processes, contributing to an improved new hire experience.
Business Case Manager Insolvency /Escalations
Illion-Suncorp
03.2022 - 02.2023
- This role entailed collections of motor vehicle claims and debt recovery - other clients involved was TOLL collections and utilities collections such as Telstra snd Foxtel
- Operate and know legislative law within the debt recovery process and insurance guidelines
- Act within the guidelines of debt recovery PRIVACY LAW and diligently act within these guidelines
- Duties included:
- Inbound and outbound dialler enquires
- Offering resolutions on existing debt
- Offering payment plans and set up of payment plans
- Resolve any discrepancy with outstanding debt
- Managing hardship claims within debt guidelines
- Collection of outstanding payments and processing payments
- Offering settlements on existing debts
- Managing email enquires with our clients such as RACV ALLIANZ IAG ETC externally and negotiate solution of settlement
- Dealing with customers with empathy and being challenged with escalations
- Operate Suncorp systems and CRM system to capture call and outcome systems included noble , merc etc
- Thoroughly enjoyed this role offering a win win for client and customer
Business Administration Support (Part Time)
Telstra
10.2012 - 10.2021
- Focused on Business Fixed Services
- Business customer queries relating to business fixed voice lines (simplex and complex products), NBN, SIP products, ISDN migrations, new line connections etc and broadband options
- Process and provision all NBN fixed activations and transitions/migrations
- Process and provision all Business broadband ADSL activations
- Process and provision all fixed product modifications orders for mobiles and fixed including name changes, diversions, billing changes, address updates etc
- Follow up and raise order escalations for data connections
- Contract and POS compliance
- Maintain and retain customer relationship for business customers
- In store consultations with business customers
- General office duties and filing along with compliance involved in tasks
- Building and maintaining retention and customer relations is the number one priority
- New lead customers are phoned and booked in for appointments
- Managing customer complaints in fixed business products including escalation process with other Telstra departments, as required
- Use of Telstra systems that include Mobile Help Desk, OOT, IDCOO, CAT, STS, Flexcab, Partner Portal, CSSA
Customer Service Manager
Optus Business Direct
01.2010 - 01.2012
- Complete all administration for team
- Contact customers with new quotes
- Resolve all credit enquiries
- Manage incoming email queries
- Support all account execs with customer retention
- Visit clients with product packs
- Create workflow leads for acct execs
Personal Assistant to Managing Director
Optus Business Direct
01.2010 - 01.2012
- Arrange all travel flights and accommodation
- Complete set tasks from MD (personal and legal)
- Complete and Diarise all meetings
- Schedule Interviews/Training for new applicants
- Create induction packs for new applicants
- Complete and update all OH&S Policies
- Arrange all marketing events for Company
- Organise training sessions with new inductees
Business Support Associate
Telstra Business Corporation
03.2007 - 10.2009
- Specific Role Purpose is to provide support as prime contact point for National Faxstream Inbox and Back of house work requests for provisioning
- National support for all Contact centres for consultants re all aspects of the product
- Faxstream also deals with an outsourced company that handles part of the provision process which means we work inconjuction with each other
- This includes Specific Accountabilities such as:
- Dealing with customer enquiries across a range of products and services for all complex products and manage National Inbox and archives system
- Monitor progress of template implementation with Product Managers
- Provision and perform orders for National Inbox Queue
- Completing Axis modification orders for all Faxstream Products
Senior Sales Associate
Telstra Business Corporation
08.2006 - 03.2007
- Sales Associate for the Business Broadband team was to support the Account managers and Sales manager with all facets of support
- This included reporting, administration, training, product knowledge, proposals and escalations and client liaison
- Accountabilities
- Supporting Sales manager with all aspects of support for sales team
- Analytical and forecasting reports and implementing briefings
- Administration of team requirements i.e
- Leave sick days
- Ability to supervise and train co workers in systems, sale process and products
- Escalations from superior portfolios for AE's
- Completion of orders promptly and efficiently
- Completing Sales and Service requirements of customers for AE's portfolios
- Update National Maxim and Database, involved in enhancing product with marketing
- Implement new sales strategies for product and customer for best sales results
Business Technical Sales and Support
Telstra Business Corporation
07.2003 - 08.2006
- Provide superior Sales and Service for all Business customers re their National Internet Direct
- Manage Service Sales @ telstra inbox
- Receiving incoming calls from customers regarding escalations
- Provide technical support for all data communications
- Provide Customer retention
- Provide quotes for customers re their Technical and IT purposes
- Exceed sales target
- Be part of a specialist group and product for business customers
Sales and Service Business Consultant
Telstra Business Corporation
09.1999 - 07.2003
- Provide Solution selling for customers with complex products enquiries
- Follow through leads via National inbox Solution Selling
- Provide sales quotes for customer's portfolio
- Provide guidance and leadership with customers for right product
- Provide end to end service and solution selling
Customer Service Business Consultant
Telstra Business Corporation
07.1996 - 07.1999
- Provide Superior Customer Service
- Increase Sales Revenue
- Ability to activate and provision pagers
- Provide technical support
- End to End customer service
Activations Consultant for Number Redirections and Reservations
Telstra Business Corporation
02.1996 - 06.1996
- Receive requests and handle customer redirection for mobiles
- Upgrade analogue to digital mobiles that require redirection
- Liaise with Telstra Dealers for activation and number reservations
- Meet set GOS
Business Sales Consultant
Telstra Business Corporation
11.1995 - 06.1996
- Meet sales Targets for outbound campaigns
- Liase with opposition customers to winback to Telstra Corporation Limited
- Promote Telstra Campaigns for Winback to Telstra Corporation Limited
- Provide information for customer wanting to come back to Telstra Corporation Limited
Business Sales Consultant
Promaths P/L
01.1991 - 01.1994
- Company Overview: Childrens Educational Learning Devices
- Conduct and Manage Trade Shows and events
- Organise all promotional events for company
- Arrange all bookings for interstate and regional events
- Train new staff on Company products and provide on going support
- Organise weekly annual rosters for promotional events
- Generate leads from all events
- Ability to work independently and manage staff
- Exceed Targets
- Maintain excellent relationships with external organisers and casual leasing events
- Childrens Educational Learning Devices
Retail Manager
Caterpillar Boutique
01.1989 - 12.1990
Education
Diploma of Business Studies And Administration -
MONASH
Caulfield, VICVCE -
Cheltenham Secondary College
Skills
- Office management and Escalations processor
- Human resources support
- Mediation and customer service point of contact
- Document management
- Performance tracking
- Meeting coordination
- Negotiation and strong settlements solutions
- Managing all business escalations with solution focused outcomes
Accomplishments
- Increased sales by 100 percent within Telstra Operations
- Implemented processes to streamline workflow.
- Negotiated lucrative partnerships with Telstra, OPTUS, Illion and Canvas and Sasson and many more.
- Improved or maintained profit and revenue margins over previous years.
- Exceeded revenue targets by 100 percent customer service KPI administrations and collections
- First place in marketing competition.
- Effectively build strong relationships with existing clients and create new business customers
Phonenumbers
0436296797, 03 9585 5115
Affiliations
- Telstra Business Services
Certification
- Telstra Business Principles 2020
- RG148 debt recovery
- Mediation practises in insolvency
- Debt and Settlements certification
Languages
Greek
Full Professional
Italian
Native or Bilingual
Interests
- I enjoy helping others and giving back to the community
- Tech enthusiast, passionate about exploring the latest advancements and innovations
Timeline
Business Support Administrator Customer Support
Melki Consulting Account Manager
03.2024 - 11.2024
Business Case Manager Insolvency /Escalations
Illion-Suncorp
03.2022 - 02.2023
Business Administration Support (Part Time)
Telstra
10.2012 - 10.2021
Customer Service Manager
Optus Business Direct
01.2010 - 01.2012
Personal Assistant to Managing Director
Optus Business Direct
01.2010 - 01.2012
Business Support Associate
Telstra Business Corporation
03.2007 - 10.2009
Senior Sales Associate
Telstra Business Corporation
08.2006 - 03.2007
Business Technical Sales and Support
Telstra Business Corporation
07.2003 - 08.2006
Sales and Service Business Consultant
Telstra Business Corporation
09.1999 - 07.2003
Customer Service Business Consultant
Telstra Business Corporation
07.1996 - 07.1999
Activations Consultant for Number Redirections and Reservations
Telstra Business Corporation
02.1996 - 06.1996
Business Sales Consultant
Telstra Business Corporation
11.1995 - 06.1996
Business Sales Consultant
Promaths P/L
01.1991 - 01.1994
Retail Manager
Caterpillar Boutique
01.1989 - 12.1990
VCE -
Cheltenham Secondary College
Diploma of Business Studies And Administration -
MONASH
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