Summary
Overview
Work History
Education
Skills
References
Awards
Accomplishments
Timeline
Generic

Vicky Joyce Finau

St Albans,Australia

Summary

Dynamic professional with extensive experience at Cushman and Wakefield, excelling in high-level customer service and team leadership. Proven ability to enhance operational efficiency and maintain strong stakeholder relationships. Skilled in workplace management and process improvement, consistently delivering exceptional results in fast-paced environments.

Overview

7
7
years of professional experience

Work History

NAB Head Office- Assistant Workplace Manager

Cushman And Wakefield
700 Bourke St, Docklands, VIC
02.2022 - 01.2023
  • Lead and delivered workplace services ensuring consistently high levels of customer service satisfaction and strategic delivery of operational requirements
  • Liaised with cleaning contractors to ensure kitchen areas, meeting rooms, and the Wellness centre, etc. were clean and were being used for the correct purposes
  • Completed daily walkthrough of Executive meeting rooms, workspaces, reporting any maintenance and cleaning issues
  • Managed building storage to ensure locker/cabinet data integrity was always maintained and up to date
  • Meeting and event coordination - Worked with contractors e.g. security, cleaners and catering to meet event requirements
  • Developed operational standards, playbooks, operating manuals, and processes for all aspects of the workplace

NAB Head Office- Senior Guest Service Agent

Cushman and Wakefield
700 Bourke St, Docklands, Australia
04.2019 - 02.2022
  • Managed a team of 5-10 staff to ensure daily tasks are carried out efficiently in a timely manner, and to ensure positive customer experience always
  • Meet and greet clients and customers including guests for the CEO & NAB Executive members
  • Managed reception services: Announced arrival of guests, escorted guests to rooms, provided visitor passes using a registered visitor system
  • Assisted clients with meeting room bookings and requirements
  • Managed team storage throughout building to ensure locker data integrity was always maintained and up to date
  • Meeting and event coordination - Worked with contractors e.g. security, cleaners and catering to meet event requirements
  • Communicated all Workplace changes and updates to the team

Customer Service Agent- Operations Centre

Cushman and Wakefield
Melbourne, Australia
04.2017 - 04.2019
  • Provision of high level Customer Service via phone or email to Clients and Account Teams.
  • Logging Work Requests from Clients and FM’s to Vendors for Reactive Maintenance to ensure that site facilities are well-maintained and functioning correctly.
  • Confirming schedules to ensure that all works are being done within a timely manner
  • Managing the Emergency Inbox – Following up with contractors to ensure urgent jobs are being actioned within KPI.
  • Investigating and actioning queries and escalations for Clients and other Stakeholders.
  • Assisting the Government Account Teams with transitioning out and wrap up.
  • Strong knowledge and adherence to Cushman & Wakefield systems and processes.
  • General Admin duties – data entry, using multiple systems to log, and updates work orders.

Customer Service Agent

Aegis- The Good Guys
Melbourne, Australia
03.2016 - 03.2017
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.
  • Management of all general enquires on calls and emails eg. Stock availability, promotional claims, local store details, installation.
  • Documented and resolved customer complaints
  • Escalated unresolved customer’s issues to the relevant departments for further investigation.
  • Professional communications and Client Service when dealing with positive or negative customer feedback.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Worked closely with the Concierge Team contacting Service centres, Technicians, Manufacturers ensuring customers product were being repaired in a timely manner.

Education

Year 9-12 -

Braybrook College
Melbourne, VIC
12.2013

Year 7-9 -

St Albans Secondary College
Melbourne, VIC
04.2010

Skills

  • High Level Customer Service skills
  • Ability to build and maintain strong relationships with Stakeholders
  • Ability to work under pressure and meet deadlines
  • Strong Communication skills
  • Thorough with good investigative skills
  • Able to work without supervision
  • Strong attention to Detail
  • Workplace management
  • Maintenance management
  • Team leadership
  • Process improvement
  • Building maintenance
  • Scheduling and planning

References

  • Charlie Ah-Siu, Hungry Jacks Manager, 0402 179 918
  • Dio Cipriano, Aegis- The Good Guys Customer Care Team Leader, 0423936143
  • Deilia Hawke, Cushman & Wakefield Operations Centre Team Leader, Upon request
  • Tim Pickering, NAB Head Office Workplace Manager, Upon request
  • Rania Seoud, NAB Head office Workplace manager (current), Upon request

Awards

  • Customer Service Agent of the Year, 2018, Cushman and Wakefield Operations Centre
  • GSA of the month, 2019, NAB Senior Guest Service Agent
  • Nominated Quarterly Champion Award, 2020, NAB Senior Guest Service Agent

Accomplishments

Cushman and Wakefield Operations Centre- Customer Service Agent of the Year 2018

NAB Senior Guest Service Agent- GSA of the month September 2019

NAB Senior Guest Service Agent- Nominated Quarterly Champion Award 2020

Timeline

NAB Head Office- Assistant Workplace Manager

Cushman And Wakefield
02.2022 - 01.2023

NAB Head Office- Senior Guest Service Agent

Cushman and Wakefield
04.2019 - 02.2022

Customer Service Agent- Operations Centre

Cushman and Wakefield
04.2017 - 04.2019

Customer Service Agent

Aegis- The Good Guys
03.2016 - 03.2017

Year 9-12 -

Braybrook College

Year 7-9 -

St Albans Secondary College

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