Vicky Flavel

Remote Team Leader – Customer Experience & Phone Sales
Built and led a high-performing remote call center team, focused on delivering outstanding customer experiences and exceeding sales targets. Key responsibilities and achievements included:

• Conducted daily morning meetings to communicate objectives, align the team, and reinforce expectations.
• Delivered consistent coaching sessions focused on mindset, goal-setting, and actionable sales strategies to drive team performance.
• Recruited, trained, and onboarded new employees with a strong emphasis on conviction, purpose ("the Why"), and confident customer communication, leading to improved retention and engagement.
• Developed and implemented Standard Operating Procedures (SOPs), ensuring team members had clear guidance and consistent processes to follow.
• Managed and maintained the lead generation process, ensuring all leads were accurately tracked and given appropriate attention to maximize conversion opportunities.
• Reported on call volumes, activity and results and identified weakness to support coaching and training strategies for each individual team member.
• Provided hands-on support, performance feedback, and motivational leadership in a fast-paced, target-driven environment.
• To compliment the team I was also promoted to Manage the Confirmation/verification team. This really streamlines the process and one in which i was able to use my coaching skills to mentor staff in that division on the importance of retention using Objecting handling framework and a sense of urgency to keep their booked appointments or rebook them without loosing the customer.
• Evaluated team members'' performance regularly, offering constructive feedback and guidance for improvement where necessary.
• Developed strong working relationships with colleagues, promoting collaboration and teamwork for successful project completion.

• Implemented data-driven decision-making processes for optimizing sales performance and targeting new opportunities.
• Building relationships with current Cartridge World stores and working with the store owners to increase revenue.
• Day to day processing of stock orders and account payments
• Streamlined operations within the sales division, improving efficiency while reducing operating costs.
• Analyzed industry trends to maintain a competitive edge in pricing strategies and product offerings.

• Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Being the first point of contact for all inbound enquiries through website, inbound calls and lead generated ads.
• Contacting 15-20 potential customers per day. Presenting the initial Discovery call to customers to assess if Solar is a viable optional and how I can help them by finding a solution to their energy costs.
• Appointment setting for field sales reps, commercial and residential customers.
• Closing sales on leads which are only viable to sell over the phone and not face to face..
• Educating customers on renewable energy, the savings that can be made and ROI.
• Educating customers on the process of installation and Goverment rebates on install.
• Creating Grid applications for installs through Energex.
• Creating application for EWR through Energex.
• Preparing Greendeal for install team and lodging on completion of install.
• Customer care post install. Contacting customers and periodic times after install to assess the customers situation and provide any further assistance if required.
• WFH position. 1 day per week at HQ for team building, sales meetings and training.

• Forming a link between sales and Operations making sure all orders get out on time and accurately.
• Managing all team members in manufacturing, warehousing and administration
• Scheduling a large number of custom Refrigeration unit builds
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Identified and resolved unauthorized, unsafe or ineffective practices.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Evaluated suppliers to maintain cost controls and improve operations.
• Increased profit by streamlining operations.
• Developed systems to track and log work issues.
• training and developing staff to succeed in their role and meet company budgets and KPI's.
• Hands on administration inc but not limited to , invoicing, bank batching of daily sales .
• leising daily with freight companies for bookings and deliveries.

• Employed for the purpose of customer relations management and assisting the business and employees with the implementation of MYOB Advanced ERP software programme.
• Assisting all employees with MYOB advanced training to suit the business needs . Primarily focused on the following modules. Sales, shipping, receivables,purchasing, Inventory management , sales reporting,warehousing and CRN Management .
• Established efficient workflow processes, monitored daily productivity and implemented modifications working closely with software development company ( Exobiz) to implement changes to the software program to improve overall effectiveness of the business and activities.
• Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
• Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
• Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using MYOB Advanced Software.
• Supervised,supported and guided all employees on MYOB Advanced software which improved understanding of job responsibilities.
• First point of contact for all customer enquiries.
• Prepared daily Sales and system reports to assist business leaders with key decision making and strategic operational planning.
• Maintained accurate, current and compliant financial records by monitoring and addressing variances.
• Implementation of a digital marketing list to increase Online sales during the Covid 19 Pandemic with a 100% increase in online sales activities from Approx $7k per month to $22K per Month.

• Liaising with 15 well known project builders in the production and installation of all wet area cabinetry.
• Data entry of colours/profiles and manufacturing requirements . Proficient understanding of house plans and addendum.
• Raising of Purchase orders for materials and labour job requirements whilst being budget conscious and proficient.
• Answering large numbers of client emails and telephone calls. Dealing with job variations and customers enquiries.
• Liaising with construction managers and supervisors regarding call ups, time management for labour and material.
• Liaising with sub-contractors.
• Liaising directly with drafting and estimating officers to meet client and budget requirement's.

• Residential quoting of house plans for roofing purposes
• Determined material and labor requirements and costs to complete job within anticipated timeframes.
• Built and maintained lucrative relationships with customers by using consistent follow-up and regular phone and email communication.
• Reviewed job specifications to completely understand what project entailed.
• Scheduled project step-by-step and with appropriate timelines to meet completion date with sub contractors and employees.
• Negotiated with contractors and vendors to secure best possible pricing for job estimation.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.

• Scheduling 70 residential and commercial jobs each week.
• Invoicing, accounts payable and receivables.
• Running a team of 9 employees covering all Perth metro area
• Liaising daily with building supervisors, contracts administrators and construction managers.
• Job costing and analysis of commercial and residential contracts. Producing material purchase orders, and stock take.
• Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
• Checked prices and calculated totals for accurate invoice processing.
• Optimized organizational processes by effectively managing crew schedules while adhering to contractual restrictions.

• Managed daily operations of business and orchestrating forward-thinking strategies to accomplish profit and expansion goals.
• Marketing company's products and services to Project home building companies and private homebuilders
• Scheduling of contractors and staff.
• Quoting and drafting of house roof Plans All accounting using myob software. liaising with cliental both on site and at the office.
• Processing work orders for contractors.
• Measuring and ordering of materials. Directing and managing office staff of 5 employees and 4 roofing team contractors.