Fiona Stroak Email & Phone Number

Sydney, New South Wales, Australia

• Effectively planned and prioritize a high volume of customer projects and requests to manage customer issues / scheduling. Followed through in a timely manner, asked clarifying questions to determine the correct source and impact of issues, as well as suggested alternative solutions where possible.• Built meaningful relationships, credibility and trust with assigned customers and colleagues, and continually delighted them with a positive, customer-centric attitude.• Worked closely with sales, support, billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues / escalations.• Demonstrated experience in developing skills and competencies in others.• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base• Outstanding task management skills across a varied set of responsibilitiesIdentified and forecast risk and growth opportunities

Parramatta, New South Wales, Australia

Fair Wealth Australia operates as a not-for-profit organisation that is the parent brand for the Welfare Fund, the Mortality Fund, Financial Solutions & Helper Mate. For over 75 years, Fair Wealth Australia has offered comprehensive well-being services to individuals and organisational customers including Sick & Accident Cover, Funeral Cover, Counselling Services, a Crisis Fund, Journey Cover, Financial Aid & Advice and access to mutual fund pricing on financial products.• Process streamlining and documentation, including compliance and Continual Professional Development Tracking systems

Sydney, New South Wales, Australia

For the below lines of business• Provided an escalation point for the BPO transactional teams across multiple lines of business, ensuring a high level of customer service was maintained. • Subject matter expert of both processes and systems. Drove enhancements, defined scope and gathered business requirements, conducted testing, and delivered on business outcomes. Liaised with IT and Change Review Board to implement system changes. Updating / created process maps / training documentation. Creation and delivery of user training. Ensured work practices delivered the most effective outcomes in terms of quality, efficiency, cost, compliance and customer satisfaction validated continuous improvement methodology and tools• Conducted regular audits, ensuring outsource partner is adhering to company policy, reducing revenue leakage or reputation risk. Worked closely with external and internal Audit Managers and officers to undertake yearly internal and external audits.• Acted as the first contact for complaints and fraud escalations. Liaised with the Fraud Manager / Legal Department / Outsource Partner and other Internal Stakeholders to implement corrective and future preventative actions where possibleLine of Business Responsibilities2018 – 2020 • Consumer Tech Support Team • Camera Service Support Team • Business Direct Orders Team • Business New Accounts Team • Customer Feedback / Complaints • Switchboard 2016 – 2018 • Consumer Tech Support Team • Camera Service Support Team • Business Service Team • Business Supplies / Consumables Team • Customer Feedback / Complaints • Switchboard2014 – 2016 • Consumer Order Admin Team • Consumer Accounts Team Major Projects • 2016 / 2017 - BPO Partner Change • 2016 - ERP Change - Oracle to Microsoft Dynamics AX • 2014 - BPO Transformation Project

Sydney, New South Wales, Australia

Responsible for providing an escalation point and specialist support across the Business Support Department and other key divisions within Canon in order to meet agreed business objectives. This role also included:• Managing current standard operating procedures for Canon Business Support• Identifying core issues and working with stakeholders to improve current business processes• Identifying training needs and working with the individual or groups to close gaps.• Testing for the business e.g. marketing (product launch, portal testing) or process improvements within business support. • Assist with issue resolution across the Order To Cash processes • Other project work – preparation for ERP and ancillary system change project

Sydney, New South Wales, Australia

Member of the Business Support Consumer Order Administration team, responsible for:• Responding to customer and retailer queries, processing orders and returns, and managing back-order, discontinued items and ETA processes • Maintaining accurate customer records• Continual process improvement Selected Achievements~ Nominated as the Subject Matter Expert for a new online customer facing ordering portal (WSO). Responsible for creating the training documentation, and on-boarding customers. ~ Working with IT, assisted with the roll-out of a data extraction and upload tool within the Order Administration team which minimised the requirement to manually key sales orders. This significantly decreased the turnaround time for order processing.

Sydney, New South Wales, Australia

Information Logistics operated as a dedicated department within Freehills, which specialised in all aspects of electronic discovery. The group oversaw the end to end process from collection, extraction, processing, review and production of electronically stored information, and the digitisation of any hard copy documents into a single database for the use in litigation.• Very process driven with enormous emphasis on accuracy, data integrity and meeting deadlines. • As senior paralegal for some matters, my role involved tracking workflow and costs, delegating tasks to other team members, liaising with the legal, technical and outsourcing specialists, bridging gap between technology and management/ business expectations, management of the matter’s database and training.

Sydney, New South Wales, Australia

Contract role co-ordinating a series of conferences in Australia, New Zealand and Malaysia. Role included ensuring that all people managers attended the required training, preparing training documentation, booking venues and flights for CHEP management team.

Kyoto, Japan

Taught conversational English to both adults and children in Kyoto Japan. Role included student assessment, facilitation of group discussions and assisting students prepare for TOEIC and TOEFL tests for entry into international colleges and universities where instruction is primarily in English.

Bachelor Of Arts - Ba, Asian Studies And Sociology

Graduate Diploma, Secondary Education And Teaching