CUSTOMER CARE OFFICERHomesafe Wealth Release2020 - Ongoing I answer calls and email enquiries from customers, both new enquiries as well as existing customers looking to complete their contracts. I work hard to maintain high levels of internal and external satisfaction.I accurately collect customer information and business intelligence that can be better used to understand the customer and their situation. This is done by delivering all information to customers in a manner that supports and maintains the reputation of the business and its partners; and by observing all confidentiality and compliance policies set down by the Company. I can be relied upon to always perform the required task in a professional and sensitive manner.Key Achievements:• One of the fastest to complete learning and be available to support contact centre on my own.• Contributed to the ongoing success of the Customer Care Team by meeting KPI’s and annual targets.• Managed high workloads through time management and planning, attending to Contact Centre enquiries – new and existing customers. Maintained high level conversion of Contact Centre enquiries to appointment with well-developed organisational skills, in depth conversations/rapport building.• Maintained 100% compliance with company policies, government legislation and privacy regulations. resulting in Company brand protection and consumer confidence and trust. • Clarified customer issues and determined root cause of problems to resolve product or service complaints. Addressed customer complaints and mitigated dissatisfaction by employing timely and on point solutions.

I carry out sales tasks by discussing and presenting to the customers the options and benefits of novated leasing. To continue the growth of the SmartGroup business, I represent and promote it in a professional manner. I also ensure that the customer expectation is met to achieve repeat business. On the other side, I am responsible for ensuring and maintaining compliance with regulatory requirements. I contribute to FBT year-end processes and cooperate in the identification and implementation of improvements for the processes and systems. Furthermore, I guide and assist the Settlements team in processing the paperwork to ensure accuracy in the detail allowing for a timely settlement.Key Achievements:• Recognised as a high seller of after-market products in the team.• Contributed to the success of the Novated Leasing Sales Team in meeting the budgeted annual targets.• Successfully created and presented procedural and process requirements for all Leasing Consultants and Settlement Coordinators during the establishment of new relationship with St. George Bank (under the RACV banner).• Stood as the Occupational Health & Safety Representative from 2013 until 2017.

I was responsible for lodging the finance applications, preparing documentation, and settling all approved novated leases. I also accomplished customer experience management, administrative functions, and compliances with the FBT legislation. Furthermore, I provided ongoing assistance to the team and trained new staff regarding the complex nature of novated leasing.Key Achievements:• Gained valuable and thorough knowledge and experience on all processes, documentation, and procedures for all financiers used by Salary Solutions including RACV Finance Ltd, Macquarie Leasing Ltd, and St. George Finance.• Successfully managed all tasks required as well as attending to the ongoing management of the novated lease during the term of the product through to finalisation.• Gained thorough knowledge of the customer service aspect of novated leasing and various processes for repackaging such as adding fuel cards, updating budgets, and arrears collection, FBT compliance, and change of employer and finalisations.• Achieved success in establishing strong relationships with various department across Salary Solutions business including the Business Development Managers, Client Relationship Managers, Leasing Consultants, Finance Accountants, and General Salary Packaging Team.• Stood as the Occupational Health & Safety Representative.

I handled the contract management, promotion, and campaigns for the suppliers. I had developed marketing materials for Tourism including articles for Royal Auto, Inroads, Free2Go, and Club Talk. I also prepared the Tourism EDM which was distributed to over 80,000 RACV members and created and arranged the production of the RACV Ticketing brochures. Furthermore, I managed the supply of contents for e-Business and to the Tourism e-Content Coordinator.I liaised with the Tourism staff and worked closely with the Tourism Trainer to ensure appropriate training was implemented for all frontline sales staff. I also liaised with the stakeholders and managed the member feedbacks and complaints.Key Achievements:• Successfully retained commission levels and met or exceeded the sales targets for RACV Tourism, the retail network, and HolidayLine by:o negotiating and setting up the Thrifty Price Promise Campaign including the development and implementation of procedures, policy, marketing, training, and furnishing all necessary documentation;o organising the production of RACV Ticketing and Theme Park Attraction brochure for October 2011 and April 2012 which included contract management, advertising and publishing planning, and negotiating with the stakeholders;o establishing, analysing, and processing the RACV/ Airport Parking tender process;o coordinating and arranging the RACV/ Britz Roadshow and Open Day;o organising the Thrifty Open Day for sales staff;o developing new relationships and establishing new products on the Sunshine Coast to support RACV Noosa Resort such as implementing the contract with Con-X-ion, a bus service that offers airport transfers from Brisbane to Sunshine Coast.

I accomplished all administration work in Sales Support and relieved management. I also acted as the Team Coach when required. I provided RACV clients with excellent customer service and took advantage of the opportunities to sell products to successfully hit targets. I also identified means to allow the RACV to be the preferred provider of insurance, membership, and travel needs. I had developed and implemented strategies to meet and exceed all KPIs. Lastly, I managed the member feedbacks and complaints to ensure that a positive outcome is delivered for both the member and RACV.Key Achievements:• Awarded as the Team of the Year – RACV Corporate Awards.• Received the Individual Sales & Service Awards for exceeding the KPI’s and sales targets.• Received the Great Southern Rail Platinum Club.

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