Muna Baker Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

485 La Trobe Street, Melbourne Vic 3000

As an Account Executive for Client Relations, I exercise flexibility and solid planning and organisational skills in business delivery to conceptualise effective business strategy to resolve issues in compliance with relevant legislations and guidelines. I institute and proactively oversee the commercial relationship with Simply Energy to attain intended results for Probe Group and the client whilst driving profitable business growth through new business opportunities.Committed to the success of the company, I identify opportunities and develop a set of actionable and targeted plans including communication through communication, stakeholder management and all core values associated with the business. I embed a culture of continuous improvement whilst exceeding weekly KPI; encourage initiatives and ensure continuous improvement activity is being communicated, understood, and supported within the organisation. I enhance business relationships with key stakeholders by managing client relationships and setting road maps to drive business strategies. I build strong and lasting relationships with internal and external stakeholders to support identification, review, prioritisation and execution of key improvement opportunities to drive results.

Melbourne, Victoria, Australia

Exuding a responsible and positive attitude, I act as the first point of contact for customers including contract negotiation and closing agreements to drive sales growth through innovative sales tactics. I monitor and communicate monthly and quarterly sales progress and achieve key sales metrics involving revenue and new business. I direct and supervised the delivery of portfolio of projects through the development phase to handover phase in partnership with Business Development Team.I create, improve and maintain strong relationships with all existing and potential customers such as real estate agents and other referral partners to make sure they consistently provide referrals to On the Move for customers to use utility connection services. I maintain strong customer service focus by responding to customer enquiries in a timely manner thus leading sales conversion from these referrals.Key Achievements:Skilfully managed a NSW portfolio of 106 customers with an annualised value of $180,000 by implementing productive sales initiatives.Acted as the role model for the team and wider business by successfully acquiring and on-boarded 26 key real estate accounts.Exponentially increased portfolio by 10% in the last financial year by demonstrating excellent sales leadership skills and effective client engagement.Surpassed set KPI’s by consistently exceeding sales goals and driving revenue growth.

Melbourne, Victoria, Australia

As a Collections Officer, I addressed residential and business customer calls with enquiries ranging from disconnection, fees and charges, emergency and planned outages, development application, exemptions, connections, complaints and public health alerts, change of ownership, tenant billing, sub-metering and shared services, concessions and rebates. I reviewed accounts for disconnection and raised complaints ensuring adherence to Retail Energy code prior to any action to be taken.Having a customer focused mindset, I assisted business customers with categorisation based on the nature of business and equivalent tenement enquiries and provided explanation on methodology used in calculating service charges. I ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolved customer complaints in a professional manner and in accordance with company policies while prioritizing customer satisfaction. I handled escalated calls and assess actions to be taken for customers who are experiencing extreme financial difficulty.

Melbourne, Victoria, Australia

In this role, I led client strategy including client focused growth, relationship management, client listening/feedback and new sales/targeting including signing up new customers and arranging relocation of property for existing customers. I delivered quality customer experience at every contact via channels including telephone, web/chat and emails and face to face to resolve customer issues quickly and efficiently in coordination with service order teams and distributors to arrive at prompt resolution.Prioritising customer needs, I cultivated and maintained positive relationships with customers to build a base of referrals to establish customer network. I actively participated in local conferences around Australia to harness close ties and establish strategic and positive professional relationships with channel partners such as ACN, Amway and Virdian. I facilitated the training of new sales representatives to ensure they provide an efficient service and have adequate product knowledge.

Melbourne, Victoria, Australia

As a Sales Consultant, I performed cold and warm outbound sales calls on behalf of Australian Power and Gas and AGL to encourage customers to avail of the products of services of the company. I successfully converted customer lead generation to contract signing for residential and commercial properties across Australia.Being a collaborative team player, I worked with inbound and outbound sales team to provide sales strategies and seamless customer service experience for clients. I maintained working knowledge of the industry and regulatory framework impacting on customer service and engaged customers through quality interactions to understand their needs and expectations. I adhered to key performance indicators, scheduled roster and the organisation’s code of conduct and customer charter.

Melbourne, Victoria, Australia

In this role, I handled cold outbound sales calls to client in behalf of Optus. I determined customer needs by asking relevant questions and listening actively to the responses. I ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. I handled all customer relations and product and services issues in a gracious manner and in accordance with company policies.