Serena Smith Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

As Compliance Coordinator, I review processes and documents to ensure that Chubb complies with the Australian Fire Standards. I eagerly provide assistance with the on boarding for new recruits including conducting inductions and ensuring licences are up to date and relevant. I effectively carry out tasks to assist in the management of key accounts. I prepare and submit OH&S reports to Management for review each month. I also collated and review compliance reports and submit recommendations for customer credits. Oversee induction activities for Chubb employees with third party companies that the company cater service to. I proactively work collaboratively with relevant personnel in preparing and analysing EOM financial results.

As Service Delivery Associate, I ensured adherence of both internal and external stakeholders adherence to Australian Standards by disseminating information and knowledge. I provided administration support to Key Account Managers, assisting in contract variations and general account maintenance. I diligently collected and organised accurate reports for customers that adhere to legislative fire safety requirements. I proactively engaged with supervisors in the planning and dispatching jobs to technicians. I dutifully addressed various enquiries ranging from urgent job requests to financial matters by answering internal and external phone calls. I facilitated account reconciliations, raising purchase orders and account status monitoring by utilising software such as Pronto. Furthermore, I ensured smooth flow of communication by efficiently managing email inboxes and enquiries from internal/external stakeholders.Key achievements:• Learned and retained a large amount of valuable information on a new industry including services provided and Australian Fire Standers.• Chosen to be the main administration support for our Key Account Managers who look after all our major accounts, within the first two months.

At DHL Express, I identified issues and resolved disputes with clients efficiently and in a professional manner to assist in minimising bad debt. I ensured open communication by managing the team inbox and responding to internal/external email enquiries and delegated tasks to team members. I engaged with overseas departments to gather information and assist with customer queries on parcel status. Being technologically inclined, I utilised SAP to accurately allocate credits and resolve billing issues within SLA agreed time frames. I dutifully received phone calls from DHL departments regarding a range of customer accounting issues and enquiries. I patiently resolved customer queries using available information and escalated problematic queries to supervisor in order to better address the issues. I actively interacted with sales and collections teams to resolve difficult disputes collaboratively in accordance to SLA T&C’s. Moreover, I implemented best practice process to meet KPI’s and targets within the department, team and individually.Key achievements:• Contributed largely in developing and training processes for a ‘first time resolution’ business approach to problematic existing processes.• Excelled in meeting individual and team KPI targets and improving turnaround time to less than one day for my allocated disputes.

Bristol

Elected by students to be the figurehead for UWE Sports and become part of an officer team responsible for representing 27,000 students. A member of the Board of Trustees, ensuring responsible discussions & decisions are made about the future of The Students' Union & ensuring the delivery of the unions strategic aims. Key Responsibilities:• Figurehead of the The Students’ Union at UWE sports• Budgets - budget holder for £23,000 which ensures financial support for sports clubs & events • Support & represent over 40 sports clubs at UWE• Lead strategic development of the Sports Strategy• Sit on the Board of Trustees• Driving the strategic aims of The Students' Union• Planning and hosting the annual Sports Ball Awards for over 400 students• Lead on planning of the Varsity Series which sees over 3000 students compete

As Customer Service Representative, I responded to a high number of customer calls regarding the company's financial products and services. I dynamically implemented best practice processes to meet monthly sales KPIs. I established excellent professional relationships with customers in order to identify needs and offer suitable products and services. I ensured delivery of excellent customer service and first call resolutions. I listened to and handled complaints in a professional manner. I utilised problem solving skills to resolve customer issues in a high pressured environment. I demonstrated initiative to satisfy customer needs by offering them new products beneficial to them.Key achievements:• Consistently exceeded monthly individual sales targets.• Excelled at quarterly customer service quality reviews.• Handled additional responsibility by taking supervisor role when required.

Business And Management, 2:1

Activities and Societies: UWE Women's Football President

Hnc - Business And Management, Distinction

Pgcert, Human Resource Management, Credit