Capital Square Tower 2 (Mia Yellagonga)

Lead Facility Manager at Kings Square, Perth - Towers 1, 2 and 3. The Commercial and Retail precinct is owned and managed by Dexus.

Managed a sub-regional and local shopping centre in the Perth suburbs.

Managed a portfolio of large retail and commercial properties around Perth. Responsible for day to day provision of cleaning and property management services. Client relations, staff & supervisor mentoring, site inspections, staff time sheets and stock control.

Responsible for a portfolio of six select clients at over ten site locations, with a contract value of ~$2 million dollars. As the key contact between the client and the company I ensured consistent compliance with contract specifications and agreed scope of works. Oversaw a team of 3 supervisors and over 80+ cleaning staff to be on call 24/7 as required. Coordinated the recruitment, training and supervision of the workforce across all sites. Regular inspections and audits onsite were conducted to ensure compliance with OH & S and company policies and procedures. A component of the role was to leverage the relationship to add value to our clients by promoting solutions beyond the contracted offering.

Responsible for managing and nurturing relationships with key personnel within the client base. Being the main point of contact for complaint resolution I had a strong focus on client outcomes. I was required to regularly prepare staff scheduling, rosters and periodical sundry works. Contract analysis and managing budgets was key to keeping a sustainable and profitable business. Staff recruitment, including initial and ongoing training provided a solid foundation to deliver the service offering. I sought to leverage existing clients to increase services, sourcing introductions to prospective clients. Regular and assigned regular quality control audits were carried out, thus ensuring compliance with OH & S policies and agreed scope of works. I procured all equipment and materials from suppliers, negotiating best prices to enable my staff to exceed in their assigned duties.

Using industry leading customer service strategy to our customers, my goal was to partner with them to facilitate connection to the right Apple product to suit their needs. It was critical to highlight the products benefit over features to ensure the best experience and to keep people engaged with the Apple brand. Delivering customer service through proprietary advanced customer que and payment processing systems to increase efficiency and customer satisfaction. The role also involved assisting customers with common technical support queries.

I provided key Account Management and support to internal relationships to a select portfolio of business clients. Working closely with St George relationship managers my focus was to facilitate our customer’s business viability and growth by connecting them to St George financial products i.e loans, lines of credit and other financial products tailored to each client. I also dealt with any customer complaints, escalating to management or the appropriate department. Some of my regular administrative tasks were to prepare client reports, analyse new market offerings and reviewing arrears management.

My primary duty was to sell and promote to market the service offerings to prospective clients, with a strong focus on cold calling and prospect farming. I would also provide post sales care and support where required. Our specialty was the outsourcing of an IT Helpdesk and the provision of a team of IT Project engineers to support and partner with IT Managers with their IT Projects and infrastructure.