Manage the Customer Care Team in VIC Service Centre

• Client Service / Account Management role for a portfolio of GOLD clients: including enquiries, quotations, daily exception reporting & complaint resolution• Problem solving & solution finding to ensure that clients’ needs are met & KPIs are achieved• Outstanding professional & friendly customer service & support for clients• Accurate data entry in both in-house & carrier systems • Mentoring & training for new recruits & existing colleagues• Implementation of new processes & procedures to facilitate the daily running of the team• Fast paced & multi-tasking role, achieved with enthusiasm, commitment & professionalism.

• Excellent customer service - interacting with customers in person & over the phone• Serving customers with their small goods• Assisting customers with their queries • Taking down food orders• Completing health & safety & cleaning procedures• Ensuring necessary safety documents are filled out correctly• I have a friendly manner & have excellent working relationships with customers & colleagues• I am always well presented & punctual.

• Managed & provided a consistent level of support for a team of 4 customer service officers • Supervised them to ensure that all areas of fleet administration (as described in the next entry) was performed in a timely and accurate manner as per team KPIs • Worked with my team on their reviews, KPIs & discipline issues• Managed supplier invoices• Involved in the process to maximize Minifleet utilisation, (a relatively new product) • Conducted interviews for potential employees when hiring for the team • Provided assistance with Customer Service Officer duties (as described in the next entry)

Handled all aspects of the fleet administration for the nationwide fleet of Esanda as listed below: • Performed the registration of all of the fleet cars with the road authorities in each state• Processed any infringements & contacted state infringement agencies in order to follow them up• Managed fuel processes – provided relevant vehicles with correct fuel cards & handled fuel enquiries• Provided certain clients with Minilease vehicles• Issued E-tags & dealt with any problems arising from the Etags with the clients & relevant toll agencies• Proficient in both the ANZ in-house computer system & the Esanda Fleet Partners in-house database• Liaised daily in person, on the phone & via email with clients & colleagues in all departments & states of Esanda, providing them with essential information concerning fleet administration.

• Sold memberships for a health club• Built strong relationships & had great rapport with prospective clients• Created membership appointments• Attention to detail: identified individual needs of customers in order to sell them relevant memberships• Provided tours of the facilities• Needed a solid administrative background so as to complete membership contracts & file documents• Covered reception duties – welcoming people to the centre, scanning cards, verifying details on the computer, taking entry fees & handling queries• Followed up with clients at a later date, to ensure that they were happy with their experiences.

• Performed a sales administration and support role for two Field Sales Managers operating in Northern Europe, France and the United Kingdom in a paper manufacturing firm • Dealt with telephone sales enquiries, faxes & emails from clients• Liaised with internal Sales Managers in order to perform customer visits • Attended meetings with the design studio, the production factory, the procurement area & the transport department in order to satisfy customer production requirements • Kept the line of communication open constantly with clients, Sales Managers & the other departments, allowing for a smooth operation • Attention to detail was essential when compiled work order manuals for factory production• Ensured completed products were transported to the clients in a timely manner & that clients were happy with reception of goods• Performed all of these processes in French for the French Sales Manager & French clientele. • Met with clients both on and off-site & took part in a printing & paper exposition in France.