Experience

O'Brien Glass Industries

• Australia
• Retail
• 300 - 400 Employee

• Best Practice Leader

  • Nov 2021 - Present

• Admin & Planning Team Manager

  • Mar 2021 - Nov 2021

• Administration

  • Oct 2015 - Mar 2021



Mintglass ltd

• Network Administrator

  • Nov 2013 - Aug 2015

  • Ensuring all internal & external Key Account Service Level Agreements are met. • Building relationships with internal and external customers. • Credit Control: Casual Debt/ 7 Day account collection • Ensure all Network Partner account queries are followed up promptly and the appropriate action is taken. • Account management for BGL Network Partners • Network Partner Scheduling • Consolidation of Network Partner Statements • Conducting Invoices and Quotes for the BGL Network Partners • Co ordinating Travel & Accommodation for Mintglass Management team • Assisting with Sales Team Reporting • Conducting Weekly & Monthly Branch/Company Reports – Conversion Analysis, Productivity, Revenue and Company Dashboards. • Validating Insurance Claims for BGL Network Partners • Ordering Stationery for Head Office • Analysing Insurance Invoices to ensure pricing is correctly applied • Key Account Invoice Queries • General Administration Duties for Sales Team ie Mail Merge etc. • Creating Job Ads for company Vacancies • Organising Interviews for successful applicants ie Telephone Interviews etc • Creating Contractual Agreements for new staff • New Staff Set Up – PC, Email, Smart Builder, System Log Ins, Uniform Stationary etc. • Invoicing Specialised Insurance Account work for the branch network • Training and inducting New Staff



Carglass NZ Ltd t/a Smith and Smith Glass

• Invoicing Services Administrator

  • May 2011 - Nov 2013

  • Costing, pricing, and invoice processing for all Cut to Size, OEM, Miscellaneous, & outside purchases. • Ensuring all internal & Key Account Service Level Agreements are met. • Managing reconciliation of incomplete Misc and OEM job authorities. • Quality Assurance – ensuring all customer service and branch staff have accurately billed & invoiced accounts. • Provide internal customers (our national branch network) with prompt and accurate validation and revalidation service, especially for high value parts. • Building relationships with internal and external customers. • Credit Control: Collecting payment from EQC for earthquake work completed. • Credit Control: Casual Debt collection for Vehicle Glass. • Ensure all account queries are followed up promptly and the appropriate action is taken. • Insurance pricing, Corporate/Trade pricing, and Consumer/Motorist pricing (specialist parts). • Account management for the Smith & Smith Licenced Contractors. • Managing all payments & billing for the Licensed Contractor network. • Basic accounting practices and fluent administration operations. • Assisting with Bank Reconciliation • End of Month Reports for Licensed Contractors & Authorised Dealers



Carglass NZ Ltd t/a Smith & Smith

• Contact Centre Training Officer

  • Sep 2007 - May 2011

  • Training and development for new and existing Customer Service Representatives • Complaints and Disputes resolution and aggressive customer management. • Conduct Selling Skills Coaching on Smith and Smith Auto glass calls. • Assisting with Team Reporting. • Regeneration callbacks. • Validating and processing insurance claims in accordance with client-relationship agreements. • Achieved targeted appointment rates for business sales across New Zealand. • Adhered to the booking protocols and procedures dealt with at an Operations level. • Receive and process all inbound telephone calls within the service and quality standards. • Assess incoming calls and provide quotations and information in accordance with client guidelines. • Accurately record all information into PC, and maintain files to a high standard. • Use of multiple communication and scheduling systems. • Ensure the sales component of each call is followed through professionally and closed. • Monitor total net conversion, and maintain a first call resolution. • Assist with the day to day running of Operations in conjunction with the Contact Centre Manager. • Review and authorize product discounts where applicable. • Other administrative duties as directed.



First Assistance

• Smith & Smith Sales Support Co ordinator/ Training Officer

  • Nov 2004 - Sep 2007

  • Sales Consultant • Building Glass Quality Advice • Taking inbound calls • Sales quotations • Account queries • Dealing with complaints • Training and development for new and existing Customer Service Representatives • Assisting with Team Reporting • Sales Consultant • Building Glass Quality Advice • Taking inbound calls • Sales quotations • Account queries • Dealing with complaints • Training and development for new and existing Customer Service Representatives • Assisting with Team Reporting