Experience

TKW Research Group

• Australia
• Market Research
• 100 - 200 Employee

• General Manager

  • May 2010 - Present

  At TKW Research we use the latest information technology to collect high quality, in-depth data for market research and stakeholder consultation. This gives researchers access to the most efficient, engaging and responsive data - whatever your needs. After starting with the company as an Project Manager, I worked my way up to Account Manager, Account Director and then to General Manager. What I do..... • Maintain positive relationships with multi-million dollar accounts including some of Australia’s most high profile Government, Commercial, FMCG and healthcare clients • Provide bespoke quotes to clients with varying needs • Use my multi sector experience to work with you to get the best results from your project/s • Customize approaches to include mixed mode and multi stage components to ensure your data is robust and representative • Provide exceptional project management and responsiveness from the initial quote, through fieldwork and up until the final delivery of your data To find out more about how I can help you please contact me on mandy.admiraal@tkwresearch.com.au



My CX

• Australia
• Market Research
• 1 - 100 Employee

• General Manager

  • May 2010 - Present

  From the first interaction a customer has with your brand, My CX can open a unique window onto their buying journey. My CX is the leading company for Mystery Shopping campaigns in Australia and New Zealand. We design bespoke solutions for big and small organizations who want to get inside their customers’ heads, see what they think about their brand and why. We specialize in multi channel mystery shops which provides our clients with a full 360 view of their CX. Want to learn more? Let's chat! 03 8789 4444 or email me on mandy.admiraal@my-cx.com.au



Retail Reality

• Australia
• Retail

• General Manager - CX Specialist

  • Mar 2020 - Present

  Retail Reality is a leading mystery shopping and customer satisfaction management agency. This acquisition strengthens the size and scope of our mystery shopping and retail audit offerings to our clients across all of Australia and New Zealand. We will help you improve your bottom line by evaluating customer service standards through a variety of mystery shopping programs and performance reviews. We provide insight into the presentation and delivery of products and services through the eyes of your customer! Mystery Shopping will help... • You see your business through your customer's eye • Raise the level of service on offer at your retail outlet through performance reviews • Maximise the sales potential of every customer • Create more return / frequent customers • Boost your bottom line • Increase the product knowledge of your team • Assess training areas that are required • Motivate your front line team through incentive schemes • Assess competitor's services • Evaluate merchandising Customer service audits provide businesses with an understanding of the experience their customers receive whilst interacting with their brand. Mystery shopping is an effective and reliable tool that measures service standards of your own brand as well as your key competitors through thorough competitor analysis. Get in touch with Mandy by emailing mandy@retailreality.com.au for a free consultation about how mystery shopping will improve your CX.



CDM Direct

• Australia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• General Manager

  • Jan 2015 - Present

  CDM Direct are industry-leaders in multi-channel communication services. We provide communications solutions to SME’s to large corporate organisations with a holistic approach to all of their 'co-sourcing' needs. I manage the key accounts for the business. Specializing in creating new business opportunities, negotiation of contracts, existing client management and project management. With an emphasis to strategise and implement structured CX, sales, service or direct response projects into field on behalf of clients. My aim is to insure objectives and targets are exceeded through our skilled and capable workforce and state of the art technology/phone systems. We manage all aspects of contact center campaign implementation from campaign design, script writing, staff acquisition, training, metric analysis and staff coaching.



TKW Health

• Australia
• Market Research

• Market Research Specialist

  • May 2010 - Present

  TKW Health is the dedicated specialist healthcare research division of TKW Research. With over 85,000 health related professional on our data base, we provide our clients with access to all healthcare professionals and patients across all medical fields throughout Australia and New Zealand. We help our clients understand the dynamics of the unique healthcare industry within our ANZ region. We provide insight into the key challenging factors the healthcare industry is facing: rising costs, employee retention, product selection, education, increased competition and innovation. Get in touch for more information mandy.admiraal@tkwhealth.com.au



Alpha Nursing

• Australia
• Staffing and Recruiting
• 1 - 100 Employee

• Eastern Business Manager

  • Jun 2006 - May 2010

  Eastern Business Manager: Account & relationship management for the East and South Eastern Regions of Melbourne. Business Development: Generated new business in both existing and new markets. Business Manager: created and managed various subdivisions of the company across metropolitan Melbourne & rural Victoria. Internal HR & personnel management. Accredited Lead ISO Auditor. Eastern Business Manager: Account & relationship management for the East and South Eastern Regions of Melbourne. Business Development: Generated new business in both existing and new markets. Business Manager: created and managed various subdivisions of the company across metropolitan Melbourne & rural Victoria. Internal HR & personnel management. Accredited Lead ISO Auditor.



Colbrow Care

• Australia
• Hospitals and Health Care
• 1 - 100 Employee

• Business Operations Manager

  • Jan 1999 - Jun 2006

  During my time with this company I managed operations and business development. This included all internal and external relations, both nationally and conjunction with representatives in the UK, South Africa and New Zealand. I was also responsible for, and facilitated, the internal audits for the company's ISO Accreditation. In addition to this, I worked on marketing, branding, public relations & promotional activities for company, as well as the HR and training with new and existing staff. During my time with this company I managed operations and business development. This included all internal and external relations, both nationally and conjunction with representatives in the UK, South Africa and New Zealand. I was also responsible for, and facilitated, the internal audits for the company's ISO Accreditation. In addition to this, I worked on marketing, branding, public relations & promotional activities for company, as well as the HR and training with new and existing staff.