Experience

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  Enee

  • Australia
  • IT Services and IT Consulting
  • 1 - 100 Employee

  • Shared Services Manager

    • Mar 2023 - Present

    All Office Manager duties plus:Strategic Direction - Working with company Directors to help push company growth and revenue forwards - Focus on maintaining product and service margins - Formulate price increase schedules and customer notifications - Creation and Maintenance of Executive-style company performance reports for the DirectorsHuman Resources - Ensuring all Award and Fair Work Legislation is being followed - Staff point of contact for all HR queries

  • Office Manager

    • Dec 2017 - Present

    Human Resources - Company Payroll processing - Employee Leave reconciliation, monitoring and control - Recruitment - editing and posting job Ads, initial resume, phone interview and technical test screenings. Liaising with Recruitment Agencies - On-boarding and Off-boarding of employeesPurchasing - Researching and purchasing of all products - Maintenance of company Quoting and Ordering program, including supplier data feeds - Liaise with suppliers, negotiating better prices and payment terms - Processing all Warranty/DOA/ReturnsFinance - Reconciliation of payments and bills - Creation and maintenance of complex spreadsheets to reconcile customer usage against supplier bills - Monitoring of reports (Profit and Loss, etc) and reporting on company financial health and profitability - Monitoring of systems and reports to ensure all work and products are billed correctly and promptly - Answering customer billing queries and chasing up payments - Monitoring of AR and AP performance Office Management - Keep office stocked with necessities (coffee, etc) - Run Team Meetings - Point of Contact for office maintenance - Keep the carpark area neat and cleanAutotask Ticketing System - Deep knowledge of system functionality and workings - Company Point of Contact for any Autotask query or question, training of new staff on the platform - Creation and maintenance of customised reports and report scheduling - Review and approval of all time entries, charges and invoicing - Creation and maintenance of complex Contract chains and Workflows - Reporting and analysis of Contract profitability on a weekly and monthly basisGeneral - Compliance with Regulatory bodies (ACMA, TIO, etc) - Creating and maintaining Administration processes on the internal wiki - Management of Administration staff - Analyse and review processes and procedures to ensure relevancy and efficiency, and automate where possible - Maintain regular customer NPS and ticket surveys

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  Adelaide BMW

  • Australia
  • Motor Vehicle Manufacturing
  • 1 - 100 Employee

  • Service Advisor

    • Mar 2016 - Nov 2017

    Key Duties:Advising customers and providing solutions, resolving conflicts, answering any questions they may have and up-selling a range of products and services that we offer.Communicate with workshop on customers behalf and keep customer up to date with progress and time frames, ensuring customers understand relevant technical and complex mechanical information regarding their vehicle.High level of organisation to maintain accurate and easily accessible and correctly documented records of customer work performed as well as quotes and comments provided.Costing, quoting and invoicing of work required or performed.Achievements:Provide a premium and professional Customer Service experience to all customers.Develop various processes and systems that ensure a smooth running and consistently on-time process for the delivery of cars back to customers.Analysis of business and customer trends and develop department-wide systems to increase productivity.Provide customers with innovative and timely solutions to their problems.Consistently manage and organise multiple dynamic priorities and ensure deadlines are met.Proven ability to discuss complicated technical and mechanical matters at the customer’s comprehension level and negotiate win-win solutions that are acceptable to both the customer and the business.Promoted to sole MINI Service Advisor, with greatly increased autonomy and authority after only 9 months.

  • Loan Vehicle Fleet and Teleservices Coordinator

    • Jul 2015 - Mar 2016

    Key Duties:Maintain and control a fleet of up to 35 loan cars, providing to customers on a scheduled or emergency basis.Co-ordinate and schedule customer drop-off and pick-up drivers. Receive, document and action Teleservice tickets that BMW cars automatically send the dealership in relation to upcoming service or maintenance issues.Achievements:Develop a system and process to effectively record, track and monitor incoming Teleservice calls and contact customers in a timely and professional manner that was to become BMW Australia’s best practice model for all other Australian dealerships.Analyse historical data and develop and implement a procedure for customer drop-offs that increased driver efficiency and customer satisfaction.Manage, maintain and track Loan Car Fleet of up to 35 new BMW cars.Build and develop close working relationships with various internal departments to share cars and other resources on an as-needed basis.Promoted to Service Advisor after only 8 months in the job.

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  Eco-Pousada Villa Verde

  • Bonito, Brazil

  • Owner

    • 2007 - 2014
    • Bonito, Brazil

    Key Duties:All aspects of maintaining and running a business including tight control of income and expenses, financial report generation, record keeping, creating and monitoring revenue forecasts and budgets, bank reconciliation, checking and auditing of invoices and making payments.Development o...

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  Copia Business Machines

  • Adelaide Area, Australia

  • Sales Manager

    • Jan 2004 - Dec 2004
    • Adelaide Area, Australia

    Key Duties:Day to day running of business and management of the store and employees.Administration and Management of office – taking calls, data entry, diary management, financial tracking and reconciliation, records management, accounts payable and receivable and employee payroll.Management of a...

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  Optus

  • Australia
  • Telecommunications
  • 700 & Above Employee

  • Team Leader

    • Sep 2000 - Jan 2004

    Leadership and Management of a team of up to 16 Customer Service Representatives.Providing Coaching, Counselling, Training and Development to the team so as to maximise their performance within the Centre by meeting or exceeding all KeyPerformance Indicators, as well as providing the highest possible level of customer service.Recruitment of candidates to fill Customer Service Representative positions.Take escalated calls from customers who wish to speak to management regarding their issue, or to provide feedback on their experience dealing with the company.Assist Customer Service Representatives with complex Billing and Technical issues and problemsIdentify, develop and implement enhancements to the way the Centre works to ensure that we are always working as efficiently and effectively as possible.Provided regular feedback to the team to ensure that they are fully aware of how they are tracking against performance targets and measures.

  • Customer Service Representative

    • Nov 1999 - Sep 2000

    Answer customer queries and provide troubleshooting and configuration support for their Dial-Up Internet connection.Provide education to customers on how the Internet works and some of the basic functionality of browsers and email clients.Handle customer’s billing enquiries and at times, negotiate a win-win resolution for their issues.Upsell customers to a higher value product, or to other products in the Optus range that they may be able to receive benefit or discount from.

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  ChemSupply Australia

  • Adelaide, Australia

  • Purchasing Manager

    • Nov 1996 - Nov 1999
    • Adelaide, Australia

    Purchasing stock to replenish warehouse stock levels, as well as for customer orders.Sourcing pricing, delivery time frames and quality specifications from suppliers for customers’ orders and quotes.Negotiating pricing, bulk discounts, packaging and delivery terms with suppliers.Building and crea...