SEEK

Customer Success Manager

Client Support Coordinator

Compassion Vietnam

Compassion Vietnam Inc (CVI) provides primary and secondary school scholarships to students who are eligible to enrol into local government schools. At it's core, CVI gives a basic education to some of the poorest and most vulnerable children in Asia. CVI not only provides an education, but also a safe zone for our children, meals and a health program.

Achievements:

• 2019 will see our 300th student enter CVI's Education Centre.
• 2019 will also see tripling in the amount of birth certificates obtained for displaced students.
• Funding now allows for over 200 weekly lunches for students.
• Successfully implemented a program that finds apprenticeships for our older students.
• Introduced PayPal as a donation platform, leading to vast increase in donations.
• Implemented a process that qualifies Australian medical professionals to visit CVI's education centre and treat our students.
• Obtained annual funding to vaccinate our students to Australian standards.

Board Member

Bank of Melbourne

Bank of Melbourne is Victoria's local bank. Our branches are spread around Victoria, and our headquarters are in the heart of Melbourne's CBD. We're a bank, but we're not just here to provide financial support. We support the local community through the Bank of Melbourne Foundation, which has provided more than 100 small charities with almost $3 million in grants since 2013.

Responsibilities:

• Proactively contact 10 clients daily whom I have identified would benefit greatly from a better banking solution to, and/or a more current service.
• Using meetings to present our clients with tailored banking solutions based around their individual needs.
• Identify and book 3 appointments daily for Senior Colleagues; such as Home Loans and Financial Planning.
• Create a seamless banking experience for our clients by meeting each client's end-to-end banking activities in branch, and taking the time to educate them on time-saving digital solutions. 
• Use down time to regularly complete BOM online short courses, and staying up to date with the ever evolving banking sector's rules and regulations.

Achievements:

• Maintained a 60% success rate (well above average) when proactively calling clients to book banking review appointments.
• Regularly led the Sales Team in number of valuable referrals to Senior Colleagues.
• Proactively worked through curated lists of our largest clients (deposits and loans), creating a monthly contact schedule which resulted in an immediate and substantial retention rate.
• Created a succinct and easy to use 'Online Banking FAQ' for customers, which saw an increase in the amount of customers using the BOM platform, and a decrease in the amount of emails/calls asking for help.
• Developed an easy to use conversation structure that allowed me to gain a complete picture of the client's banking needs, followed by a method to visually show the client BOM's advantages. This resulted in a weekly increase of 1-2 clients using BOM for all their needs.

Personal Banker

Origin Energy

Origin Energy has a rich heritage in energy exploration, production, power generation and retailing. Today, Origin Energy is the leading provider of energy to homes and businesses throughout Australia, and a major energy provider in New Zealand and the Pacific.

Responsibilities: 

• Working with a team of 8 Junior Sales Consultants, coaching them to develop their core sales skills as well as critical success indicators, such as quarterly sales plans.
• Having a deep understanding of Origin's business operations, models, systems and technology all while keeping up to date with the energy sector and our competitive advantage over our competitors.
• Attaining at least a minimum of 2 client transfers per day
• Proactively contacting our larger business customers weekly, driving sales while maintaining deep rapports. 
• Providing reports, data, recommendations and presentations to a team of Sales Reps to assist with client visits.

Accomplishments:

• Efficiently able to serve an average of 55 client’s needs a day (exceeding target by 15%).
• Achieved an average of 60 competitor transfers each month (exceeding target by 10%).
• Successfully improved the proactive client contact from monthly to weekly.
• Oversaw a junior sales team that saw an increase in client retention from 92%-94%.
• Proactively compiled and worked through a list of our client's most complained about issues, implementing specific improvements such as more regular visits by our Sales Reps, easier to access usage metrics and an improved competitor energy comparison functionality.
• Vastly increased the time our Junior Sales Consultants have to talk to a prospective client by eliminating needless questions, thus making the conversations more succinct.

Senior Business Sales Consultant

The Luxe Nomad

The Luxe Nomad is Asia-Pacific's leading Luxury Villa, Hotel & Resorts booking portal, boasting an impressive network of 1,500 properties, of which 800 are Villas and 700 are Hotels. The Luxe Nomad is a successful start-up company founded in Kuala Lumpur, with newer offices since opening in Singapore, Hong Kong and soon to be Japan.

Responsibilities: 

• Researching, qualifying and contacting 10 new Hotels & Villas per day with the goal of creating partnerships.
• Creating and delivering bi-monthly presentations for TLN's investors, while also solely in charge communication with potential investors.
• Managing all aspects our 3 Sales Manager's weekly schedule, including flights, accommodation, meetings and transport.
• 2IC to the Founder/CEO, while directly in charge of an 8 person team with 2 off site developers. 
• Conducted and contributed to the hiring, interview and induction process for each new employee.

Accomplishments: 

• Forged ongoing partnerships with over 130 new luxury Hotels & Villas across Asia.
• Managed the creation and implementation from start to finish of a tailor-made CRM, Customer Service Ticket System, Live Chat feature and most importantly an industry first Live Booking functionality for luxury private villas. 
• Personally revamped each and every Hotel/Villa page for our new website.
• Adapted successfully to a demanding and unfamiliar start-up business culture, all while living in a foreign country.

Operations Executive

Westpac

Westpac has a long and proud history as Australia's first and oldest bank. The bank has 5 customer facing divisions serving around 13 million customers.

Responsibilities:

• Providing consistently excellent levels of customer service in an extremely fast paced environment.
• Being able to identify a minimum of 5 quality sales opportunities daily for senior sales members.
• Proactively qualifying and contacting our customers with outdated/irrelevant products to offer a better solution.
• Working efficiently and accurately with extremely large sums of physical cash.

Achievements:

• Lead the tellers across two quarters in the number of sales referrals.
• Achieved a daily average of around 200 customers served.

Business Teller

EBSCO Information Services

EBSCO Information Services provides a complete and optimised research solution comprised of research databases, e-books and e-journals—all combined with the most powerful discovery service and management resources to support the information and collection development needs of libraries and other institutions and to maximise the search experience for researchers and other end users.

Responsibilities:

• Managing an ever-growing customer base across NSW, QLD, WA, NT & ACT.
• Travelling successfully across Australia to deliver sales presentations to prospective clients in the  Government, Hospital and University sectors.
• Proactively growing business by identifying, pursuing and progressing opportunities along the sales pipeline  
• Creating and implementing detailed quarterly sales plan in conjunction with the Sales Director. 
• Responsible for marketing and advertising decisions for all EBSCO services across my states.

Achievements:

• Selected to travel (based off great results) to the company's headquarters in Boston to participate in highly valued skill building courses.
• Exceeded bi-annual revenue target of AUD $350,000 of new business. 
• Increased retention of subscribing customers from 90% in 2011 to 96% in 2012.
• Frequent interstate travel, attending meetings and presenting to potential clients, achieving an average close rate of 85%. 
• Managed the implementation of an integrated system that linked over 40 public libraries in VIC and NSW, spanning a 6 month period.

Account Manager

Fukui University of Technology

Fukui University of Technology is a private university founded in 1950 and located in Fukui Prefecture, Japan. The university has undergraduate faculties in engineering, English, environmental and information sciences, and sports and health sciences, as well as a graduate department for applied science and engineering

Responsibilities:

• Contributing heavily alongside English faculty to create a challenging curriculum for students.
• Teaching 20+ non-English speaking students while managing to follow a pre-prepared class plan.
• Creating, administering & grading challenging tests weekly, monthly and quarterly. 
• Coordinating extra-curricular English language activities such as movie nights and day trips.

Achievements:

• All students under my tutelage successfully completed their English A Levels exam.
• Approximately 95% of students whom I taught ultimately moved onto the next level of the University course.
• A student of mine participated successfully in a national English language contest, placing in the top 15.
• Thrived living and working in a foreign country where English isn't widely used.

English Teacher

I create strategies designed to help make my clients more productive & efficient by transforming the complex into the simple.

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