Mona El-Hassan

041*-******

acsmtq@r.postjobfree.com

Career Statement

Over 20 years extensive experience in PA, Office Administration, Account Management, Administrative Support and Customer Service roles for major corporate and Government departments. An adaptable, positive, solution focused and result driven team player, with strong organisational skills. Hard working and single-minded in achieving professional and, personal goals. A proactive and energetic Administrator with strong customer focus proven negotiation and administrative skills, a keen desire to succeed and excel as within a dynamic company.

Courses & Skills Summary:

Microsoft Outlook Applications, Microsoft Package

Bankstown Community College

Receptionist Skills, Young Secretarial Program

Australian Institute of Management

Computer literate, keen to embrace new technology.

Intermediate computer skills (MS Word, Excel, PowerPoint/Outlook/Sap/Netsuite)

AS400

Filemaker Pro

Superior phone skills, Telemarketing

Good team player and leadership skills

Outstanding time management skills

Excellent relationship building and communication skills

eProcurement

Sabre (Travel)

CRM

Different in-house systems.

OCT 2014 – AUG 2015

Teleflex Medical (Mascot NSW, Australia) Customer Service Associate

• Effective communication with health care professionals on the

company’s product range.

• Draft appropriate responses to consumer queries/ concerns via phone,

mail, fax or email according to company procedures and guidelines.

• Recommend suitable products according to consumer requirements and

preferences.

• Collecting and conveying feedback from consumers on product faults/

new products/ product upgrades to manufacturing.

• Receive and process orders of Teleflex medical products from order

entry to dispatch.via phone, fax or email using SAP.

• Process product returns and credits as per company policy.

• Follow up on orders with the warehouse and update the customers.

• Accommodate customers’ special requests on urgent deliveries etc.

• Maintenance and updating of customer service database.

• Set up, manage, update invoices, delivery documents and backorder

files

• Efficient tracking & updating of all customer service department documents.

• Archiving of files according to company guidelines.

• Identify and implement process improvement within the customer

service environment.

• Liaise with couriers with respect to deliveries.

JUNE 2012 – OCTOBER 2014

Elan Polo - Footwear wholesaler

Sales and Marketing - Administrative Assistant/PA to the Head of Athletic Division for Mitre

Key Responsibilities:

Prioritise my daily duties and provide high level of administrative support to the Head of Athletics Division by:

Coordinate travel and accommodation bookings domestic and International.

Liaise with internal and external stake holders and buyers

Manage and process expense reimbursements, American Express monthly statements.

Answering and managing incoming and outgoing emails with overseas and internally, for price quotes/ specs before production to ensure deadlines are met on time.

Sample tracking schedule

Auditing process

Testing reports for production materials

Chasing up Inspection reports

Completion of weekly sales reports

Coordinate catering for staff and visitors meetings, lunches and dinners

Other Ad-hoc requirements from management

Key Achievements:

Completion of the weekly ladder reports (sales reports) on time.

Meeting deadlines for order processing, production and following necessary processes to ensure customer’s expectations (buyers) are met.

Good time management skills, ensuring most critical tasks are addressed as priority.

Ability to multi task many projects at the one time.

Maintaining a positive & flexible attitude under pressure and the ability to multi-task at all times.

TEMPING ROLES:

September - October 2015

Administrative Assistant – Kia Motors HR Department

March – May 2012

Customer Care Representative – (Speciality Fashion Group)

December 2011 – January 2012

Recruitment Consultant - (Starlight Recruitment)

September 2011 – October 2011

Recruitment Support Officer for Businesslink NSW Pty Ltd

Responsibilities:

Business travel through SAP

Relieving reception

Process invoices through SAP

Fund commitments/Payment request through SAP

Working with HR for any Corporate events

Answer calls from customers re store locations queries, stock enquiries, contact detail updates, customer complaints and other enquiries.

Answer calls from stores about customer transaction history, stock on hand, reward voucher queries and updating customer details

Respond to emails from customers and stores

Support other team members as needed

Culling applicants for a variety of roles – end to end, including phone interview, and short listing candidates for the client

Interview candidates

Liaising with the client re their candidate requirement

Organising interviews

Providing feedback to candidates post interview results

Advise candidates of interview process, procedures and coaching candidates on interview techniques

Interviewing referees for Foster Care applicants

Conduct and complete probity checks

Ensuring KPI’s are met

SEPTEMBER 2001 TO AUGUST 2011 AUSTRALIA POST

Employed in several roles within the company over the past 10years.

May 2009 – August 2011 Australia Post

Account Manager for Small Medium Enterprise

Key Achievements:

Identified new business opportunities to up sell Australia Post products and services, when making contact with my customers during campaigns also when renewal of their business contracts were due.

Promptly solved service delivery failures or other issues, by consistent follow up and monitoring that resulted in maintaining customer satisfaction on an ongoing basis.

Developed a personal follow-up schedule and a system to ensure all contracts were received on time. This ensured that 100% of clients maintained their contract rates and scheduled delivery without interruption of their business.

Maintaining a portfolio of 600 customers and adding business to any opportunity when making contact with customers.

Building and maintaining rapport with business customers.

Sep 2007 April 2009

Team Leader – Customer Contact Centre for Small Medium Enterprise customers

Key Responsibilities:

Managed a team of 10 to ensure that each member was motivated and empowered to resolve queries at first point of contact.

Deliver call centre KPI’s and service delivery-achieving our Grade of Service (GOS). Minimising escalations to the Team Leader ensuring customer satisfaction and positive outcome for both Australia Post and customer.

Monitor team adherence to Contact Centre operating standards, Australia Post policies and procedures.

Key Achievements:

Introduced team activities that helped minimized stress levels and improve staff moral which resulted in a 25% reduction of sick leave days.

Reduced a significant number of escalated calls from 50% to 15% by providing effective coaching and feedback to team members.

Implemented a program to motivate the team to increase the service standard from 60% calls answered to 80% calls answered within 20 seconds.

April 2007 – Sep 2007

Customer Service Officer - Post Business Direct (Stationary Sales)

Key Achievements:

Consistently exceeded sales targets and KPI’s at the end of each month.

Developed new business by cross selling Australia Post products and increased revenue by 30% for the team.

Formulated a spreadsheet to follow up with profiled customers every three months, advising them of any campaigns encouraging them to place orders.

Increased sales were achieved during the campaigns

Feb 2006 – Mar 2007

Personal Assistant to Commercial Sales Manager/Personal Assistant to National Corporate Accounts Manager and Group

Key Achievements:

Provide seamless administrative support for 55 staff members, 2 Managers and 4 Executive as required.

Sourced, compared and negotiated with various catering providers for exceptional cuisine within our budget to keep costs down.

Was responsible for providing stationery and equipment through eProcurement for the entire department always keeping within budget by researching various suppliers.

Feb 2001 - Dec 2005

Customer Service Officer – Consumers

Key Achievements:

Consistently managed to resolve issues at the first point of contact

Regularly received positive feedback from customers and managers

Maintained a positive and flexible attitude under pressure and the ability to multi-task

Sales – Myers, David Jones and Alders Duty Free

Promotional and sales work for leading cosmetics and perfumery brands. Working against KPI’s and targets.

References available upon request

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