Jane Symons - Executive Assistant, Havilah Inc

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Work Background

Havilah IncExecutive Assistant

Jan. 2024Maryborough, Victoria, Australia

HAVILAH HOSTEL INCProject Manager

Jul. 2023 - Jan. 2024Maryborough, Victoria, Australia

HAVILAH HOSTEL INCReceptionist

Dec. 2022 - Jul. 2023Maryborough, Victoria, Australia

Everyday IndependenceParticipant Access Scheduler

Dec. 2021 - Nov. 2022Bendigo, Victoria, AustraliaA key member of the Operational Team, responsible for operational excellence and outcomes. Working together to champion best practice in service delivery to our participants, grow access to our services and ensure our team are engaged, efficient and growing in their roles. Within the Operational Team, I am part of EI’s centralised Access Team. We are the first access point for participants and families, and referrers to learn how to access our services and begin their journey with EI. We start by listening and understanding about the participant, so we can schedule the participant with the right practitioner. Customer Service and Brand Influence • Helping new enquirers (participants, friends, family, support networks, referrers) understand how EI delivers its services in a differentiated way from our competition so that it inspires them with belief that they’ll reach their goals more than with any other provider • Helping new customers understand why a coordinated team is the best choice to achieve life-changing outcomes • Gathering intel direct from our customers regarding complaints, feedback, new service offers and competitive insights and sharing with my Team Leader I help accelerate social change by speaking up and pushing more to focus on people's disabilities. I understand what is truly possible to make inclusion a reality for all Australians. I focus on people's strengths to empower engagement in everyday life. I work alongside my colleagues across the company to remove barriers, build confidence and achieve potential. I keep things simple, remove the noise and focus on what's important.

PETstockCustomer Loyalty Coordinator

May. 2019 - Apr. 2021Ballarat, Australia• Plan, brief and execute loyalty brand and promotional campaigns • Manage e-marketing needs for campaigns, including creating data plans, data selection, data segmentation, and campaign testing and execution • Manage and upload LAM event data for marketing requirements, such as New Member Welcome eDMs • Facilitate communication between all relevant stakeholders to ensure successful campaign execution • Prepare campaign reports for management review • Assist in developing best practice CRM • Assist in preparing and delivering customer loyalty strategy • Complete require billing on campaigns in accordance to guidelines • Respond to member data maintenance requests • Management of PETstock's marketing communication calendar • Management of company NPS, including; • Management of relationship with NPS Service Provider • Weekly & monthly NPS category and store/clinic/service reporting • Monthly Heartbeat (internal rewards program for individuals and stores) reporting • Deep dive reporting and analytics as requested • Support the construction of customer surveys for new company ventures • Manage survey response rates • Monitor unsubscribe rates • Work cross functionally to data cleanse and ensure customer data is up to date • Track survey responses by month by category/segment and measure no response rates and unsubs • Time/day send analytics • Customer survey response time tracking • Measure repeat send response rates

PETstockCustomer Engagement Data Analyst

Aug. 2017 - May. 2019Ballarat, Australia• Management of company NPS, including; • Management of relationship with NPS Service Provider • Weekly & monthly NPS category and store/clinic/service reporting • Monthly Heartbeat (internal rewards program for individuals and stores) reporting • Deep dive reporting and analytics as requested • Support the construction of customer surveys for new company ventures • Manage survey response rates • Monitor unsubscribe rates • Work cross functionally to data cleanse and ensure customer data is up to date • Track survey responses by month by category/segment and measure no response rates and unsubs • Time/day send analytics • Customer survey response time tracking • Measure repeat send response rates When required: • Based in both Ballarat and South Melbourne Support Office locations to form what is now known as the Customer Experience Centre (CEC) • Assisting customers via telephone, email, live chat and social media outlets for all feedback, including compliments, queries and complaints • Assisted customers with placing online orders when they experienced any difficulties, and placing orders for customers when they were unable to • Working with another CEC team member to coordinate stock to ensure customer orders were filled • Working with Couriers Please and Australia Post to resolve delivery issues for customers • Monitoring review websites for customer feedback relevant to the business and providing the relevant feedback to the appropriate management for review • Monitoring and responding to social media feedback and complaints, including posts and inbox messages to both AU & NZ company pages

PETstock Pty LtdCustomer Experience Advisor

Sep. 2016 - Aug. 2017Ballarat, Australia• Based in both Ballarat and South Melbourne Support Office locations to form what is now known as the Customer Experience Centre (CEC) • Assisting customers via telephone, email, live chat and social media outlets for all feedback, including compliments, queries and complaints • Assisted customers with placing online orders when they experienced any difficulties, and placing orders for customers when they were unable to • Working with another CEC team member to coordinate stock to ensure customer orders were filled • Working with Couriers Please and Australia Post to resolve delivery issues for customers • Monitoring review websites for customer feedback relevant to the business and providing the relevant feedback to the appropriate management for review • Monitoring and responding to social media feedback and complaints, including posts and inbox messages to both AU & NZ company pages

PETstock Pty LtdRetail Operations and Customer Service Administrator

Apr. 2015 - Aug. 2016Ballarat, AustraliaRetail Operations Role Tasks • Providing assistance to Retail Operations Coordinator with tasks such as organisation of whole company conferences, meetings and various events • Writing and publishing procedure documents for Retail Operations tasks in Head Office, as well as procedure documents for in-store guidance and use • Ensuring operations calendar was complete and up to date for all events and tasks occurring in all departments of the company • Organisation and setup of stationary and cash collection accounts for new stores • Management of company customer satisfaction survey via Satmetrix, including ensuring stores were appropriately dealing with customer complaints that came in via survey Customer Service Role Tasks • Customer complaint resolution via both telephone and email communication methods • Assisting the Social Media Coordinator with customer complaint resolution for instances that arose via Facebook messenger • Handled customer complaints involving incidents where monetary reimbursement was required; liaised with company insurance company regarding these matters

Nutrien Ag Solutions - AustraliaSales Support Administrator

Mar. 2013 - Apr. 2015Ballarat, Australia• Real estate listings online, in newspapers and media for window displays • Livestock sales – input of data and billing of sales for clients • Accounts payable – coordination of bills for the branch, working with accounts payable team at head office • Accounts receivable – helping clients understand statements and tax invoices, advise clients of money owing • General administration duties – mail, banking, stationary management

TelstraSales Assistant

Sep. 2011 - Mar. 2013Ballarat, Australia• Excellent customer service and communication skills • Proficient computer/data entry skills • Meeting sales targets • Intensive product knowledge • Identifying and dealing with customer needs • Check customer satisfaction and correct customer problems • Accurate cash handling skills including EFTPOS and credit card transactions, and end of shift till balancing