Customer Service Sales

LOTTI MORRISON

abnu73@r.postjobfree.com +1-918-***-**** US Permanent Residency

SUMMARY OF COMPETENCIES AND CHARACTER

Flexible and dedicated professional with six years experience in providing effective and dependable

performance in a variety of executive assistant, office administration and customer facing roles.

Administration: Provide efficient and reliable administrative support to peers and senior

management including administrative and personal tasks. Can be relied upon to provide

exceptional support such as detailed research and analysis including financial reports. Able to

carry out multiple projects autonomously alongside day-to-day tasks with a track record of

delivering results exceeding expectations.

Technical Skills: Proficient in all Microsoft applications including Excel and in the Macintosh

operating system. Trained to take on very large volumes of phone calls and manage complex

multi-line phone systems, and experienced in providing exceptional customer support.

Multilingual; fluent in Mandarin (Chinese) and Taiwanese (Fujian), and basic Japanese.

Outstanding communicational skills, both verbal and written.

Personal Attributes: Professional presentation. Team player skilled at building good rapport

with staff at all levels within an organization and acting as a buffer between management and

subordinates. Organized and task-orientated, with an eye for detail. Enjoy working in fast-

paced, high energy environments and strive to bring positive energy to the workplace.

PROFESSIONAL EXPERIENCE

Navico Inc Tulsa, OK, United States

PRODUCT VALIDATION SUPPORT June 2008 – Apr 2009

Role Involvement:

Joined a newly established product quality team in a US $300M, world-leading marine technology

company, in an administration role. Developed and administrated new processes for product quality

assurance and acted as an interface between global management functions and key customer

groups during product development and launch.

Participated in the most significant new product development the company had undertaken,

as part of a drive to improve quality, reliable customer acceptance and time-to-market with

nearly 50% of the company’s revenues expected from new products in 2009.

Developed a formal validation process that was tailored to the needs of the brand and

target customers, successfully filtering feedback to engineering, product management, and

customer specialists and ensuring customers felt their input was valued and utilized.

Acted as an intermediary between product managers and the engineering team across

three different international sites to highlight areas of concern in product design relevant to

specific customer segments.

Provided support to the product launch including working with marketing on the packaging

artwork and providing opinions on the readiness of the product for release to product

management.

Asked by the CFO to present the new product line to auditors during the budget process.

Achievement at Navico:

With no technical background or background in the marine industry, was able tailor a

validation process that successfully identified and corrected design flaws in a critical

product development.

Baycorp Advantage (now Veda Advantage) Auckland, New Zealand

EXECUTIVE ASSISTANT / ACCOUNT SUPPORT REPRESENTATIVE Jul 2005 – May 2007

Role Involvement:

Provided high-level administrative support to the head of sales of the leading credit reporting and

debt collection business in New Zealand, a US $100M business, along with additional support for

the chief legal counsel. The role expanded to include business development activities including

shaping the strategic direction of major accounts and conducting product training presentations for

clients.

Organized travel arrangements, sales conferences and other events, filtered calls, tracked

leave and expense reports, and composed and edited presentations and other

communications. Organized meeting setups and catering for executive team meetings and

provided ad-hoc presentation adjustments.

Provided monthly forecasts of sales revenue and trends including underlying economic

analysis. Assisted in building realistic budget targets for the account managers.

Implemented a more effective sales reporting system and used it to monitor individual

performances in the sales team through regular scheduled reporting, allowing team leaders

to better enforce accountability.

Supported the COO with preparation of financial reports and sales data for the successful

divestment of the debt collection arm to a private equity investor in 2008.

Supported marketing with customer segment analysis during a major corporate rebranding

exercise.

Brought up to date and maintained the sales database, used it to direct the outbound

telephone sales team in campaigns and tracked the success rate of each campaign.

Carried out detailed market research identifying key new untapped market segments and

generating sales leads accordingly. Performed an industry gap analysis identifying

opportunities to up-sell higher value products to existing clients.

Liaised with IT to implement the client relationship software salesforce.com for the sales

team and carried out training. Coordinated the account managers to ensure that a

comprehensive database of up-to-date client profiles was compiled.

Achievements at Baycorp Advantage:

Quickly proved to management the ability to be an effective gatekeeper, which resulted in a

role expansion and salary increase within eight months.

Successfully established myself within the organization as a trusted, reliable and

professional point of contact for a variety of departments.

National Bank of New Zealand Auckland, New Zealand

SERVICES AND SALES REPRESENTATIVE Nov 2004 – July 2005 and May 2007 – Sep 2007

Role Involvement:

Provided quality customer service at all times as part of the national customer service center of

the largest bank in New Zealand. The role required handling difficult customers and resolving

difficult queries and complaints with professionalism, and included sales of personal banking

products up to and including high value foreign currency transactions.

Achievements at the National Bank

Accelerated acceptance into sales bonus program, exceeding target by 80% in the first

period.

Commitment to customer service recognized by high level of formal customer compliments.

Returned prior to moving to the United States at the request of the manager of the Asian

Private Banking group to fill a staff shortage in 2007, serving high-value clients requiring

particular cultural sensitivity and language skills. Identified and trained a permanent

replacement for the role.

Russell McVeagh Auckland, New Zealand

SERVICE ADMIN CLERK April 2001 – May 2003

Role Involvement:

Office administration and support for 250 lawyers, including the 44 partners, in New Zealand’s

premier law firm. Duties included meeting room set-ups, organizing catering, bank runs, filing,

organizing company couriers and mail room duties.

ACADEMIC HISTORY

The University of Auckland 2001 – 2004

Bachelor of Arts

Major: Political Science Minor: History

Contact this candidate