Erica Palmer
Manurewa,AUK
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders Spearheaded project delivery, enhancing team efficiency. Proficient in Salesforce, ensuring data integrity and support for all coworkers.
Overview
21
21
years of professional experience
Work History
Client Services Manager
Blind Low Vision NZ - Guide Dogs
Manurewa - Auckland
01.2023 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with other teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Developed new employees and on-going performance assessment of current employees.
- Resolved escalated issues with professionalism, maintaining client trust.
- Scheduled and attended matching meetings with GDMI's and training department, to match replacement and applicants to new Guide Dogs.
- Performed duties and provided service in accordance with established operating procedures and Blind Low Vision NZ vision.
- Maintained client files with contracts, records of client interactions, client notes, and other information.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Delegated tasks to existing support team members .
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in the scheduling of cadet training.
Database Coordinator/Senior Administrator
Blind Low Vision NZ - Guide Dogs
Manurewa, AUK
02.2005 - Current
- Worked with the Salesforce team to help build Dog Tracker and Client Tracker, ensuring that it met the needs of Guide Dogs. and would be relevant to the business.
- Implemented rigorous testing procedures before deploying new Salesforce database.
- Provided timely support to end-users on any database-related queries or concerns, enhancing user satisfaction levels.
- Led training sessions for staff members on proper usage of Salesforce and relevant tools, fostering effective collaboration between teams needing access to shared data resources.
- Coordinated with project management on database development timelines. Conducted Tests to identify issue and have necessary modifications made.
- Coordinate and distribute registration tags for all the guide dog colony.
- Send updates of registration tags issued and dogs that have been removed from our program to Auckland Council monthly
- Prepare and order plaques for deceased guide dogs, breeding stock and guide dog puppies.
- Coordinate the volunteer hours for all guide dog volunteers and prepare all certificates, plaques and statues for the annual volunteer event.
- Dispatch all graduation photos for clients, puppy raisers, breeding stock guardians and boarders who do not attend the volunteer event.
- Order all equipment for all guide dog departments.
- Prepare the pre allocation paperwork after matching for clients who have been matched. Email a copy to the client and provide a hard copy for the Guide Dog Mobility Instructor to get the client to sign once the training program is completed.
- Prepare the equipment to go out with matched dogs to their new client. Courier the equipment to the relevant GDMI or client,
- Prepare vet folders for new puppies, make the medallions, civil defense tags and issue new or replacement council registration tags.
- Coverage of reception and phones when reception is unmanned.
Receptionist Administrator
Blind Low Vision NZ - Guide Dogs
Manurewa, AUK
11.2003 - Current
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and provided friendly, knowledgeable assistance.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Assisted in the planning and execution of Guide Dog events for improved employee morale and volunteer relations.
- Fulfilled client requests such as sending out equipment and answering any questions they may have.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Coding and sending invoices to accounts to be processed.
- Coordinate banking, petty cash, merchandise and tours.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Skills
- Client Relationships
- Interpersonal Relations
- Teamwork and Collaboration
- Customer Service
- Professional and Courteous
- Team Development
- Communication
Timeline
Client Services Manager
Blind Low Vision NZ - Guide Dogs
01.2023 - Current
Database Coordinator/Senior Administrator
Blind Low Vision NZ - Guide Dogs
02.2005 - Current
Receptionist Administrator
Blind Low Vision NZ - Guide Dogs
11.2003 - Current