Joannie Irving

• Supervised daily administrative operations for a high-volume electrical wholesale branch, accurately invoicing several hundred customer orders weekly while ensuring timely processing and compliance.
• Conducted daily banking reconciliations, verifying card receipts against sales records, identifying discrepancies, and reporting them promptly to cashiers to maintain financial integrity.
• Processed daily payments to customers, ensuring accuracy and timely disbursement to maintain strong supplier relationships.
• Served as primary liaison between suppliers and customers, resolving delivery, pricing, and product queries—handling 15+ issues daily to maintain smooth operations and high customer satisfaction.
• Compiled and submitted weekly and monthly financial reports to the head office credit control team, ensuring compliance with credit policies and supporting effective credit risk management and timely payment collection.
• Facilitated internal and external audits by preparing and organizing comprehensive documentation, ensuring compliance with all regulatory and company standards.

• Team Leadership & Development: Led a team of 10 administrative staff, optimizing task delegation and resource management, resulting in exceeding KPIs by 15%.
• Strategic Planning & Execution: Developed strategies that streamlined payroll, increasing worker capacity by 20%.
• Cross-functional Collaboration: Aligned administrative support with broader business objectives, improving inter-departmental communication.
• Health & Safety Compliance: Managed procedures to ensure full compliance, reducing workplace incidents by 10%.
• Client Relationship Management: Fostered strong relationships, improving contract terms by 5%.
• Operational Improvement: Digitized document management, reducing retrieval time by 20%.

• Successfully Managed a case load of up to 1500 claimants making sure all cases task are completed.

• Calculating and managing payments on a daily basis via our central payment system .

• Communicating with claimants via both our online system, telephone and email.

• Liaise with the local Job Centre and several different departments to come to solutions regarding issues the Claimant may have.

• Successfully deal with vulnerable claimants.

• Owning complaint cases, ensuring that customers are responded to in a timely manner and complaints are fully resolved.
• Checked 25% of all agents completed complaints to check producer was followed and the correct outcome was delivered to the customer.
• Provided feedback and training to complaints agent on any cases not handed in the correct manner.
• Logging all activity with comprehensive and accurate notes using own internal Complaints system.
• Write customer facing letters, including a ‘Final Response Letter' when closing a complaint.
• Identified complaint trends and patterns to report to supervisors and guide changes.

• Promoted from Call Centre Agent to Manager within 1 year.
• Managed a team of 15 with all call query's, finding resolutions for call agents and taking over complaint calls.
• Set and managed performance benchmarks (KPI's) for call centre employees.
• Effectively monitored staff performance and identified training needs.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Maintained and managed customer files and databases.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.