1. Louise Russell
0448 225 820
l_russell@hotmail.com
Profile:
An experienced professional with a broad range of administration skills, including in particular
management of staff, office management, customer service, payroll, and bookkeeping. With the ability
to apply these skills to a diverse range of industries, including hospitality, financial, corporate and
security.
I enjoy applying my organisational skills to ensure the effective, efficient running of the office, whilst
providing a high level of customer service to my internal and external customers.
I am currently seeking an opportunity with a well-reputed organisation in a role where I can draw on my
previous experience and add value to the organisation.
Key Competencies:
Management
• Management of office and call centre staff including handling their escalated
calls
• Management and allocation of service jobs to Technicians
• Responsibility for end to end recruitment of customer service, administration,
call centre and technical roles
• Change Management implementation
• Develop and monitor KPI’s
Administration
• Identify and implement procedural process improvements, with a focus on
productivity gains and cost reduction
• Responsibility for allocation of Purchase Orders and raising invoices
• Diary Management
Financial
• Preparation of month end and year end accounts
• Reconciliations
• Processing of accounts payable
• Payroll
Career Summary:
Oct 15 – present 1st
Choice Rentals Sales & Customer Service Mgr
Oct 11 – Oct 15 McDonald’s Australia Ltd Technical Services Coordinator
Nov 06 – Oct 11 Ironing Relief Owner
Oct 06 Immigrated to Australia
Sept 02 – Oct 06 Smart Security Systems Officer Manager and Bookkeeper
Mar 03 – Aug 05 Premier Accountants Bookkeeper and Office Manager
Oct 01 – Sep 02 Pesters Accountants Bookkeeper
Jul 99 – Jan 01 Fulready Ltd T/A The Gate Restaurant Restaurant Manager and Bookkeeper
Nov 97 – Jul 99 Les Caves De Pyrene Ltd Bookkeeper & Customer Service Mgr
Aug 97 – Jan 99 The Gate Restaurant Waitress (part time)
Sept 96 – Nov 97 Lloyds Bank PLC Loan Administrator
Jul 95 – Jul 96 Russell and Keat Recruitment Ltd Office Manager
Jul 91 – Mar 95 The Chequers Inn Waitress/Bar Person (part time)

2. Jul 91 – Sept 91 Richard Keat Associates Chartered Surveyor Administrator
Eligibility to work in Australia:
Australian Citizen
Employment History:
Oct 15 – present Sales and Customer Service Manager, 1st
Choice Rentals
A family run appliance Rental Company, manager of the sales and customer department with direct
report to the owners.
Responsibilities:
• Manage all aspects of the call centre, with direct management of the sales and customer service
team
• Manage and planning with the marketing department
• Develop and monitor KPI’s
• Regular staff appraisals
• Attend and organise management meetings
• Liaise with other departments to ensure effective communication.
• Employment of staff
Key Achievements:
• Regular staff appraisals and implemented KPI’s and sales incentives
• Targeted marked improvements for customers
• Improved work environment
• Launched successful marketing campaign
• Increased sales
Oct 11 – Oct 15 Technical Services Coordinator, McDonalds Australia
The Technical Services Coordinator, based at the iconic brand’s head office in Thornleigh, was
responsible for the coordination of the Technical Services department, which serviced all
Company owned restaurants.
Responsibilities:
• Manage all aspects of the Service Call Centre, ensuring complete
customer service.
• Direct management of a team of 5 call centre operators who handle in
excess of 100 calls per day
• Resolve escalated issues passed on from the call centre operators
• Schedule daily jobs for 20 Service Technicians
• Dotted line management of Service Technicians
• Manage all approved sub contractors via McDonalds Rapid Induct
online program
• Coordinate diary and all travel for the Operations Manager and
Department Manager
• Raise purchase orders
• Maintain spare parts inventory
• Generate all invoices for completed work
• Pay suppliers
• Office management
• Meeting organisation and planning
• Monthly Coordinator meetings to ensure all departments assist and
communicate, to work as a whole team.
Key Achievements:
Louise Russell Resume 2

3. • Successfully developed and then implemented a redesign of the NSW
Technical Services department in order to centralise all calls nationally into the one call
centre. Phase one & two have been completed successfully and all National McOpCo calls
now come into the NSW call centre, which are then allocated to sub contractors Nationally.
• Identified opportunities to streamline the Service business. I
implemented territories for all Technicians to be based in. This resulted in an increase of
customer service levels as Store Managers now deal with the same technicians. The
technicians are able to work on the same equipment and therefore know the history of each
piece of equipment, which reduces the time they spend fault-finding on the equipment. This
change has also reduced the amount of travel the Technicians are doing resulting in a direct
savings of $1,500 per month on tolls alone.
• The Technical Services department is self-funded through the work of
technicians. As a result of operating in a different manner to other departments a silo had
been created. This was evident when I commenced. Throughout my time I have been actively
working on eliminating the silo that has been created primarily through effective
communication with the rest of the business. I have monitored the culture change through
numerous surveys via Survey Monkey. The results of the surveys show that the perception of
the Technical Services department is improving through the rest of the McDonalds business.
Nov 06 – Oct 11 Owner, Ironing Relief
After immigrating to Australia I set up an ironing business. I sold this successful business to further pursue
my career.
Responsibilities:
• Provide a high level of customer service to customers including same
day service
• Ironing
• Coordinate the pick up and delivery schedule of customers ironing
• Advertising and marketing to generate new business, including
letterbox drops and online advertising
• All bookkeeping activities for the business
Key Achievements:
• When I set up the business in November 2006 I had no customers.
Through marketing and word of mouth, when I sold the business in October 2011 I had 50
regular customers, a team of ironers who were averaging 6 baskets of ironing a day, 7 days a
week.
• Creating a business from scratch from where I was able to generate a
weekly wage for myself, and employ other staff and then sell the business for a profit.
Sept 02 – Oct 06 Office Manager, Smart Security Systems Ltd
Smart Security Systems is a specialist installer and maintainer of electronic security systems who provide
a complete service from the initial design, installation and after sales care. Initially employed as a part time
bookkeeper I was promoted to Office Manager.
Responsibilities:
• Allocation of jobs for 10 technicians
• Office Administration
• Data Entry
• Bookkeeping
• First point of contact for customers and suppliers
• Developed marketing material
• Ordered and managed office stationery
• Coordinate Managing Directors Schedule
Louise Russell Resume 3

4. Key Achievements:
• When I commenced the business was in a growth phase and grew
quite quickly. I identified that the office systems, policies and procedures weren’t adequate for
the speed in which the business grew. I developed and implemented office systems and
procedures particularly in the way in which jobs were managed and also financial procedures.
These procedures ensured that all customers had a consistent, professional and efficient
manner.
Mar 03 – Aug 05 Bookkeeper, Premier Accountants
Oct 01 – Nov 02 Bookkeeper, Pesters Accountants
Jul 99 – Jan 01 Restaurant Manager and Bookkeeper, Fulready Ltd T/A The Gate
Restaurant
Nov 97 – Jul 99 Bookkeeper and Customer Service Manager, Les Caves De
Pyrene Ltd
Aug 97 – Jan 99 Waitress (part time), The Gate Restaurant
Sept 96 – Nov 97 Loan Administrator, Lloyds Bank PLC
Jul 95 – Jul 96 Office Manager, Russell and Keat Recruitment Ltd
Jul 91 – Mar 95 Waitress/Bar Person (part time), The Chequers Inn
Jul 91 – Sept 91 Administrator, Richard Keat Associates Chartered Surveyor
Computer literacy:
• Microsoft Office – Word, Excel, PowerPoint, Access, Outlook, Explorer
• Lotus Notes
• Seratec (scheduling software)
• Rapid Induct (McDonalds contractor management software)
• Sage Line 50
• Security Industry specific software
• 1st
Link (industry specific software for rentals industry)
Relevant Qualifications:
1987 – 1993 Full school qualifications
1993 – 1995 BA Hon Degree Marketing Design and Business Studies
Southampton University
1999 Diploma Bookkeeping
2002 Administration and new manager course
2012 The New Supervisor, Australian Institute of Management
Referees:
Available upon request
Louise Russell Resume 4