Sue Howard has over 20 years of experience in customer service roles, including office management, reception, and client relationship management. She has a proven track record of effectively managing communications and providing a high level of customer service. Sue is skilled at multi-tasking, meeting deadlines, and resolving customer complaints. Recent roles include office management for three companies, where she books travel and events and manages staff calendars.

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S U E H O W A R D
1/19 Olympia Road, Naremburn, NSW 2065, Australia
Telephone: (61 2) 9966 5898. Mobile: 0431 966 570
Email: susan.howard18@bigpond.com
PERSONAL PROFILE
Organised Office & Front Desk Manager. Diligently able to manage phone, email and F2F communications
with clarity and professionalism. Smile in the voice and ability to ensure the client feels valued. Proven
experience in meet and greet front desk first point of contact. Excellent written and oral communication
skills and good MS suite application. Experienced in booking travel and events, presentations and high
level meetings with all levels of clients reflecting a confident and positive ‘will to win’ attitude.
Highly professional and experienced as a Client Relationship Manager with demonstrated successful
achievements in Relationship and Operations gained over a 20 year period. High focus on outstanding
Customer Service and skilled at resolving concerns and complaints both verbally and in writing.
Ability to work to tight deadlines while multi tasking and a supportive team player. I respond well to a
demanding environment and believe I possess personal maturity, credibility and integrity with high levels
of energy and enthusiasm.
AREAS OF EXPERTISE
Demonstrated Customer
Service ability
Professional persona with
credible presentation ability
Communication and
organisational skills
Experienced CRM/Account and
Relationships Manager
Strategic and innovative thinker Strong time management
experience
Highly organised and tenacious
with goals
Ability to manage change and
work well within teams
Timely KPIs with Report & diary
management
“Sue is a person of integrity and proficient in her role, always willing to provide a high level of client
service. Sue’s client management skills had an extremely positive effect with our relationship with XX
when we transferred all our corporate business to XX 2 years ago. ..The skills and attitude that Sue
displayed are inherent and I would not hesitate in recommending her to be an honest and hard working
individual.” (Tim Schaafsma - Director, Steinhoff Asia Pacific)
July 2012 - present time – VoIP/VExpress/NorthbridgeSecure
Office Manager/Receptionist/Travel Manager –Full-Time
- Management of Switchboard for three companies, professionally Meet & Greet visitors.
- Book all travel for the three companies nationally, manage travel contracts
- Book offsite meetings, events, board meetings and BBQs & Christmas parties for 100 staff
- Take Minutes, manage calendars, diaries, stationery and catering requirements
May 2011 - July 2012 – Building Facilities Management Solutions
Office Manager/Assistant Facilities Manager –Full-Time
- Retention of contract though the maintaining of an harmonious and productive relationship with
residents, tradesmen and EC members for a 302 residential prestigious complex
- Proven successful welcoming front desk reception demonstrating diplomacy & confidence
- Processing all work orders, applications & supervision of tradesmen; and diplomatic liaison with
Executive Committee members and strata company management
- Working closely with Building Manager to manage diary for all appointments onsite and offsite,
assisting with quotation summaries & formal letter management.
- Managing & maintaining onsite ‘in-demand’ rental accommodation and function room.
June 2010 – May 2011 – Australis Facility Management Australia
Sue Howard Mobile 0431 966 570 Email susan.howard18@bigpond.com

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Office Manager – Eastgate Apartments, - Part-Time: 5 days a week 11.30am – 6.00pm
- Retention of contract though the maintaining of an harmonious relationship with residents,
tradesmen and EC members
- Processing all work orders, supervising tradesmen, and liaising with Executive Committee
members
- Working closely with Building Manager and managing all tradesmen onsite for the Building
February 2009 – June 2010 – Concierge Services Australia
Head Concierge – Macquarie Apartments, - Part-Time: 4 days a week
(Renzo Piano luxury residential apartments, 155 Macquarie Street, Sydney)
- Managing team of 5 concierges, including training new 2IC
- Implementing Concierge Desk to full automation
- Working closely with Building Manager and managing all tradesmen onsite for the Building
- Building relationships with all residents, particularly Executive Committee & Strata Manager
- Presenting Tender to The Monument Apts and winning tender in my employer’s absence
• Awards: Receiving notification in AGM Strata Minutes that I am the “Best Head Concierge the
apartments have experienced and the service has never been better” with particular emphasis on
excellent relationship with residents and Building Management company
*March 2009 – April 2010 – Part-Time: One day a week - Ursula King Travel
National Business Travel Client Manager
- Retaining portfolio of long-term SME corporate accounts
- Growing business, selling in value-adds particularly around new online tools and form of payment
solutions
- Management of travel reviews, business plans, hospitality and client communications
- Negotiation of supplier agreements, RFPs, existing and potential Tenders
November 2001 – November 2008: American Express Business Travel
Travel Client Manager, NSW
- Retaining large portfolio of NSW Middle-Market corporate accounts
- Growing business, selling in value-adds particularly around new tools
- Management of travel reviews, business plans, hospitality and client communications
- Negotiation of supplier agreements, RFPs, existing and potential Tenders
- Acknowledged mentor for new staff in department
• Awarded Runner-Up Best SME Travel Management Programme, BTTB 2007 (Boston
Scientific/Amex)
PREVIOUS ROLES HAVE INCLUDED
March 2000 – November 2001: American Express Business Travel
Travel Team Leader of large corporation leading team of 5 consultants
- Managing team, Performance Management Processes and up-skilling
January 1997 - March 2000: Carlson Wagonlit Corporate Travel
Travel Team Leader of large corporation leading team of 4
- Managing team, Performance Management Processes and upskilling
- Growing business and introducing best practices and value-adds in key growth areas
Sue Howard Mobile 0431 966 570 Email susan.howard18@bigpond.com

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• Awarded Avis Customer Service Award, NSW finalist in Customer Excellence (1998)
Senior Consultant and Supervisor at various corporate Travel Management Companies
- Internet Travel (TQ3) Managing corporate clients’ travel from their offices as an
Implant consultant
• Viva Achiever top seller, 1991. 1992
Office Manager of Juvenile Diabetes Foundation, Australia
- Managing paid and unpaid staff with Research, Fundraising and Community services
Training and Development
Diploma in Travel and Tourism (TAFE)
Public Speaking Presentation course (WEA)
Global Distribution System (GDS) courses and updates
Mentor for disadvantaged youth (Amex development)
Training and Development
- Hudson training & support post Amex
- Conflict Management (WEA)
- Dealing with Difficult People (WEA)
- Personal Presence
- Strategic Influencing
- Leadership styles
- Writing course (WEA)
Awards:
• Best Small Medium Enterprise (SME) Travel Management Programme, (Business Travel, Travel
Business) 2008 (BTTB) (First Data/Amex)
• Runner-Up Best SME Travel Management Programme, BTTB 2007 (Boston Scientific/Amex)
• Avis Customer Service Award, NSW finalist in Customer Excellence (1998)
• Viva Achiever top seller, 1991. 1992
Nationality:
Dual Nationality – Australian and British Citizenship and Passports
Referees and testimonials available on request
Sue Howard Mobile 0431 966 570 Email susan.howard18@bigpond.com