Olivia Mitchell

• Phone: +61 401 234 567
• Email: olivia.mitchell@email.com
• Location: Sydney, Australia
• LinkedIn: olivia-mitchell-psm

Summary

Over 9 years of experience optimising client engagement strategies and service delivery for high-net-worth individuals and corporate accounts. Successfully managed a portfolio of 50+ key clients, consistently exceeding satisfaction benchmarks by 15% through proactive communication and bespoke service solutions.

Proven ability to lead and mentor service teams, enhancing operational efficiency and driving service excellence across diverse personal and professional support functions. Instrumental in developing and implementing new client onboarding protocols that reduced integration time by 20%.

Experience

Senior Personal Service Manager, Southern Cross Concierge Services -- Sydney, Australia

Mar 2018 – present

• Managed a premium client portfolio of 75+ individuals and families, orchestrating personalized services ranging from travel and event planning to wealth management liaison and lifestyle support.

• Developed and executed bespoke service plans, resulting in a 95% client retention rate and a 20% increase in referral business year-over-year.

• Led a team of 5 personal service coordinators, providing training and performance management to ensure exceptional service delivery and adherence to luxury service standards.

• Implemented a new CRM system for client preferences and service history, improving service customisation and response times by 25%.

Personal Service Manager, Harbour View Client Solutions -- Sydney, Australia

June 2014 – Feb 2018

• Provided comprehensive personal and administrative support to a diverse clientele, including executives and entrepreneurs, managing complex schedules, travel logistics, and personal projects.

• Coordinated with external vendors and specialists to deliver integrated solutions, ensuring seamless execution of client requests and projects.

• Achieved a 90% positive feedback rating from clients by consistently anticipating needs and delivering proactive, high-quality service.

• Trained new service associates on company protocols, client confidentiality, and best practices in personal service management.

Education

University of Sydney, Bachelor of Commerce in Business Administration -- Sydney, Australia

Feb 2010 – Nov 2013

Skills

Client Relationship Management: Client Onboarding, Account Management, Conflict Resolution, Service Customisation, Client Retention Strategies, High-Net-Worth Client Support

Operational Management: Team Leadership, Performance Management, Process Improvement, CRM Systems, Vendor Management, Quality Assurance

Personal Service Expertise: Lifestyle Management, Travel Coordination, Event Planning, Concierge Services, Administrative Support, Confidentiality Management

Communication & Interpersonal: Active Listening, Stakeholder Communication, Negotiation, Empathy, Cross-Cultural Communication, Professional Etiquette