Aymeric Fromentin

I am seeking senior administrative and coordination roles that offer variety, responsibility, and the opportunity to support high-performing teams in dynamic environments. Over the past decade, I have built a strong record as a contract-based professional, delivering high-quality administration and customer service support across sectors including healthcare, aviation, banking, and government ministries. These diverse assignments have strengthened my ability to quickly assess organisational needs, streamline processes, and maintain high standards of service under pressure.

I thrive in fast-paced settings, adapt rapidly to new systems and priorities, and bring a dependable, solutions-focused approach to every contract I undertake. I am now looking to continue this trajectory through more complex and challenging administration roles where I can contribute at a higher level and add value from day one.

Customer Service Agent at Avant Insurance (2025-05 – 2025-08)

Member of the debt collection project, filter payments data and contact members who are behind on their installments.

• Call and email outliers on time to collect past-due payments before the debt grows.
• Explain why there is debt, enquire if the members are experiencing any difficulties and how Avant may help, and take payment on the spot if the member agrees to do so, always using the proper wording in accordance to QA.
• Observe all security and confidentiality protocols when handling members and financial details, especially when processing payments over the phone.

Test Authority Administrator at NSW Department of Education (2025-01 – 2025-04)

Act as a point of contact for all education staff across NSW for any questions and support requests pertaining to all aspects of NAPLAN.

• Assist by phone and email to provide on-the-spot solutions. Gather all necessary details according to due process and confidentiality rules to offer first-call resolutions.
• Create test incident tickets and escalate them to the officer in charge.
• Provide further assistance for home-schooling families, international students, hospital schools, and special needs students.
• Follow up with outlying schools to make sure all tasks are completed by due dates.
• Ad hoc data entry and leave cover duties.

Administration Officer at St Vincent's Hospital (2021-08 – 2024-04)

Over nearly three years at St Vincent's Hospital, I provided high-level administrative, reception, and patient support across multiple departments, including Medical Imaging, Mental Health, Hospital-in-the-Home, and Covid-19 Screening. I consistently delivered efficient frontline and back-office services, coordinating appointments, managing clinical documentation, supporting rosters, and ensuring compliance with NSW Health requirements. My broad departmental exposure has strengthened my ability to adapt quickly, handle sensitive information with discretion, and maintain high standards of service in complex healthcare environments.

• Scheduled and managed high-volume patient appointments, coordinated booking requirements with clinical teams, and handled phone and email enquiries across multiple hospital units.
• Prepared, audited, and processed clinical documentation, ensuring compliance with NSW Health standards, confidentiality rules, and medical record requirements.
• Managed rosters, processed payroll-related amendments, and communicated shift changes for staff in mental health and high-dependency units.
• Provided front-desk and patient-facing support, including check-ins, payment processing, information provision, and reception coverage across various departments.
• Coordinated administrative logistics such as meeting preparation, inventory and supply management, and interdepartmental communication to support smooth daily operations.

Administration Officer at OnDeck Capital (2021-05 – 2021-07)

Business loans company specialised in flash loans for SMEs. All-round administrative duties to help with applications, sales, and collections. As I worked alone on these tasks, swiftness of execution and reliable self-management were paramount.

• Combined use of Salesforce, Calico, Equifax, Inteflow, and ABN and ASIC registers to verify applications.
• Executing financial data checks and entry.
• Updating Excel reports on daily activity of sales and collections teams, to keep track of the number of customer interactions performed by each agent.
• Registering daily payments received from customers in Salesforce and Calico.
• Communicating with customers by email to answer various queries such as payout letters, paid-in-full letters, transaction histories, or amortisation schedules.

Data Entry Assistant at Business Australia (2021-03 – 2021-05)

Consulting and lobbying company. Assist with a CRM migration, and make sure all records are up to date and transferred in the new system.

• Cross-referencing data from archived Excel spreadsheets and Microsoft Dynamics 365.
• Creating data reports for management in order to allow them to determine our next action plan.
• Updating customers' records according to management decisions.
• Taking part in daily team meetings to discuss our results and the next course of action.

Customer Service Representative at Concentrix (2020-06 – 2020-09)

Ramp-up team in response to the Covid-19 crisis and subsequent travel ban. Requests were handled by phone calls. Customers were often scared, frustrated, or angry. Upskill training was provided to allow us to create and manage bookings, and handle payments with money and flight credits.

• Welcoming customers according to the client's guidelines.
• Ascertaining customers' requests to establish an action plan to answer their needs.
• Providing on-the-spot answers to customers' questions and, if need be, scheduling a callback with a specialist team to assist customers further.
• Processing ticket sales and booking amendments with or without flight credit according to security standards and customer service goals.

Operations Adviser at Department of Corrections (2020-01 – 2020-03)

Manage various steps of the electronically monitored bail system, from the defendant's application to the judgment outcome.

• Transferring relevant information from one team to another, in due time.
• Updating all required computer systems and archiving information accordingly.
• Coordinating with other services to ensure the proper execution of our EM bail system.

Client Service Representative at ANZ (2019-09 – 2019-11)

As part of the Kiwisaver & Investments inbound team, my job was to deal with all queries about ANZ's various investment solutions.

• Answering calls according to the company's phone standards while meeting and exceeding targets.
• Simultaneously managing and updating all required computer systems.
• Sending internal emails to follow up when needed with other departments.
• Taking part in the team's development by sharing feedback about calls and database articles.

Customer Service, Team Leadership & Training at Teleperformance Portugal (2015-11 – 2018-12)

Progressed through successive roles from Customer Service Representative to First Line Manager and ultimately Trainer & Quality Analyst, supporting major international clients across FR and UK/IE markets. Delivered frontline customer support, led a team of 14 CSRs, and later trained new hires, monitored service quality, and maintained client-aligned performance standards. This experience strengthened my expertise in service delivery, coaching, curriculum development, and KPI-driven operational management in a fast-paced contact-centre environment.

• Delivered phone and email-based customer support for technical enquiries, meeting and exceeding KPIs and SMART goals.
• Managed a team of 14 CSRs, overseeing daily performance, coaching, development plans, and real-time operational coordination.
• Designed, delivered, and continuously updated training programs to ensure new hires mastered tools, processes, and service expectations.
• Conducted quality monitoring of customer interactions and provided feedback to improve service standards and compliance with KPIs.
• Supported recruitment processes by reviewing and validating interviews, and liaised with clients through regular performance reviews for FR and UK/IE markets.

French Language Teacher at Various Institutions (2011-09 – 2014-12)

Delivered written and spoken French instruction across beginner to advanced levels in university settings, including the University of Glasgow and Amity University Rajasthan, where I also contributed to cultural and academic cooperation initiatives. I designed and taught grammar, translation, conversation, and industry-specific French courses, while supporting student learning through assessments and extracurricular cultural activities. My work included supporting the French-Indian academic partnership as a visiting teacher selected by the French Embassy.

• Prepared and delivered French language classes (written, spoken, grammar, translation, conversation) across all proficiency levels.
• Taught specialised French for business, hospitality, and engineering students.
• Assessed student progress through written and oral examinations.
• Developed and facilitated extracurricular activities such as film clubs and cultural events.
• Supported French-Indian academic cooperation initiatives as a visiting teacher appointed by the French Embassy.

Master 1 Research in English studies, American cinema speciality – Trinity College Dublin (2010-09 – 2011-06)

Licence degree in English studies – University of Nice Sophia-Antipolis (2007-09 – 2010-06)