Adinda Pollard
Wandal,Queensland
Summary
Organised and dedicated professional with a proven track record of providing excellent communication, planning and prioritisation skills, demonstrated through fifteen years of performance in fast paced high pressure situations. Exceptional customer service and leadership skills in a business environment. Offering keen attention to detail with strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Seeking to maintain a position that offers professional challenges utilising interpersonal, written and oral communication skills, excellent time management and highly developed problem-solving and decision making skills. A collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Reliable strengths in building and maintaining relationships with a diverse range of stakeholders in a dynamic, fast-paced setting.
Overview
25
25
years of professional experience
Work History
Volunteer Administration Assistant
Beechmont State School
01.2019 - 03.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Increased customer satisfaction by providing timely and professional responses to inquiries via phone or in-person visits.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and school principal with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate requests.
Workplace Injury Case Manager
WorkCover Qld
01.2008 - 05.2010
- Maintained enhanced verbal and written communication skills between injured workers, employers, Allied health professionals and legal representatives.
- Proactively developed strong working relationships and partnership approach with all stakeholders to ensure durable return to work outcomes.
- Maintained quality injury management techniques, in particular ensuring suitable duties plans were proactively in place and being monitored, accurately recording information and conducting on-site customer visits where appropriate.
- Proactively educated and supported customers on a broad range of premium and case management services and ensured they were kept fully informed about their claims.
- Managed all claims activities to ensure consistency and efficiencies are achieved for customers using an end-to-end approach.
- Maintained a recover at work way of injury management wherever possible and developed ways to achieve long term employment outcomes on every claim.
- Maintained accountability for claims costs, durations and claims outcomes by containing costs achieved through injury prevention and management of RTW across both the Statutory and Common Law processes.
Workplace Injury Claims Assessor
WorkCover Qld
03.2002 - 01.2008
- Well developed and strong decision-making skills.
- Well developed ability to communicate effectively with people in vulnerable situations and in fast paced environments.
- Excellent and vast knowledge of different physical and psychological injury types.
- Ensured consistent application of relevant legislation, policies and procedures across all assessments by collaborating closely with injured workers, employers, allied health professionals and legal representatives.
- Played a key role in resolving any disputes between employers and injured workers by serving as an impartial mediator during discussions about claims eligibility.
- Conducted timely and sensitive investigations into claims eligibility within relevant legislative time frames and meanings.
- Responded proactively and positively to rapid change.
Customer Service Team Leader
WorkCover Qld
06.2001 - 03.2002
- Mentored new team members, providing guidance to ensure their successful integration into the team.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Led by example through consistently maintaining excellent performance standards.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Officer
WorkCover Qld
09.2000 - 06.2001
- Provided enhanced customer satisfaction by efficiently and professionally addressing a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Maintained a high level of knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, new claims, mail and any enquiries.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Provided primary customer support to internal and external customers.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Regional Store Manager
Mary Ryan's Fine Books, Music & Coffee
01.1998 - 06.2000
- Built a collaborative team environment through regular communication and recognition of employee achievements.
- Organised author events and book signings with prominent local and international authors, attracting new customers and generating increased sales.
- Managed inventory for optimal stock levels, resulting in reduced waste and better product availability.
- Participated in company meetings with fellow store managers to share best practices, successes, challenges faced within their regions.
- Resolved escalated customer complaints promptly, maintaining positive brand reputation within the community.
- Mentored junior managers on leadership techniques, providing guidance during their career progression.
- Streamlined store operations by incorporating efficient scheduling and delegation of tasks.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Bookseller
Mary Ryan's Fine Books, Music & Coffee
07.1995 - 01.1998
- Maintained up-to-date knowledge of current literary trends, ensuring accurate recommendations for customers.
- Maximised store efficiency by cross-training in multiple departments, allowing for seamless shift coverage and reduced downtime in both the book shop and coffee shop.
- Enhanced customer satisfaction by providing personalised book recommendations based on individual preferences and establishing strong relationships with customers to encourage repeat business.
- Restocked shelves and kept store displays attractive and organised to drive sales.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Processed payments and returns on company POS system using proper cash-handling procedures.
- Supported a positive work environment by collaborating with team members to achieve collective goals.
- Processed incoming shipments efficiently, ensuring timely stocking of new releases and replenishment of bestsellers.
- Assisted in setting up and promoting author events and book signings, attracting new customers and generating increased sales.
- Participated in staff meetings to discuss strategies for boosting sales performance, offering valuable input based on firsthand customer interactions.
Education
High School Diploma -
Pittwater High School
Mona Vale, NSW10.1991
Skills
The following strengths and personal qualities are based on proven achievements during my career and are supported by the feedback I have received from senior management, colleagues and customers
- Well-developed people management, team building and leadership skills
- Ability to train and develop people and to guide and support them through change
- Exceptional interpersonal skills including the ability to influence, communicate clearly, present and sell ideas and engage others
- Proven ability to conduct negotiations with parties to achieve optimal outcomes
- Proven planning and decision making skills whilst showing understanding for the impact or any implications of a decision
- Willingness and ability to identify areas for improvement and the commitment to follow them through
- Sensitivity to the needs and perspectives of others
- Well-developed written and oral communication skills
- An organised and methodical approach to projects and complex tasks including meeting deadlines whilst providing a high quality professional service to meet customer needs
- Extensive experience in administrative support with a high level of organisational skills
- Substantial experience in analytical, decision making and problem solving skills
Timeline
Volunteer Administration Assistant
Beechmont State School
01.2019 - 03.2020
Workplace Injury Case Manager
WorkCover Qld
01.2008 - 05.2010
Workplace Injury Claims Assessor
WorkCover Qld
03.2002 - 01.2008
Customer Service Team Leader
WorkCover Qld
06.2001 - 03.2002
Customer Service Officer
WorkCover Qld
09.2000 - 06.2001
Regional Store Manager
Mary Ryan's Fine Books, Music & Coffee
01.1998 - 06.2000
Bookseller
Mary Ryan's Fine Books, Music & Coffee
07.1995 - 01.1998
High School Diploma -
Pittwater High School
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