AMANDA ANDREWS
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
Work History
Customer Service Team Leader (Applications)
Shellharbour City Council
07.2021 - Current
- Responsible for ensuring a high quality customer experience lodging development related applications and providing relevant advice to internal and external customers
- I have developed a knowledge base for the team, created new and improved existing business processes
- I manage the team from a human resources perspective as well as mentoring and providing a point of escalation
- I manage rostering, collating and reporting statistics and reporting to various state and industry bodies
- I liaise with internal departments to ensure the team has access to the right information to undertake their role
- I have worked with implementing the NSW Planning Portal and the technical aspect of the integration with Council's existing technology infrastructure.
Acting Manager Customer Experience
Shellharbour City Council
06.2023 - 09.2023
- Controlled costs to keep business operating within budget and increase profits.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Successfully recruited and onboarded new starters as well as implemented flexible working arrangements and phased retirement plans
- Attended the LGNSW Customer Experience Conference
- Collated and leveraged data and analytics to make informed decisions and drive business improvements.
Senior Customer Service Officer (Applications)
Shellharbour City Council
05.2019 - 06.2021
- This position is a high level customer service role focused on development and building applications
- Key tasks include the efficient lodgement of development applications, providing technical development information to customers and liaising with internal and external stakeholders related to the development industry
- It is a high volume role with key performance indicators
- A secondary function is being a champion focused on Council's business improvement systems.
Facilities Administration Officer (Cemeteries)
Shellharbour City Council
- This position is a continuation of the Recreation Administration Officer role which was renamed and redeployed to a new team under a Council wide restructure
- In this position I am exposed to a variety of difficult experiences, liaising with grieving customers, stakeholders and contractors to arrange cemetery services including burials, placement of cremated remains, memorials, location of graves and reservations of burial sites
- I have developed conflict management skills and communications skills dealing with sensitive confidential matters
- I have experience in report research, writing and presentation, using complex legislation
- I am responsible for collation and reporting of cemetery statistics and achievements
- Additionally I am responsible for creating and updating procedures as well as training new staff members
- As part of the Services team I am also responsible for checking and updating website material.
Casual Waste Administration Officer
Shellharbour City Council
- I have assisted Council's Waste team on a casual basis performing a wide range of tasks
- I have conducted a technical review of the Pollution Incident Response Management Plan (PIRMP) for the Environmental Protection Agency
- I audited Council's waste services records and provided resolutions to Council's contractor for discrepancies
- Mainly I assisted in preparing Development Referral responses on behalf of the waste team, interpreting legislation as it related to each development and providing recommendations
- Additionally I assisted in day to day duties processing waste related requests.
Recreation Administration Officer (Cemeteries and Halls)
Shellharbour City Council
- In this role I processed a high volume of requests relevant to the administration of Council's cemeteries and halls
- I developed time management skills, report writing skills and communication skills assisting customers in sensitive confidential matters
- In particular I developed skills in conflict resolution
- As this position was job-share I developed communication and handover skills to ensure efficiency of the position
- I coordinated and took minutes for Masterplan and team meetings
- I developed writing skills replying to customer complaints and enquiries
- I developed good relationships with internal and external stakeholders
- Day to day activities included processing applications and reconciling payments, invoicing, recording statistics and responding to enquiries within designated timeframes.
Customer Services Officer
Shellharbour City Council
- Customer Service role including phone and counter enquiries, cashiering, data entry and online enquiries
- Developed proficiency using Council's suite of software
- Acted in the Senior Customer Services role, accepting development related applications and responding to enquiries, liaising with Development Assessment and Building Officers to interpret relevant policies, plans and legislation to assist customers.
Customer Service Adviser
Centrelink
- This is a high volume customer service role answering inbound enquiries
- This position involves accurately assessing and efficiently resolving customer issues
- Specific duties include data entry and accurate recording of information, processing initial claims, providing accurate information and referring customers to the most appropriate service providers.
Medical Secretary – Grade III
General Anaesthetic Services
- This position involved office administration duties for a group of 25 specialist anaesthetists
- Advanced communication and conflict resolution skills are essential in this role
- This position involved a high volume of data entry, managing incoming/outgoing mail, generating account invoices, banking, quoting; and debt collection
- This position also involved processing a high level of general enquiries; facilitating liaison between patients, surgeons and other medical professionals.
Register Clerk
United Mitre 10
- Register operations for busy hardware store
- Developed skills in cash handling, customer service, telephone manner, EFTPOS and SYMPAC system operations.
Office Assistant
Wollongong Freight Centre
- A fast-paced, high pressure position involving customer service, data entry, office administration, invoicing and managing accounts for a dynamic transport company
- Effective time management was essential in this role
- Gained limited experience in freight preparation, documentation and processing.
Education
Bachelor of Arts - Psychology
University of Wollongong
Wollongong, NSW07.2005
Skills
- Proficient in using technology including locating and interpreting policies, plans and legislation
- High level communication skills and conflict resolution
- Report preparation and writing
- Strategic Planning
- Staff Development
- Performance Evaluations
- Customer Relationship Management (CRM)
- Project Support
- Quality Assurance
Accomplishments
- Collaborated with NSW Planning as a case study for the implementation of the NSW Planning Portal
- Opening member of 'The Collective' a staff initiative to build positive culture and collaboration focusing on project implementation at Shellharbour City Council.
References
Zoe Madaschi, Senior Development Assessment Officer, Shellharbour City Council, 4221 6367 Deanne Norman, Manager Customer Experience and Information Management, Shellharbour City Council, 0428 973 577
Timeline
Acting Manager Customer Experience
Shellharbour City Council
06.2023 - 09.2023
Customer Service Team Leader (Applications)
Shellharbour City Council
07.2021 - Current
Senior Customer Service Officer (Applications)
Shellharbour City Council
05.2019 - 06.2021
Facilities Administration Officer (Cemeteries)
Shellharbour City Council
Casual Waste Administration Officer
Shellharbour City Council
Recreation Administration Officer (Cemeteries and Halls)
Shellharbour City Council
Customer Services Officer
Shellharbour City Council
Customer Service Adviser
Centrelink
Medical Secretary – Grade III
General Anaesthetic Services
Register Clerk
United Mitre 10
Office Assistant
Wollongong Freight Centre
Bachelor of Arts - Psychology
University of Wollongong
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