Andrea Hocking
Client Service - Government & Private Sectors
Glenmaggie,VIC
Summary
Front Office Manager with a proven track record of optimizing productivity, efficiency, and service quality in customer service and staff management. Experienced in providing both front of house and back office administrative support to remote communities in the Northern Territory and Western Australia. Specialising in social housing, accommodation support, client service, and human resources. Known for exceptional problem-solving abilities and adept at managing vendor relationships with meticulous attention to detail. Maintains a professional demeanour, focusing on increasing satisfaction and retention through tactful interactions in all situations.
Overview
24
24
years of professional experience
Work History
Office Manager
AXSA Group Pty Ltd
08.2024 - 09.2025
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Prepared client quotes utilising company software. Liaised with departments ensuring costings were correct.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Senior Office Manager / Wellbeing Coordinator
West Arnhem Regional Council
02.2022 - 04.2024
- Coordinated special projects and managed schedules.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Maintained computer and physical filing systems.
- Managed office operations while scheduling appointments for department managers.
- Senior Aerodrome Reporting Officer and oversaw busy remote airstrip with 6-8 flights per day with mail and other goods.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- WHS/OHS compliance
- Upgraded to Wellbeing Services Coordinator for 2024.
- Increased youth participation in sports programs by organizing engaging events and promoting community involvement.
- Led group discussions and activities to meet different community needs.
- Developed strong relationships with community leaders to enable better communication with the council.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Art Gallery Assistant
Original & Authentic Aboriginal Art
06.2021 - 02.2022
- Managed office and gallery supplies inventories and placed reorders to maintain predetermined stock levels.
- Managed 20-30 incoming calls and emails whilst also serving clientele in house.
- Informed visitors of exhibit features and highlights to promote enriching gallery experiences.
- Entered financial transaction data into spreadsheets to maintain accurate financial records for accounting and tax functions.
- Tracked gallery artwork and recorded sold and removed items to maintain accurate physical and financial inventory.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Quality Officer
Department Of Communities & Justice
12.2014 - 02.2022
- Liaise with managers to promote, establish and implement measures that will establish and enhance quality culture within Contact Centre
- Contribute to development and implementation of quality systems and processes to achieve agreed accreditation standards.
- Compile data for reports on Contact Centre activities and provide trend analysis and interpretation.
- Work closely with Quality Manager to analyse, develop and implement efficient new systems and processes to meet changing business requirements of Contact Centre..
- Applying government policy in order to process client appeals for social housing and providing positive outcomes.
- Achievements.
- Undertook Team Leader Assist role whilst new Team Leaders were inducted and gained required knowledge.
- Liaised with technical support and assisted in implementation of new reporting function of web-based reporting tool for quality audit workbooks.
Community Resource Centre Office Manager
Jungarni-Jutiya Indigenous Corporation
03.2021 - 05.2021
- CAREER BREAK FROM NSW HOUSING
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Completed staff daily check-ins to ensure compliance with relevant payroll regulations.
- Completed weekly invoicing to ensure correct payments to vendors.
- Provided mentorship to staff in order to encourage growth and skills
- Used coordination and planning skills to achieve results according to schedule.
- Performed human resource functions and act as liaison between staff and payroll.
- Worked closely with CEO and Service Manager to maintain optimum levels of communication to effectively and efficiently complete projects.
- Maintained energy and enthusiasm in fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Community Admin Manager and CDP Coordinator
Ngaanyatjarra Aboriginal Corporation
09.2019 - 02.2021
- CAREER BREAK FROM NSW HOUSING
- Manager community office and supervise indigenous community members to ensure delivery of program's, admin and clerical functions for CDP and Office /township.
- Developing job plans according to Job Seekers' goals and personal barriers;.
- Working with community to identify, set up, and run Work for Dole (WfD) activities;.
- Contributing to development of work skills and work habits of CDP participants through mentoring, training and support;.
- Australia Post, Centrelink & Corrections WA agent.
- Office inventory, stock control and assist supermarket and store with supply chain issues.
- Provide support to Manager including mail and management of airstrip, RFDS after hours flights, minutes of meetings and assist external managers and contractors in a remote community.
- Developed several new programs under CDP program.
Quality Analyst
Department of Communities & Justice
08.2005 - 11.2014
- Develop and implement efficient new systems and processes to meet changing business requirements of Contact Centre.
- Contribute to maintenance and review of Quality Management System in accordance with contact centre's business requirements.
- Contribute to development of industry benchmarking comparisons to determine performance level being achieved, identification of best practice and recommendation of service improvements.
- Work closely with Management to develop appropriate reporting to meet business requirements Achievements.
- Upgraded as Client Services Manager - Nowra Office.
- Successfully introduced consistent daily, weekly and monthly reporting analysis to Contact Centre to ensure that key performance indicators were being met.
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
Acting Technology Team Leader
Department of Communities & Justice
09.2006 - 12.2007
- Providing staff technology support.
- Ordering equipment.
- Liaising with Business Link on technology matters.
- Attending system vendor meetings.
- Providing advice to management on technology matters Achievements.
- Undertook management of GENESYS call centre system during initial implementation phase whilst still performing Analyst role.
- Initiated timely response to emails, voicemails and written correspondence.
Team Leader Customer Care
IBM Australia
12.2001 - 06.2005
- Responsible to Operations Managers, Customer Care Management Centre, for attainment of Service Level Agreements and compliance with contractual obligations.
- Assist in identification of training requirements for Consultants.
- Provision of proactive approach to problem resolution.
- Ensure that Customer Care Management Centre complies with IBM GSA Quality Policy.
- Provide technical support and consultancy, specifically during transition phase of contracts involving Customer Care Management Centre.
- Ensure compliance with documented Strategic Outsourcing Operations practices and procedures, specifically for problem, change, and call management.
- Participate with active input into Customer Care Management Centre business and strategic plan.
- Responsible for development of staff to meet both business and personal requirements of individuals in their teams.
- Upgraded as Quality Coordinator, Customer Care with Westpac, and as E-Workforce analyst during my tenure at IBM
- Assist team with call handling during high impact periods.
- Responsible for regular team review meetings.
- Successfully guided team of 20 staff through outsourcing process from Westpac to IBM.
- Cross skilled in all different services across centre within first 6 months of transitioning from Westpac to IBM to assist in relieving other Team Leaders during leave or when rotating through duties.
Education
SITPMD001 - Park Manager Development Program
Reinforce Solutions/Klepper Training
Brisbane, QLD 05.2024 - 05.2025
Statement Of Attainment - FWPCOT3325 - Operate 4WD On Unsealed Roads
Charles Darwin University (CDU)
Darwin (Jabiru) 04.2001 -
Statement Of Attainment - FWPCOT3329 - Perform Complex 4WD Operations
Charles Darwin University (CDU)
Darwin (Jabiru)03.2023
VTP461 - Operating Side By Side (ATV)
Statement of Attainment -Charles Darwin University
Darwin, Jabiru NT03-2023
Statement of Attainment -
Aerodrome Reporting Officer Skill Set
Aerodrome Management Services Pty Ltd 07.2022 - 07.2022
Aviation
Aeronautical Radio Operator
Civil Aviation Safety Authority 07.2022 - 07.2022
Senior First Aid -
Allens Training
01.2013 - 2024.05
Microsoft Office Specialist - Office Technology
Udemy
Online Training 01.2006 - Current
Certificate IV in Social Housing -
NSW Federation of Housing Associations
New South Wales 01.2011 - 2011.11
Excellence in Customer Service / Team Ledership -
IBM Australia Learning Services
New South Wales 01.1999 - 1999.01
Basic and Advanced Reporting Design – GENESYS University -
Genesys University
New South Wales 01.2008 - 2008.01
OHS Consultation Australian Qualifications Framework and Tafe NSW – -
TAFE
New South Wales 01.2008 - 2008.01
Skills
Time and Relationship Management
Accommodation and Rental Bookings, Maintenance and Customer Satisfaction
Finance & Invoicing
Microsoft Office Specialist
Quality Management
Recruitment
Complaint Resolution
Occupational Health and Safety
Sport and Recreation management
Australia Post Remote Agent
Centrelink Remote Agent/Reporting
Compliance monitoring
Cultural Awareness
Referees
Please contact for current list of Referees.
Timeline
Office Manager
AXSA Group Pty Ltd
08.2024 - 09.2025
SITPMD001 - Park Manager Development Program
Reinforce Solutions/Klepper Training
05.2024 - 05.2025
Statement of Attainment -
Aerodrome Reporting Officer Skill Set
07.2022 - 07.2022
Aviation
Aeronautical Radio Operator
07.2022 - 07.2022
Senior Office Manager / Wellbeing Coordinator
West Arnhem Regional Council
02.2022 - 04.2024
Art Gallery Assistant
Original & Authentic Aboriginal Art
06.2021 - 02.2022
Community Resource Centre Office Manager
Jungarni-Jutiya Indigenous Corporation
03.2021 - 05.2021
Community Admin Manager and CDP Coordinator
Ngaanyatjarra Aboriginal Corporation
09.2019 - 02.2021
Quality Officer
Department Of Communities & Justice
12.2014 - 02.2022
Senior First Aid -
Allens Training
01.2013 - 2024.05
Certificate IV in Social Housing -
NSW Federation of Housing Associations
01.2011 - 2011.11
Basic and Advanced Reporting Design – GENESYS University -
Genesys University
01.2008 - 2008.01
OHS Consultation Australian Qualifications Framework and Tafe NSW – -
TAFE
01.2008 - 2008.01
Acting Technology Team Leader
Department of Communities & Justice
09.2006 - 12.2007
Microsoft Office Specialist - Office Technology
Udemy
01.2006 - Current
Quality Analyst
Department of Communities & Justice
08.2005 - 11.2014
Team Leader Customer Care
IBM Australia
12.2001 - 06.2005
Statement Of Attainment - FWPCOT3325 - Operate 4WD On Unsealed Roads
Charles Darwin University (CDU)
04.2001 -
Excellence in Customer Service / Team Ledership -
IBM Australia Learning Services
01.1999 - 1999.01
Statement Of Attainment - FWPCOT3329 - Perform Complex 4WD Operations
Charles Darwin University (CDU)
VTP461 - Operating Side By Side (ATV)
Statement of Attainment -Charles Darwin University