Anthea Rose
MANOR LAKES,VIC
Summary
With 20+ years of administration and customer service experience across diverse industries, I offer strong initiative and adaptability in transitioning to new roles. Throughout my career, I have developed outstanding communication skills and acquired a comprehensive understanding of administration procedures, operational functions, and meeting customer service agreements. My work history demonstrates over 8 years of leadership and management expertise, encompassing training colleagues, enhancing team performance, generating reports, collaborating with stakeholders, and consistently delivering exceptional service to cultivate strong relationships.
Overview
25
25
years of professional experience
Work History
Student and Academic Officer (Specialist)
Deakin College
10.2016 - 06.2024
- Tertiary domestic and international student customer service with up to 20 students face to face and assisting in over 20 phone calls per day.
- Academic and student services administration processing using both Navigate and Pipefy software systems.
- Process documentation requests such as Special Consideration, Withdrawals, Leave of Absence, Enrolment Variations, Change of Study plans whilst maintaining student accounts in relation to their fees, account details and addressing student enquiries.
- Liaising with students with students in relation to welfare concerns, performance and retention matters and other student enquiries.
- Training of inexperienced Student and Academic staff and management regarding Deakin College software systems, procedures and campus operations across all campuses.
- Assist students in creating their enrolments, creating USI's, information pertaining to the college policies, procedures, forms, transition to University and other various related requirement's.
- Assist international student with payment plans for each trimester.
- Assist with College Orientations, Graduations/ Celebration of Completion, and other student events as directed by the college event's calender.
- Consult with stakeholders at Deakin University and external partners relating to student support, university transitions, catering and events.
Hopper Lane General Practice Team Leader
Hoppers Lane General Practice
09.2014 - 07.2016
- Manage, assist, and support up to 8 part-time and casually employed customer service staff, ensuring company procedures and processes were current and assist in training of staff in relation to software systems, confidentiality and assisting patients and the doctors.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Supporting administrative, correlation and communication with up to 13 General Practitioners, ensuring doctors had required patients' reports, balancing daily Medicare accounts, completion of Pre-Employment requests and any ad hoc issues dealt with in a professional & timely manner
- Constructively liaise, listen, and communicate with patients, doctors, or employees in relation to all kinds of feedback and diligently make amendments if required to better service our client's needs.
- Evaluated customer needs and feedback to drive product and service improvements.
Ward Clerk/ Customer Service & Administration Officer
Werribee Mercy Hospital
02.2012 - 09.2014
- Ward Clerk August 2013 - September 2014
- Werribee Mercy Hospital surgical ward reception for a 28 bed ward pre- admitting patients awaiting surgery and medical patients who were transferred to the ward via Emergency Department.
- Ensuring all pre-admissions administration requirements are completed.
- Interpreters bookings if required
- Confirming patient information and entering via the IPM systems including Medicare, Government benefits and Private Health insurance if applicable.
- Ensuring hospital lists and patient lists were maintained correctly and up to date.
- Dealing with medial staff demands in a terribly busy environment and keeping staff up to date with patient appointments whilst ensuring patients medical histories were up to date and GPs are notified of discharge summaries for patients.
- Organized paperwork for doctors, nurses, and patients.
- Provided information for patient admissions and discharges to foster timely processing.
Customer Service & Administration Private Consulting
Werribee Mercy Hospital, Suites
02.2012 - 08.2013
- Making, confirming, and assisting patients with appointments via face to face, telephone, and letters for over 30 medical specialists
- Answering call enquiries and processing all administrative requirements for various specialists daily.
Financial BPO Team Leader
Financial BPO
04.2004 - 02.2005
- A key project member in planning and implementing the transition of State Trustees Ltd client stock holdings to Financial BPO and building relationships with ANZ Nominees Ltd to function as Custodian in relation to settlement functions on behalf of Financial BPO, whilst building relationships with internal and external stakeholders, brokers and institutions on behalf of employer.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Custodian Services Team Leader
State Trustees Ltd
12.1999 - 04.2004
- A key project member in planning, implementing and developing a Custodian Services department for this business, solidly building relationships with internal and external stakeholders, brokers, institutions and clients.
- Manage and team lead up to 4 staff in regard to asset management, equity and bond settlements between brokers and institutions on behalf of State Trustees corporation clients via the CHESS and Austraclear software systems.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Provide monthly reporting to our clients, senior management team in relation to client accounts.
- Liaise and consult with stakeholders both internally and externally and keep communication open to build rapport and relationships.
- Problem solve and trouble shoot concerns in regard to trade deadlines and ensuring all trade requirements were settled as required.
- Ensure Corporate Action entitlements such as dividends, IPO's right issues etc were correctly allocated to our clients.
- Developed effective improvement plans in alignment with goals and specifications.
Skills
- Communication
- Customer Service
- Planning/Goal Setting
- Problem Solving
- Leadership
- Organisation
- Can-do Attitude
- Database Updating
Achievements
- Incorporated Deakin College trimester orientations consulting with Deakin University stakeholders, creating orientation programs for Geelong students and academic staff, arranging catering and room bookings and Welcome to Country ceremonies for new students for 2022 and 2023
- Navitas/Deakin College-Wellness, Health and Safety Committee- December 2022-June 2024
- Key member in assisting in the creation of a new custodian services department for both State Trustees and Financial BPO, creating service standard agreements and operational procedures.
References
- Available on request
Timeline
Student and Academic Officer (Specialist)
Deakin College
10.2016 - 06.2024
Hopper Lane General Practice Team Leader
Hoppers Lane General Practice
09.2014 - 07.2016
Ward Clerk/ Customer Service & Administration Officer
Werribee Mercy Hospital
02.2012 - 09.2014
Customer Service & Administration Private Consulting
Werribee Mercy Hospital, Suites
02.2012 - 08.2013
Financial BPO Team Leader
Financial BPO
04.2004 - 02.2005
Custodian Services Team Leader
State Trustees Ltd
12.1999 - 04.2004
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