Catherine Brook
DUBBO,Australia
Summary
Professional with extensive experience in client information systems and financial reconciliation. Demonstrated success in enhancing customer satisfaction through effective call center support and data analysis. Skilled in resolving inquiries and building strong relationships to ensure seamless operations and improved service delivery.
Overview
2016
2016
years of professional experience
Work History
Admin-Finance Role
NSW Ambulance
2022 - 2023
- Resolved customer questions in call center related to invoices and reimbursement processes from health care funds, improving overall satisfaction
- Provided effective solutions to improve overall customer satisfaction.
- Assessed customer needs quickly during interactions to provide timely assistance.
- Performed routine responsibilities diligently to maintain workflow and productivity.
Service Support Operator
NSW Transport
2020 - 2022
- Coordinated with team members to enhance daily workflows, improving overall team efficiency.
- Communicated with clients via call centre address service inquiries promptly.
- Resolved customer complaints in a professional manner.
- Answered customer inquiries regarding invoices, purchase orders, and product features, ensuring clear communication and resolution.
- Provided technical support to customers over the phone, email and chat.
- Maintained composure in difficult customer situations, utilizing de-escalation techniques to provide effective support.
- Performed remote help and support using tools such as TeamViewer, SAP Programs and call centre console tools developed for Transport NSW,
Service Support Operator
NSW Lands Department
2017 - 2020
- Collected and analyzed data to enhance operational planning effectiveness.
- Facilitated effective communication between customers and departmental resources to improve service delivery.
- Answered customer inquiries regarding crown lands blocks available for tender or lease.
- Maintained logs of customer interactions, inquiries, and resolutions.
- Forwarded information through call center systems to divisional offices in NSW.
- Executed clerical and administrative duties to streamline on-site support processes.
- Gathered data on crown lands locations to assist with public requests for fallen tree removal.
Administration Officer and Customer Service
Macquarie Alarms
2017 - 2017
- October to December working with the Service Support Team my role focused on scheduling appointments for customer service visits from daily notification reports received from the monitoring room of faulting alarms or other problems.
- Contacted customers to schedule technician appointment times.
- Updating the company database with these appointment times and checking against technicians’s calendars, ensuring the parts needed by technician were picked from the storeroom and placed on their bench for the next day’s work.
- During January my role was supporting the Finance Manager with processing accounts receivable invoicing and other supporting duties as directed.
Administration Officer
Westhaven Dubbo
2017 - 2017
- Administration Support for the Children’s Services Team.
- Principal focus of this role is financial reconciliations of credit cards for staff members and the various homes they are responsible for.
- Monthly reconciliations of each child’s bank account and their petty cash expenditure.
- Other duties included taking minutes for team meetings and typing them up along with newsletters and other reports as instructed by the Children’s Support Services Manager.
- Errands and shopping to help with the daily operation of the Children’s Services Homes.
Administration Officer
Dubbo Regional City Council
2016 - 2017
- Temporary full time position as clerical support for the Planning and Environment division within the Council since May 2017.
- During this time I have worked with council’s computer software programs, taking building inspection appointments from incoming callers and emails and creating inspection reports, correlating appropriate files and paperwork ready for inspectors’ daily visits to sites.
- Creating letters from templates within for Ranger Services, entering customer requests and allocating these tasks to rangers or other appropriate staff.
- Entering and updating records involved with food handling visits and swimming pool compliance inspections creating template letters and workflow tracking using both Trim and Authority systems.
Administration Officer
Western NSW Primary Health Network
2016 - 2016
- Administration support to the Western Councils Coordinator and Diabetes/Connecting Care Project Manager.
- Principal duties of this role consisted of scheduling and organising meetings.
- Booking catering and meeting rooms, assembling and distributing of meeting agendas and papers and transcribing minutes.
- Working with team members to progress and complete projects within specific timeframes to complete actions within the work plans.
- Distribution and collation of survey responses into reports.
- In the first months of this role I was employed as general office support, answering phones, photocopying, binding, stationery and stores.
- Developing and updating of data tracking systems resulted in being responsible for a project in which I updated the Primary Health Networks database. This project involved communication and liaising with General Practices in the Western and Far West region of the State.
Front office reception
Catholic Community Services – Orana
04.2015 - 10.2015
- Attending to inquiries regarding Home Care Packages and other related services and programs coordinated from our office from the general public and existing clients in person and by phone.
- Using a client information system (Procura) to help clients and staff over the phone with client scheduled times and other relevant information.
- Processing of invoices for payment, entering and checking various programme costing codes are correct and forwarding on for coordinators final approval and payment.
- Employed Basware to ensure accurate financial tracking and reporting.
- Monthly staff and coordinators meeting, attending meetings, taking and typing of meeting minutes.
- Ordering of various nutritional and medical items for client.
- Assisted Catholic Community Services coordinators and staff with clerical tasks to enhance operational efficiency.
Finance Officer
MPREC
2012 - 2015
- Accounts Payable - processing supplier payments, matching invoices to purchase orders, verifying goods received- quantity and price.
- Entering payments into finance system (SAP) for payment processing.
- Processing batch payments weekly and individual manual payments.
- Accounts Receivable – invoicing both internal and external customers.
- Bank Reconciliations for the various accounts – maintaining and processing account transfers, including funding received, ensuring correct allocation of funds to appropriate programs and activities.
- Maintaining journals and reimbursements between accounts and their various programs.
Finance Officer
RSL Aged Care Association
DUBBO, NSW
2008 - 2012
- Generated and processed monthly accounts receivable, including bulk direct debit transactions for timely collection.
- Reconciled monthly resident trust accounts across all facilities, maintaining financial integrity and compliance.
- Reconciled daily bank statements, ensuring accuracy and timely completion of associated tasks.
- Monthly reconciliation of funding received from Medicare.
- Checking budget appropriation correct, processing monthly payments and relevant reporting.
- Accounts Receivable, maintaining correct resident fee schedules, ensuring fees comply with those set by the Department of Health and Ageing and updated accordingly.
- Meeting with and liaising with residents and/or their families regarding fees or trust money allocations.
- Sundry invoices - Recording and reconciling of invoices to Meals on Wheels for meals provided by RSL Aged Care Association and invoicing Commonwealth Carers Respite for respite accommodation provided.
- Working as a team with staff and managers, adhering to the Association and Government Legislations policies and protocols.
Administration Assistant to Director of Childrens Services Far West
Department of Community Services
2002 - 2008
- Provide administration support to the Director of Family Services Orana Far West.
- Coordinated meetings and appointments for the Director by liaising with Departmental staff and the community.
- Arranged travel for flights, vehicles, and accommodations for directors' trips and meetings.
- Coordinated travel logistics for project officers' trips, trainings, and conferences in the Orana Far West.
- Booked video and phone conferences and organized catering for meetings.
- Documented Ministerial information and responses from Area Managers for Director's review.
- Processed accounts payable and allocated budget information for Project Officers and Director.
Education
Certificate IV -
Leisure And Health
01-2012
Certificate IV -
Business Services – Frontline Management
01-2011
Commercial Computing -
TAFE NSW
NSW01-1996
Accounting - 1 & 2
TAFE NSW
NSW01-1996
Secretarial Studies Advanced Course -
TAFE NSW
NSW01-1988
Skills
- Client information systems
- Invoice processing
- Customer relationship management
- Data analysis
- Financial reconciliation
- Call center support
Timeline
Front office reception
Catholic Community Services – Orana
04.2015 - 10.2015
Admin-Finance Role
NSW Ambulance
2022 - 2023
Service Support Operator
NSW Transport
2020 - 2022
Service Support Operator
NSW Lands Department
2017 - 2020
Administration Officer and Customer Service
Macquarie Alarms
2017 - 2017
Administration Officer
Westhaven Dubbo
2017 - 2017
Administration Officer
Dubbo Regional City Council
2016 - 2017
Administration Officer
Western NSW Primary Health Network
2016 - 2016
Finance Officer
MPREC
2012 - 2015
Finance Officer
RSL Aged Care Association
2008 - 2012
Administration Assistant to Director of Childrens Services Far West
Department of Community Services
2002 - 2008
Certificate IV -
Leisure And Health
Certificate IV -
Business Services – Frontline Management
Commercial Computing -
TAFE NSW
Accounting - 1 & 2
TAFE NSW
Secretarial Studies Advanced Course -
TAFE NSW