Chantel Baker
Eagleby,Australia
Summary
Dynamic professional with a robust background in conflict resolution, customer service, administration, and call center operations. Strong verbal and written communication skills facilitate effective task prioritization and collaboration. Thrives in high-pressure environments, embracing challenges presented by fast-paced settings with enthusiasm. Committed to delivering exemplary customer service and eager to contribute to a forward-thinking organization that values skill enhancement and meaningful impact on productivity and reputation.
Overview
18
18
years of professional experience
1
1
Certification
Work History
A04 Grants Processing Officer
Davidson Recruitment
02.2025 - 04.2025
- Facilitated recovery efforts for those impacted by adverse weather conditions.
- Key Responsibilities:
- Processed grant applications adhering to funding requirements.
- Ensure precise documentation of grant applications, approvals, and funding distributions.
- Coordinated communication with applicants, offering guidance on submission requirements.
- Oversaw adherence to grant compliance and reporting standards.
- Supported fellow Processing Officers during periods of high workload or absences by stepping in to assist with their responsibilities.
- Collaborated with team members to achieve shared objectives and meet tight deadlines.
- Effectively utilized software tools for data entry, tracking, analysis, and reporting purposes during application processing tasks.
- Assisted in the development and implementation of new processing procedures, resulting in increased productivity.
AP5 National Review Officer and National Planner
National Disability Insurance Agency (NDIA)
10.2019 - 01.2025
- In my role as a Review Officer, I was tasked with the responsibility of categorising and prioritising incoming review requests at the National Disability Insurance Agency (NDIA). I managed a portfolio of plan review requests, thoroughly examining all relevant documentation associated with each request and seeking additional information as necessary. Acting under the delegation of the CEO, I was responsible for formulating recommendations for decisions in response to the requests, which included compiling the relevant supporting documentation and making legislative determinations regarding each case.
- Key responsibilities:
- Analysing and categorising requests for review of current / active support plans
- Coordinated tasks to adhere to legislative schedules.
- Reviewing funded supports and budget utilisation
- Collaborated with participants and representatives to address inquiries and gather additional documentation.
- Composed decision letters using plain language to address review requests.
- Facilitated discussions on review and appeals procedures with stakeholders.
- Assembled relevant documents to aid in decision-making and recommendations.
- Performed high-level administrative tasks to maintain updated internal systems.
- Facilitated communication between internal and external stakeholders from varied demographics.
- Maintained high standards of customer service in all forms of communication.
- Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
ESS-DES Employment Consultant / Post Placement Support Officer
Epic Assist
05.2017 - 10.2019
- Initial Assessments and Direct Registrations for DES Participants
- Outlined goals for participants to accomplish throughout the year in employment, study, and volunteer activities.
- Monitor job search activities, Updating resumes, Submission of applications
- Guarantee conformity with contract terms and legislative standards.
- Attained stable employment outcomes for individuals with disabilities facing long-term unemployment.
- In Work Support Officer – Working with clients to maintain employment, Linking clients with local community services
- Interpreted awards and P.A.C.T guidelines.
- Executed rapid replacements for staff on short notice to maintain operational continuity.
- Managed and executed core responsibilities to ensure operational efficiency.
- Developed customized job search strategies for clients, resulting in increased interview rates and job offers.
- Proofread and edited clients' resumes to improve interview chances.
- Offered ongoing support to clients throughout their job search journey, addressing concerns and challenges as they arose.
- Analyzed data from past placements to identify successful strategies implemented within the organization leading to higher placement rates.
ESS-DES Employment Consultant
Open Minds
03.2016 - 05.2017
- Developed tailored employment pathway plans for jobseekers.
- Oversaw job search efforts.
- Monitored and enforced compliance with relevant contracts and regulations.
- Secured consistent employment results for long-term unemployed individuals with disabilities.
- In work support and job in jeopardy support (Tracking hours and submitting claims when available)
- Enhanced resumes for clarity and impact.
- Connected clients with local business opportunities.
- Managed key responsibilities effectively.
- Reviewed, tracked and coordinated employment referrals.
- Managed caseloads of up to 25 monthly clients in search of gainful employment.
- Coordinated with educational institutions and training providers to connect clients with resources that enhance their skillsets furthering their employability prospects.
- Interviewed clients and administered skills assessments to determine employability.
Workforce Planner
Village Roadshows Gold Coast
06.2015 - 03.2016
- My role as a Workforce Planner was to assist in creating rosters, liaising with operational Team Facilitators and Team Leaders on rostering requirements.
- Handled essential duties to maintain workflow continuity.
- Oversaw scheduling and resource planning for state workforce operations.
- Coordinated communication with employees and Project Team Leaders regarding scheduled and unscheduled absences.
- Creation of fortnightly rosters, completing daily update of actual time worked, Signing off on timecards
- Reviewed data to ensure accuracy in hours and attendance records.
- Managed relationships with external vendors providing temporary staff resources during peak periods or special projects.
Recruitment Consultant / Administration Assistant
Haynes Group Pty Ltd
01.2014 - 06.2015
- My role as a Recruitment consultant / Administration assistant is a challenging role and requires great multi-tasking abilities. With majority of recruiting for the mining sector, attention to detail is crucial with minimal room for error.
- Recruitment Consultant:
- Leveraged FastTrack system for efficient job order fulfillment.
- Communicated with clients using email and phone.
- Coordinated on-boarding activities for various mining industry clients.
- Maintained dynamic rotation schedules to ensure operational efficiency.
- Oversaw candidate selection and hiring procedures.
- Ensured efficient call handling and redirection.
- Located prospective candidates for present and forthcoming opportunities in blue collar field.
- Utilised Page-up system to upload candidate information to clients.
- Conducted client-specific induction sessions.
- Coordinated medical appointments, accommodations, and flight arrangements.
- Administration Assistant:
- Managed weekly timesheet collation and calculation.
- Accounts receivable
- Use of MyEx
- Created purchase order identifiers.
- Streamlined operations by efficiently managing client invoicing inquiries.
- Compiled weekly reports detailing patrolled hours and invoiced totals for managers.
- Weekly and Monthly client reports
- Utilised Quadrem platform for efficient invoice processing.
Workforce Planner / Recruitment Consultant
Chandler Macleod
08.2011 - 12.2013
- In this role I would source suitable candidates for recruitment consultants to place out with clients. This includes screening resumes and reference checks. Once competent, I moved into workforce planning where I was rostering shifts for approx. 200+ candidates per week, daily and weekly attendance reports to clients and account managers.
- Resource / Recruitment Consultant:
- Placed advertisements on both internet and intranet platforms.
- Processed job orders efficiently using FastTrack System.
- Oversaw sourcing and generation of candidates.
- Managed interview processes for diverse job opportunities in multiple fields.
- Facilitated client communications.
- Coordinated interview schedules with potential candidates.
- Drafted CVs for submission to client companies.
- Screened and shortlisted applicants based on role requirements.
- Conducted onboarding sessions for new employees.
- Performed detailed evaluations of references to ensure accuracy of candidate information.
- Maintained accurate and up-to-date records.
- Workforce Planner
- Coordinated 24-hour shift rotations for more than 200 employees through RosTa System.
- Adjusted workforce levels to meet production requirements.
- Collaborated with clients to modify rosters.
- Produced client and account manager attendance reports with Kronos and RosTa.
- Delivered comprehensive instruction on Kronos machine usage to employees and clients.
Customer Service Officer (INBOUND)
Queensland Smart Services
04.2012 - 11.2013
- Served as customer service officer for State Emergency Services (SES).
- Handled customer queries with professionalism.
- Established payment schedules.
- Processed credit card payments via phone.
- Adhered to privacy regulations to verify customer identities for file access.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Completed data entry to record call notes, suggestions and questions.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
Customer Service Officer
Elgas Limited
10.2007 - 03.2011
- Within in this role I gained majority of my customer service skills. Working in a busy inbound call centre I learnt how to balance a large workload, prioritise my duties all whilst answering upwards of 100+ calls every day. Throughout this role I learnt many duties from answering customer enquiries in a timely manner, taking payments over the phone, internet orders and new business and customer account establishment.
- Key responsibilities:
- Handled customer inquiries regarding account balances, transaction details, and statements.
- Handled administrative data entry efficiently.
- Managed route uploads and downloads using Seagull.
- Processed and reconciled route sales transactions.
- Managed accounts receivable and payable.
- Verified and aligned remittance advices with corresponding EFT payments.
- Managed journal entries and credits on invoices.
- Ensured timely collection of outstanding debts.
- Created and maintained account records.
- Managed invoice processing efficiently.
- Conducted weekly banking transactions.
- Conducted thorough account reconciliations to ensure accuracy.
- Handled incoming orders through various communication channels.
- Configured regular payment permissions for accounts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Education
Junior High School Certificate -
Balmoral State High School
Brisbane 01.2005
Skills
- Legislation Interpretation
- Customer service
- Attention to detail
- Problem-solving abilities
- Multitasking
- Application processing
- Document verification
- Fraud detection
- Negotiation tactics
Certification
- NDIS Worker Screening Check – Exp: 01/2027
- Working with Children Check – Current
- Police Background Check
Timeline
A04 Grants Processing Officer
Davidson Recruitment
02.2025 - 04.2025
AP5 National Review Officer and National Planner
National Disability Insurance Agency (NDIA)
10.2019 - 01.2025
ESS-DES Employment Consultant / Post Placement Support Officer
Epic Assist
05.2017 - 10.2019
ESS-DES Employment Consultant
Open Minds
03.2016 - 05.2017
Workforce Planner
Village Roadshows Gold Coast
06.2015 - 03.2016
Recruitment Consultant / Administration Assistant
Haynes Group Pty Ltd
01.2014 - 06.2015
Customer Service Officer (INBOUND)
Queensland Smart Services
04.2012 - 11.2013
Workforce Planner / Recruitment Consultant
Chandler Macleod
08.2011 - 12.2013
Customer Service Officer
Elgas Limited
10.2007 - 03.2011
Junior High School Certificate -
Balmoral State High School