Danielle Jenkins
Ararat,VIC
Summary
Entry-level Customer Service Administrator offering effective communication and well-developed troubleshooting skills honed across a 33 year career history. Manages upset customers with precision and poise and defuses high-pressure situations with grace and diplomacy.
Astute professional highly skilled in customer service and relationship building. Talented individual offering dynamic skills in data entry, telephone support and records oversight. Desiring Customer Service Administrator position with company in technology sector. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Customer Service
Ararat Rural City Council
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Meticulously maintained inventory levels to ensure the availability of products and services crucial for meeting customer demands.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
- Tasked with data entry, records oversight and issue resolution for team three in the Community Safety team.
- Spearheaded initiatives focused on enhancing team morale which resulted in higher employee retention rates within the department.
- Managed complex scheduling tasks such as arranging appointments or coordinating special deliveries according to specified timeframes.
- Streamlined workflow processes for improved productivity and better overall service delivery to clients.
- Developed strong relationships with customers by actively listening, understanding their needs, and providing relevant solutions.
- Nurtured long-term client relationships through consistently delivering exceptional service experiences that exceed expectations.
- Collaborated with cross-functional teams to identify opportunities for service improvements and implement necessary changes.
- Reduced response times by creating a comprehensive knowledge base for quick reference during customer interactions.
- Played an integral role in achieving monthly revenue targets through upselling additional products or services when appropriate during consultations.
- Coordinated closely with sales representatives to address any order-related questions or discrepancies reported by customers promptly.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Conducted regular performance evaluations for continuous improvement in individual staff members'' skills and capabilities.
- Organized departmental meetings focused on sharing best practices, discussing ongoing challenges faced by team members, as well as brainstorming potential solutions.
- Maintained detailed records of customer interactions, enabling tailored communication and personalized support.
- Updated customer service database with new information, address changes and contact details.
- Assisted in developing promotional campaigns aimed at boosting overall customer engagement levels.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Bar Duties
Ararat Bowls Club
05.2023 - Current
Cleaning Services
Dee Perry Cleaning
01.2023 - Current
- Ensured compliance with safety regulations by conducting regular audits and implementing necessary improvements in the workplace.
- Delivered outstanding customer support by providing prompt, courteous assistance during all interactions with clients.
- Provided exceptional service to clients, fostering strong relationships and repeat business.
- Maintained high customer satisfaction standards to meet or exceed targets.
Community Safety Officer
Ararat Rural City Council
02.2017 - Current
- Responded to calls regarding domestic disturbances and civil complaints.
- Prepared and submitted detailed reports regarding assignments and ongoing investigations.
- Addressed public questions, complaints and requests and provided necessary assistance.
- Increased employee satisfaction with constructive performance evaluations and targeted feedback.
- Reported safety and fire hazards observed on routine patrols and during inspections.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Wrote detailed narrative reports for use in investigations.
- Collected, preserved and analyzed evidence during investigations.
- Responded to emergency calls relayed from dispatcher or supervisors and communicated situation details to other officers.
- Testified in court during ongoing animal control cases.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Enforced speed and parking laws by issuing citations and tickets after infractions.
- Coordinated operations with other emergency service groups.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Maintained database systems to track and analyze operational data.
- Collected, arranged, and input information into database system.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Executive Assistant, Contracts and Procurement, Building, Planning & Health
Ararat Rural City Council
01.2012 - 01.2017
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Answered high volume of phone calls and email inquiries.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Organized and coordinated conferences and monthly meetings.
- Handled confidential and sensitive information with discretion and tact.
- Assisted in the development of company policies and procedures, contributing to a more organized work environment.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Used advanced software to prepare documents, reports, and presentations.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Aided in the recruitment process by screening resumes, scheduling interviews, and assisting with candidate selection.
- Handled incoming and outgoing mail, email and faxes.
- Worked with senior management to initiate new projects and assist in various processes.
- Took notes and dictation at meetings.
- Coordinated events and worked on ad hoc projects.
Team Leader Customer Service
Ararat Rural City Council
06.2011 - 01.2012
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
Interim Executive Assistant - CEO
Ararat Rural City Council
06.2010 - 06.2011
- Optimized resource allocation with meticulous expense tracking and timely budget monitoring reports submission to executives.
- Supported decision-making processes with thorough research and accurate data analysis, contributing to informed choices.
- Reduced meeting preparation time by creating concise agendas and distributing relevant materials in advance.
- Served as a reliable point of contact for internal teams and external partners, fostering strong professional relationships.
Education
No Degree - Issue Works Permit
Pinnacle Safety & Raining
Online10.2023
No Degree - Use Hygienic Practices For Food Safety
Food Safety First
Online10.2023
No Degree - Responsible Service of Alcohol
Laverton Community Education Centre
Online05.2023
No Degree - First Aid
MyCPRNow
Online04.2023
No Degree - CPR
My CPR Now
Online02.2023
Skills
- Customer service
- Banking
- Advertising
- Childcare
- White Ribbon Advocate
- High-quality customer service
- Policy and Procedure requirements
- Time management
- Advanced computer skills
- Cash Handling
- Telephone Etiquette
- Report Generation
- Interdepartmental Communication
- Information Updates
- Research
- Data Entry
- Issue Resolution
- Corporate Policies
- Account Management
- Data Management
- Troubleshooting
- Customer Needs Assessment
- Customer Focus
- Social Media Management
- Written Communication
- Process Improvement
- Record Keeping
- Conflict Resolution
- Client Relations
- Microsoft Office Proficiency
- Positive Attitude
References
- Veronica Schilling, Previous Manager of Planning, Community & Compliance, 0409 174 164
- Kerrilee Burns, Rates and Valuation Coordinator, Ararat Rural City Council, 0408 132 220
Timeline
Bar Duties
Ararat Bowls Club
05.2023 - Current
Cleaning Services
Dee Perry Cleaning
01.2023 - Current
Community Safety Officer
Ararat Rural City Council
02.2017 - Current
Executive Assistant, Contracts and Procurement, Building, Planning & Health
Ararat Rural City Council
01.2012 - 01.2017
Team Leader Customer Service
Ararat Rural City Council
06.2011 - 01.2012
Interim Executive Assistant - CEO
Ararat Rural City Council
06.2010 - 06.2011
Customer Service
Ararat Rural City Council
No Degree - Issue Works Permit
Pinnacle Safety & Raining
No Degree - Use Hygienic Practices For Food Safety
Food Safety First
No Degree - Responsible Service of Alcohol
Laverton Community Education Centre
No Degree - First Aid
MyCPRNow
No Degree - CPR
My CPR Now
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