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Davina Wiss
Southport,QLD
Summary
With a proven track record at HSBC Bank Australia, I excel in administrative support and customer relations, enhancing service standards and team productivity. My expertise in CRM and problem-solving has fostered strong client relationships and streamlined operations, demonstrating exceptional interpersonal communication and a commitment to quality assurance.
Experienced with administrative support, office management, and coordination of daily operations. Utilizes strong communication and organizational skills to maintain efficient workflows and support team objectives. Knowledge of office software, scheduling, and problem-solving to ensure smooth office operations.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Administration Officer - Perioperative Day Surgery
Queensland Health, Gold Coast University Hospital
07.2024 - Current
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Conducted patient interviews to verify personal and financial details to complete new admission PEF's (Patient Election Forms).
- Registering and admitting of patients for elective and emergency surgery. Included checking admission details, transferring or discharging patients and updating patients information.
- Processing of ESM Pre-Op and Post-op phone call appointments.
- Theatre Emergency Bookings
- Printing of daily Theatre lists and distributing to relevant theatre teams.
Administration Officer
Ramsay Health Care
11.2022 - 07.2024
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
- Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
- Managed a portfolio of delinquent accounts, effectively prioritizing high-risk cases to minimize potential losses.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
- Verified and reviewed customer account information.
- Evaluated customer financial situations, offering tailored solutions that promoted successful repayments while minimizing risk exposure for the company.
- Received inbound calls and answered questions from customers satisfactorily.
- Contributed to team goals by cross-training as a backup for colleagues during peak periods or absences.
- Enhanced billing accuracy by thoroughly reviewing invoices and ensuring correct data entry.
Administration Officer - Vascular Department
Queensland Health - Gold Coast University Hospital
08.2022 - 09.2022
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Performed wide-ranging administrative, financial and service-related functions.
- Increased customer service success rates by quickly resolving issues.
- Scheduled bookings for vascular ultrasounds and where necessary contacted patients to reschedule bookings.
- Checked patients information and processed updates where necessary.
- Logged leave and overtime forms for radiographers and doctors.
- Reviewed all patients booked into outpatient clinics to ensure referral letters and appropriate scans were scanned into file.
Customer Service Manager
HSBC Bank Australia
01.1998 - 04.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Tailored training content to meet specific needs of customer service representatives.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Associate Diploma of Business - Accounting And Finance
University College of Central Queensland
Rockhampton12-1993
Skills
- Administrative support
- Problem-solving
- Customer relations
- Customer focused
- Time management
- Training and mentoring
- Excellent time management skills
- Adherence to high customer service standards
- Database administration
- Exceptional interpersonal communication
- Effective workflow management
- Customer relationship management (CRM)
- Quality assurance
Accomplishments
- Justice of the Peace (Qualified) since 30 July 1992
- Previously worked for Federal, State and Local Council Elections since 2007, in positions such as Second in Charge, Senior Issuing Officer and Declaration Voting Officer.
Certification
- First Aid Certification
- QLD Driver's License
Interests
Timeline
Administration Officer - Perioperative Day Surgery
Queensland Health, Gold Coast University Hospital
07.2024 - Current
Administration Officer
Ramsay Health Care
11.2022 - 07.2024
Administration Officer - Vascular Department
Queensland Health - Gold Coast University Hospital
08.2022 - 09.2022
Customer Service Manager
HSBC Bank Australia
01.1998 - 04.2022
Associate Diploma of Business - Accounting And Finance
University College of Central Queensland
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