Emma Brown
Edgeworth,Australia
Summary
A high-performing, self-motivated professional with over 19 years of experience in customer service and administrative roles. Proficient in leveraging advanced computer systems to streamline processes and enhance both internal and external stakeholder relationships. Known for exceptional communication skills and a strong ability to engage stakeholders, deliver high-quality administrative support, and create a productive, proactive work environment. Passionate about fostering teamwork, ensuring best practices, and exceeding organizational goals. Committed to continuous improvement and driving success in every aspect of operations.
Overview
21
21
years of professional experience
Work History
Scheme Enquires Officer
Coal Long Service Leave Funding Corporation (Coal
Newcastle, NSW
09.2024 - Current
- Representing Coal LSL by providing an exceptional stakeholder experience.
- Engage with stakeholders in a positive and friendly manner, appropriately balancing client needs and the interests of Coal LSL.
- Inbound phone, email, and web enquiries.
- Stakeholder experience and expertise, taking clients on a journey through education.
- Conflict resolution.
- Application of legislation in plain English for industry employees and employers.
- Application of Coal LSL language guide.
- Ownership of stakeholder inquiries to achieve first-point resolution for client inquiries and complaints.
- Build and maintain a thorough understanding of the long service leave legislation, its application, and apply accordingly for industry employees and employers.
- Use Coal LSL technology, including Bluedoor, Salesforce, Website, and Knowledge Base.
- Take responsibility for accurate maintenance and updates of client records.
- Assistance with in-depth inquiries from internal and external stakeholders.
- Assistance with in-depth inquiries from internal and external stakeholders.
- Investigation and development of continuous improvement initiatives.
- Upskill training, education, and coaching for new service officers.
- Liaising with the change management team to review current state process
- CSAT reviews, including direct contact with clients to resolve their enquiries, concerns and drive satisfaction.
- Meeting specific KPIs, including AHT, call quality, and expectations..
- Confident ability in email, written, and verbal contact with both internal and external contacts.
- Use of systems such as Salesforce and Bluedoor to manage stakeholder interactions.
- Key focuses on development, assistance, education, and support in all areas of current role.
- Tracking and support of the frontline on specific enquiries to identify skills gaps and assist in
Store Manager
Henny Penny
Adamstown, Australia
01.2004 - Current
- Cash handling and reconciliation
- Team Leader of front line service carrying out business as usual responsibilities
- Experience in recruiting and setting up new teams for new site location and building a high performance culture aligned with business strategy
- Identifying opportunities for process improvement and engaging relevant stakeholders to refine existing processes and establish solutions
- Facilitation of inductions, systems and soft skills training
- Ensuring team engagement and creation of incentives, reward and recognition strategies
- Recruitment of new employees, implementing development plans and assessing competencies
- Maintaining effective quality assurance protocols in line with compliance
- Inventory management -
- Effective time management
- Continuous improvement on reducing overhead expenses
- Effective and thorough administration resulting in reduction in shrinkage
- Consistently exceeding set KPIs in sales and value add opportunities
Education
School Certificate -
Callaghan College
WaratahSkills
- Database management and accurate record management
- Communicate effectively with customers, colleagues, and stakeholders through written and verbal correspondence
- Resolving conflict and complaint management with a high level of respect and understanding
- Representing the company and respecting its values and branding
- Accuracy of organisational KPIs
- Working to deadlines and priortising workloads with effective time management,
planning and follow up - Effective maintenance of office procedures, updating of records
References
References available upon request.
Timeline
Scheme Enquires Officer
Coal Long Service Leave Funding Corporation (Coal
09.2024 - Current
Store Manager
Henny Penny
01.2004 - Current
School Certificate -
Callaghan College
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