Emma Van De Velde

• Scheduled onsite works while ensuring timely execution of tasks and jobs through proactive rescheduling and resource allocation adjustments.
• Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all onsite jobs were met within the agreed timeframes and customers were kept up to date on any unforeseen delays.
• Monitor and respond to customer feedback system and reviews.
• Answered a multi-line phone system, routing calls, delivering messages to staff.
• Prepared and dispersed invoices to customers, processed payments, and documented account updates.
• Communicated with customers via phone and email to confirm deliveries and respond to inquiries, which increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
• Maintained a clean, organized work environment.
• Boosted personal productivity by prioritizing tasks, team work and managing workload effectively.
• Contributed to a positive and happy work environment by maintaining a strong working relationships among colleagues.
• Processed customer orders in line with established policies and procedures.
• Expedited urgent orders upon request, ensuring timely delivery.
• Balanced multiple roles to accomplish diverse tasks.
• Used SimPro software to generate estimates and send to clients in a timely manner.

• Handled sensitive information for residents, families and employees (medical and personal) discreetly. Maintained strict confidentiality at all times as required by company policy and Government regulations.
• Monitored and managed inventory levels, ensuring adequate office, catering, cleaning and medical supplies were available.
• Maintained and compiled accurate documentation of company policies and procedures.
• Assisted in the coordination of company events and meetings.
• Maintained an up-to-date database of contacts.
• Streamlined office operations by implementing new filing system, significantly reducing retrieval times. Led and completed the transition to a paperless facility.
• Provided customer service to prospective Residents and Families, answering inquiries via phone or email promptly and professionally.
• Facilitated facility tours for prospective Families, showcasing the facilities, rooms and resources, answered questions and managed challenging situations with empathy and professionalism.
• Assisted with admissions, appointments, transfers, and discharges.
• Monitored and rostered a 140 staff roster whilst maintaining adequate staffing levels and reallocating employees as needed to meet operational demands.
• Collaborated with department managers for efficient staff allocation and optimal shift coverage.
• Maintained compliance with the Australian Government labor laws, adhering to appropriate break times and overtime requirements.
• Assisted in reducing payroll and roster discrepancies by cross-checking rostered hours against actual hours worked.
• Ensured timely payment of vendor invoices.
• Supported month-end processes, ensuring accurate and timely submission of medicare information and invoice statements to the accounts payable team and resident billing.

• Collected and handled personal information discreetly, maintaining confidentiality at all times.
• Maintained electronic and paper filing systems.
• Maintained and updated personnel records within our database AroFlo to support document management.
• Managed office, shop and stock inventory levels, ensuring adequate supplies were available for customers as well as tradesmen.
• Prepared and delivered invoices to customers through various platforms.
• Processed payments and documented account updates.
• Handled the high volume period through summer, with ease and maintained consistent performance under pressure.
• Monitored and answered multi-line phone system, routing calls, delivering messages to staff.
• Welcomed and helped large volumes of customers daily with a positive attitude and focus on customer satisfaction.
• Provided exceptional customer service, greeting visitors, addressing inquiries and complaints professionally and in a timely manner.
• Scheduled workshop tasks while ensuring timely execution of tasks and jobs through proactive rescheduling and resource allocation adjustments.
• Used AroFlo software to create estimates quickly and accurately and make estimates easily understandable. Delivered reliable and accurate estimates.
• Examined and checked incoming and outgoing orders to confirm accuracy and adherence to the order requirements.
• Assisted in training new employees on company processes and procedures.

Worked at CBH Wagin the following year 2020 October to December.

• Ensured accurate grain sample results with precise measurements, calibration of instruments, and adherence to industry and company standards.
• Collected, prepared and shipped samples for laboratory examination.
• Enhanced the grain quality being delivered, by conducting thorough sampling and inspection procedures.
• Established strong relationships with the farmers and truck drivers through clear and concise communication and consistent delivery of high-quality services as a Grain Sampler.
• Operated advanced analytical tools for accurate assessment of key attributes for superior grain quality, such as moisture content, insect damage, and foreign material presence in grain samples.