Hannah Johnson
Launceston
Summary
Highly organised and relationship-driven administration professional with 14+ years of experience providing executive support, coordinating projects, and driving operational excellence. Recognised for building strong stakeholder relationships, delivering exceptional organisational support, improving workplace engagement, and thriving in fast-paced environments. Proactive, adaptable, and trusted to manage competing priorities with professionalism, discretion, and a genuine people-first approach.
Overview
16
16
years of professional experience
Work History
Executive Support & Office Administration Coordinator
BOAGS BREWERY (LION)
05.2024 - Current
- Provided high-level administrative, operational, and leadership support to enhance efficiency within a large manufacturing and brewing environment.
- Act as a trusted partner to site leadership, supporting business operations, employee engagement, communications and continuous improvement initiatives.
- Coordinate leadership meetings, prepare agendas, record minutes and track actions through to completion.
- Manage procurement activities through SAP, including purchase requisitions, purchase orders and supplier coordination.
- Develop and distribute internal communications across the site workforce.
- Led employee engagement initiatives and recognition programs to foster a positive workplace culture.
- Maintain document control systems and ensure accurate business record management.
- Support cross-functional departments with administrative and project-related requirements.
- Build strong relationships across all levels of the organisation and act as a trusted point of contact.
- Managed confidential information with professionalism and discretion.
- Contributed to process improvement initiatives, enhancing operational efficiency across departments.
Senior Billing Officer
SOLSTICE ENERGY
05.2022 - 12.2022
- Managed billing for residential, commercial, and industrial customer accounts, ensuring timely and accurate invoicing.
- Executed credit control procedures to manage arrears.
- Facilitated negotiations for payment arrangements with clients to enhance account recovery and maintain customer relationships.
- Coordinated project support activities to assist teams.
Personal Loan Credit Assessor
BANKWEST
02.2021 - 05.2022
- Assessed unsecured lending and secured car loan applications to determine creditworthiness.
- Evaluated customer-supplied documentation, including pay slips and car sale contracts, to identify abnormalities and detect fraudulent activity.
- Delivered customer service excellence by providing information on applications and requesting further details.
Secured Recoveries Officer
BANKWEST
02.2018 - 02.2021
- Managed complex customer portfolios, negotiating sustainable repayment arrangements that supported clients' financial recovery.
- Reviewed housing loan impairments to assess impact on portfolios.
- Established communication with stakeholders to ensure project alignment. to facilitate housing and motor vehicle repossession efforts.
Unsecured Recoveries Officer
BANKWEST
09.2017 - 02.2021
- Managed complex customer portfolios, negotiating repayment arrangements to enhance recovery rates.
- Managed complex customer portfolios and negotiated sustainable repayment arrangements.
- Consistently achieved above-expectation quality and performance outcomes.
- Developed training resources to streamline onboarding process for new team members.
- Contributed to continuous improvement initiatives, enhancing departmental processes and supporting accreditation efforts.
- Developed training resources used for onboarding new team members.
Customer Relations Officer
BANKWEST
07.2017 - 09.2017
- Resolved customer complaints and escalations for diverse banking products, enhancing customer satisfaction.
- Investigated issues and coordinated with internal stakeholders to secure favorable resolutions.
- Investigated issues and collaborated with internal stakeholders to achieve positive outcomes.
- Achieved timely and compliant resolutions for customer complaints, ensuring adherence to regulatory standards.
Hardship Assist Officer
BANKWEST
06.2015 - 06.2017
- Assessed financial hardship applications and implemented tailored assistance solutions to support clients in overcoming financial challenges.
- Managed relationships with customers, financial counsellors, and internal stakeholders to ensure effective communication and resolution of hardship cases.
- Applied judgement and delegated authority in determining hardship support options, ensuring fair and appropriate assistance for applicants.
- Influencing and supporting team members across multiple departments, fostering collaboration, engagement and positive outcomes.
- Acting as the primary point of contact for team members and supporting day-to-day operational decision making.
- Provided leadership support during manager absences.
- Represented Bankwest at industry and community forums.
Customer Service Representative
BANKWEST
10.2014 - 06.2015
- Provided customer service support in high-volume contact centre, resolving inquiries efficiently.
- Assisted customers with banking transactions, lending options, and credit card inquiries to enhance customer satisfaction.
- Ensured compliance with banking policies and procedures, safeguarding customer trust and company integrity.
- Ensured adherence to banking policies and procedures in daily operations.
Customer Service Representative
COMMONWEALTH BANK
03.2013 - 10.2014
- Provided exceptional customer support through phone, email, and chat communications.
- Provided customer service for diverse banking products and services, ensuring customer satisfaction.
- Resolved customer inquiries effectively using banking software and internal systems.
- Assisted customers with account management and transaction processing requests.
- Served as a subject matter expert for Travel Money Card products.
Collections Officer
TASMANIAN COLLECTION SERVICE
04.2010 - 03.2013
- Managed inbound and outbound customer communications to resolve issues and enhance customer satisfaction.
- Negotiated payment arrangements and maintained accurate customer records to ensure compliance and support collections processes.
- Performed general office administration and business support duties to streamline operations and facilitate team objectives.
- Worked collaboratively within a small team to achieve business objectives.
Education
Certificate III - Customer Service
Orange College
Secondary Education -
Queechy High School
TasmaniaSkills
- Office and Site Administration
- Executive and Leadership Support
- Meeting Coordination
- Event Planning and Coordination
- Document Management
- Purchase Orders and Requisitions
- Stakeholder Management
- Client Relationship Management
- Supply Chain Management
- Internal Communications
- Employee Engagement
- Project Support
- Confidential Information Management
- Customer Relationship Management
- Process Improvement
- Strategic Planning
- Operations Management
- Project Management
- Community Outreach
- Cross-functional Team Leadership
- Budget Analysis
- Vendor Partnerships
- Cost Reductions
- Budget Allocation
Education And Professional Development
- Certificate III in Customer Service, Orange College
- Mental Health First Aid
- Secondary Education, Queechy High School, Tasmania
Timeline
Executive Support & Office Administration Coordinator
BOAGS BREWERY (LION)
05.2024 - Current
Senior Billing Officer
SOLSTICE ENERGY
05.2022 - 12.2022
Personal Loan Credit Assessor
BANKWEST
02.2021 - 05.2022
Secured Recoveries Officer
BANKWEST
02.2018 - 02.2021
Unsecured Recoveries Officer
BANKWEST
09.2017 - 02.2021
Customer Relations Officer
BANKWEST
07.2017 - 09.2017
Hardship Assist Officer
BANKWEST
06.2015 - 06.2017
Customer Service Representative
BANKWEST
10.2014 - 06.2015
Customer Service Representative
COMMONWEALTH BANK
03.2013 - 10.2014
Collections Officer
TASMANIAN COLLECTION SERVICE
04.2010 - 03.2013
Certificate III - Customer Service
Orange College
Secondary Education -
Queechy High School