Hayley Love
Lake Rowan
Summary
Experienced administration officer with a background in providing comprehensive administrative support and facilitating office operations. Proven track record of enhancing workflow efficiencies and implementing effective organizational systems. Demonstrated proficiency in managing schedules and coordinating communications. Strong organizational and multitasking abilities with a readiness to learn and develop in an administrative environment. Brings a foundational understanding of office procedures and software, contributing a willingness to master new tasks efficiently. Ready to utilize and further develop skills in scheduling and document management in any role.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Administration Support Officer - Planning
Moira Shire Council
10.2023 - Current
- Managed incoming correspondence effectively by sorting mail, directing calls, and responding promptly to emails.
- Enhanced team productivity by providing administrative support and managing daily schedules for staff members.
- Ensured compliance with policies and legislation by maintaining up-to-date records for audits or inspections purposes.
- Increased customer satisfaction through timely responses to inquiries and effective communication with clients.
- Maintained strict confidentiality in handling sensitive company & customer information and documents, ensuring secure storage and disposal procedures.
- Managed travel arrangements for executive staff members including booking flights, accommodations, transportation services accurately within specified budgets.
- Prepare written reports and maintain council registers
- General clerical duties and administrative support
- Receive, assess, record applications
- Provide information to customers in accordance with legislation, Council policies, and guidelines
- Create and reconcile invoices
- Administer document control (hard and electronic)
- Maintain and administer daily collation of attendance records
- Demonstrated proficiency in Microsoft Office Suite, including Excel, Word, and Outlook
- Continuously updated professional knowledge through training courses or online resources keeping up with emerging trends in desktop support and network administration.
- Supported team in evaluating design effectiveness of internal controls, identifying areas for improvement and recommending corrective actions.
- Fostered positive work environment by providing ongoing support and guidance to team members in organization.
- Provided professional services and support in dynamic work environment.
- Performed day-to-day monitoring, management, administration and support of Customer Relation systems.
- Served as a resource for staff, providing guidance on best practices in assessment administration and offering support as needed during testing process.
- Served as a liaison between community & organizations to develop partnerships that support departments.
Customer Experience Officer
Moira Shire Council
06.2021 - 10.2023
- Enter real-time Customer Request Management requests
- Cashier services and bank reconciliations
- Built customer confidence by actively listening to concerns and giving resolutions.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Streamlined communication channels for improved customer interactions and feedback management.
- Fostered a positive work environment that promoted collaboration, learning, and exceptional service delivery.
- Handled escalated customer complaints with tact and professionalism, resolving issues in a satisfactory manner while maintaining company reputation.
- Established strong rapport with customers through active listening, empathy, and clear communication skills.
- Mentored new hires during their onboarding process, ensuring seamless integration into the team.
- Championed the adoption of new technologies and tools that helped streamline customer support processes and improve overall productivity.
Risk Management Officer
Moira Shire Council
04.2017 - 06.2021
- Prepare written reports and maintain council registers
- Conduct and report Council Self Audits
- Receive, assess, and approve hire applications
- Coordinate major event stakeholder meetings
- Maintain and respond to routine correspondence reports and undertake follow-up action on outstanding items
- Assist with insurance claims and reports
- Develop and implement risk management strategies
- Provide training and support to staff on risk management procedures and policies
- Conduct risk assessments and manage risk registers
- Mentor and train staff on risk management best practices and procedures
Administration Support - Local Laws
Moira Shire Council
07.2015 - 04.2017
- Prepare written reports and maintain council registers
- Respond to routine correspondence reports
- General clerical duties and administrative support
- Receive, assess, and approve applications
- Coordinate major event stakeholder meetings
- Provide information to customers in accordance with legislation, Council policies, and guidelines
- Create and reconcile invoices
- Administer document control (hard and electronic)
- Maintain and administer daily collation of attendance records
- Manage transition planning documentation
- Demonstrated proficiency in the Microsoft Office Suite, including Excel, Word, and Outlook
- Continuously updated professional knowledge through training courses or online resources keeping up with emerging trends in desktop support and network administration.
- Supported management in evaluating the design effectiveness of internal controls, identifying areas for improvement and recommending corrective actions.
- Fostered a positive work environment by providing ongoing support and guidance to team members in the organization.
- Provided professional services and support in a dynamic work environment.
- Performed day-to-day monitoring, management, administration and support of Customer Relation systems.
- Served as a resource for staff, providing guidance on best practices in assessment administration and offering support as needed during the testing process.
- Served as a liaison between community & organizations to develop partnerships that support departments.
Library Assistant
High Country Library
01.2011 - 12.2011
- Customer service
- Supervision and mentoring of staff
- Alpine Shire Service Centre duties including receipting
- Train new staff on library procedures and customer service standards
- Maintained a well-organized collection through diligent shelving, shelf-reading, and inventory management tasks.
- Answered questions from patrons and helped to find desired materials.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Contributed to the library''s overall mission by performing additional tasks or responsibilities as assigned, adapting quickly to new challenges and demands.
Senior Customer Service Officer
Alpine Shire Council
01.2003 - 12.2010
- First point of contact for customer service
- Training, supervision, and rostering of customer service staff
- Switchboard operation
- Enter customer requests in CRM system
- Assist in waste management complaints and new requests
- Maintain database and prepare yearly registration
- Accept bookings for Council meeting rooms
- Cashier services and bank reconciliations for service centers and landfills
- Purchase office stationery and furniture
- Vic Roads agency duties
- General clerical duties and administrative support
- Provide training for new customer service staff
- Create, amend, and interpret schedules, plans, and rosters
- Demonstrated attention to detail in all administrative tasks
Customer Service Officer
Indigo Way – Yackandandah
01.1998 - 12.2000
- Customer service
- Training and supervision of staff
- Accounts payable and receivable
- Switchboard/trunking system operation
- Cashier duties and bank reconciliation
- Accepting reservations for Council facilities
- Maintain animal registration on database
- Manage key register
- Purchase goods and stationery
Education
Certificate III -
Certificate III in Agriculture
Albury, NSW01.2002
Certificate III -
Certificate III in Business
Wangaratta, VIC01.1999
Skills
- Communication Skills
- Mentoring and leadership skills
- Customer service skills
- Advanced user of Microsoft suite
- General office procedures
- Balance and reconciliation of accounts
- Verbal and written communication
- Data entry proficiency
Demonstratedabilities
Liaise with a wide range of people, Work effectively within the organization, Mentoring and leadership skills, Excellent public relation and customer service skills, Advanced user of Microsoft suite (Outlook, Word, Excel), Authority, Conquest, Intramaps, and Cascade CM9, Experienced in business letter writing and memos, Experienced in writing purchase orders, General office procedures, Daily balance and reconciliation of banking, Accounts payable and receivable
Certification
Current CPR & First Aid
Timeline
Administration Support Officer - Planning
Moira Shire Council
10.2023 - Current
Customer Experience Officer
Moira Shire Council
06.2021 - 10.2023
Risk Management Officer
Moira Shire Council
04.2017 - 06.2021
Administration Support - Local Laws
Moira Shire Council
07.2015 - 04.2017
Library Assistant
High Country Library
01.2011 - 12.2011
Senior Customer Service Officer
Alpine Shire Council
01.2003 - 12.2010
Customer Service Officer
Indigo Way – Yackandandah
01.1998 - 12.2000
Current CPR & First Aid
Certificate III -
Certificate III in Agriculture
Certificate III -
Certificate III in Business
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