Heather Poole
Townsville,QLD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Exceptional skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
24
24
years of professional experience
Work History
Service Support Officer
DVA - Open Arms Veterans and Family Counselling Service
01.2022 - Current
- Provide front-of-house, client triage and administrative support across all service delivery streams inclusive of data entry and record keeping
- Provide a first escalation point for clients, contracted health providers and external stakeholder queries
- Coordinate the administrative requirements for client referrals to both internal and external providers
- This includes managing data, correspondence and client information between internal and external referral platforms and client management systems
- Coordinate the administrative requirements for group programs and mental health literacy workshops
- Assist with administrative induction and training of new employees and contracted health providers
- Undertake financial management activities including processing invoices, reconciling payments and tracking financial expenditure
- Provide office management support for centre and regional satellite property resources, assets, IT and travel requirements
- Support the Practice Manager in reporting quality assurance, compliance, audits, reports and operational data
- Build rapport and maintain key stakeholder relationships
- Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and the Code of Conduct.
Executive Administration Officer
Salvation Army
01.2020 - 01.2022
- Executive Assistant to both Senior Corp officers – providing diary management, travel bookings, catering,
- Management of Administration: reception, switchboard, accounts, purchasing, banking, correspondence, media and publications
- Management of church functions including funerals, memorials, and combined church community events
- Administration duties: reception, switchboard, accounts, purchasing, banking, correspondence, media and publications
- Management of church volunteers, rostering, compliance and training
- Engagement with community members to provide crisis accommodation, and welfare vouchers/food parcels.
Customer Service Officer
Service NSW
01.2018 - 01.2020
- Providing accurate, effective, and high-quality specialist service consistent with Service NSW's policies, procedures and guidelines Utilising agency-specific knowledge, delivering an efficient first-call resolution to customer enquiries related to roads, heavy vehicles, maritime, infringement processing, and debt recovery, Completing complex transactions, utilizing various media including phone, email, and online chat to provide client solutions
- Comply with policy requirements and legislative obligations while ensuring discretion, privacy, and integrity of information.
Receptionist & Installation Scheduler
Nettko / Samzac Services
01.2015 - 01.2018
- Manage a team of service-based technicians/installers of telephone and internet systems, data cabling, and Wi-Fi
- Cost control, invoicing, accounts payable and receivable, diary schedules, purchasing parts and equipment
- Reception duties, greeting visitors, phone switchboard, managing post and electronic correspondence, managing diaries, and meeting rooms, liaising off-site centres with customer requests, and technical services
- Problem-solving and liaising with Telstra internal staff, scheduling specific NBN technical support appointments for commercial customers.
Team Leader
Telstra Business Centre
01.2013 - 01.2015
- Management of 8 Customer service officers, high-volume outbound call centre for commercial customers, scheduling billing and technical support appointments
- Diary management of sales managers and field technicians
- Reporting, staff rostering, team performance, OH&S and resolution of customer escalations
Regional Manager
Advanced Personnel Management
01.2009 - 01.2013
- Establish and provide operational site and staff management to five new employment service offices within Lower Hunter NSW
- Provision of specialised employment services to eligible disability clients, per government and company policy
- Engagement with schools, TAFE and vocational training providers to identify and onboard eligible students
- Ongoing monitoring of individual staff and site performance including OH&S auditing and HR management.
State Sales Co-Ordinator
Goodman Fielder - Milling & Baking Division
01.2000 - 01.2009
- Managed NSW technical-based sales team responsible for delivering training packages to clients aligned to new in-store bakery products
- Retain and strengthen a large portfolio of major grocery retailers and food service clients
- Implementation of new product lines and compliance monitoring in-store
- Develop new in-store and food service product lines and manage the delivery of corresponding training packages.
Education
Skills
- Customer Service
- Administrative and Office Support
- Microsoft Office
- Customer Relationship Management (CRM)
- Account Management
- Escalation Handling
- Teamwork and Collaboration
- Policies and Procedures Adherence
Employment Prior To2000
Catering & Event Management, Chef, Baker / Pastry Cook
Education Training
- Cert IV Business Administration, TAFE
- Cert IV Management & Leadership, TAFE
- Statement of Attainment – Executive Assistant Organisational Skills, TAFE
- Statement of Attainment - Executive Skills, TAFE
- Blue Card
- First Aid & CPR
- Trade – Commercial Cookery, Baker / Pastry-cook.
Timeline
Service Support Officer
DVA - Open Arms Veterans and Family Counselling Service
01.2022 - Current
Executive Administration Officer
Salvation Army
01.2020 - 01.2022
Customer Service Officer
Service NSW
01.2018 - 01.2020
Receptionist & Installation Scheduler
Nettko / Samzac Services
01.2015 - 01.2018
Team Leader
Telstra Business Centre
01.2013 - 01.2015
Regional Manager
Advanced Personnel Management
01.2009 - 01.2013
State Sales Co-Ordinator
Goodman Fielder - Milling & Baking Division
01.2000 - 01.2009
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