Jenna Carney

Wandering,WA

Summary

Experienced growth and recruitment specialist with over a decade in public and private sectors. Proven expertise in administration, CRM databases, sales, and leadership. Demonstrated success in stakeholder engagement, training, and database management. Committed to excellence in customer service and maintaining high levels of customer satisfaction.

Overview

years of professional experience

Work History

Team Leader / Senior Career Coach

Learning Cloud

Canterbury, New Zealand

08.2017 - Current

Establish rapport with new and existing students, fostering meaningful connections
Mentored junior staff members to foster professional growth.
Resolved customer complaints in an effective manner while maintaining a high level of customer service.
Conduct student recruitment activities to attract aspiring professionals
Provide personalised coaching and counselling tailored to student career goals
Conduct thorough research on the job market and career needs
Identify and analyse industry trends, skills gaps, and emerging career opportunities
Assist students in setting clear career goals and creating actionable plans
Provide credible advice on educational programs and pathways
Continuously undertake training to enhance coaching skills and knowledge
Meet weekly and monthly KPIs to ensure team targets are met
Proven leadership skills with a track record of leading teams to achieve performance targets and deliver high-quality service
Experienced in advising customers on account processes, including billing, complaints resolution, and debt recovery, with a focus on satisfaction and compliance
Confident in managing back-end account functions, including debt collection and account reconciliation
Facilitating team meetings, reporting on KPIs, and translating insights into coaching and performance improvements
Effective in delegating tasks based on requirements and individual capabilities, ensuring workflow efficiency
Proficient in documenting procedures to support team training and consistency in service delivery
Capable of processing large payments, tracking financial performance, and meeting end of month deadlines.
Collaborative and adaptable, with the ability to support team members across customer service, sales, accounts, and technical troubleshooting functions

Growth & Industrial Organiser

Community and Public Sector Union (CPSU/CSA)

03.2015 - 07.2016

Recruit and retain members across the Western Australian public sector
Deliver engaging induction presentations to new employees across various state departments
Plan and execute industrial campaigns in collaboration with internal and external stakeholders
Provide timely support and advice to members on workplace disputes, safety concerns, and entitlements
Liaise with employers to resolve both individual and collective industrial issues
Maintain detailed records, including case notes, meeting minutes, and member information and workplace mapping.
Build strong, professional relationships with members, delegates, and employer representatives
Support and service delegate and activist networks by providing regular campaign updates and education
Participate actively in union and team meetings, contributing to strategic discussions and decisions
Lead campaign blitzes to increase visibility and member engagement
Meet operational objectives while promoting member welfare and industrial fairness
Organized community events to engage members and strengthen relationships.
Collaborated with stakeholders to address member concerns and advocate for their needs.
Facilitated workshops to educate members on their rights and benefits under the union.
Collaborated with marketing teams to create promotional materials for events.

Receptionist

Chellingworth Motors

Scarborough, WA

10.2014 - 02.2015

Provided high-quality customer service to all visitors entering the office.
Executed comprehensive administrative tasks such as filing, photocopying, and scanning.
Ordered stationery supplies, ensuring efficient inventory management.
Documented meeting minutes for future reference and clarity.
Sorted and sent post to facilitate effective communication.
Handled incoming calls, relaying messages or directing calls appropriately.
Kept reception area organized and displayed current information prominently.
Created business documents for key stakeholders as needed.
Processed license applications and renewals for various vehicle types.
Maintained accurate records of issued licenses and customer information.
Collaborated with law enforcement to verify identity and documentation accuracy.
Utilized software systems for tracking application status and managing data entries.
Updated online databases with new information as needed.
Responded promptly to emails and telephone calls from customers seeking assistance with licensing issues.
Ensured that all licensing materials were properly stored in accordance with established protocols.

Membership Officer/Income Recovery Officer

United Workers Union

Perth , WA

09.2007 - 07.2014

Tracked member union payments, ensuring timely follow-up on any outstanding arrears.
Processed all direct debits and credit card payments, coordinating closely with payroll and accounts teams.
Engaged with members who lapsed memberships, driving successful re-recruitment efforts.
Supported members in a delegate role, resolving issues with technical expertise.
Created mass email and SMS communications for Western Australian membership outreach.
Developed comprehensive reports for senior management team and branch executive review.
Planned and executed membership events annually to strengthen community ties.
Assisted IT department with helpdesk requests, enhancing user experience of internal systems.
Prioritized and organized tasks to efficiently accomplish service goals.
Worked with cross-functional teams to achieve goals.

Skills

MS Office Suite
Customer relationship management
Client service
Account management
Staff training
Cash handling
Onboarding and orientation
Documentation and reporting

Coaching
Technical support
Zoho CRM
MYOB
ERA and ERA Net
Dealer Online
IMIS and Unison databases
Crystal Reporting

Key Licenses And Education

Federal Right of Entry Permit
ATI Mirage Training, Western Australia
Advanced MS Excel Course
Intermediate Excel Course
Customer Service Course
Intermediate Word Course
Dispute Resolution Training, Australian Services Union, Western Australia

References

As requested

Timeline