Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jenna Freeland

Narrogin

Summary

I am a personable, reliable and energetic Customer Service Officer committed to
delivering excellence in all areas of application management and client support.
Offering my abilities to take on multiple simultaneous tasks with excellent time
management skills and a resourceful approach.
I have a positive and respectful attitude while interacting with clients and discussing
their circumstances as well as experience in receiving and providing solutions to client
complaints and feedback.
I am strongly motivated to learn, grow and excel in any work environment.
I have previously received excellent feedback through my Customer Service Officer
position at Department of Communities via an external agency regarding my
welcoming, non-judgemental, respectful and polite approach.

Overview

12
12
years of professional experience

Work History

Customer Service Officer

Department Of Communities - Housing
04.2024 - Current
  • Facilitate and manage the training of new employees
  • Responded to customer calls and emails to answer questions about Housing related services.
  • Completed data entry to record client conversation notes and application updates.
  • Assisted clients every day with a positive attitude and focus on satisfying the clients requirements.
  • Addressed client complaints and reduced dissatisfaction by employing timely and effective solutions.
  • Applied policy to support decision making.
  • Updated information to maintain client records.
  • Explained Housing services available to clients, thoroughly clarifying details.
  • Offered advice and assistance to clients, paying attention to sensitive needs or requirements.
  • Answered telephone calls promptly to avoid lengthy client wait-times.
  • Actively listened to clients, handled concerns quickly and escalated major issues to manager.
  • Saved documents to electronic record keeping system.

Administrative Manager

McKenzie's Transport
05.2023 - Current
  • Improved office efficiency by implementing streamlined administrative processes and procedures.
  • Ensured smooth operations with timely completion of all essential administrative tasks and responsibilities.
  • Developed comprehensive budgets for projects, managing financial resources for optimal results and cost savings.
  • Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
  • Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels of the organization.
  • Updated reports, managed accounts, and generated reports for company database.
  • Developed and implemented improved filing systems for enhanced order and accuracy.
  • Verified customer information for orderly, up-to-date online systems.

Housing and Property Service Officer

Department Of Communities - Housing
02.2021 - Current
  • Managed tenancies for more than one hundred properties.
  • Actively listened to tenants, handled property and tenancy concerns quickly and escalated major issues to manager.
  • Managed the maintenance of over one hundred properties.
  • Developed and maintained positive and effective working relationships with the property maintenance company.
  • Conducted annual inspections to assess properties for damage and deterioration.
  • Communicated with tenants to understand property needs and maintenance requirements.
  • Created and assisted clients with completion and signing of tenancy agreements and sign-up documents.
  • Conducted Outgoing inspections and completed vetting process to fairly assess and calculate financial liability to outgoing tenant.
  • Applied policy to support decision making.
  • Conducted Ingoing inspections post maintenance completion and prior to allocating the property.

Customer Service Officer

Department Of Communities - Housing
07.2020 - 02.2021
  • Responded to customer calls and emails to answer questions about Housing related services.
  • Completed data entry to record client conversation notes and application updates.
  • Assisted clients every day with a positive attitude and focus on satisfying the clients requirements.
  • Addressed client complaints and reduced dissatisfaction by employing timely and effective solutions.
  • Applied policy to support decision making.
  • Updated information to maintain client records.
  • Explained Housing services available to clients, thoroughly clarifying details.
  • Offered advice and assistance to clients, paying attention to sensitive needs or requirements.
  • Answered telephone calls promptly to avoid lengthy client wait-times.
  • Actively listened to clients, handled concerns quickly and escalated major issues to manager.
  • Saved documents to electronic record keeping system.

Receptionist

Blight's Auto Electrics
08.2016 - 06.2020
  • Completed various administrative duties by invoicing, receiving payments and corresponding with customers via telephone and email.
  • Answered telephone calls to respond to inquiries from customers, suppliers and various other callers seeking information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Scheduled and confirmed appointments for vehicle repairs.
  • Kept records in Quickbooks to maintain sales and expenses data by entering and updating information.
  • Collected, sorted, distributed and sent mail and packages.
  • Kept reception area clean and neat to give visitors a positive and welcoming first impression.
  • Managed inventory by restocking sales parts and placing purchase orders to maintain stock levels.
  • Communicated clearly with customers and updated customer records.

Sales Assistant

Betta Home Living
06.2016 - 08.2016
  • Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Greeted customers and offered assistance with selecting products, finding accessories and completing purchases.
  • Processed cash, credit and debit card payments to complete purchasing experience.
  • Maintained records related to sales, returns and availability of products.
  • Provided pricing information to customers regarding specific products.
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
  • Merchandised attractive shelf displays with current offerings to drive store sales.
  • Opened new products and stocked sales floor racks and shelves.
  • Communicated orders to suppliers.

Food Manager

Snack- Attack
12.2014 - 05.2016
  • Reviewed pricing and ordered food ingredients, kitchen appliances and supplies.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Oversaw balancing of cash registers, reconciled transactions and deposited earnings to bank each day.
  • Reduced expenses by sourcing new suppliers and negotiating fair contracts.
  • Identified and resolved customer complaints concerning food.
  • Developed and implemented updates to menus in line with customer preferences changing.
  • Remained calm and composed when dealing with difficult customers or during busy periods.
  • Informed customers about daily and seasonal specials
  • Used upselling techniques to increase daily sales.

Waitress/Coffee Barista

Cosi's Cafe
05.2014 - 11.2014
  • Greeted new customers, discussed specials, took drink orders and built immediate positive connections with customers.
  • Kept server areas clean and stocked during service hours to increase efficiency while serving tables.
  • Used correct cleaning, sanitizing and food handling procedures to maintain optimal protections for customers.
  • Cleaned and coordinated cleaning of indoor and outdoor dining spaces- wiping tables, placing rubbish in bins and replenishing supplies.
  • Maintained reputation for efficiency and consistency, earning numerous recommendations from satisfied customers.
  • Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy periods.
  • Prepared beverages and filled food orders for customers.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest

Barista Shift Manager

Gloria Jean's Coffee's
03.2012 - 06.2014
  • Oversaw entire store and cleaned all equipment after every shift.
  • Monitored food preparation, production and plating for quality control.
  • Resolved challenging customer complaints to full satisfaction.
  • Maintained supply levels in counter and customer areas to meet typical demands.
  • Learned every menu preparation to meet all customer needs.
  • Maintained store professionalism and cleanliness by cleaning and sanitizing work areas every hour.
  • Restocked display fridge with attractive arrangements to promote specialty food items like cakes and muffins.
  • Pleasantly interacted with customers during busy periods to promote a positive environment.
  • Prioritized coffee requests while managing interruptions.
  • Developed and demonstrated skillful and creative latte art to engage customers.
  • Trained and supervised barista workers to maintain and uphold store policies and optimize staff productivity.

Education

Certificate IV - Housing

North Metropolitan TAFE
Leederville, WA
11.2024

Job Readiness Training - Property Services Officer -

Department of Communities
Katanning WA
06.2021

HLTAID011 Provide First Aid -

St John Ambulance Western Australia Ltd.
Katanning WA
06.2021

Standard Mental Health First Aid -

Mental Health First Aid Australia
Albany WA
06.2021

Job Readiness Training - Housing Services Officer -

Department of Communities
Katanning WA
03.2021

White Card Construction Training -

Aveling
Katanning WA
01.2021

Job Readiness Training - Customer Service Officer

Department of Communities
Katanning WA
08.2020

Certificate IV - Business Administration

ATC Work Smart
Albany WA
06.2018

Certificate III - Business Administration

ATC Work Smart
Albany WA
02.2017

High School Diploma -

North Albany Senior High School
Albany WA
11.2011

Skills

  • Professional Demeanour
  • Client Assistance and Service
  • Mail Handling
  • Appointment Scheduling
  • Time Management
  • Verbal and Written Communication
  • Sensitive Information Handling
  • Telephone Etiquette
  • Decision-Making Abilities
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution
  • Efficient and Detail-Oriented
  • Multitasking and Prioritization
  • Recordkeeping strengths

Timeline

Customer Service Officer

Department Of Communities - Housing
04.2024 - Current

Administrative Manager

McKenzie's Transport
05.2023 - Current

Housing and Property Service Officer

Department Of Communities - Housing
02.2021 - Current

Customer Service Officer

Department Of Communities - Housing
07.2020 - 02.2021

Receptionist

Blight's Auto Electrics
08.2016 - 06.2020

Sales Assistant

Betta Home Living
06.2016 - 08.2016

Food Manager

Snack- Attack
12.2014 - 05.2016

Waitress/Coffee Barista

Cosi's Cafe
05.2014 - 11.2014

Barista Shift Manager

Gloria Jean's Coffee's
03.2012 - 06.2014

Certificate IV - Housing

North Metropolitan TAFE

Job Readiness Training - Property Services Officer -

Department of Communities

HLTAID011 Provide First Aid -

St John Ambulance Western Australia Ltd.

Standard Mental Health First Aid -

Mental Health First Aid Australia

Job Readiness Training - Housing Services Officer -

Department of Communities

White Card Construction Training -

Aveling

Job Readiness Training - Customer Service Officer

Department of Communities

Certificate IV - Business Administration

ATC Work Smart

Certificate III - Business Administration

ATC Work Smart

High School Diploma -

North Albany Senior High School

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