Summary
Overview
Work History
Skills
Accomplishments
Certification
Timeline
Generic

JENNIFER KAKA

Darra,QLD

Summary

Versatile Administration Officer skilled in managing diverse tasks and competing priorities on daily basis. Practiced at driving improvements to quality, productivity and service, demonstrated over 6 years of experience.

Overview

9
9
years of professional experience
1
1
Certification

Work History

LOGISTICS ADMINISTRATION OFFICER

THE LOTTERY CORPORATION
10.2021 - Current
  • Respond to general reception enquiries
  • Answering all incoming telephone calls
  • Meeting and greeting visitors and drivers
  • Efficient and responsive delivery of order enquiries
  • Aided colleagues, managers, and customers through regular communication and assistance.
  • Managed team petty cash, purchase orders and account transactions.
  • Created, prepared, and delivered reports to various departments.
  • Processed purchase orders, invoices and financial reports.
  • Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Maintained personnel records and updated internal databases to support document management.
  • Computerized office activities, maintained customer communications, and tracked records through delivery.
  • Entered and maintained departmental records in company database.
  • Troubleshot internal and external stakeholders concerns and recommended corrective actions to resolve issues.
  • Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.

CUSTOMER SERVICE CONSULTANT

TABCORP CORPORATION LIMITED
01.2020 - 09.2021
  • Handle inbound and outbound enquiries regarding lottery products, customer online membership, lottery tickets and feedback enquiries
  • BOH Data processing for membership cards, web enquiries
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.

TEAM LEADER

STELLAR ASIA PACIFIC
10.2018 - 12.2019
  • Conduct probation reviews to assess suitability for continued employment
  • Complete relevant reporting requirements – Daily; Weekly and Monthly
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated reports detailing findings and recommendations.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.

CUSTOMER SERVICE CONSULTANT

STELLAR ASIA PACIFIC
03.2017 - 09.2018
  • Handle inbound and outbound enquiries regarding public transport
  • BOH Data processing for travel cards, web enquiries
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Answered constant flow of customer calls with minimal wait times.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Updated account information to maintain customer records.

SENIOR ADMINISTRATION OFFICER

RSL CARE
09.2014 - 03.2017
  • Provide a wide range of administrative support to the unit
  • Produce daily, weekly, and monthly reports
  • Payment of invoices and petty cash
  • Maintaining office supplies, managing deliveries, organizing maintenance/faults
  • Manage appointment diary, book flights and accommodation for leadership team.
  • Provided continuous quality review and spearheaded procedures and processes for program improvement.
  • Prepared reporting and documentation to support effective divisional, functional and strategic business activity.
  • Reported building and facility repairs, defects and security issues to contractors and monitored progress toward resolutions.
  • Developed and implemented business administration systems, databases and recording systems to support operational delivery.

Skills

  • Organized
  • Leadership experience
  • File Management
  • Customer Service Process Improvement
  • Database Administration
  • Account Reconciliation
  • Office Supplies and Inventory
  • Transport Logistics
  • Document Uploading
  • Report Generation
  • File Maintenance
  • Greeting Visitors
  • Logistics Support Services
  • Staff Meetings
  • Correspondence Preparation

Accomplishments

  • Supervised team of 17 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification

First Aid

CPR

Mental Health First Aid

Timeline

LOGISTICS ADMINISTRATION OFFICER

THE LOTTERY CORPORATION
10.2021 - Current

CUSTOMER SERVICE CONSULTANT

TABCORP CORPORATION LIMITED
01.2020 - 09.2021

TEAM LEADER

STELLAR ASIA PACIFIC
10.2018 - 12.2019

CUSTOMER SERVICE CONSULTANT

STELLAR ASIA PACIFIC
03.2017 - 09.2018

SENIOR ADMINISTRATION OFFICER

RSL CARE
09.2014 - 03.2017

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