Summary
Overview
Work History
Education
Skills
Experience Highlights
References
Timeline
Generic

Jenny Fowler

Gatton,Queensland

Summary

Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.

Overview

26
26
years of professional experience
3
3
years of post-secondary education

Work History

P&C Treasurer, Secretary & Uniform Co-ordinator (volunteer)

Tent Hill Lower State School
01.2018 - Current
  • Attend and participate actively in P&C meetings
  • Compose monthly minutes via Microsoft Word and distribute copies to all members
  • Archive documents using organised storage system so can be easily recovered later
  • Use P&C cash sheet in Excel to record all P&C money transactions
  • Write cheques, deposits
  • Support school by performing general office duties on needed basis
  • Sort, organised, and executed school’s new uniform style
  • Planned, developed, and implemented policies and procedures for school uniform ordering process
  • Prepare documentation for easy uniform ordering
  • Complete monthly uniform stocktakes
  • Liase with local and national businesses
  • Consistently receive positive evaluations from parents and school staff
  • Operate EFTPOS machine
  • Cash handling.
  • Worked with 4 executives to create annual budget and track actual expenses against projected expenses
  • Planned and managed annual budgets, tracking expenses, and investigating discrepancies to maintain optimal controls
  • Oversaw accounts payable and receivable operations

Office Manager

RJF Installations PTY LTD
01.2012 - Current
  • Obey policy guidelines, company compliance and OH&S regulations
  • Use MYOB, Microsoft Office applications, including Word, PowerPoint, and Excel daily
  • Manage stationery and other office supply inventory and purchase new products when necessary
  • Support company by performing general office duties on as needed basis.
  • Created, maintained and updated filing systems for paper and electronic documents
  • Updated reports, managed accounts, and generated reports for company database
  • Developed and maintained successful relationships with vendors, suppliers and contractors
  • Coordinated special projects and managed schedules
  • Reported to senior management on organizational performance and progress toward goals
  • Improved safety procedures to promote employee well-being and safety and protect company from potential liability
  • Successfully managed budgets and allocated resources to maximize productivity and profitability
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Controlled finances to lower costs and keep business operating within budget.
  • Developed detailed plans based on broad guidance and direction.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established team priorities, maintained schedules and monitored performance.

Claims Processor Life & Superannuation

Suncorp
07.1999 - 07.2003
  • Utilized specialized software to process incoming claims, enter data and generate reports.
  • Managed workload and priorities to meet claims processing meet deadlines.
  • Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
  • Followed up with customers on unresolved issues.
  • Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
  • Reviewed applications and supporting documents to verify claims eligibility and accuracy.
  • Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
  • Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
  • Evaluated accuracy and quality of data entered into agency management system.
  • Developed and implemented quality assurance processes to check accuracy of claims processing.
  • Monitored claims processing trends to identify potential areas of improvement.
  • Established positive and trusting relationships with injured clients, administering efficient customer service and processing claims quickly.
  • Tracked and reported on claims processing metrics to aid senior management in making informed decisions.
  • Collaborated with claims department and industry anti-fraud organizations to resolve claims.
  • Generated, posted and attached information to claim files.
  • Identified and reported potential fraud or abuse related to claims to protect system's integrity.
  • Checked documentation for accuracy and validity on updated systems.
  • Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
  • Verified client information by analyzing existing evidence on file.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Prepared insurance claim forms or related documents and reviewed for completeness.
  • Posted payments to accounts and maintained records.
  • Calculated adjustments, premiums and refunds.
  • Processed and recorded new policies and claims.
  • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Communicated effectively with staff members of operations, finance and clinical departments.
  • Modified, updated and processed existing policies.
  • Communicated verification and authorization status updates with Life & Super department to facilitate decision-making for patient admissions and insurance coverage.
  • Coordinated with contracting department to resolve payer issues.
  • Notified insurance agents and accounting departments of policy cancellations and changes.

Customer Service Officer-CTP Injury Claims

Suncorp
01.1998 - 01.1999
  • Assisted operation support manager by performing requested office tasks
  • Ensured that all work was produced in accordance with policy guidelines and company compliance
  • Sorted and delivered mail and packages to over 100 employees to various departments
  • Collaborated with department co-workers and played active role in projects and meetings
  • Organised, scheduled, and planned project and team meetings
  • Collated and archived documents in well organised manner
  • Interviewed job candidates and assisted with selection and recruitment processes
  • Ordered stationary and other office products as needed.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Assisted call-in customers with questions and orders
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
  • Responded to customer calls and emails to answer questions about products and services
  • Communicated with clients regarding account services, statements, and balances
  • Completed data entry to record call notes, suggestions and questions
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track
  • Provided primary customer support to internal and external customers
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas
  • Established and accurately prepared customers accounts to complete new purchases
  • Promoted company brand and unique offerings through personalized customer service
  • Set up service appointments to handle advanced technical concerns at customer locations
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Updated account information to maintain customer records
  • Processed customer service orders promptly to increase customer satisfaction
  • Participated in team meetings and training sessions to stay informed about product updates and changes
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Responded to customer requests for products, services, and company information
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Utilized customer service software to manage interactions and track customer satisfaction
  • Tracked customer service cases and updated service software with customer information
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management
  • Developed customer service policies and procedures to meet and exceed industry service standards
  • Investigated and resolved customer inquiries and complaints quickly
  • Exhibited high energy and professionalism when dealing with clients and staff
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Met customer call guidelines for service levels, handle time and productivity
  • Delivered prompt service to prioritize customer needs
  • Maintained up-to-date knowledge of product and service changes
  • Responded proactively and positively to rapid change
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Educated customers about billing, payment processing and support policies and procedures
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Sought ways to improve processes and services provided
  • Managed timely and effective replacement of damaged or missing products
  • Trained new personnel regarding company operations, policies and services
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
  • Enhanced productivity levels by anticipating needs and delivering outstanding support
  • Promoted available products and services to customers during service, account management, and order calls
  • Cross-trained and provided backup support for organizational leadership
  • Trained staff on operating procedures and company services
  • Developed and updated databases to handle customer data
  • Increased efficiency and team productivity by promoting operational best practices
  • Reached out to customers after completed sales to suggest additional service or product purchases
  • Cross-trained and backed up other customer service managers
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Increased efficiency and performance by monitoring team member productivity and providing feedback
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives
  • Implemented and developed customer service training processes
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols
  • Created and maintained detailed database to develop promotional sales
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
  • Resolved associate, tool and service delivery issues revealed by statistical reports
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Communicated with clients regarding account services, statements, and balances.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided primary customer support to internal and external customers.
  • Completed data entry to record call notes, suggestions and questions.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Set up service appointments to handle advanced technical concerns at customer locations.
  • Promoted company brand and unique offerings through personalized customer service.
  • Established and accurately prepared customers accounts to complete new purchases.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Sought ways to improve processes and services provided.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Cross-trained and provided backup support for organizational leadership.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Developed and updated databases to handle customer data.
  • Cross-trained and backed up other customer service managers.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Investigated and resolved accounting, service and delivery concerns.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Implemented and developed customer service training processes.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Created and maintained detailed database to develop promotional sales.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Education

Certificate IV in Business - Leadership - Business

Foundation Education
On Line
02.2022 - 11.2024

Statement of Attainment in Business - Business Administration

Cengage Education
On Line
01.2010

New Skills Business Program - General Office Services

Lorraine Martin College
Brisbane, QLD
07.1998

High School Year 12 - High School

Lockyer District High School
Gatton, QLD
01.1991

Skills

  • Empathy
  • Positive attitude
  • Show initiative
  • Creativity
  • Leadership
  • Organisation
  • Problem solving
  • Teamwork
  • Volunteer scheduling
  • Strategic planning
  • Scheduling
  • Technical Support
  • Time management

Experience Highlights

  • Enthusiastic about office work and share my workplace enthusiasm with my co-workers.
  • Active member of Tent Hill Lower State School P&C (Secretary, Treasurer & Uniform Co-Ordinator).
  • Dedicated to completing tasks in a complete and efficient manner.
  • Strong written and oral communicator with advanced people skills.
  • Excellent organisational skills.
  • Collaborative employee who is willing to sharing resources and information to help others succeed.
  • Sensitive to individual and company needs.
  • Able to build and maintain business relationships because of my warm and positive rapport with colleagues.
  • Computer savvy with knowledge of the Microsoft Office Suite.
  • Advanced understanding of OH&S rules and company procedures.
  • Experienced training new employees.
  • Holder of a current 'C' class driver's licence.
  • Holder of a 'Working with Children - Blue Card'
  • Current First Aid Certificate
  • Covid-19 vaccinated

References

  • Christine Allen, Principal, Tent Hill Lower State School, 0457 031 553
  • Melissa Graffunder, P & C President, Tent Hill Lower State School, 2014-01-01, 2021-01-01, 0418 186 136
  • Robert Fowler, RJF Installations PTY LTD, 0408 721 297

Timeline

Certificate IV in Business - Leadership - Business

Foundation Education
02.2022 - 11.2024

P&C Treasurer, Secretary & Uniform Co-ordinator (volunteer)

Tent Hill Lower State School
01.2018 - Current

Office Manager

RJF Installations PTY LTD
01.2012 - Current

Claims Processor Life & Superannuation

Suncorp
07.1999 - 07.2003

Customer Service Officer-CTP Injury Claims

Suncorp
01.1998 - 01.1999

Statement of Attainment in Business - Business Administration

Cengage Education

New Skills Business Program - General Office Services

Lorraine Martin College

High School Year 12 - High School

Lockyer District High School

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