Jessica Banks
Somerville,VIC
Summary
Tenacious Client Service Executive with over 10 years of successful experience across private, government and non for profit sectors. Leadership and management experienced. Committed to bettering the client service experience with timely assistance and helpful feedback. Confident and reliable with exceptional interpersonal communication and multitasking abilities. Passionate about creating organisational success.
Overview
13
13
years of professional experience
Work History
Client Services Officer
Victorian Institute of Forensic Medicine
09.2023 - Current
- Responsible for day-to-day support requirements in Forensic Services, including scientific services
- Duties include case management tasks, overseeing forensic casework processes, and supporting record management functions within Forensic Sciences.
- Managing medicolegal expert opinions with Victoria Police and senior specialist physicians
- Liaising with stakeholders on court matters and issuing correspondence where required
- Built strong relationships with clients through effective communication and understanding their needs.
- Mentored junior team members by sharing industry knowledge and best practices for exceptional customer service delivery.
- Conducted regular reviews of existing accounts, recommending adjustments and enhancements as needed.
- Resolved escalated customer issues promptly, fostering trust and demonstrating commitment to outstanding service.
Ongoing Support Manager
Disability Employment Service / Campbell Page
05.2022 - 09.2023
- Responsible for the support, training, and supervision of Ongoing Support Consultants
- Built a successful team of ongoing support consultants and achieved significant revenue for the business through successful end-to-end employment claims.
- Case management for complex and higher needs clientele
- Exceeded revenue records
- Monitored employee and customer interactions to assess quality of service.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
In Work Support Consultant
Disability Employment Service / Campbell Page
06.2021 - 05.2022
- Managed clients with barriers, injury, illness, and disadvantage to build better working lives
- Provided quality post-placement support, liaised with employers, and obtained evidence to track claim outcomes for the company.
- Streamlined support processes for improved efficiency and reduced response times.
- Managed high-priority cases with diligence, ensuring timely resolution and minimal disruption to client operations.
- Maintained detailed records of all support interactions, enabling accurate reporting and informed decision making.
- Tailored support strategies to meet the unique needs of individual clients, promoting long-term success and client retention.
Customer Solutions Coordinator
Aggreko Generator Rentals
08.2019 - 05.2021
- Responsible for managing the relationship with customers throughout the end-to-end hire duration
- Handled sales quotes, contract management, coordination of transport and invoicing, and managed customer experiences.
- Maintained high profile accounts with excellence in service
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
Further Education Support Adviser
(DfE) Department for Education
08.2017 - 05.2019
- Handled queries relating to policy and coding for monthly funding submissions
- Provided support and advice to providers, colleagues, and learners within the DfE space.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Assisted in the development of training materials for new advisors, improving overall team performance.
Interpreter Liaison/Program Support Officer
Department of Immigration and Border Protection
01.2013 - 01.2017
- Coordinated interpreters within irregular maritime arrivals
- Managed complaints, recorded interpreter medical information, and allocated interpreters to on-demand jobs.
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Prepared for interpreting tasks by researching and gathering information about tasks beforehand.
- Enabled effective communication during crisis situations, remaining calm under pressure while delivering advice quickly and efficiently.
- Developed a strong network of professional contacts, fostering collaborative relationships with fellow interpreters and industry professionals.
National Resolutions Consultant
Australia Post
02.2011 - 04.2012
- Reported, investigated, and responded to high-level complaints
- Defended Australia Post action within the complaints field.
- Issued correspondences to the Postal Industry Ombudsman and members of Parliament on complex complaints
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Maintained database systems to track and analyze operational data.
Education
Skills
- Excellent problem-solving skills
- Claims management experience
- Extensive legislative, policy, and procedural-based experience
- Great team building skills
- Excellent time management skills
- High level of accuracy and attention to detail
- Excellent written and verbal communication skills
- High-level administrative skills
- Experienced in legal procedures and conflict resolution
- Ability to quickly develop strong relationships
References
References can be provided upon request.
Timeline
Client Services Officer
Victorian Institute of Forensic Medicine
09.2023 - Current
Ongoing Support Manager
Disability Employment Service / Campbell Page
05.2022 - 09.2023
In Work Support Consultant
Disability Employment Service / Campbell Page
06.2021 - 05.2022
Customer Solutions Coordinator
Aggreko Generator Rentals
08.2019 - 05.2021
Further Education Support Adviser
(DfE) Department for Education
08.2017 - 05.2019
Interpreter Liaison/Program Support Officer
Department of Immigration and Border Protection
01.2013 - 01.2017
National Resolutions Consultant
Australia Post
02.2011 - 04.2012
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