Jessica Brown
Summary
Outgoing administrative officer with expertise in human resources and customer service in fast-paced environments. Sound experience in completing various clerical tasks including managing data and controlling record keeping, excellent customer service and team management. Self-motivated with an eagerness to learn and will quickly adapt to a team or individual environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
HR and Injury Management Advisor
People and Performance - ACT Public Service
09.2024 - Current
- Provided general advice responses in a timely manner to both the Injury Management and HR Business Partner email inbox.
- Provided the first line of response to the HR Business Partner hotline, provided general assistance and advice or referral to the appropriate function within the People and Performance branch or broader ACT Government entities.
- Assisted with processing of third-party requests with Shared Services, Strategic Finance and external providers, such as early intervention physiotherapy services.
- Distributed workers compensation claim packages to injured or ill workers and/or relevant stakeholders where required.
- Compiled employment chronologies for Business Partner and Injury Management matters including Ministerial responses, Human Rights Commission responses, Freedom of Information requests and Administrative Appeals Tribunal matters.
- Assisted in the review, researching and collation of policies, procedures, guidelines, templates and process documents where required.
- Maintained records, including file searches and retrievals using TRIM. Including, filing of confidential medical evidence, and graduated return to work.
HR Officer
People and Performance - ACT Public Service
09.2023 - 09.2024
- Ensured preparation and delivery of response to information sharing requests and statutory notifications are completed within legislative timeframes.
- Ensured case tracking and filing through TRIM are up to date each week.
- Ensured enquiries received in team mailboxes are actioned and responded to appropriately and in a timely manner.
- Prepared various reports on People Cases statistics and updates to inform key stakeholders.
- Provided administrative support to the People Cases team and wider People and Conduct team when required.
- Assisted with file searches, request and retrievals.
- Handled sensitive information discreetly and maintaining confidentiality of personal data.
- Assisted in the creation of engaging training materials, including presentations, handouts, and interactive activities.
Customer Service Agent
Shared Services, ACT Public Service
09.2021 - 09.2023
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Answered employee general inquiries regarding HR, Payroll, Recruitment and Finance.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Effective liaison between customers and internal departments.
- Interacted with customers by phone, email or live chat to provide information.
- Sorted and distributed mail correspondence between departments and personnel.
- Completed data entry in SNOW to record call notes, questions and actions.
- Updated CHRIS21 database with employee change of details.
- Provided primary customer support to internal and external customers
- Demonstrated respect, friendliness and willingness to help wherever needed
- Collaborated with team members to achieve target results
Senior Customer Service Agent
Shared Services, ACT Public Service
08.2022 - 08.2022
- Supported team with advising on queries within the scope of team's knowledge on Recruitment, Pay and Finance queries.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Carried out day-day-day duties accurately and efficiently.
- Supervised operations team to support operational excellence and excellent customer service.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Assisted training staff in processing customer requests in inboxes, SNOW and Finance systems
Receptionist
Vikings
07.2021 - 09.2021
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Greeted all members, guests and vendors in a friendly manner, assisted when possible by handling questions personally, or referring to appropriate personnel.
- Created, updated and filed physical records and digital files to maintain current, accurate documentation.
- Undertook word processing, spreadsheet and data entry as required.
- Answered telephone calls from enquiries from members, vendors and other callers providing them with accurate information or connecting them with the appropriate faculty.
- Provided clerical support to management by copying, filing and sending out documents to clients.
- Followed and kept updated on all state laws for gambling policies.
- Sorted and distributed office mail and invoices.
- Ensured smooth communication between all staff members and customers.
- Abided by cleaning schedules and sanitised equipment to adhere to health department and COVID-19 standards.
Bar Supervisor/Functions Administration Assistant
Zoo Bar
09.2019 - 06.2021
- Kept track of bar inventories and notified management of ordering needs regarding liquor, wine and bar and drink supplies.
- Kept record of reservations, customer requests and available tables after seating each patron using website, The Fork.
- Ensured managers were notified of large reservations and full house in order to staff accordingly.
- Ensured dining room and staff were prepared for excepted customer loads.
- Ensuring smooth communication between all staff members, security and customers.
- Delegation of tasks to ensure high standards.
- Staff training including bartenders, waitresses and bar backs.
- Created cleaning schedules, restocking items and sanitising equipment to adhere to health department and COVID-19 standards.
- Handled customer concerns, complaints and queries to high standard to ensure customer satisfaction and long-term loyalty.
- Implemented and completed bar opening and closing procedures.
- Cash handling and till operations.
- Polished glassware, cleared tables and cleaned customer areas.
- Took customer orders and maintained high standards of customer service by staying up to date on beverage specials and menu options to provide food recommendations for guests.
- Followed and kept updated on all state laws for alcohol service.
- Sorted and distributed office mail and invoices.
- Created, updated and filed physical records and digital files to maintain current, accurate documentation.
- Undertook word processing, spreadsheet and data entry as required.
- Answered telephone calls from enquiries from customers, vendors and other callers providing them with accurate information or connecting them with the appropriate faculty.
- Scheduled on-site meetings for clients.
- Provided clerical support to management by copying, filing and sending out documents to clients.
Store Manager
SPAR
12.2018 - 09.2019
- Handled customer enquiries and complaints to high standard to ensure customer satisfaction and long term loyalty.
- Trained junior staff in all faculties.
- Ensured smooth communication between all staff members and customers.
- Created cleaning schedules and sanitised equipment to adhere to health department and COVID-19 standards.
- Rotated merchandise and displays to feature new products and promotions.
- Rotated stock to achieve optimum appeal and minimize shrinkage.
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through smooth communication and positivity.
- Protected store from loss or theft by setting, training and enforcing clear security procedures.
- Managed inventory levels of product within store to avoid shrink and waste, placed orders for inventory and documented stocktakes.
- Answered telephone calls from enquiries from customers, vendors and other callers providing them with accurate information or connecting them with appropriate faculty.
- Set rosters for staff by planning and designating shifts and required using Easy Employer.
Bartender
Cuckoos Nest
02.2018 - 05.2018
Bartender
Underbelly
11.2017 - 01.2018
School Secretary/Student Services
Gungahlin College
01.2017 - 06.2017
- Transferred calls, took messages, answered queries and directed calls to appropriate faculty areas.
- Greeted all parents, students and visitors in a friendly manner, assisted when possible by handling questions personally, or referring to appropriate personnel.
- Sorted and distributed incoming and outgoing mail, email and faxes.
- Undertook word processing, spreadsheet and data entry tasks as required.
- Created, ordered, archived and filed physical student records to maintain current, accurate documentation.
- Responded to parent queries and concerns, student enquiries regarding time table issues, absenteeism, attendance and general queries.
- Maintained accurate records of student absenteeism using Appsence and liaised with appropriate teachers in regards to student absenteeism.
- Set up Appsense account for students, staff and parents, including password resets for both Appsense and Schoology.
- Synced general data from MAZE to Appsence.
- Abided by school procedures and policies.
- Maintained effective communication between staff, parents and students.
- Developed effective time management and organizational skills from working in a busy school setting.
Manager/Retail Assistant
SPAR
04.2010 - 12.2016
Crew Member
McDonald's
09.2009 - 04.2010
Education
High School Diploma -
USCC Lake Ginninderra College
Canberra12.2011
Skills
- Microsoft Office Suite
- Multitasking and Time Management
- Verbal and Written Communication
- Document and File Management
- Fast Learner
- Data Entry
- Customer Service
- Hospitality and Guest Service
- Team Management
- Supply Management
Certification
- RSG Certificate - 2021
- RSA Certificate - 2019
- RSA UK Certificate - 2017
- Statement of Attainment
Make Up for Media. - 2012 - Statement of Attainment
in Bar Service - 2011
Referees
Jess Jopling
Director
HR Business Partners
6207 1982
Jess.Jopling@act.gov.au
Mel Garcia
Assistant Director
People Cases
6205 6939
Mel.Garcia@act.gov.au
Timeline
HR and Injury Management Advisor
People and Performance - ACT Public Service
09.2024 - Current
HR Officer
People and Performance - ACT Public Service
09.2023 - 09.2024
Senior Customer Service Agent
Shared Services, ACT Public Service
08.2022 - 08.2022
Customer Service Agent
Shared Services, ACT Public Service
09.2021 - 09.2023
Receptionist
Vikings
07.2021 - 09.2021
Bar Supervisor/Functions Administration Assistant
Zoo Bar
09.2019 - 06.2021
Store Manager
SPAR
12.2018 - 09.2019
Bartender
Cuckoos Nest
02.2018 - 05.2018
Bartender
Underbelly
11.2017 - 01.2018
School Secretary/Student Services
Gungahlin College
01.2017 - 06.2017
Manager/Retail Assistant
SPAR
04.2010 - 12.2016
Crew Member
McDonald's
09.2009 - 04.2010
High School Diploma -
USCC Lake Ginninderra College
Similar Profiles
DEEPA WALIADEEPA WALIA
Chief Responsibilities at Australian Public Service APS - ACT Education DirectorateChief Responsibilities at Australian Public Service APS - ACT Education Directorate
Amber HinojosaAmber Hinojosa
SENIOR HUMAN CAPITAL CONSULTANT at PEOPLE PERFORMANCE RESOURCES, LLCSENIOR HUMAN CAPITAL CONSULTANT at PEOPLE PERFORMANCE RESOURCES, LLC
Joel PegramJoel Pegram
Paramedic at ACT Ambulance Service (LWOP)Paramedic at ACT Ambulance Service (LWOP)
Peter NghePeter Nghe
<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited
Danielle ForbesDanielle Forbes
Injury Management Advisor at Anglicare Southern Queensland - Corporate OfficeInjury Management Advisor at Anglicare Southern Queensland - Corporate Office