Jessica Junker
Umina Beach,Australia
Summary
Customer experience and operations specialist with a proven track record of improving service delivery, streamlining processes, and supporting business growth. Experienced in managing corporate accounts, coordinating high-volume training and certification programs, and driving engagement strategies across B2B, and B2C environments. Adept at using CRM, LMS, and digital tools to optimise workflows and reporting. Known for proactive problem-solving, clear communication, and a commitment to exceptional service. Recognised for mentoring peers, leading improvements, and enhancing customer satisfaction across diverse industries.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Certification Program Coordinator
Society of Consumer Affairs Professionals (SOCAP)
Sydney, Australia
08.2023 - 04.2025
- Managed all aspects of the SOCAP Certification Program, overseeing enrolments, assessments, LMS usage, member communications, and compliance tracking.
- Streamlined manual processes across the four core components of the SOCAP Certification (learning modules, online assessments, LMS, and alumni events), reducing errors and increasing operational efficiency.
- Identified and implemented automation opportunities within the LMS and reporting workflows, significantly simplifying backend processes and improving system reliability.
- Collaborated with internal and external stakeholders, including LMS developers, to maintain and enhance the SOCAP Certification platform — improving functionality, reporting, and staying current with updates.
- Served as the primary point of contact for individual participants and large corporate cohorts — managing registrations, delivering onboarding sessions, generating custom progress reports, and conducting regular check-in calls to support certification completion.
- Administered monthly and annual audits of SOCAP Certification records and followed up with members to ensure compliance with program requirements.
- Updated and maintained SOCAP Certification procedures, and member-facing collateral, including welcome guides, FAQs, and instructional content.
- Coordinated in-person and virtual logistics for SOCAP Certification-related events and supported operational delivery of SOCAP’s 3.5-day annual conference.
- Used Google Analytics and Search Console insights to improve website content, enhancing user experience and search performance.
Customer Service Officer
Talent Connect Australia (Contract working at Mastercard)
St Leonards, Australia
01.2023 - 08.2023
- Provided high-quality inbound and outbound customer service on behalf of Mastercard, achieving a 100% rating on quality assurance surveys.
- Responded to enquiries related to orders, returns, quotes, and product information, offering cross-sell and upsell solutions to match customer needs.
- Accurately documented interactions and updated customer records using internal CRM systems, maintaining compliance with Mastercard procedures.
- Consistently exceeded KPIs for schedule adherence, efficiency, and customer satisfaction in a fast-paced contact centre environment.
- Assisted the Team Leader in coaching underperforming team members, supporting improvements in KPI and QA results through peer training and feedback.
- Completed regular training on Mastercard’s evolving product offerings, promotions, and policies to ensure service accuracy and compliance.
- Earned multiple awards including Top Quality Award, Operational Excellence, Quality Assurance Award, and Customer Service Champion Award.
- Supported team culture by organising internal engagement events and sharing performance insights to drive motivation and continuous improvement.
Administration Assistant
Kids & Co Clinical Psychology
Balgowlah, Australia
11.2022 - 01.2023
- Managed client intake calls and appointment scheduling using PowerDiary, ensuring professional and sensitive communication.
- Maintained accurate client records and processed Medicare claims and payments.
- Directed messages to clinicians and supported clinical staff with administrative tasks.
- Welcomed clients and assisted with enquiries, maintaining a positive office environment.
- Supported clinic operations including stock management, mail handling, and office upkeep.
Customer Care Consultant
The 4% Club
NSW, Australia
03.2022 - 08.2022
- Conducted scheduled onboarding calls to guide women through menopause or hypothyroidism on how to access program resources, set expectations, and start their wellness journey.
- Managed retention and cancellation prevention calls by providing empathetic, tailored support to motivate members to continue, addressing individual challenges, and reinforcing weekly nutritionist coaching benefits.
- Maintained accurate member records, and tracked engagement metrics using HubSpot and Asana to support program success.
Membership and Operations Manager
Society of Consumer Affairs Professionals (SOCAP)
Bondi Junction, Australia
08.2018 - 10.2021
- Managed 100+ B2B corporate memberships across Australia and NZ, overseeing renewals, invoicing via Xero, billing follow-ups, and reporting to support retention and revenue growth.
- Led end-to-end logistics for public and in-house training programs and a major annual conference, coordinating venues, catering, facilitators’ travel, client liaison, and volunteer management.
- Developed and executed a targeted membership engagement strategy to boost retention and re-engage low-activity members, supported by data-driven insights and regular reporting including quarterly board reports.
- Played a key role in migrating CRM systems from Regonline to Membes, optimising workflows, conducting system audits, maintaining data accuracy, and training team members.
- Created and managed marketing communications using Mailchimp, including EDMs and LinkedIn content, leveraging Google Analytics to measure campaign effectiveness.
- Administered website updates, managed feedback surveys via SurveyMonkey, and produced event recordings for online member access.
- Drafted operational procedures and workflow manuals to standardise processes and improve team efficiency.
- Maintained strong relationships with internal teams, members, and external stakeholders through regular communication and event networking.
Assistant Studio Manager
Soulful Fitness
Lane Cove, Australia
07.2017 - 08.2018
- Trained staff on Mindbody software to improve operational consistency and efficiency.
- Managed memberships, suspensions, cancellations, and sales activities, achieving retention and member satisfaction goals.
- Conducted facility tours, handled inbound/outbound prospect calls, and supported sales with a focus on meeting membership targets.
- Executed daily administrative duties including cash handling, data entry, opening/closing procedures, and facility upkeep.
- Developed and launched a 30-day fitness challenge, boosting member engagement and retention.
- Built strategic community partnerships and conducted outreach to local businesses and events to increase brand visibility and generate leads.
- Maintained cleanliness and presentation of the facility, ensuring equipment and common areas met hygiene standards.
- Taught Barre fitness classes at Soulful Fitness until 2022, enhancing member experience and class engagement.
Health Plan Specialist
Hawaii Medical Service Association
Honolulu, USA
08.2013 - 03.2017
- Delivered in-person support for health plan sales, enrollments, and complex customer enquiries, creating a positive and engaging experience aligned with HMSA’s service values.
- Assisted members with claims, benefit explanations, and billing issues, resolving concerns with empathy and accuracy.
- Built trusted relationships with members, becoming a go-to advisor for health plan support and solutions.
- Recognised as the team’s Customer Relations Expert, mentoring peers in handling escalations and delivering consistent, high-quality service.
- Managed over 40 small business accounts, supporting seamless health plan administration and maintaining high client satisfaction.
- Conducted internal training on service and sales strategies, strengthening team performance and customer outcomes.
- Awarded Employee of the Quarter for delivering exceptional member service and problem resolution.
Education
Bachelor of Science - Psychology
California State University San Marcos
California, USA05.2013
Skills
- Customer service and support
- Relationship management
- Membership administration
- Administrative operations
- Process optimisation
- Database management
- Event planning and coordination
- Team training and development
- Problem solving
- Communication skills
- Adaptability and flexibility
- Emotional intelligence
- Learning management systems
- Time management
References
References available upon request.
Certification
- Certified Digital Marketing Specialist | Digital Marketing Institute | April 2021
Timeline
Certification Program Coordinator
Society of Consumer Affairs Professionals (SOCAP)
08.2023 - 04.2025
Customer Service Officer
Talent Connect Australia (Contract working at Mastercard)
01.2023 - 08.2023
Administration Assistant
Kids & Co Clinical Psychology
11.2022 - 01.2023
Customer Care Consultant
The 4% Club
03.2022 - 08.2022
Membership and Operations Manager
Society of Consumer Affairs Professionals (SOCAP)
08.2018 - 10.2021
Assistant Studio Manager
Soulful Fitness
07.2017 - 08.2018
Health Plan Specialist
Hawaii Medical Service Association
08.2013 - 03.2017
Bachelor of Science - Psychology
California State University San Marcos
Similar Profiles
Tarishi AgrawalTarishi Agrawal
Senior Young Professional at Ministry of Consumer Affairs, Food & Public DistributionSenior Young Professional at Ministry of Consumer Affairs, Food & Public Distribution
Dana L. IrvingDana L. Irving
Office services supervisor II at DCA/Dept. of Consumer affairsOffice services supervisor II at DCA/Dept. of Consumer affairs
Felipe RojasFelipe Rojas
Senior IT Tech Support Analyst at Dept. of Consumer & Business AffairsSenior IT Tech Support Analyst at Dept. of Consumer & Business Affairs
Rachel CeleaRachel Celea
Volunteer Coordinator at face paintingVolunteer Coordinator at face painting
Claudine WrayClaudine Wray
Waitress at Saddles RestaurantWaitress at Saddles Restaurant