Jessie Viola
NSW Department of Education
Sydney,NSW
Work Preference
Work Type
Full Time
Location Preference
On-SiteRemote
Location:
Sydney, NSW
Open to relocation:
No
Minimum Desired Compensation
$85000/yr
Important To Me
Work-life balanceFlexible work hoursWork from home option
7
Years of Experience in Education
16
Years of experience
Experienced administrator and education leader specialising in student administration and operational management within public education. Skilled in providing specialised advice and complex transactional support, budget reconciliation, and supplier communication. Effectively leverages software tools like SAP and Excel to manage competing priorities while ensuring compliance and quality assurance in student services.
Work History
Head Teacher Administration - Part-time
8 Months- Managed daily operations, prioritizing urgent tasks and ensuring timely completion of administrative processes, contributing to efficient school functioning.
- Maintained accurate and confidential records, coordinating effectively with staff and external stakeholders to enhance communication.
2IC Head Teacher HSIE
7 Years 1 Month- Administered faculty budgets through purchase reconciliation and discrepancy investigation to preserve financial accuracy.
- Addressed parent inquiries and complaints to enhance communication and reinforce trust within the school community.
- Assessed children to identify individuals in need of additional support and created strategies to enhance assistance.
- Worked alongside teaching staff to measure individual progress and advise appropriate learning plans.
- Diagnosed learning gaps with individual students and customised lessons to address needs.
- Designed engaging, dynamic lessons focusing on improving students’ written and verbal communication skills.
- Supported a consistent, positive, professional classroom environment across the school year.
Education Coordinator
3 Years- Aligned scheduling and logistics for classes and events to support smooth execution and participant engagement.
- Coordinated invoice issue resolution with schools and the accounts payable team, ensuring timely payments and accurate financial records.
- Evaluated methods and tools to support student success through project-based learning.
- Analysed customer sales trends and data to inform yearly sales goal targeting.
- Assessed and addressed customer requests for products, services, and company information.
- Executed all critical inter-department escalations to increase customer retention rates.
- Improved customer support by creating collaborative service environments via targeted operational initiatives.
- Ensured high-quality customer care by addressing requests, guiding product selection, and processing ordering functions.
- Partnered with sales, marketing, and management teams to implement solutions supporting shared objectives.
- Developed and maintained a detailed database supporting promotional sales.
- Reconciled unpurchased or returned items to correct shelf locations and reorganised displays to support sales.
- Reviewed accounting service and delivery issues, then resolved concerns through targeted investigation and corrective action.
- Calculated correct order totals; updated accounts; maintained detailed records for inventory management.
- Reviewed customer accounts for discrepancies, followed by error resolution.
- Verified resolved issues with customers through follow-up to sustain high standards of customer service.
- Diagnosed associate tool and service delivery issues using insights from statistical reports and resolved them.
- Served customers with exceptional service through deep product and service knowledge and creation of welcoming, positive experiences.
Customer Service Manager
2 Years 6 Months- Reviewed billing invoices, orders, and delivery discrepancies and partnered with customer schools and internal teams to resolve issues promptly.
- Sustained accurate customer and account records, enabling consistent administrative processes and effective support for customer interactions.
- Provided training and ongoing mentorship to associates on performance-oriented strategies and customer service techniques.
- Addressed customer complaints while preserving customer satisfaction and loyalty priorities.
- Evaluated employee performance to determine training needs, then defined accurate plans for decreasing process lags.
- Completed follow-through on client requests to address issues.
- Reviewed customer concerns and corrected issues to support company loyalty.
- Recorded customer service actions and discussions with accuracy for documentation purposes.
- Resolved pricing questions, confirmed inventory availability, supported order modifications, and managed shipping information.
- Coordinated with upper management to optimise customer service processes and improve support structures throughout the organisation.
- Produced and reviewed invoices, confirming accuracy.
- Managed customer issues end-to-end by following problems through resolution.
- Projecting professionalism, stayed calm while addressing unhappy or angry customers.
- Streamlined communication of customer needs to Supply Chain Capacity and Quality teams.
Store Manager
3 Years- Monitored expenditure, stock levels, and performance against budgets and sales targets to support strategic decision-making.
- Oversaw supplier deliveries and purchasing records, resolving discrepancies to ensure timely operational continuity.
Education
Master of Arts - Sydney, NSW
Bachelor of Arts - Ancient History and Studies of Religion
Certificate IV - Retail Management
Skills
Specialized student administration
Complex transactional processing
Customer service excellence
Budget reconciliation
Supplier liaison
Data management
Google Workspace
Task prioritization
Independent work
Financial oversight
Records management
SAP
Attention to detail
Confidential documentation
Project management
Timeline
Head Teacher Administration - Part-time
NSW Department of Education
01.2026 - CurrentRead More
2IC Head Teacher HSIE
NSW Department of Education
08.2019 - CurrentRead More
Education Coordinator
Eckersleys Art & Craft
08.2016 - 08.2019Read More
Customer Service Manager
Eckersleys Art & Craft
02.2014 - 08.2016Read More
Store Manager
Eckersleys Art & Craft
01.2011 - 01.2014Read More
University of New England
Master of Arts from Sydney, NSW
Read More
Sydney, NSW
Bachelor of Arts from Ancient History and Studies of Religion
Read More
Ultimo
Certificate IV from Retail Management
Read More