JIBIN JOSEPH
Brisbane,QLD
Summary
Dynamic Senior Administration Officer with proven expertise at Amma's Care Services, excelling in stakeholder liaison and compliance management. Adept at enhancing operational efficiency through effective problem-solving and meticulous record-keeping. Recognized for fostering team collaboration and delivering exceptional customer service, ensuring seamless office functionality and participant satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Administration Officer
Amma's Care Services
01.2025 - Current
- Answering phone calls and responding to emails professionally. Greeting visitors, staff, and participants in a respectful and inclusive manner.
- Managing filing systems – physical and electronic – to maintain accurate records. Ordering office supplies and ensuring smooth functioning of office infrastructure.
- Maintaining up-to-date participant records, including service agreements, support plans, and consents.
- Ensuring staff documentation is compliant – police checks, Working with Children Checks (WWCC), NDIS Worker Orientation, First Aid, CPR, insurance, etc. Assisting with preparation for NDIS audits by organizing required compliance documentation.
- Assisting in building and updating staff rosters. Managing last-minute shift changes and notifying support staff accordingly. Using rostering software (e.g., ShiftCare, CareMaster, Brevity) to assign and confirm shifts.
- Liaising with participants, families, support coordinators, and allied health professionals. Supporting internal staff communications and coordinating team meetings.
- Assisting with invoice creation, verification, and submission to plan managers or NDIA. Collecting intake forms, medical information, and support needs.
- Supporting recruitment and onboarding of new support workers (e.g., collecting ID, contracts, induction documents).
Administrative Officer- Preassessment Clinic
Royal Free Hospital
03.2023 - 11.2024
- Booking and confirming pre-assessment appointments based on surgical or procedure timelines.
- Greeting patients, checking them in, updating contact details, and directing them to appropriate clinicians.
- Collecting, scanning, and uploading referrals, consent forms, pre-op assessments, and test results into the patient management system.
- Accurately entering patient details, clinical notes, and appointment outcomes into hospital systems (e.g., IPM, EMR, Genie, or similar).
- Responding to patient enquiries, sending reminders, and coordinating with other departments (e.g., surgical wards, pathology, allied health).
- Monitoring no-show rates, cancellations, and follow-ups to reduce surgical delays.
- Providing clear information to patients about what to expect during their pre-assessment visit and ensuring a welcoming environment.
- Helping clinicians locate patient notes, manage workflow, and troubleshoot booking issues.
- Working with theatre booking teams, allied health, and inpatient units to align pre-assessment timing with surgical dates.
Administrator-Retail Sales
RGB Direct Electrical Super Store
12.2021 - 02.2023
- Accurately enter customer orders into sales systems (e.g., SAP, MYOB, NetSuite) and ensure timely fulfilment and invoicing.
- Monitor stock levels, liaise with warehouse teams, and assist with reordering to maintain adequate stock levels.
- Handle customer enquiries via phone, email, or in-store regarding product availability, pricing, order status, and delivery timelines. Log and resolve complaints, returns, or warranty claims in coordination with the customer service or warehouse team.
- Generate and analyse weekly/monthly sales reports and provide insights to sales managers. Keep customer details, pricing records, and sales history up to date in CRM systems.
- Ensure sales admin processes comply with company policies on pricing, refunds, data privacy, and inventory handling. Recommend and help implement improvements to streamline sales administration and enhance customer experience.
Assistant Manager-Call Centre
Transguard Group
12.2018 - 12.2020
- Oversee daily operations of call centre agents, ensuring adherence to scripts, protocols, and performance standards.
- Track KPIs such as average handling time, first call resolution, customer satisfaction, and call quality.
- Organise rosters, manage breaks, and ensure adequate coverage during peak hours and staff absences.
- Compile daily, weekly, and monthly reports on call volumes, service levels, and agent performance for senior management.
- Identify inefficiencies in workflows or systems and contribute to continuous improvement initiatives.
- Assist in training new hires on call centre systems, scripts, and customer service standards. Organise refresher training and support agents in developing product knowledge, conflict resolution, and communication skills.
- Resolve complex or high-priority customer issues that frontline agents cannot address. Liaise with internal departments or external clients to align call centre outputs with business needs.
- Support the configuration and maintenance of call centre software, CRM tools, and telephony systems.
- Ensure the team complies with relevant legislation (e.g. privacy laws, industry regulations) and internal procedures.
Supervisor-Incident Management Centre
G4S Secure Solutions
07.2014 - 12.2018
- Monitor, manage, and coordinate response to incidents (e.g. client safety issues, service disruptions, system outages, emergency alerts).
- Lead the on-duty team during allocated shifts to ensure continuous 24/7 monitoring and effective response to critical incidents. Provide rapid support and escalate incidents as necessary in accordance with risk level and protocols.
- Ensure all incidents are recorded accurately and promptly in the relevant system (e.g. incident management software, CRM, or clinical portal).
- Provide clear instructions to call centre agents, support staff, or field workers in real-time during incidents. Support staff in understanding incident escalation protocols and build capability in incident response.
- Act as point-of-contact during incidents between frontline teams, compliance staff, and senior management.
Education
MBA - Operations Management
Jaipur National University
Dubai, United Arab Emirates07-2016
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Anna University
Chennai, India07-2012
Skills
Communication-Clear verbal and written communication, active listening, stakeholder liaison
Organisation & Time Management-Scheduling, multitasking, meeting deadlines, prioritising tasks
Problem-Solving-Conflict resolution, decision-making under pressure, handling escalations
Team Collaboration-Working cross-functionally, coordinating with others, building team morale
Adaptability-Managing change, working in fast-paced environments, learning new systems quickly
Technical Proficiency-CRM systems, Microsoft Office (Outlook, Excel, Word), data entry, record keeping
Customer Service-De-escalating complaints, handling diverse clients, managing service expectations
Certification
- White Belt Certification- Transguard Emirates Group 2019
- Fire Warden Training- Transguard Emirates Group 2019
- Certificate of Recognition- Innovations within Cash Services- G4S Secure Solution 2018
- Advanced PHP Certified- IPSR Solutions 2012
- RHCSA & RHCE Certified-IPSR Solutions 2012
- CCNA Certified- IPSR Solutions 2012
Languages
English
Full Professional
Timeline
Senior Administration Officer
Amma's Care Services
01.2025 - Current
Administrative Officer- Preassessment Clinic
Royal Free Hospital
03.2023 - 11.2024
Administrator-Retail Sales
RGB Direct Electrical Super Store
12.2021 - 02.2023
Assistant Manager-Call Centre
Transguard Group
12.2018 - 12.2020
Supervisor-Incident Management Centre
G4S Secure Solutions
07.2014 - 12.2018
MBA - Operations Management
Jaipur National University
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Anna University
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