Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Jo-Anne King

Melbourne,VIC

Summary

Dynamic professional with a proven track record at ANZ Operations and Technology, excelling in payment processing and customer service. Demonstrated leadership and effective problem resolution skills, enhancing team productivity and operational efficiency. Adept at relationship building and community outreach, committed to fostering positive engagement and continuous improvement in all initiatives.

Overview

23
23
years of professional experience

Work History

Volunteer

Calvary Health Care Bethlehem
03.2025 - Current
  • Assisted in organizing community events to enhance local engagement and participation.
  • Collaborated with team members to distribute resources effectively during outreach programs.
  • Coordinated volunteer schedules to ensure adequate support for various initiatives.
  • Developed informational materials to educate the public about available services and resources.
  • Participated in training sessions to develop skills relevant to volunteer coordination and community service initiatives.
  • Supported engaging, fun, and smooth-running events by helping with organization and planning.
  • Maintained clean, neat, and operational facilities to serve program needs.

Payment Officer

ANZ Operations And Technology
09.2014 - 06.2023
  • Processed payment transactions efficiently, ensuring accuracy and compliance with financial regulations.
  • Assisted in reconciling discrepancies in accounts payable and receivable records.
  • Collaborated with team members to improve workflow processes for transaction handling.
  • Maintained up-to-date knowledge of payment systems and software tools utilized in operations.
  • Supported customer inquiries related to payment statuses and transaction issues promptly.
  • Monitored daily financial activities to identify potential errors and resolve them swiftly.
  • Documented transaction processes to enhance operational efficiency and training resources.
  • Participated in team meetings to discuss best practices for payment processing improvements.
  • Complied with established procedures when approving or rejecting claims.
  • Reconciled documentation against budget requirements and ledgers.
  • Maintained team productivity by efficiently scanning, submitting and archiving records.
  • Supported month-end closing activities, ensuring all relevant payments were processed accurately and on time.
  • Enhanced accuracy in payment transactions by conducting regular audits and reconciliations.
  • Contributed to improved cash flow management through careful monitoring of outgoing funds and prompt resolution of issues.
  • Provided excellent customer service to both internal and external stakeholders, addressing inquiries and resolving concerns promptly.
  • Maintained a high level of data integrity by consistently updating vendor information in internal systems.

Lead Telemarketer

MINDPEARL
04.2013 - 08.2014
  • Directed telemarketing campaigns to enhance customer engagement and drive sales growth.
  • Mentored junior telemarketers, fostering skills development and improving team performance.
  • Analyzed market trends to refine target demographics and optimize outreach strategies.
  • Implemented training programs for new hires, emphasizing product knowledge and effective communication techniques.
  • Monitored call metrics and adjusted strategies to ensure high-quality customer interactions.
  • Collaborated with marketing teams to align messaging across channels for cohesive brand representation.
  • Increased sales leads by initiating and maintaining productive calls with prospective clients.
  • Collaborated with the marketing team to develop target-specific strategies, driving lead generation efforts.
  • Analyzed call data to uncover trends and opportunities for improvement in lead acquisition techniques.
  • Optimized calling hours by analyzing peak engagement times, maximizing contact rates with potential customers.
  • Monitored call quality and provided constructive feedback, elevating overall team performance.
  • Established daily goals for individual telemarketers, fostering a competitive atmosphere that boosted output levels.
  • Evaluated campaign effectiveness by tracking key performance metrics, adjusting strategies as needed to optimize results.
  • Resolved customer complaints promptly and professionally, minimizing negative impacts on lead conversion rates.

Team Leader

OCENIA CUSTOMER INTERACTIVE SERVICES FIJI INVESTMENTS LIMITED
08.2007 - 03.2013
  • ed cross-functional teams to enhance project delivery and operational efficiency.
  • Streamlined communication processes, resulting in improved collaboration among team members.
  • Implemented training programs for new hires, fostering a culture of continuous learning.
  • Developed strategic initiatives that increased team productivity and engagement levels.
  • Oversaw performance evaluations, providing constructive feedback to enhance employee development.
  • Analyzed workflow patterns to identify bottlenecks and optimize resource allocation.
  • Facilitated regular team meetings to align goals and track progress on key projects.
  • Established best practices for project management, ensuring adherence to timelines and quality standards.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.


MANAGER

NAUSORI PRIMARY SCHOOL
10.2004 - 01.2007
  • Led cross-functional teams to enhance operational efficiency and achieve strategic goals.
  • Developed and implemented process improvements that streamlined workflows and reduced turnaround times.
  • Mentored junior staff, fostering a culture of continuous learning and professional development.
  • Conducted regular performance evaluations to ensure team accountability and alignment with organizational objectives.

Trainee

FIJI SUGAR CORPORATION
08.2002 - 08.2003
  • Collaborated with colleagues to identify areas for improvement, implementing solutions that enhanced productivity.
  • Developed strong understanding of workplace safety regulations, ensuring compliance across all activities.
  • Engaged in problem-solving discussions, offering insights that led to improved operational practices.
  • Learned new materials, processes, and programs quickly.
  • Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
  • Attended training courses to build understanding of processes, techniques, and industry.
  • Enhanced trainee experience by developing comprehensive orientation programs and hands-on training sessions.
  • Interacted with customers under supervision to support operational objectives.

Education

CHC33021 Certificate III IN INDIVIDUAL SUPPORT -

MELBOURNE CITY COLLEGE
Melbourne, VIC
06-2025

Diploma - APPLIED COMPUTING

FIJI NATIONAL. UNIVERSITY
FIJI
04-2012

LEAP MODULES -

OCENIA CUSTOMER INTERACTIVE SERVICES
FIJI
12-2011

CERTIFICATE OF COMPLETION -COACHING FOR PERFORMANE -

TRAINNING AND PRODUCTIVITY AUTHORITY OF FIJI
FIJI
04-2010

FIJI SEVENTH FORM CERTIFICATE -

SAINT THOMAS HIGH SCHOOL
FIJI
12-1999

FIJI SCHOOL LEAVING CERTIFICATE EXAMINATION -

SAINT THOMAS HIGH SCHOOL
FIJI
12-1998

FIJI JUNIOR CERTIFICATE EXAMINATION -

SAINT THOMAS HIGH SCHOOL
12-1996

CERTIFICATE OF CREDIT - AUSTRALIAN MATHMETICS -

SAINT THOMAS HIGH SCHOOL
FIJI
12-1995

FIJI EIGHTH YEAR EAMINATION -

SAINT THOMAS HIGH SCHOOL
12-1994

CERTIFICATE OF DISTINCTION -AUSTRALIAN MATHEMATICS -

SAINT THOMAS HIGH SCHOOL
FIJI
01-1994

Skills

  • Optimistic outlook
  • Effective team collaboration
  • Effective problem resolution
  • Community service
  • Time management
  • Adaptability and dependability
  • Computer skills
  • Relationship building
  • Customer service
  • Decision-making
  • Event setup
  • Community outreach
  • Telephone etiquette
  • Client relations strength

Interests

  • Fundraising Events
  • Youth mentor, providing guidance and support to empower the next generation of leaders
  • Volunteer Work

Timeline

Volunteer

Calvary Health Care Bethlehem
03.2025 - Current

Payment Officer

ANZ Operations And Technology
09.2014 - 06.2023

Lead Telemarketer

MINDPEARL
04.2013 - 08.2014

Team Leader

OCENIA CUSTOMER INTERACTIVE SERVICES FIJI INVESTMENTS LIMITED
08.2007 - 03.2013

MANAGER

NAUSORI PRIMARY SCHOOL
10.2004 - 01.2007

Trainee

FIJI SUGAR CORPORATION
08.2002 - 08.2003

CHC33021 Certificate III IN INDIVIDUAL SUPPORT -

MELBOURNE CITY COLLEGE

Diploma - APPLIED COMPUTING

FIJI NATIONAL. UNIVERSITY

LEAP MODULES -

OCENIA CUSTOMER INTERACTIVE SERVICES

CERTIFICATE OF COMPLETION -COACHING FOR PERFORMANE -

TRAINNING AND PRODUCTIVITY AUTHORITY OF FIJI

FIJI SEVENTH FORM CERTIFICATE -

SAINT THOMAS HIGH SCHOOL

FIJI SCHOOL LEAVING CERTIFICATE EXAMINATION -

SAINT THOMAS HIGH SCHOOL

FIJI JUNIOR CERTIFICATE EXAMINATION -

SAINT THOMAS HIGH SCHOOL

CERTIFICATE OF CREDIT - AUSTRALIAN MATHMETICS -

SAINT THOMAS HIGH SCHOOL

FIJI EIGHTH YEAR EAMINATION -

SAINT THOMAS HIGH SCHOOL

CERTIFICATE OF DISTINCTION -AUSTRALIAN MATHEMATICS -

SAINT THOMAS HIGH SCHOOL

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