Jo Cooling
Cranbourne North,VIC
Summary
I am an experienced professional with a strong background in system administration, and technical support. I am skilled in problem-solving and optimizing performance with individuals and teams. In past employment I have shown I am capable of managing projects and collaborating effectively with teams. I am committed to continuous learning and staying current with industry trends to contribute to organizational success.
I believe in high productivity and efficiency in task completion, ensuring timely provision of services and resources. I possess specialized skills in case management, crisis intervention, and behavioural counselling, which is a versatile skill in any employment setting. I excel, communication, and problem-solving, which is crucial for navigating complex tasks.
I am results-driven both on an individual level and in a group setting, with a solid track record in delivering quality work. I have excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. I am passionate about continuous learning and professional development.
Overview
2013
2013
years of professional experience
Work History
Senior Child Protection Worker
Department of Health and Human Services
Frankston, Victoria
06.2002 - 12.2012
- Developed and implemented safety plans to ensure the safety of children in at-risk situations.
- Facilitated family meetings, court hearings, and other relevant services for families involved in child protection cases.
- Conducted home visits with families to assess the safety and well-being of children.
- Provided crisis intervention when needed and maintained ongoing contact with families throughout their involvement with the agency.
- Conducted assessments of risk factors that may impact a child's safety or well-being.
- Assisted in developing long-term strategies for reunification, permanency planning, or alternative care arrangements as necessary.
- Collaborated with community partners such as schools, hospitals, social workers, police officers, lawyers, and other stakeholders to ensure effective service delivery across multiple agencies.
- Monitored adherence to court orders related to child protection cases, including visitation schedules and parental rights agreements.
- Investigated allegations of abuse or neglect through interviews with clients, witnesses, family members, medical personnel, and police.
- Provided court reports to ensure the safety and well-being of children.
- Provide evidence in the Children's, Magistrates, and Family Courts.
- Participated in continuing education programs related to current trends in child welfare practices.
- Developed individualized service plans based on assessment results, which identified needs that could be addressed through various support services.
- Consulted with mental health professionals regarding complex cases involving behavioral issues or developmental delays.
- Evaluated the effectiveness of existing program goals and objectives and recommended changes where necessary.
- Attended training related to new regulations concerning child protection laws and procedures.
- Identified appropriate community resources and provided referrals for services.
- Worked with a care team to assess client needs and discuss collaborative treatment efforts.
- Advocated for victims during difficult situations by filing police reports and connecting themto needed services
Customer Service Representative Specialist
Hewlett Packard
Blackburn, Victoria
- Answered customer inquiries via phone, email, and chat in a timely manner.
- Provided customers with product and service information to aid them in making informed decisions.
- Assisted customers with troubleshooting technical issues related to products or services.
- Resolved customer complaints efficiently and effectively.
- Gathered feedback from customers on the quality of service received.
- Processed orders and returns accurately and promptly.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Offered solutions for improving the customer experience when applicable.
- Developed strategies to improve customer service processes.
- Collaborated with cross-functional teams to ensure seamless delivery of services.
- Ensured compliance with company policies and procedures.
- Managed escalated situations calmly and professionally.
- Followed up with customers after each interaction to ensure their needs were met.
- Communicated changes in policy or procedures clearly to customers.
- Encouraged repeat business by providing excellent customer care at all times.
- Recommended process improvements for increased efficiency.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats, and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Engaged in conversations with customers to understand needs, resolve issues, and answer product questions.
- Supported sales team members in driving growth and development.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted available products and services to customers during service, account management, and order calls.
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Training Sales Representatives on using internal systems to ensure they provide their customers with correct and updated information.
- Training wholesalers and retailers in in-depth use of online computer programs, which often involves traveling.
- The design and rollout of Hewlett Packard's internal system.
Purchasing Manager
Telstra
Clayton, Victoria
- Reviewed purchase orders and ensured accuracy of information, such as pricing, payment terms and delivery dates.
- Negotiated contracts with vendors to secure the best possible prices for goods and services.
- Developed and maintained relationships with suppliers to ensure timely delivery of products.
- Researched new sources for supplies, materials, and services in order to reduce costs and improve efficiency.
- Identified potential areas of cost savings through supplier consolidation or alternative sourcing methods.
- Maintained accurate records of purchases including invoices, price lists, product codes and descriptions.
- Monitored inventory levels to ensure adequate stock for production requirements.
- Evaluated proposals from vendors on a regular basis to ensure cost effectiveness.
- Assisted in resolving disputes with suppliers regarding defective merchandise or late deliveries.
- Created detailed specifications for requested items prior to issuing purchase orders.
- Sourced new vendors for purchasing needs.
- Performed annual reviews of existing contracts with suppliers to identify additional savings opportunities.
- Cultivated new vendor relationships using dynamic communication and negotiation skills.
- Obtained quotes from various suppliers to determine the most cost-effective purchasing options.
- Maintained appropriate inventory levels to meet personnel and corporate needs.
- Conducted market research to determine appropriate pricing.
- Selected and negotiated contracts with supply vendors to obtain top-notch pricing on materials and items.
- Negotiated contracts with outside providers to minimize costs for the company and its customers.
- Collected operations data and created spreadsheets detailing trends.
- Collaborated with other departments to identify and fulfill their purchasing needs.
- Conducted performance evaluations of suppliers to drive continuous improvement.
- Managed and mentored purchasing department staff to enhance team performance.
- Oversaw the preparation and processing of purchase orders and documents in accordance with company policies.
- Developed and maintained an up-to-date database of suppliers, products, and prices.
- Managed risks associated with supply contracts and agreements.
- Managed supplier relationships to ensure compliance with agreed-upon terms and conditions.
- Conducted regular inventory audits to prevent stock shortages or excess.
- Coordinated with logistics to ensure timely delivery of purchased items.
- Conducted market research to identify potential new suppliers and products.
- Monitored and forecasted upcoming levels of demand to maintain optimal inventory levels.
- Prepared and presented reports on purchasing activities and cost analysis for upper management.
- Reviewed supply levels and aging inventory to forecast purchasing needs.
- Organized and prioritized projects.
- Set-up a data base to track all company vehicles.
- Devise a program to locate all items and tools used by workers, and have them itemized, recorded, and linked to each individual employee.
Law Clerk
Magwicks Solicitors
Melbourne, Victoria
- Filing all court documents in the Supreme, Magistrates, and County Courts.
- Conducted research on relevant statutes, case law, regulations, and legal articles.
- Assisted with the preparation of court briefs.
- Attended hearings in order to observe proceedings and document results.
- Organized exhibits for hearings. Researched case histories to provide background information for litigation.
- Provided administrative support to lawyers.
- Organized legal documents in company filing.
- Knowledgeable in dealing with affidavits, motions, and exhibit preparation.
- Organized and prepared case exhibits and evidence for court cases.
- Delivered subpoenas.
- Assisting Queen's Counsel in preparing court documents for court.
Personal Assistant to the General Manager
United Energy
Mount Waverley, Victoria
- Organized and maintained the General Manager's calendar, scheduling meetings, appointments, and travel arrangements.
- Provided administrative support to the General Manager including document preparation, filing, data entry, copying and scanning documents.
- Assisted in preparing presentations for internal and external stakeholders.
- Greeted visitors and responded to inquiries from customers or other stakeholders in a professional manner.
- Answered telephone calls, took messages, and transferred calls to appropriate personnel.
- Coordinated events such as conferences, seminars, or workshops for the General Manager's office.
- Managed incoming emails on behalf of the General Manager; responding to queries or forwarding them as necessary.
- Maintained an up-to-date knowledge of company policies and procedures related to the role of Personal Assistant.
- Developed efficient filing systems for easy retrieval of information by the General Manager when needed.
- Ordered supplies for office needs in a timely manner within budget constraints.
- Attended meetings with senior management staff on behalf of the General Manager when required.
- Monitored deadlines set by the GM and reminded him and her accordingly if needed.
- Arranged business trips including booking flights, hotels and transportation services.
- Coordinated activities between departments ensuring effective communication flows between teams.
- Secured travel accommodations for professionals and scheduled or booked appointments for upcoming events and meetings.
- Coordinated meeting and work schedules for staff teams and executives.
- Organized personal and professional calendars with reminders for upcoming meetings and events.
- Performed various clerical tasks and organized office areas to promote productivity.
- Maintained clerical correspondence via email and phone.
- Screened telephone calls and inquiries and directed as appropriate.
- Managed expense reports, including tracking receipts and processing reimbursements promptly.
- Scheduled and confirmed appointments, preventing scheduling conflicts and optimizing time management.
- Facilitated smooth internal and external communication, acting as the first point of contact for the executive.
- Managed and prioritized daily schedules, ensuring efficient allocation of executive's time.
- Handled confidential documents and communications with discretion, safeguarding sensitive information.
- Organized and maintained digital and physical filing systems for easy access and retrieval of documents.
- Acted as the liaison between the executive and clients, maintaining strong professional relationships.
- Assisted in planning and coordinating events, from small meetings to large corporate gatherings.
- Purchased and managed inventory of office and personal supplies, ensuring availability and cost-effectiveness.
- Prepared and edited correspondence, reports, and presentations to support business operations.
- Coordinated with other staff members to ensure seamless support and coverage.
- Delivered optimal administrative, customer service, and case management support.
- Participated in frequent communication with other administrative team members, human resources and finance department on special projects and events.
- Designed PowerPoint presentations for monthly divisional meetings with top-level executives.
- Compiled meeting agendas and supportive materials ahead of meetings.
- Supervised executive and management calendars while allocating tasks to administrative support team for smooth operational flow.
Education
Diploma of Community Services And Welfare Practice
Holmesglen Institute
Mount Waverley, VIC12-2001
Skills
- Microsoft Office
- Training abilities
- Dispute Resolution
- Complaint resolution
- Adaptive team player
- Prioritization
- Customer consulting
- Client Relations
- Report Preparation
- Problem-solving abilities
- Conflict Resolution
- Multi-Task Management
- Customer Relations
- Administrative Support
Accomplishments
- I am very proud of my accomplishment, of becoming a published author. Not only publishing a book, but having two independent assesses rating my book with five stars. My book has also been named in the top ten books in California for first time publishers.
Timeline
Senior Child Protection Worker
Department of Health and Human Services
06.2002 - 12.2012
Customer Service Representative Specialist
Hewlett Packard
Purchasing Manager
Telstra
Law Clerk
Magwicks Solicitors
Personal Assistant to the General Manager
United Energy
Diploma of Community Services And Welfare Practice
Holmesglen Institute
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