Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Joanne Clarke

Merricks North,Victoria

Summary

A wealth of experience across various customer services roles with an inquisitive mind and a love of learning new skills and processes. History of performing well under pressure and confident in managing numerous projects, workstreams or tasks at the same time in fast-paced environments and adapts well to changing situations and priorities.

Overview

22
22
years of professional experience

Work History

Student Ambassador

Leeds Arts University
01.2020 - 11.2021
  • Interacted with university and prospective students and parents during tours and student visit days, answering questions and providing insight.
  • Mentored students to increase satisfaction and help engage in campus life.
  • Regularly led campus tours for prospective students.
  • Supervised onboarding procedures for incoming new students, supporting transition into university life.

Project Manager

First Direct
10.2009 - 09.2016
  • Identified plans and resources required to meet project goals and objectives.
  • Managed numerous projects into the business from procurement to commission, often managing up to five projects at the same time.
  • Modified and directed project plans to meet organizational needs.
  • Fostered relationships with vendors to promote positive working relationships.
  • Identified, reviewed and applied policies and procedures.
  • Built successful project plans covering objectives, resources and staffing to meet schedules.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Trainer

First Direct
04.2006 - 10.2009
  • Monitored participant workflow and behaviours throughout training process.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
  • Assessed student needs to develop effective training plans.

Operations Team Manager

First Direct
03.2001 - 04.2006
  • Managing teams of up to 18 and being responsible for up to 120 staff, fielding their queries, concerns and complaint escallation.
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow productivity and accomplish objectives.
  • Established positive and effective communication among staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.

Customer Services Officer

First Direct
01.1997 - 03.2001
  • Managing up to 150 customer calls and emails per day as well as conducting required processing tasks.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Monitored phone, fax and electronic database systems for incoming customer inquiries.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and cancelled policies.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Marketed additional products and services complementing customers' current offerings and adding value.

Education

Diploma in Textile Design - Textile Design

Leeds Arts University
Leeds, UK
06.2021

Access Into Higher Education - Art

Leeds Arts University
Leeds, UK
06.2019

Diploma in Visual Art - Art

Leeds Arts University
Leeds, UK
06.2018

VCE -

Padua College
Mornington, Victoria

Skills

  • Self directed
  • Data collection and collation, checking accuracy of own and others work
  • Managing multiple priorities
  • Customer centric
  • Friendly and positive
  • Adaptable and flexible
  • Inquisitive with a thirst for learning
  • Time management
  • Procedural writing and updates
  • Experienced using MS Office including Word, Excel and Power Point

Interests

I love spending time with my family and dogs and making a wonderful home for us all. I have enjoyed fully renovating two homes and have a keen interest in experimental artistic processes and interior design.

Timeline

Student Ambassador

Leeds Arts University
01.2020 - 11.2021

Project Manager

First Direct
10.2009 - 09.2016

Trainer

First Direct
04.2006 - 10.2009

Operations Team Manager

First Direct
03.2001 - 04.2006

Customer Services Officer

First Direct
01.1997 - 03.2001

Diploma in Textile Design - Textile Design

Leeds Arts University

Access Into Higher Education - Art

Leeds Arts University

Diploma in Visual Art - Art

Leeds Arts University

VCE -

Padua College

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Joanne Clarke