Joanne Ford

Dynamic administrative professional with a proven track record in optimizing office workflows and managing diverse administrative tasks. Expertise in supporting senior management through effective scheduling and coordination, fostering a collaborative team environment that adapts seamlessly to evolving organizational needs. Committed to ensuring smooth operations and driving goal achievement, bringing highly transferable skills and a proactive approach to contribute positively within a dedicated team. Eager to join an organization that values enthusiasm, initiative, and exceptional performance after a voluntary redundancy from the previous role.

• 2024 First Aid Certificate
• 2000 Certificate ID in Telecommunications (Martin College, Brisbane)
• 2000 Traineeship – Telecommunications Training (Department of Employment and Training)

• During my career with Shop-A-Docket, I provided reliable, timely administrative, sales and advertising support for up to fifteen Sales Representatives across the QLD metro, QLD regional and NSW regional territories.
• Recognised as the highest performing 'closer' of advertising network approvals - this described my ability to efficiently facilitate the response to client requests for artwork changes.
• Ensuring the accuracy of the changed/finished artwork in addition to meeting legal and compliance standards before printing deadlines.
• Throughout my career with Suncorp, I established a reputation as a conscientious, high-performing, trustworthy team member with a strong, mature work ethic and an exceptional level of 140% productivity - consistently ensuring all tasks were completed within the FSR (Financial Services Reform) act/ guideline timeframes, and all client private and confidential information was handled with the utmost security and discretion.
• Elevated to higher responsibilities: assessing client policies in the renewal cycle as a part of the Suncorp General Insurance Underwriting Team.
• Assessing claims history and high risk factors for each policy to determine additional excess or cancellation of a policy all within Suncorp's Company Guidelines.
• As part of a project team to drive accountability and productivity, I developed and maintained a Daily.
• Workload Statistics spreadsheet to assist in collating data for each task undertaken by the Policy
• Administration team. This contributed to developing a more accurate profile for timeframes attached to each task.
• I identified ongoing error trends among Call Centre Consultants and provided feedback via their Team Leader/Supervisor to advise correct processes. This reduced unnecessary workload and assisted Consultants to improve their KPI results.
• I developed templates for the Call Centre which ensured all information required was provided to action their requests. This reduced errors and returned work to Consultants.
• My annual performance reviews consistently showed my KPI results always exceeded agreed goals as a result of my commitment to the highest workload standards.

• Outstanding customer service; high volume inbound/outbound operations; build professional relationships, establish rapport and liaise appropriately across diverse client groups.
• Excellent written, verbal and interpersonal communication skills; reporting and documentation.
• Highly effective problem solving, negotiation and resolution of complex situations.
• Dedicated, inclusive team member with a cheerful, positive and enthusiastic nature.
• Confident, diligent, decisive and reliable - successful in operating independently.
• Strong emphasis on accountability and responsibility- accepting and completing tasks to the highest standard, mindful of FSR confidentiality and privacy protocols.
• Meticulous attention to detail; able to multi-task with quality, accuracy and with specific consideration of ethical, legal and compliance standards.
• Exceptional time management skills with high-level productivity and ability to work under pressure whilst managing challenging and conflicting priorities/deadlines.
• Actively assists and supports colleagues, supervisors and/or managers.
• Accurate, efficient completion of general office administration duties, including invoicing.
• Proficient in Microsoft Word, Excel, Outlook, Access; Insure, Apollo, Protect, Citrix; Officetech, IBAIS; Enterprise; MYOB/MYOB Payroll/ Bookkeeping training; data entry, database management

• Underwriting Administration - including support to the Underwriting Executives, policy maintenance, banking, credit/debtor control, maintain client and broker records, frontline office support to stakeholders.
• Policy Administration - including all aspects of general insurance; assessing and implementing Financial Services Reform (FSR) act/guidelines and underwriting procedures.
• Sales Administration - including Sales team support, contract maintenance, client liaison and artwork changes/advertising approvals.

• 2012 MYOB (version 19)/MYOB Payroll/Bookkeeping Course (Mobile learning Centre) Medical
• 2012 Reception Practices and Pracsoft (Wesley Health Management)
• Maintaining patient records
• Preparing and maintaining medical accounts
• Pracsoft Basic Essentials computer training
• Interpreting and applying medical terminology
• Confidentiality, privacy and security within a medical environment
• OHS processes
• 2000-2012 Suncorp in-house training and workshops
• Policy Underwriting
• Contract Maintenance
• Quality Client Service
• Data Entry and Invoicing
• Staff Training
• Peer Auditing
• Giving and Receiving Feedback
• Clerical Skills