Joanne Twohig
Sorrento,WA
Summary
I am a friendly and professional administration support officer with strong experience in customer service, and recent training in medical software, Clinic to Cloud. Highly experienced in data entry, cash handling, email correspondence, receipting and invoicing, client accounts, and diary management, I am well versed in managing competing priorities with excellent time management and organisation skills. With outstanding verbal communication and interpersonal skills, I maintain the highest standard of professionalism when meeting, greeting and assisting clients via email, phone and face-to-face, building strong relationships to maintain positive experiences. My extensive background in maintaining client confidentiality has facilitated the accurate storage of information to comply with company policy, applying excellent written communication and high attention to detail across data entry, record keeping and accounts management. Having worked in compliance and risk management, I have a proven track record in assessing standard processes and procedures to quality assure optimum service delivery and efficiency.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service & Branch Concierge
Commonwealth Bank Whitford
Perth, WA
10.2022 - Current
- Coordinate branch operations to enhance customer service delivery and operational efficiency.
- Develop training programs for staff to improve product knowledge and sales techniques.
- Streamline communication processes between departments, fostering collaboration and information sharing.
- Oversee scheduling and resource allocation to optimize branch performance and customer satisfaction.
- Streamlined check-in/check-out processes to improve efficiency and guest flow.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
Administration / Accounts Officer
Maxwell Robinson and Phelps – Pest Control
01.2018 - 09.2022
- Applied credits to customer accounts, credit card reconciliations and completed daily banking.
- Managed all end of month processes and running of reports daily off Retail Manager.
- Ordered all stock for technicians required to complete residential and commercial work.
- Liaised with suppliers and maintained relationships, delivering exceptional customer service.
- Managed email inbox responding and forwarding information, processing expense claims.
- Answered and screened phone calls, and followed up on outstanding debtor accounts.
- Invoiced daily and replied to all customer queries, processing customer EFTPOS payments.
- Responsible for completing a monthly stock take on inventory at the end of month.
Retail Control Assurance – Support
Bankwest
01.2010 - 01.2018
- Developed, recommended and implemented solutions and process improvements to identified issues.
- Monitored, updated and reported on Retail stores Teller errors, cash holdings, fee refunds, sale and outstanding items, business account validations, Anti Monitory Laundering (AML) and Austrac reporting.
- Managed personal emails, account authorities, retail sale risk event mailboxes, and store suspense account reconciliations.
- Scheduled rooms for team meetings, performed efficient diary management and updated calendars as required.
- Performed control assurance testing on all Retail lines of business, identifying where processes failed and informed Business Assurance Managers.
- Updated HR Now and Document management systems utilising Maximo.
- Key Achievements:
- Successfully completed store suspense account reconciliation
- Operational risk requirements achieved
- Reduction in Teller errors and AML incidents
- Enquiries actioned and team mailboxes actioned within defined SLA’s
- All regulatory reporting delivered accurately and on time
- Reduction in AML processing delays for account opening of new customers
Operational Risk Coach
Bankwest
01.2005 - 01.2010
- Conducted monthly and quarterly onsite risk compliance checks and cash counts, providing reporting of outcomes to Retail Managers.
- Provided compliance training and support to store staff and managers including procedural updates and maintaining Genius procedures.
- Performed account opening validation, management of the general ledger and office accounts.
- Involved in the 2009 East Coast Store expansion under Project Iceberg, including booking personal travel and accommodation requirements.
- Key Achievements:
- Successfully set up and rolled out six stores in the East Coast with Operational Requirements
- Provided ongoing support and maintaining processes in the Retail network
- Reduction in Risk Compliance breaches
- Completed and maintained process information available via Genius
- Reduction in Account opening errors
- Quarterly store visits ensuring Risk objectives were achieved and maintained
Training Consultant (Secondment)
Bankwest
01.2007 - 01.2007
- Performed the analysis and identification of training requirements, researched training delivery methods, updated existing training programmes incorporating bank policies, and marked staff completed assessments.
- Developed the Leaders guide for the Sales Consultants induction, training country and metropolitan staff.
- Prepared presentations using Microsoft PowerPoint, and gathered and evaluated attendee feedback.
- Key Achievements:
- Successfully trained over 150 Retail Colleagues
- Course delivery updated incorporating feedback from evaluation forms
- Sales Consultants being job ready after induction
- Assisted other trainers with Teller training delivery
- Effective training delivery for the first Retail Business Account Team
Education
No Degree - West Australian Certificate of Education
St. Marks Anglican Community School
Hillary's WA12-1994
Traineeship - Clerical Administrative
North Metropolitan TAFE
Perth, WA12-1996
Skills
- Strong knowledge of medical practice management software and medical terminology, and valuable experience in maintaining confidentiality within diverse environments
- Adept computer literacy and IT skills at an intermediate level in managing confidential information including Clinic to Cloud and Microsoft Office, with the capacity to learn new systems, databases and applications quickly
- Advanced verbal communication and interpersonal skills in translating complex information concisely and clearly, actively listening and tailoring language depending on the audience
- Excellent planning, organisation and time management skills in prioritising workloads to maintain efficient service delivery, and maintaining proactive in responding to stakeholder needs
Certification
- National Police Clearance
- Working with Children Check
- WA Drivers Licence
- Recreational Skippers Licence
- Pfizer Vaccination x 2
Timeline
Customer Service & Branch Concierge
Commonwealth Bank Whitford
10.2022 - Current
Administration / Accounts Officer
Maxwell Robinson and Phelps – Pest Control
01.2018 - 09.2022
Retail Control Assurance – Support
Bankwest
01.2010 - 01.2018
Training Consultant (Secondment)
Bankwest
01.2007 - 01.2007
Operational Risk Coach
Bankwest
01.2005 - 01.2010
No Degree - West Australian Certificate of Education
St. Marks Anglican Community School
Traineeship - Clerical Administrative
North Metropolitan TAFE
Overseas Employment
- 2005 – 2005 Clydesdale Bank (Scotland, UK) Mortgage Support Officer
- 2005 – 2005 Abbey Bank / Santander (Scotland, UK) Customer Service Advisor
Systems Experience
Microsoft Office Suite, Clinic to Cloud, MYOB, Maximo, Commsee, Customer One and internal systems
Professional Training
2020 Wesley Institute of Training Clinic to Cloud – Medical Computing Essentials for Receptionist
Career Summary
- 2022 - Current Commonwealth Bank Whitford Customer service & branch concierge
- 2018 – 2022 Maxwell Robinson and Phelps Administration / Accounts Officer
- 2010 – 2018 Bankwest Retail Control Assurance – Support
- 2007 – 2007 Bankwest Training Consultant (Secondment)
- 2005 – 2010 Bankwest Operational Risk Coach
Training and Development
- AHA & Tourism COVID-19 Hygiene Awareness 2020
- Managing Risk Everyday Training 2015
- AML3 Refresh Training 2015
- Risk Insite Refresher Course for Test Plans 2014
- AML and FATCA Training 2014
- Risk Insite Training 2011
- AAOK Bankwest Training 2010
- Developing Self and Others 2010
- Persuading & Influencing 2009
- The Art of Coaching 2009
- Providing Constructive Feedback 2008
- Coaching for Performance 2008
- Risk Advantage Change Facilitation Group
- Customer Service Evolution Course
- Train the Trainer Course 2007
- Listening & Empathy Skills Course 2007
- Financial Services Reform Act (FSRA) accreditation
- TAFE Certificate – Clerical Administrative Skills 1997