Summary
Overview
Work History
Education
Skills
Timeline
Generic

JOANNE WARRIOR

Broken Hill

Summary

I am a flexible hard worker, ready to learn and contribute to the team’s success. I have gained experience and knowledge working as an administration officer with remarkable skills in organisation, communication and problem solving skills, which contributes to a smooth running office while maintaining quality focused customer service. I am punctual and driven, with strong proficiency in Microsoft office and a keen learner utilizing relevant office systems with exceptional telephone etiquette. I have 4 years working in Community Services and 18 years working in a fast-paced call centre setting handling high volume incoming calls while providing a timely and professional customer experience. I work well in a team environment and independently, building good rapport with peers and customers with a commitment to high quality customer service.

Overview

33
33
years of professional experience

Work History

Case Manager - Advancing Families & Community

Uniting Country SA (UCSA)
08.2020 - 01.2022
  • Conduct client Intake and assessment appointments.
  • Process client details and provide appropriate response to support client/s.
  • Client advocacy and processing referrals when required.
  • Regularly engage with client to ensure safety and wellbeing.
  • Provide transport to attend appointments where appropriate and provide support.
  • Communicate effectively and concisely.
  • Maintain regular client contact and conduct home visits.
  • Record all contact and communication with Department of Education & Child Development (DECD).
  • Follow safety procedures when handling materials and discarding waste.
  • Communicate and market services by networking, referrals and promotion.

Case Manager - Advancing Families & Community

Uniting Country SA (UCSA)
08.2020 - 01.2022
  • Conduct client Intake and assessment appointments.
  • Process client details and provide appropriate response to support client/s.
  • Client advocacy and processing referrals when required.
  • Regularly engage with client to ensure safety and wellbeing.
  • Provide transport to attend appointments where appropriate and provide support.
  • Communicate effectively and concisely.
  • Maintain regular client contact and conduct home visits.
  • Record all contact and communication with Department of Education & Child Development (DECD).
  • Follow safety procedures when handling materials and discarding waste.
  • Communicate and market services by networking, referrals and promotion.

Case Manager - Family & Domestic Violence

Uniting Country SA (UCSA)
10.2018 - 02.2020
  • Conduct client Intake and assessment appointments.
  • Developed appropriate care plans for at-risk individuals and high-risk families.
  • Assist with monthly home inspections.
  • Re-Stock supplies for crisis accommodation.
  • Communicate with legal services providers, social services agencies and local judicial officers regarding cases.
  • Facilitate ongoing case management services to support successful outcomes and meet client goals.
  • Participate in case conferences with multi-disciplinary team to discuss client care planning and progression.
  • Cooperate with local service providers, outreach workers, case managers and collaborative agencies to facilitate services for clients and they’re families.
  • Develop comprehensive client-driven case plan with short and long-term goals.
  • Advocate for clients and families to coordinate care and navigate resources within record management systems.

Case Manager - Family & Domestic Violence

Uniting Country SA (UCSA)
10.2018 - 02.2020
  • Conduct client Intake and assessment appointments.
  • Developed appropriate care plans for at-risk individuals and high-risk families.
  • Assist with monthly home inspections.
  • Re-Stock supplies for crisis accommodation.
  • Communicate with legal services providers, social services agencies and local judicial officers regarding cases.
  • Facilitate ongoing case management services to support successful outcomes and meet client goals.
  • Participate in case conferences with multi-disciplinary team to discuss client care planning and progression.
  • Cooperate with local service providers, outreach workers, case managers and collaborative agencies to facilitate services for clients and they’re families.
  • Develop comprehensive client-driven case plan with short and long-term goals.
  • Advocate for clients and families to coordinate care and navigate resources within record management systems.

Community Education Officer

Department of Education (DECD)
08.2016 - 12.2018
  • Implemented communication strategies for students and staff on changes to operational processes, policy and requirements.
  • Hosted transition meetings to discuss educational objectives for individual students with support of family members.
  • Procured equipment and services to align with program objectives and budget.
  • Authored reports outlining program accomplishments, statistics and performance data.
  • Evaluated progress towards performance standards and updated administration at learning period meetings.
  • Worked with staff to create adaptations and modifications for individualized learning needs.
  • Maintained confidential records of students and inputted pertinent data in electronic tracking system.
  • Participated with advisors to collaborate on best practices for student success.
  • Acted as point of contact between organization and various community groups.

Community Education Officer

Department of Education (DECD)
08.2016 - 12.2018
  • Implemented communication strategies for students and staff on changes to operational processes, policy and requirements.
  • Hosted transition meetings to discuss educational objectives for individual students with support of family members.
  • Procured equipment and services to align with program objectives and budget.
  • Authored reports outlining program accomplishments, statistics and performance data.
  • Evaluated progress towards performance standards and updated administration at learning period meetings.
  • Worked with staff to create adaptations and modifications for individualized learning needs.
  • Maintained confidential records of students and inputted pertinent data in electronic tracking system.
  • Participated with advisors to collaborate on best practices for student success.
  • Acted as point of contact between organization and various community groups.

Administration Services Officer

Department of Education (DECD)
02.2014 - 06.2015
  • Liaised with internal teams and external customers to facilitate smooth communication and handle requests.
  • Assisted team with timely and accurate administrative work covering multiple remote sites.
  • Interfaced with internal and external customers to meet project targets.
  • Managed projects in alignment with time, budget and quality requirements.
  • Maintain and record monthly fleet checks.
  • Managed reception desk and ensured professional and timely customer experience.

Administration Services Officer

Department of Education (DECD)
02.2014 - 06.2015
  • Liaised with internal teams and external customers to facilitate smooth communication and handle requests.
  • Assisted team with timely and accurate administrative work covering multiple remote sites.
  • Interfaced with internal and external customers to meet project targets.
  • Managed projects in alignment with time, budget and quality requirements.
  • Maintain and record monthly fleet checks.
  • Managed reception desk and ensured professional and timely customer experience.

Inclusion Officer

Department of Education (DECD)
10.2012 - 12.2013
  • Maintained professionality and efficiency while working closely with leadership.
  • Prioritised and organised tasks to efficiently accomplish service goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Conduct home visits with clients to successfully engage in student/s education with schools and education office.
  • Attend meetings with leadership and relevant professionals discussing client referrals and client caseloads.

Inclusion Officer

Department of Education (DECD)
10.2012 - 12.2013
  • Maintained professionality and efficiency while working closely with leadership.
  • Prioritised and organised tasks to efficiently accomplish service goals.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Conduct home visits with clients to successfully engage in student/s education with schools and education office.
  • Attend meetings with leadership and relevant professionals discussing client referrals and client caseloads.

Inter-Carrier Consultant

AAPT Limited
03.2006 - 03.2012
  • Provision all mobile services and various handsets from business, corporate and company supplied products and services.
  • Provision porting, new connection and disconnections as per standard line agreements.
  • Liaise with internal and external customers.
  • Investigate customer issues in a professional and timely manner.
  • Conduct monthly audits and ensure appropriate stock levels.
  • Liaise with other Telco carriers to obtain specific information pertaining to churn issues, customer's disputes e.g.
  • Investigate and resolve Illegal churns.
  • Action daily and monthly reports from other carriers.
  • Maintained case files and documented actions.
  • Trained and supported newer staff in regards to performance, compliance and procedures.

Inter-Carrier Consultant

AAPT Limited
03.2006 - 03.2012
  • Provision all mobile services and various handsets from business, corporate and company supplied products and services.
  • Provision porting, new connection and disconnections as per standard line agreements.
  • Liaise with internal and external customers.
  • Investigate customer issues in a professional and timely manner.
  • Conduct monthly audits and ensure appropriate stock levels.
  • Liaise with other Telco carriers to obtain specific information pertaining to churn issues, customer's disputes e.g.
  • Investigate and resolve Illegal churns.
  • Action daily and monthly reports from other carriers.
  • Maintained case files and documented actions.
  • Trained and supported newer staff in regards to performance, compliance and procedures.

Billing Consultant

Telstra Wholesale
03.1995 - 04.2006
  • Primary point of contact for Service Providers and their third party customers.
  • Investigation and resolution of service provider's account enquiries and complaints.
  • Process customer's request efficiently and in a timely manner.
  • Maintain and managed the accurate call centre statistics.
  • Resolve billing enquiries through application contract interconnect arrangements.
  • Handling high volumes of inbounds calls.
  • Experience in records and archiving management.
  • Processed refunds on credit balances to maintain positive account relationships.
  • Research reimbursement and appeals to quickly and effectively resolve claims.
  • Review accounts for outstanding balances and process monthly credit worth thousands of dollars for on time payment towards customer account.
  • Identified and processed accounts receivable payments to appropriate accounts.
  • Process and sent invoices, adjustments and credit memos to customers.
  • Performed data import, scanning or manual keying processes to verify invoice accuracy.
  • Investigated and resolve issues to maintain billing accuracy.
  • Established, enforced and optimized billing procedures to streamline operations and minimize aging balances.
  • Revise orders, finalised invoices and created billing logs.

Billing Consultant

Telstra Wholesale
03.1995 - 04.2006
  • Primary point of contact for Service Providers and their third party customers.
  • Investigation and resolution of service provider's account enquiries and complaints.
  • Process customer's request efficiently and in a timely manner.
  • Maintain and managed the accurate call centre statistics.
  • Resolve billing enquiries through application contract interconnect arrangements.
  • Handling high volumes of inbounds calls.
  • Experience in records and archiving management.
  • Processed refunds on credit balances to maintain positive account relationships.
  • Research reimbursement and appeals to quickly and effectively resolve claims.
  • Review accounts for outstanding balances and process monthly credit worth thousands of dollars for on time payment towards customer account.
  • Identified and processed accounts receivable payments to appropriate accounts.
  • Process and sent invoices, adjustments and credit memos to customers.
  • Performed data import, scanning or manual keying processes to verify invoice accuracy.
  • Investigated and resolve issues to maintain billing accuracy.
  • Established, enforced and optimized billing procedures to streamline operations and minimize aging balances.
  • Revise orders, finalised invoices and created billing logs.

Clerical Assistant

Salisbury City Council
02.1989 - 04.1990
  • First point of contact for customers.
  • Answering incoming calls.
  • General office tasks (filing, photocopying, typing etc.).
  • Kept office records organized and supplies well-stocked for optimal team performance.
  • Answered office phone and emails to schedule appointments, forward information and complete ad hoc administration tasks.
  • Answered inbound daily phone calls to direct inquiries, answer customer questions and schedule appointments.
  • Worked easily with office programs such as Microsoft Office and to carry out daily team clerical needs.
  • Answered multi-line telephone system and routed calls to appropriate personnel.
  • Sorted and distributed business correspondence to correct department or staff member.

Clerical Assistant

Salisbury City Council
02.1989 - 04.1990
  • First point of contact for customers.
  • Answering incoming calls.
  • General office tasks (filing, photocopying, typing etc.).
  • Kept office records organized and supplies well-stocked for optimal team performance.
  • Answered office phone and emails to schedule appointments, forward information and complete ad hoc administration tasks.
  • Answered inbound daily phone calls to direct inquiries, answer customer questions and schedule appointments.
  • Worked easily with office programs such as Microsoft Office and to carry out daily team clerical needs.
  • Answered multi-line telephone system and routed calls to appropriate personnel.
  • Sorted and distributed business correspondence to correct department or staff member.

Education

High School -

Elizabeth High School
Elizabeth, Adelaide
01.1987

Skills

  • Exceptional time management
  • Exceptional communicator
  • Customer-oriented
  • Customer service-focused
  • Punctual
  • Flexible individual
  • Excellent organizational skills
  • Excellent problem-solving skills
  • Good oral communication
  • Good written communication
  • Emotional awareness
  • Research
  • Facts collecting
  • Effective customer communication
  • Facilitate client meetings
  • Customer support
  • Customer assistance
  • Community outreach
  • Troubleshooting
  • Analytical
  • Clerical
  • Ad Hoc
  • Attention to detail
  • Case documentation
  • Case management
  • Active listening
  • Organization and multitasking
  • Positive attitude
  • Client advocacy
  • Email and telephone etiquette
  • Relationship building
  • Documentation and reporting

Timeline

Case Manager - Advancing Families & Community

Uniting Country SA (UCSA)
08.2020 - 01.2022

Case Manager - Advancing Families & Community

Uniting Country SA (UCSA)
08.2020 - 01.2022

Case Manager - Family & Domestic Violence

Uniting Country SA (UCSA)
10.2018 - 02.2020

Case Manager - Family & Domestic Violence

Uniting Country SA (UCSA)
10.2018 - 02.2020

Community Education Officer

Department of Education (DECD)
08.2016 - 12.2018

Community Education Officer

Department of Education (DECD)
08.2016 - 12.2018

Administration Services Officer

Department of Education (DECD)
02.2014 - 06.2015

Administration Services Officer

Department of Education (DECD)
02.2014 - 06.2015

Inclusion Officer

Department of Education (DECD)
10.2012 - 12.2013

Inclusion Officer

Department of Education (DECD)
10.2012 - 12.2013

Inter-Carrier Consultant

AAPT Limited
03.2006 - 03.2012

Inter-Carrier Consultant

AAPT Limited
03.2006 - 03.2012

Billing Consultant

Telstra Wholesale
03.1995 - 04.2006

Billing Consultant

Telstra Wholesale
03.1995 - 04.2006

Clerical Assistant

Salisbury City Council
02.1989 - 04.1990

Clerical Assistant

Salisbury City Council
02.1989 - 04.1990

High School -

Elizabeth High School

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