Open To Work
Julie-anne Venn
GEELONG,VIC
Summary
Results-driven Service Manager with expertise in performance management and regulatory compliance. Enhanced operational efficiency and achieved placement targets through strategic mentoring and community engagement. Focused on fostering continuous improvement and client satisfaction while building strong customer relationships to drive retention and referrals. Skilled in coaching and task delegation, contributing to team success.
Overview
15
15
years of professional experience
Work History
Service Manager
Work Australia
02.2023 - Current
- Oversaw daily operations, ensuring service quality across multiple teams.
- Managed a team of 16, achieving placement targets through mentoring and feedback sessions.
- Trained staff to enhance customer service skills and improve overall performance.
- Trained and mentored staff to improve customer service skills.
- Resolved customer complaints promptly to maintain satisfaction and retention.
- Analysed service metrics to pinpoint areas for operational improvement.
- Conducted performance reviews and provided constructive feedback, enhancing employee development.
- Conducted regular performance reviews and provided constructive feedback to employees.
- Developed standard operating procedures to streamline service delivery efficiency.
- Implemented strategic marketing plans to boost community outreach and enhance brand visibility.
- Developed plans for employment outcomes and analysed financial data to support decision-making.
- Build and develop community connections with services such as the Employment Pathway Team with Corrections Victoria, Local Job Program, RTOs and community service to aid in streamlining the client experience
Claims Officer – Team Leader
APM (Advanced Personal Management)
07.2015 - 02.2023
- Processed claims accurately and efficiently, ensuring compliance with government guidelines and organizational procedures.
- Liaised with senior management to align team targets with organizational expectations, devising strategies to optimize workflow efficiency.
- Facilitated performance meetings and communicated goals clearly to the team, fostering a culture of continuous improvement.
- Delivered client support and guidance, enabling effective crisis intervention and timely referrals to appropriate services.
Employment Consultant, Post Placement Support and Claims Officer
Centacare Employment (JSA)
11.2010 - 06.2015
- Managed claims lodgement across multiple sites, ensuring compliance with Department of Employment guidelines to support efficient processing.
- Established and maintained client-employer relationships to promote sustained employment outcomes.
- Managed lodgement of claims across multiple sites, ensuring compliance with Department of Employment guidelines.
- Utilized ESS and third-party software for accurate session notes and compliance tracking.
Education
Certificate IV - Community Services
GenU Training
01-2022
Skills
- Customer service excellence
- Quality assurance
- Regulatory compliance
- Process implementation
- Forecasting skills
- Performance management
- Staff management
- Staff oversight
- Team leadership
- Staff mentoring
- Decision making skills
- Analytical thinking
- Critical thinking skills
- Work prioritization
- Organizational skills
- Adaptability and flexibility
- Technical proficiency
- Troubleshooting
- Teamwork and collaboration
- Leadership development
- Goal orientation
- Outgoing personality
- Community engagement
- Technical proficiency
References
- Renea Blake, APM Claims Unit Manager, 0421 609 203
- Daniel Taylor, Centacare Employment Manager & College atWork, 0417 010 699
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$75000/yr - $200000/yrTimeline
Service Manager
Work Australia
02.2023 - Current
Claims Officer – Team Leader
APM (Advanced Personal Management)
07.2015 - 02.2023
Employment Consultant, Post Placement Support and Claims Officer
Centacare Employment (JSA)
11.2010 - 06.2015
Certificate IV - Community Services
GenU Training