Kareena Powell
Office Administration
South Penrith,NSW
Summary
Strengths include the ability to communicate articulately, connect with others and maintain a tactful approach under pressure. I bring a wealth of customer service experience and am looking to further my career
Energetic Office Manager equipped to support day-to-day operational functions and accomplish business goals. Blends advanced organizational, technical and business expertise to enhance workflows. Focused on attentively assisting office staff and customers and identifying opportunities for improvement.
Adaptable professional in office and administrative support, known for high productivity and efficient completion of tasks. Specialize in data entry, record management, and customer service, ensuring smooth operational flow. Excel in organization, time management, and communication, utilizing these skills to meet and exceed workplace demands.
Motivated and diligent government intern with relevant experience in policy research, public administration, and legislative affairs. Strong communication skills, analytical thinking, and understanding of governmental processes demonstrate capability to excel in various public-sector roles. Significant contributions include drafting policy briefs, facilitating community outreach initiatives, and assisting in the coordination of inter-agency projects.
Overview
23
23
years of professional experience
Work History
Construction Office Manager
JMN Building Services Pty Ltd
Sydney
04.2023 - 11.2024
- Reconciled computer reports with manually maintained ledgers.
- Provided assistance in preparing tax returns annually.
- Tracked and reported charitable contributions and grants for nonprofit bookkeeping.
- Developed internal control procedures to ensure accurate recordkeeping.
- Prepared and processed payroll.
- Utilized various software and tools to streamline processes and optimize performance.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered customer inquiries via phone, email, and chat.
- Strengthened customer retention by offering discount options.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Organized meetings between clients, contractors, architects, engineers. as needed for construction projects.
- Administered payroll and maintained proper documentation of employee personnel.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Identified areas of improvement in existing office processes and procedures.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Customer Service Agent
NSW Government-Energy Assistance Team (EPA)
09.2022 - 03.2023
- Assess customers for eligibility for EAPA vouchers and work with energy retailers to assist customers, as the first point of contact for internal and external customers through effective and timely communication, issuing of vouchers and reports
- Assess energy rebate customer applications and provide contact center services for the energy rebates, including email and phone support
- Computer Abilities/ Database Entry
- High Level of customer service skills
- Working with Retailors to assist customers
- Empathy and understating of customers sensitive situations
- Working in a high work load environment and adhering to KPI’s
Senior Consultant/Assistant to Team Lead - Operations
TABCORP Holdings
09.2014 - 03.2022
- Responsible for providing operational support to the Team Leader
- In a fast-paced environment such as the support centre for TAB's retail network, I can lead a team of 15-25 daily either alone or with other leaders, I overall identify and react to any issues that are hindering the performance of TABCORP's retail network if working alone on shift or provide support to Team managers
- Collate relevant information and escalate to the Team Leader on duty (unless working alone)
- Assist in monthly coaching and development meetings
- Enforce KPI's set out by management
- Provide support to rest of the team
- Ensure reporting is kept up to date
- Overall subject matter expert on TAB's products
- Establishing and maintaining relation with key stakeholders
- Supporting 15-20 staff members
TAB Supervisor
Penrith Paceway
03.2002 - 08.2014
- In my 12 years at Penrith Paceway I would supervise the TAB and also perform Gaming attendant duties
- I was responsible for a wide variety of duties which the below outline;
- Managing gaming machines
- Managing TAB and Keno Gaming systems
- Monitoring guest behaviour and RCG
- Maintaining responsible gaming practices
- Money handling and payment facilitation
- Operating and reconciling EFTPOS and point of sale terminals
- Assisting with food and beverages
- Ensuring all customers have an excellent experience
- Promotion and marketing handling
- Training new team members
- Reception handling; checking ID, new memberships, renewal of membership, answering the phone
Telemarketing
Breathe Eazy
06.2001 - 02.2002
- Outbound calls
- Build and maintain relationships with customers whilst maintaining high levels of customer service
- Assisting with customer queries
- Upselling products
- Booking appointments
- Promoting/selling products
Education
Interim (TAB Accreditation) - CSR Level 1,2 & Responsible conduct of Gaming (RCG)
TAB
TAFE NSW - Keyboard skills and Basic Computer Skills
TAFE NSW
Skills
- Excellent customer service
- Strong communication skills
- Results driven
- Team player
- Able to work with a diverse range of people
- Motivated and focused
- Ability to quickly adapt to changing work demands and priorities
- Reliable
- Punctual
- Positive attitude
- Willingness to approach challenges
- Ability to communicate articulately
- Connect with others
- Maintain a tactful approach under pressure
- Office management
- Team leadership
- Complaint resolution
- Customer service
- Friendly, positive attitude
- Problem-solving
- Organizational skills
- Leadership
- Planning
- Team management
- [Area of certification] certified
- Microsoft Word
- Problem resolution
- Relationship building
- Troubleshooting
- Remote office availability
- Training & Development
References
- Joseph Perri, TABCORP TEAM LEADER, Joseph.perri@thelotterycorporation.com
- Lauren Slade, Supervisor - NSW GOV, lslade@apgworkforce.com.au
- Joel Nunn, Director Of Operations at JMN Building Services, jmnbuildingservices@gmail.com
Community And Volunteer
- St Vincent De Paul, Patrol Night, Catering and supplying food and beverages for the homeless
- Red Cross, Blood donation collection
Timeline
Construction Office Manager
JMN Building Services Pty Ltd
04.2023 - 11.2024
Customer Service Agent
NSW Government-Energy Assistance Team (EPA)
09.2022 - 03.2023
Senior Consultant/Assistant to Team Lead - Operations
TABCORP Holdings
09.2014 - 03.2022
TAB Supervisor
Penrith Paceway
03.2002 - 08.2014
Telemarketing
Breathe Eazy
06.2001 - 02.2002
Interim (TAB Accreditation) - CSR Level 1,2 & Responsible conduct of Gaming (RCG)
TAB
TAFE NSW - Keyboard skills and Basic Computer Skills
TAFE NSW
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