Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kirsten Lockyer

Arana Hills,Queensland

Summary

Please find following my resume. As you will see I have well developed customer service skills and I am a keen and quick learner. I have excellent communication skills, and well developed organisational skills. I am a team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. I am motivated to maintain customer satisfaction and contribute to company success. I am enthusiastic and results-oriented with demonstrated passion for building relationships. I also believe I have well developed skills in complex problem-solving and conflict resolution.

Some of my skills include;

  • The ability to work efficiently and effectively in a busy environment,
  • Managing client expectations and problem solving,
  • Excellent written and oral communication skills,
  • Well developed time management and organisational skills.
  • Well developed multitasking and time management skills.
  • Ability to work autonomously and as part of a team.
  • I am a quick learner and am keen to get up to speed in a new role quickly.

Overview

25
25
years of professional experience

Work History

Administrative Assistant

Caring Cuisine
Mitchelton, QLD
06.2024 - Current
  • Maintained daily living standards by assisting clients with personal hygiene needs.
  • Transported clients to and from medical and mental health appointments with assigned vehicle.
  • Utilized strong assessment skills to determine necessary client care and daily function assistance.
  • Transported patients safely to social activities and doctors appointments.
  • Administered medication to patients according to strict schedules.
  • Guided clients in development of skills and strategies for dealing with individual problems.

Disability Support Worker

Self Employed
Upper Kedron, QLD
06.2023 - Current
  • Assisted clients with daily living activities such as bathing, dressing, and eating.
  • Maintained records of services provided, client progress, and goals achieved.
  • Organized recreational and educational activities for clients according to individual needs.
  • Assisted clients with activities of daily living such as eating, dressing, and grooming.
  • Facilitated communication between nonverbal individuals using sign language or other methods.
  • Transported clients to appointments, social events, and other activities as needed.
  • Administered medication according to doctor's orders and monitored side effects.
  • Provided assistance in the home environment including meal preparation and light housekeeping.

Your Saving Grace Domestic Cleaning

Self Employed
Arana Hills, Queensland
02.2017 - Current
  • Employ deep-cleaning techniques for areas in need of additional sanitation.
  • Manage client laundry with proper care and attention to needs of different linens and articles of clothing.
  • Wash and polish glass windows and doors to keep entryways clear and professional.
  • Ensure detailed and timely cleaning services while working with multiple interruptions.
  • Emptied wastebaskets and disposed of all soiled linen to reduce spread of germs and enhance freshness.
  • Removed finger marks and smudges from doors, frames and glass partitions.
  • Mopped and vacuumed floors and dusted furniture to maintain organized, professional appearance at all times.
  • Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
  • De-clutter and re-organize according to client's specific requests.

Support Specialist Assistant

QSSS
Brisbane, QLD
01.2024 - 04.2024
  • Assisted Support Specialists with staffing tailored to the needs of each individual client.
  • Liaised with Clients about staff and their particular requirements.
  • Liaised with management and stakeholders to champion the best outcome for the Clients.
  • Accurately entering employee information into the computerized roster system.
  • Maintaining accurate and up-to-date records of staff attendance and absences.
  • Assisting with the recruitment process by scheduling interviews and tests for potential candidates.
  • Ensuring compliance with labor laws and regulations related to staffing processes.
  • Monitoring overtime hours worked by employees and ensuring that they are compensated correctly.
  • Assisted with actualizing rosters for payroll purposes.

Customer Service Consultant

AMP
Brisbane, Qld
02.2023 - 06.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed strong customer relationships to encourage repeat business.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Set up and activated customer accounts.
  • Made outbound calls to obtain account information.

Medical Receptionist

Colorectal Diagnostics
Brisbane, QLD
01.2022 - 02.2023
  • Checked patients in and out for appointments and collected co-payments.
  • Called patients to confirm scheduled appointments and obtain additional details.
  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Processed patient payments and scanned identification and insurance cards.
  • Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
  • Took messages from patients and promptly relayed to appropriate staff.
  • Greeted each patient pleasantly and offered desk sheet for easy sign-in.
  • Delivered high-quality administrative and customer service to sustain patient and work flows.
  • Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
  • Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
  • Straightened up waiting room to maintain neat and organized space.
  • Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
  • Informed patients of financial responsibilities prior to rendering services.
  • Gathered, transcribed and typed medical information into charts.
  • Compiled physical and digital documents, charts and reports.
  • Ordered ink cartridges, toner, paper and other office supplies.
  • Applied knowledge of medical terminology and insurance processes to support office administration productivity.

Insurance Claims Manager

Suncorp
Brisbane, QLD
06.2021 - 12.2021
  • Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
  • Input claim information and payments into company database.
  • Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements.
  • Conducted detailed bill reviews to implement sound litigation management and expense control.
  • Discussed current cases and issues in claim committee meetings.
  • Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
  • Coordinated emergency repair, cleaning companies and contractors to optimize customer claim handling.
  • Analyzed information gathered by investigations and reported findings and recommendations.
  • Checked into questionable claims, interviewing agents and claimants to resolve errors and omissions.
  • Motivated team members to maintain targeted turnaround time to obtain processing goals.

Customer Service Representative

GE Money
Chermside & Strathpine , Queensland
02.2007 - 02.2016
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Upheld privacy and security requirements established by Governmental regulatory agencies.
  • Reviewed account and service histories to identify trends and issues.
  • Answered inbound calls per day and directed to designated individuals or departments.
  • Trained new employees in procedures and policies in order to maximize team performance.
  • Documented conversations with customers to track requests, problems and solutions.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Interviewed customers regarding financial problems and issues and reported feedback to management team.
  • Educated customers on special pricing opportunities and company offerings.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered customer questions and addressed concerns, resulting in reduction in complaint calls.
  • Escalated customer concerns to supervisors.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Worked with Branch Manager to develop customer service improvement initiatives.
  • Delivered service and support to each customer, paving way for future business opportunities.

Branch Manager

GE Money
Brisbane, Queensland
11.2004 - 02.2006
  • Networked within communities to identify and capitalize on business opportunities.
  • Compiled operational and risk reports detailing financial metrics to help management make proactive decisions.
  • Compiled, interpreted and verified crucial financial data, both actual and projected.
  • Employed and trained 5 new recruits according to established guidelines to improve efficiency and productivity.
  • Addressed ways to improve internal control processes and accounting procedures.
  • Decreased risk by analyzing loan submissions and implementing established guidelines and procedures.
  • Teamed with sales managers and sales consultants to create positive atmosphere, resulting in maximum profitability and customer satisfaction.
  • Worked with regulatory representatives to complete accurate filings and maintain compliance.
  • Delivered extensive coaching in financial processes and procedures to both newly hired and existing employees.
  • Reviewed applications against established parameters to determine approval, rejection or modification requirements.
  • Assessed client needs and developed specific strategies to establish financial capabilities.
  • Improved customer satisfaction ratings by employing conflict resolution techniques.
  • Collaborated with operations manager on staff compliance with all financial and banking regulations.
  • Hired and supervised customer service representative's for optimal productivity while adopting training program to educate personnel on best practices and protocols.
  • Identified interest rates and loan terms by reviewing and analyzing client credit.
  • Initiated growth opportunities by collaborating with external businesses to develop marketing strategies aligned with current trends, new item innovation and brand-specific sales.
  • Inspected client financial reports and implemented comprehensive systems to align with customer needs and boost sales.
  • Approved and qualified applications for financing, closed sales contracts and cross-sold insurance products while complying with state laws.
  • Drafted monthly operation summaries, identified cost savings and communicated results to regional managers.

Customer Service Representative

AVCO & then GE Money
Nowra NSW & Brisbane QLD, NSW & QLD
02.2000 - 11.2004
  • Educated customers on variety of loan products and available credit options to promote valuable decision-making.
  • Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
  • Met with applicants to obtain information for loan applications and answer questions about processes.
  • Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
  • Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports.
  • Performed daily maintenance of loan applicant database.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.

Education

Bachelor of Social Science (Counselling) - Social Science And Counselling

Torrens University
Sydney
01.2025

Diploma of Applied Social Science - Social Science And Counselling

Torrens University
Sydney
03.2021

Certificate IV in Assessment And Workplace Training - Training

TAFE QLD
Brisbane QLD
12.2005

Bachelor of Hospitality - Hospitality Management

University Of Western Sydney Hawkesbury
Richmond NSW
05.1997

Skills

  • Strong written and oral communication skills
  • Strong multi-tasking skills
  • Excellent time management
  • Strong problem solving skills
  • Well developed ability to work autonomously and as part of a team
  • Strong people focus and orientation
  • Schedule management
  • Confidential document control
  • Customer relations
  • Appointment scheduling
  • Data entry
  • Administrative operations
  • Microsoft experience both from work and study
  • Microsoft Office expertise
  • Inbound and Outbound Calling
  • Problem-solving abilities
  • Adaptive team player

Timeline

Administrative Assistant

Caring Cuisine
06.2024 - Current

Support Specialist Assistant

QSSS
01.2024 - 04.2024

Disability Support Worker

Self Employed
06.2023 - Current

Customer Service Consultant

AMP
02.2023 - 06.2023

Medical Receptionist

Colorectal Diagnostics
01.2022 - 02.2023

Insurance Claims Manager

Suncorp
06.2021 - 12.2021

Your Saving Grace Domestic Cleaning

Self Employed
02.2017 - Current

Customer Service Representative

GE Money
02.2007 - 02.2016

Branch Manager

GE Money
11.2004 - 02.2006

Customer Service Representative

AVCO & then GE Money
02.2000 - 11.2004

Bachelor of Social Science (Counselling) - Social Science And Counselling

Torrens University

Diploma of Applied Social Science - Social Science And Counselling

Torrens University

Certificate IV in Assessment And Workplace Training - Training

TAFE QLD

Bachelor of Hospitality - Hospitality Management

University Of Western Sydney Hawkesbury

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Kirsten Lockyer