Lauren Johnston
Lysterfield,VIC
Summary
Dedicated administrative professional with 16 years reception, administration and customer service experience, including employment with Deakin University where I manage large volumes of in-coming face to face queries and telephone enquiries. My Deakin performance reviews praised my ability to independently plan and prioritise my workload which allowed me to maintain high customer service levels and complete all administrative tasks on time. I am organised, efficient and able to coordinate a variety of complex activities from start to finish. My strong work ethic, communication skills, team-focus and initiative will assist me to support the events and activities and day-to-day processes required in this role.
Overview
20
20
years of professional experience
Work History
Administration Officer
Deakin Card, Parking and Transport, Campus Experience, IPP, Deakin University
04.2017 - Current
- Manage the Deakin Card Helpline and email
- Hold meetings with stakeholders to ascertain their needs for building and developing attendance tracking tailored to their area
- Set up and delivery of student attendance tracking program to various stakeholders across the university
- Assist the Parking and Transport team with their inbox and helpline
- Create visitor parking permits
- Assist with enquiries in relation to vPermit (long-term permits) Provide technical support and assistance in purchases of these permits
- Provide students, staff and the public with information about their parking infringements
- Assisted in a major Deakin Card Project where we refunded $500k worth of funds on student and staff cards
- Attend O week and provide information to students about Parking and Transport
- Process refunds to students who request Myki pass refunds
- Set staff up with access to Flexicar
- Created a new and more streamline ticketing system for the Graduations team
- Facilitated the Graduation team with their ticketing system.
Customer Service Liaison Officer
Facilities Management, Deakin University
04.2013 - Current
- Perform full range of front desk functions, mail collection, phone calls
- Sign in/out contractors who are on site for maintenance and new building works
- Keep insurance up to date for all external companies that are engaged
- Administrator for all three campuses and the work requests raised, then allocated to specific job captains for action
- Keep all pool cars serviced and organise monthly cleaning
- Provide administrative assistance to maintenance groups, signage when facilities are down, i.e.: broken toilets, lifts, lighting
- Spreadsheets and administration help for 1.5-million-dollar lift contract
- Monitor online inductions/re-inductions and take photos of new contractors
- Add new companies to the system, make sure insurances, work cover certificates are provided and current
- Administrate and coordinate electronic key cabinet/system, ensuring contractors have 24/7 access to campus keys for maintenance works
- Data Entry for False Fire Alarms across all campuses
- Manage the Help desk email/phone for all maintenance requests.
Customer Service and Reception
Student Life, Deakin University
08.2012 - 04.2013
- Perform full range of front of desk functions for Student Life at both Waurn Ponds and Burwood Campuses
- Respond to students’ enquiries by providing information, allocating appointments or making referrals to other areas within the university
- Refer to relevant services (medical, counselling, careers, academic skills)
- Co-ordinate appointments for professional staff using various computer packages
- Undertake required administrative and organisational duties
- Provide support for the Deakin Card operations.
Customer Service, Data Entry and Sales
Jones Hire & Catering Equipment (England)
11.2011 - 07.2012
- First point of contact over the phone and face-to-face for customer enquiries
- Data entry of all product codes to cross-check customer orders
- Provide monthly invoices to customers and answer enquiries about their accounts
- Problem-solve and liaise with other departments when a customer queries extra charges on their account
- Accompany the customers to the showroom and establish what equipment is needed for their event
- Dealing with a large volume of phone calls from customers who need emergency deliveries, to be able to stay calm and solve their problem
- Send out the monthly newsletter with information about upcoming and new products and equipment
- Visit ongoing customers to find out where improvements of day-to-day business can be made.
Administration Assistant
Deakin Card, Deakin University
04.2007 - 05.2011
- Maintaining spreadsheets such as daily amounts on student cards and takings at the campus outlets, totals and figures, end of month figures etc
- And running daily reports for balancing and statistical purposes
- Replying to all student and public queries via email and Resolving customer complaints promptly and professionally
- Liaising with other campuses to improve customer service and the efficient running of our team
- Setting up databases to enter monthly stock controls
- Managing the office when the manager is away
- Ordering all office requirements such as stationery
- Providing general administrative and customer support to the Administration Officer and Manager
- Basic knowledge of Best Practice and all related programs that are required on a day-to-day basis on the Student Life Medical Desk
- Deliver presentations to 1st Year International Students about the functions of Deakin Card
Waitress
Club Hotel
01.2004 - 04.2007
- First point of contact with customers
- Co-ordinate bookings
- Stock control
- Petty cash experience
- Dealing with difficult customers (Certificate)
- Responsible serving of Food (Certificate).
Education
Diploma in Criminal Justice -
Chisholm Institute of TAFE
Frankston, VIC01.2007
Victorian Certificate of Education -
Brentwood Secondary College
Glen Waverley, VIC01.2004
Skills
- Administrative Support
- Customer Relations
- Database Administration
- Database Management
- Customer Service
- Continuous Improvement
References
- Alyssa Hoffmann
Senior Officer, Deakin Card, Campus Experience
Phone - 522 73454
Email - alyssa.hoffmann@deakin.edu.au
- Wendy Meesen
Coordinator,Transport,Campus Experience
Phone - 522 1011
Email - wendy.meesen@deakin.edu.au
- Peter Cutter
Manager, Campus Experience
Phone - 0499 569 361
Email - peter.cutter@deakin.edu.au
Timeline
Administration Officer
Deakin Card, Parking and Transport, Campus Experience, IPP, Deakin University
04.2017 - Current
Customer Service Liaison Officer
Facilities Management, Deakin University
04.2013 - Current
Customer Service and Reception
Student Life, Deakin University
08.2012 - 04.2013
Customer Service, Data Entry and Sales
Jones Hire & Catering Equipment (England)
11.2011 - 07.2012
Administration Assistant
Deakin Card, Deakin University
04.2007 - 05.2011
Waitress
Club Hotel
01.2004 - 04.2007
Diploma in Criminal Justice -
Chisholm Institute of TAFE
Victorian Certificate of Education -
Brentwood Secondary College
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