Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

LEA TURNER

Wynyard,Australia

Summary

Customer service professional with extensive experience in transaction processing and record keeping. Demonstrated success in improving client satisfaction through effective problem-solving and administrative support. Consistently exceeding performance targets whilst managing high-volume enquiries and building strong stakeholder relationships.

Overview

13
13
years of professional experience

Work History

Customer Service Officer

Service Tasmania
Burnie
10.2022 - Current
  • Deliver high-standard customer service for diverse government inquiries and services to stakeholders.
  • Process high volumes of transactions in a fast-paced environment.
  • Execute administrative functions related to customer inquiries and transactions efficiently.
  • Maintain accurate record keeping and managed email correspondence effectively.
  • Conduct cashiering, cash handling, and EFTPOS transactions with precision.
  • Perform reconciliations, banking, and daily financial procedures consistently.
  • Sort and distribute mail to ensure timely delivery.
  • Assist in completion of daily, weekly, and monthly tasks as required.

Owner/Operator

Cocoa Ruby
Katoomba, NSW
04.2018 - 12.2021
  • Produced quality handcrafted, gluten-free, dairy-free, refined sugar-free vegan cakes for retail and wholesale.
  • Fulfilled bespoke and custom orders for special occasions, meeting client specifications.
  • Managed large weekly wholesale and retail orders to ensure timely delivery.
  • Conducted marketing and promotional activities to increase brand visibility.
  • Executed bookkeeping, banking, invoicing, stock replenishment, and inventory management.

Initial Liability Delegate - APS 5

The Department of Veterans' Affairs, Rehabilitation and Compensation
Melbourne, VIC
03.2015 - 02.2018
  • Conducted case management for compensation claims from Australian Defence Force and Veteran clients.
  • Drafted formal determination letters based on medical evidence and legislative requirements.
  • Provided client consultation and exemplary customer service support.
  • Performed administrative tasks, including email correspondence and record keeping.
  • Applied complex legislation to assess medical evidence and determine outcomes.
  • Facilitated staff training sessions to enhance team expertise and efficiency.
  • Managed high volumes of claims while ensuring compliance with regulatory standards.

Administration Assistant - APS 5

The Department of Veterans' Affairs, Rehabilitation and Compensation
Melbourne, VIC
06.2014 - 03.2015
  • Provided comprehensive administrative support to management operations.
  • Managed department inbox and handled all email correspondence efficiently.
  • Answered and directed high volume of incoming calls to appropriate personnel.
  • Updated physical and digital files, spreadsheets, and databases regularly.
  • Registered compensation claims and coordinated referrals to relevant Delegate for processing.
  • Arranged travel and accommodation for veteran clients attending medical appointments.
  • Processed transport reimbursement claims for eligible clients in a timely manner.
  • Distributed mail to ensure effective communication within the department.

Technical Support Officer - APS 5

The Department of Veterans' Affairs, Choice and Maintainability in Veterans' Services (CMVS)
Melbourne, VIC
03.2013 - 06.2014
  • Delivered exceptional customer service and technical support for DVA Online Services tool 'MyAccount' through MyGov.
  • Responded to high volume of inquiries via telephone, email, and in-person interactions.
  • Received 'The CIO's Value Add Client Service Award' for outstanding service delivery.
  • Recruited, trained, and managed four temporary staff to enhance operational efficiency.
  • Facilitated training sessions for DVA staff and clients through Ex-Service Organisations, both locally and interstate.

Quality Assurance Officer - APS 5

The Department of Veterans' Affairs, Client Contact and Performance
Melbourne, VIC
09.2012 - 03.2013
  • Managed relocation and storage of resources and documents into secure records management system.
  • Updated and maintained diverse databases to ensure accuracy and accessibility.
  • Conducted quality assurance assessments on contact centre staff's computer system usage.
  • Tested e-learning systems for implementation within DVA call centre operations.
  • Selected to support management in client service delivery for DVA online Services at RSL Congress, Port Douglas, QLD.
  • Responded to high volume of calls regarding benefits and services from Department of Veterans' Affairs.
  • Delivered exceptional customer service through in-person interactions, phone communication, and written correspondence.
  • Consistently exceeded performance targets, achieving 95% adherence rate.

Education

Bachelor - Contemporary Arts

University of Tasmania
Launceston, TAS
01.2004

Certificate IV - Film and Television Production

TAFE Tasmania
Alanvale, TAS
01.2001

Skills

  • Customer service
  • Transaction processing
  • Record keeping
  • Cash handling
  • Email correspondence
  • Administrative support
  • Data entry
  • Problem solving
  • Time management
  • Client consultation
  • Records maintenance
  • Documentation and reporting
  • Complaint handling

References

  • Rachael Armstrong, Team Leader (Current), Service Tasmania, 0487908865, rachael.armstrong@services.tas.gov.au
  • Simone Williams, Team Leader (Previous), The Department of Veterans’ Affairs, 0423 056 627, swilliams@longbeachrsl.com.au

Timeline

Customer Service Officer

Service Tasmania
10.2022 - Current

Owner/Operator

Cocoa Ruby
04.2018 - 12.2021

Initial Liability Delegate - APS 5

The Department of Veterans' Affairs, Rehabilitation and Compensation
03.2015 - 02.2018

Administration Assistant - APS 5

The Department of Veterans' Affairs, Rehabilitation and Compensation
06.2014 - 03.2015

Technical Support Officer - APS 5

The Department of Veterans' Affairs, Choice and Maintainability in Veterans' Services (CMVS)
03.2013 - 06.2014

Quality Assurance Officer - APS 5

The Department of Veterans' Affairs, Client Contact and Performance
09.2012 - 03.2013

Bachelor - Contemporary Arts

University of Tasmania

Certificate IV - Film and Television Production

TAFE Tasmania
LEA TURNER