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, TAS01.2004
Certificate IV - Film and Television Production
TAFE Tasmania
Alanvale, TAS01.2001
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
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