Leeza Dorevitch
Coomera,QLD
Summary
Dedicated and versatile professional with extensive experience in library services, customer support, and administrative roles across diverse sectors. Demonstrates exceptional interpersonal skills, a keen eye for detail, and a strong commitment to delivering high-quality service to various communities. Proficient in leveraging technology to enhance service delivery, with a proven track record of supporting operational efficiency in fast-paced environments. Passionate about continuous learning and development, thriving in team-oriented settings while proactively contributing to the achievement of organizational goals through innovative and solution-focused strategies.
Overview
2024
2024
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Concentrix
2025 - 2025
- Communicated clearly, respectfully, and empathetically with diverse clients, including those experiencing hardship or distress
- Resolved client inquiries efficiently, identified needs quickly, and escalated complex issues as required
- Navigated multiple government databases and CRM systems simultaneously to manage sensitive client information
- Actively listened to client concerns, providing tailored support and accurate information
- Applied working knowledge of social services, benefits programs, and DHS policies to assist clients appropriately
- Handled high call volumes while maintaining service quality and meeting call performance metrics
- Utilised de-escalation techniques to manage emotionally charged conversations with professionalism and calm
- Maintained strict compliance with privacy legislation and data protection protocols (e.g. Privacy Act 1988)
- Collaborated effectively with colleagues and supervisors to deliver seamless, consistent client service
Library Officer
Kingston Libraries
01.2019 - 01.2024
- Delivered warm, inclusive, and adaptable customer service, ensuring all visitors felt welcomed, acknowledged, and supported
- Assisted a diverse range of patrons, including seniors, CALD communities, and youth with access to collections, services, and digital platforms both in-person and over the phone
- Provided guidance on library systems and digital resources, building digital literacy through one-on-one and small group technology support for PCs, mobile devices, printers, and Wi-Fi
- Performed circulation desk duties, including loans, returns, shelving, fine sorting, transit processing, and collection maintenance (weeding, stock rotation, and housekeeping)
- Maintained a safe, clean, and accessible library environment that was welcoming to all users
- Promoted library services, events, and facilities through direct customer engagement, displays, and promotional materials
- Facilitated community programs such as Seniors’ Digital Literacy, Brain Training sessions, Book Group and School Holiday Programs
Customer Service
Hampton East Newsagency / Bluff Road News Pty Ltd
01.2016 - 01.2019
- Certified Tattslotto Terminal Operator, trained via The Lott New Retailer Program (Melbourne)
- Processed lottery entries, ticket validations, and payouts with accuracy and attention to compliance
- Adhered to all lottery security protocols and maintained up-to-date procedural knowledge
- Performed daily terminal opening/closing procedures and basic troubleshooting
- Operated EFTPOS and lottery terminals concurrently in a fast-paced retail environment
- Maintained float accuracy, completed end-of-day reconciliations, and prepared banking deposits
- Managed newspaper and magazine subscriptions, deliveries, and unsold returns
- Supported onboarding and training of new staff in lottery and retail procedures
- Upsold and cross-sold store products and services to maximise sales opportunities
- Maintained merchandising and display standards in line with franchise compliance requirements
- Assisted with stock control, inventory rotation, and promotional display setups
- Ensured the lotto sales area remained clean, organised, and secure at all times
Qualified Residential Youth Worker
Integrated Staffing Solutions
01.2014 - 01.2016
- Provided 24/7 supervision and conducted ongoing risk assessments to ensure client safety
- Applied trauma-informed care practices, including crisis intervention, conflict resolution, and behaviour de-escalation
- Completed detailed incident reports, daily case notes, and thorough shift handovers using the Communication Diary
- Collaborated with multidisciplinary teams and external agencies, including Social Workers, Therapists, Schools, Police, and Paramedics
- Demonstrated cultural sensitivity and awareness in all client and team interactions
- Maintained strict adherence to privacy, confidentiality laws, and organisational policies and procedures
- Built trust and rapport through empathy, patience, active listening, respect, appropriate boundaries, validation, and honesty
Front Office Manager
Aquarius Motel
01.2010 - 01.2014
- Greeted and assisted guests upon arrival, ensuring a welcoming and professional first impression
- Assigned rooms and issued keys in alignment with booking details and guest preferences
- Handled late arrivals and early departures, maintaining smooth front desk operations
- Responded promptly to emails and phone inquiries, providing accurate information and support
- Managed guest check-in and check-out procedures with efficiency and attention to detail
- Verified guest identities and payment methods to ensure secure and compliant transactions
- Handled cancellations and no-shows in accordance with motel policies and reservation systems
- Enforced motel policies and safety procedures to ensure a secure and comfortable environment for all guests
Rental Property Manager
Feren Real Estate Pty Ltd
01.2008 - 01.2010
- Delivered polite, professional, and responsive customer service to clients, agents, landlords, and tenants
- Handled a high volume of queries and complaints with efficiency, empathy, and clear communication
- Mediated disputes and resolved issues with professionalism, maintaining positive client relationships
- Prepared and processed legal documentation accurately and within required timeframes
- Provided clerical, marketing, and front desk support to the sales team to assist with daily operations
- Administered rental property keys, scheduled appointments, and coordinated routine property inspections
- Organised internal meetings and client conferences, maintaining strict confidentiality with sensitive information
Legal Administrator
Western Australian Electricity Commission
01.2005 - 01.2007
- Demonstrated strong written and verbal communication skills in daily interactions with staff and customers
- Maintained positive working relationships with internal teams and external stakeholders
- Typed and formatted concise accident investigation reports and legal documents with accuracy and confidentiality
- Prepared professional business correspondence, including letters, memos, and reports
- Handled sensitive information with discretion, ensuring strict privacy and compliance standards
- Scheduled and managed appointments while maintaining organised physical and digital filing systems
- Provided customers with accurate information regarding electricity usage, safety procedures, and services
Office Administration Manager
Atex Media Solutions Pty Ltd
01.2001 - 01.2004
- Supported Financial Controller, Marketing Manager, and Technical Teams with high-level admin and coordination tasks
- Managed invoicing, debt collection, expense tracking, and assisted with budgeting
- Organised two full office relocations, overseeing logistics, timelines, vendor coordination, and team communication
- Handled daily courier dispatch, banking, and petty cash management
- Produced business correspondence, reports, and presentations to professional standards
- Coordinated team travel, meeting schedules, and company events
- Maintained office supplies, equipment, and service contracts to ensure smooth daily operations
- Responded to urgent issues with practical, solution-focused actions under pressure
Education
Dual Diploma - Community Services Work and Case Management
Holmesglen Institute of Tafe
01.2014
Associate Diploma - Business in Legal Practice
RMIT University
Melbourne, Victoria01.1994
Skills
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Work coordination
- Innovation and creativity
- Meeting facilitation
- Collaborative leadership
Certification
- Concentrix Training - DHS call centre (2025)
- Health & Safety Representative Refresher Training (2024)
- Health & Safety Representative Training (2023)
- Train the Trainer (ICML Pty Ltd, 2023)
- Managing Up with Influence and Impact (Learn4Results, 2023)
- Standard Mental Health First Aid Course (2022)
- ALIAPD Reader’s Advisory (2022)
- The Lott, New Retailer Training Program (2016)
- Emergency First Aid (2015, 2022)
- DVRCV CRAF Training (Family Violence Assessment Framework) (2014)
- Autism Spectrum Disorder Training and Behaviour (2013)
- Hope for Suicide Prevention & Bereavement Support Training (2012)
- Certificate in Education Integration /Teacher’s Aide (2010)
- MYOB Accounting (1999)
Timeline
Library Officer
Kingston Libraries
01.2019 - 01.2024
Customer Service
Hampton East Newsagency / Bluff Road News Pty Ltd
01.2016 - 01.2019
Qualified Residential Youth Worker
Integrated Staffing Solutions
01.2014 - 01.2016
Front Office Manager
Aquarius Motel
01.2010 - 01.2014
Rental Property Manager
Feren Real Estate Pty Ltd
01.2008 - 01.2010
Legal Administrator
Western Australian Electricity Commission
01.2005 - 01.2007
Office Administration Manager
Atex Media Solutions Pty Ltd
01.2001 - 01.2004
Customer Service Officer
Concentrix
2025 - 2025
Dual Diploma - Community Services Work and Case Management
Holmesglen Institute of Tafe
Associate Diploma - Business in Legal Practice
RMIT University