Linelle Kersten
Lara
Summary
Knowledge management specialist committed to optimising organisational knowledge assets. Demonstrated skill in content management and collaboration tools to enhance team productivity. Proven ability to streamline processes and foster culture of continuous improvement.
Overview
10
10
years of professional experience
Work History
Knowledge Management Content Writer
GMHBA
01.2022 - Current
- Managing and maintaining the digital Knowledge Management System (KMS) for the GMHBA Operations department.
- Developed and implemented a communication strategy for new and updated processes and procedures.
- Strengthened inter-departmental relationships to ensure the accuracy of documented policies and build trust.
- Collaborated with stakeholders through process mapping to create simplified decision tools.
- Enhanced rich text templates by incorporating drop-downs and search bars for easier navigation.
- Reviewed staff feedback to continuously improve the effectiveness of the KMS.
- Ensured compliance with broader business policies and external legislative requirements.
Customer Service Agent
GMHBA
08.2021 - 01.2022
- Efficiently and effectively answered inbound phone, email, and web chat inquiries, consistently achieving top quality assurance scores.
- Managed member feedback and challenging interactions, escalating priority issues as needed in a timely manner.
- Stayed updated with regulatory changes by actively participating in training sessions.
- Liaised promptly and efficiently with internal stakeholders to transfer or resolve member inquiries.
Solar Field Service Coordinator
Origin Energy
07.2019 - 07.2021
- Managed and coordinated a government-mandated installation project.
- Established standard customer communication emails, resulting in improved email quality and response times.
- Accurately completed detailed paperwork for solar grid connection and metering requests.
- Assisted with inventory management by reporting trends and stock transitions using Excel to ensure equipment meets demand without holding excessive stock.
Power of Choice Senior Resolutions Consultant
EnergyAustralia
12.2017 - 07.2019
- Acted as a change champion for metering and billing projects, identifying risks, understanding their impact on customers, and reporting them to relevant stakeholders.
- Communicated system changes to customer consultants through in person training.
- Validated and suggested improvements for new process documents and reference guides.
Customer Assist Administration Consultant
EnergyAustralia
11.2015 - 12.2017
- Collected and analysed refund data to quantify campaign credit refunding, highlighting the need to modify contract terms to reduce funds leakage.
- Developed a refund process checklist to minimise errors and improve efficiency.
- Created a meter reconfiguration table to empower agents to handle meter queries, enhancing customer experience.
- Developed an Excel calculator to streamline the process of forecasting a customer’s bill across various tariffs.
Subject Matter Expert: Manila (Secondment)
EnergyAustralia
09.2016 - 12.2016
- Served as a subject matter expert to establish a new customer service team in the Philippines, coaching agents on call handling skills and team leaders on escalation resolution.
- Trained team leaders on company refund and credit application processes.
Customer Support/Solutions Consultant
EnergyAustralia
09.2014 - 11.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring customer satisfaction at all times.
Education
Workshop - Elevate Your Workshops, Training And Presentations
GMHBA
01-2024
Business Development Course - Effective Business Writing
Australian Institute of Management
01-2023
Workshop - HBDI Whole Brain Thinking Workshop
GMHBA
01-2023
Certificate III - Education Support
South West TAFE
01-2022
Diploma - Remedial Massage
The Gordon
01-2011
VCE -
Clonard Collage
01-2009
Skills
- Knowledge Management System content management
- Business process optimisation
- Technical process documentation
- Training creation and delivery
- Enhance user leaning and engagement
- Advanced problem solving
- Time management
- Team collaboration
- Attention to detail
- Critical analysis
- Strong written and verbal communication skills
- Working autonomously
- Research skills
- Use of brand voice
- Stakeholder rapport and relationships
Accomplishments
- Winner of the 2024 livpro Knowledge Object Award - Awarded for creating a high-impact knowledge object that improved efficiency, customer satisfaction, and reduced errors. Recognised for measurable results through KPIs, user engagement, and process improvements.
References
Available Upon Request (Internal and External)
Timeline
Knowledge Management Content Writer
GMHBA
01.2022 - Current
Customer Service Agent
GMHBA
08.2021 - 01.2022
Solar Field Service Coordinator
Origin Energy
07.2019 - 07.2021
Power of Choice Senior Resolutions Consultant
EnergyAustralia
12.2017 - 07.2019
Subject Matter Expert: Manila (Secondment)
EnergyAustralia
09.2016 - 12.2016
Customer Assist Administration Consultant
EnergyAustralia
11.2015 - 12.2017
Customer Support/Solutions Consultant
EnergyAustralia
09.2014 - 11.2015
Workshop - Elevate Your Workshops, Training And Presentations
GMHBA
Business Development Course - Effective Business Writing
Australian Institute of Management
Workshop - HBDI Whole Brain Thinking Workshop
GMHBA
Certificate III - Education Support
South West TAFE
Diploma - Remedial Massage
The Gordon
VCE -
Clonard Collage
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