- Enjoy hobbies that combine physical activity with outdoor exploration
- Camping
- Fishing
- Gemstone Mining
Lorna McArthur
Sapphire Centgral,QLD
Summary
Adept at driving operational excellence and fostering team collaboration, I leveraged my expertise in budget management and problem-solving to enhance service delivery and efficiency at RSFQ. My proactive approach in training and stakeholder management resulted in significant workflow improvements, showcasing my ability to thrive under pressure and maintain a calm, professional demeanor. I operate a very high professional level and have a strong background in support services, ensuring efficient operations and excellent client satisfaction. Skilled in problem-solving, communication, and resource management, consistently driving collaboration and achieving objectives. Adaptable and reliable in dynamic environments, well-versed in administrative tasks, technical troubleshooting, and customer service.
Overview
33
33
years of professional experience
Work History
Brigade Support Officer
RSFQ
12.2024 - Current
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Provided remote assistance to customers using various communication methods, ensuring efficient issue resolution.
- Created, prepared, and delivered reports to various departments.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
Vote Issuing Officer
State and Federal
01.2008 - Current
- Managed high volumes of requests under tight deadlines without compromising on accuracy or quality of work delivered.
- Average number of voters served per day - 700
- Coordinated closely with management to address any concerns or disputes involving document issuance in a timely manner.
- Proactively identified potential bottlenecks in the issuing process and took corrective action when necessary to maintain optimal productivity levels.
- Established strong relationships with clients through clear communication channels and proactive updates on application progress.
- Assisted in the training of new hires, sharing expertise to ensure consistent quality across the team''s work output.
- Provided exceptional customer service by addressing applicant inquiries promptly and professionally, fostering a positive experience for all involved parties.
- Introduced innovative solutions to common problems encountered during the issuing process, resulting in increased efficiency and fewer delays.
- Performed routine data entry or document management.
- Updated operational records or licensing information using computer terminals.
Manager
McArthur's Jewellers
01.1992 - Current
- Managed and motivated employees to be productive and engaged in work.
- Client numbers varied from 5 per day to 100 per day in peak season.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Courier Driver
Australia Post
10.2021 - 01.2022
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Adhered to all traffic laws while operating company vehicles for safe transportation of goods.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Followed company policies and procedures during shift.
- Utilized GPS technology for precise navigation, minimizing delays and optimizing route planning.
- Drove safely at all times to avoid accidents and harm.
Retail Assistant
Toyworld
01.1995 - 01.2000
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Interacted with customers proactively, identifying needs and offering suitable product recommendations.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Enhanced store appearance through diligent merchandising and regular upkeep of displays.
- Handled returns and exchanges professionally, adhering to company policies while prioritizing customer satisfaction.
- Contributed to a welcoming atmosphere through courteous interactions with both customers and fellow staff members.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
Skills
- Operational support
- Teamwork and collaboration
- Support services
- Stakeholder management
- Schedule coordination
- Communications support
- Problem-solving
- Verbal and written communication
- Work Planning and Prioritization
- Policy enforcement
- Professional networking
- Relationship building
- Teamwork
- Problem-solving skills
- Time management
- Reliability
- Calm and professional under pressure
Awards
2008 - Certificate of Commendation: recognition of volunteer work 2008 floods, issued by Queensland State Government.
2011 - Citation: recognition of volunteer work with RFS during Cyclone Yasi and Brisbane Floods.
2015 - National Medal 10 years service with RFB
2024 - National Clasps 15 years service with RFB
2024 - Nominated for volunteer of the year.
Interests
Referees:
David Adam
Inspector/Manager, Specialist Capability
RFSQ Operations, Southwest Region
Queensland Fire Department
M: 0460 855 537
17 Steger Road, Charlton, QL, 4350
Kim Polzin
A/Area Manager, Central Highlands Area
RSFQ Operations, Central Queensland District D2
Rural Fire Service Queensland
M: 0439 549 136
E: kim.polzin@fire.qld.gov.au
Timeline
Brigade Support Officer
RSFQ
12.2024 - Current
Courier Driver
Australia Post
10.2021 - 01.2022
Vote Issuing Officer
State and Federal
01.2008 - Current
Retail Assistant
Toyworld
01.1995 - 01.2000
Manager
McArthur's Jewellers
01.1992 - Current
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