Lorraine Firth
Rowville,Victoria
Summary
Driven professional with a track record of enhancing customer service delivery at Whitehorse City Council, leveraging complaint handling and computer proficiency.
Excelled in client relations and problem-solving, significantly contributing to team objectives and departmental KPIs.
Skilled in data entry and prioritization, consistently improving service efficiency and consumer satisfaction.
Built and maintained relationships with support workers and a diverse range of other stakeholders in dynamic, fast-paced settings.
Rosters completed in a timely manner.
Organised and dependable successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals often backfilling the Team Leader role.
Overview
15
15
years of professional experience
Work History
Customer Service Facilitator/Rostering
Whitehorse City Council
02.2011 - 09.2023
- Provide high quality and timely customer service and administration support to internal and external enquiries and functions across the department
- Handle and complete telephone enquiries received in line with Whitehorse customer service principles (CARES program) and utilise interpreters and other communication supports to facilitate communication for consumers who requires such supports
- Assist in the provision of accurate information to customers/consumers, including preparing and distributing information
- Act as the first point of contact for all referrals and information enquiries from individual residents, community agencies and health professionals
- Assist program Team Leaders and Coordinators in the development of appropriate guidelines and processes
- Utilise business systems to record statistical data as required
- Ensure that relevant consumer documentation and information is maintained on Council's client management system, currently (Carelink +) and My Aged Care
- Support and cooperate with team members in order to achieve individual, departmental and corporate objectives and Key Performance Indicators (KPI's)
- Ensure consumers are aware of their rights and responsibilities, including Privacy legislative requirements and the complaints process relating to service provision
- Promote programs and services offered by Whitehorse City Council's Home and Community Services department
Client Administration
McArthur Recruitment/Whitehorse City Council
08.2009 - 02.2011
- Performed client administration - filing and archiving in preparation for the introduction of a new software system
- Database Entry
- Telephone Roster
- Administrative Support
Administrative Officer/General Home Carer
McArthur Recruitment/Monash City Council
02.2009 - 08.2009
- Administration Officer
- provided support as a telephone receptionist
- office duties
- General Home Carer
- provided home care and support to clients
Outreach Support Officer
Yarra Plenty Regional Library
11.2008 - 02.2009
- Assisted with production of promotional material including electronic formats
- Assisted with events management
- Provided administrative support to the Community Engagement Department
- Prepared reports and spreadsheets
Education
No Degree - Frontline Management
Swinburne
Wantirna, VIC11.2011
Skills
Complaint Handling
Customer Service
Problem-solving abilities
Critical Thinking
Active Listening
Computer Proficiency
Data Entry and Filing
Professional telephone demeanor
Prioritization
Product Knowledge
Client Relations
Accomplishments
Home & Community Care Department
Whitehorse City Council
WRAP Award
(nominated by work colleagues)
Year 2012, 2013, 2014 and 2015
PADP Award
(Performance Appraisal and Development Plan)
Year 2013 and 2015
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of service complaints and customer satisfaction.
- Supervised team of 15 staff in Rostering/Home Maintenance/Intake and the Customer Service Team
(backfilling Team Leader role for two months)
- Developed a step by step manual for On Call that was utilised by the Rostering Team
- Collaborated with team of 6 in the development of Reflective Practices in the form of Case Discussions
- Collaborated with the Rostering Team to develop and implement a Rostering Process Reference document utilised by the department
- Completed Training Modules including "Improving Interpersonal Skills" "Leading a Positive Culture" "Customer Service" "Dementia Specific Workshop" and "Staff Awareness"
- Completed Workshops including "Ageing with Pride, Dignity and Respect " "Coping with Grief & Loss" and "Professional Boundaries"
- Compliance Training in accordance with Council Policies
Timeline
Customer Service Facilitator/Rostering
Whitehorse City Council
02.2011 - 09.2023
Client Administration
McArthur Recruitment/Whitehorse City Council
08.2009 - 02.2011
Administrative Officer/General Home Carer
McArthur Recruitment/Monash City Council
02.2009 - 08.2009
Outreach Support Officer
Yarra Plenty Regional Library
11.2008 - 02.2009
No Degree - Frontline Management
Swinburne
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