Louise Thorpe
Brisbane,QLD
Summary
Dedicated Service Delivery Officer with expertise in customer relationship management and a strong background in animal health. Proven ability to resolve complex issues while maintaining high customer satisfaction and attention to detail.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Delivery Officer (APS4)
Services Australia, Centrelink
Brisbane, QLD
08.2024 - Current
- Manage all customer inquiries regarding Jobseeker payments, crisis payments, employment income reporting, and online service troubleshooting via telephony channels.
- Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Capable of handling high call volume while upholding professionalism and achieving exceptional customer service.
- Maintain precise records and executed data entry across multiple Centrelink programs.
Applied technical coding in Customer First, Customer Record, Process Direct, Assisted Customer Claim, and My Support. Demonstrating strong attention to detail and investigative skills while operating Centrelink software. - Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Evaluated claims, clarified claim and internal review processes, addressed issues related to claim processing and payment affecting circumstances in accordance with federal legislation.
- Maintain updated knowledge through continuing education and advanced training.
- Cultivated strong relationships with customers through tailored assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Animal Technician
University of Queensland
Brisbane, QLD
03.2010 - 08.2024
- Treated minor injuries and ailments, contacting veterinarians to obtain treatment for animals with serious illnesses or injuries.
- Collaborated with researchers in person and through email to support colony management plans and experimental requirements while ensuring adherence to regulations and animal welfare
- Assisted veterinarians during examinations or surgical procedures on animals
- Monitoring rodent, avian, and large animal colonies for sick or injured animals, reporting, and recording such findings in accordance with SOP.
- Recording data across computer platforms such as Mosaic Vivarium, adjusting sample and animal transfers in Microsoft Word and Excel.
- Administered subcutaneous and intraperitoneal injections, conducted blood collection, and executed rodent plug checks.
- Transport GMO animals between facilities while abiding to the relevant legislation, standards, procedures, and guidelines.
- Executing high-standard daily laboratory animal husbandry and care, incorporating enrichment and wellbeing practices.
- Manage equipment processing, regulatory decontamination, cleaning and, waste disposal protocols.
Senior Veterinary Nurse
Arana Hills Veterinary Clinic
Brisbane, QLD
07.2002 - 03.2010
- Handled administrative tasks related to veterinary services, such as scheduling appointments, ordering supplies and billing clients.
- Coordinated communication between clients and veterinary staff regarding treatment plans.
- Developed patient records using veterinary management software for accurate tracking.
- Administered vaccinations and medications prescribed by the veterinarian.
- Helped maintain a clean, safe environment for all patients by following infection control policies.
- Educated clients on animal care topics including nutrition, preventive health practices, and behavioural issues.
- Supported veterinarian during surgical procedures by preparing and sterilising instruments and administering anaesthesia.
- Carried out routine laboratory procedures for hematology, urinalysis, and serology.
- Used non-aggressive animal management to restrain animals during examinations or vaccinations.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress.
- Educated pet owners on medication administration and post-operative care.
- Observed animal physical conditions to detect illness or unhealthy conditions requiring medical care.
- Delivered excellent service to pet owners to drive repeat business.
Education
American Association For Laboratory Animal Science
University Of Queensland01-2014
Certificate III Animal Technology
Grovely Tafe
Brisbane, QLD01-2013
Certificate IV Veterinary Nursing
Ithaca Tafe
Brisbane, QLD01-2009
Certificate III Animal Studies
Ithaca Tafe
Brisbane, QLD01-2005
Certificate II Animal Studies
Ithaca Tafe
Brisbane, QLD01-1999
Skills
- Effective communication and relationship building
- Microsoft Office
- Dependable and responsible
- Problem-solving and critical thinking
- Active listening
- Team collaboration
Certification
- Approved Arrangements for Accredited Persons, Department of Agriculture and Water Resources - 2016
- Biosecurity Awareness, Department of Agriculture and Water Resources -2016
References
References available upon request.
Timeline
Service Delivery Officer (APS4)
Services Australia, Centrelink
08.2024 - Current
Animal Technician
University of Queensland
03.2010 - 08.2024
Senior Veterinary Nurse
Arana Hills Veterinary Clinic
07.2002 - 03.2010
American Association For Laboratory Animal Science
Certificate III Animal Technology
Grovely Tafe
Certificate IV Veterinary Nursing
Ithaca Tafe
Certificate III Animal Studies
Ithaca Tafe
Certificate II Animal Studies
Ithaca Tafe
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