Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

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 Queensland
01-2014

Certificate III Animal Technology

Grovely Tafe
Brisbane, QLD
01-2013

Certificate IV Veterinary Nursing

Ithaca Tafe
Brisbane, QLD
01-2009

Certificate III Animal Studies

Ithaca Tafe
Brisbane, QLD
01-2005

Certificate II Animal Studies

Ithaca Tafe
Brisbane, QLD
01-1999

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
Louise Thorpe