Mary-Anne KERSEY
Pearsall
Summary
A highly motivated, dynamic individual with 20 years of experience in a fast-paced customer service environment at the Water Corporation. Equipped with superior communication and stakeholder engagement capabilities as well as exceptional analytical and problem-solving skills. Inspired to maintain a constructive team culture with a strong commitment to safety, continuous improvement, diversity and inclusion.
Overview
21
21
years of professional experience
Work History
Administration Officer - Bushfire Mitigation
Water Corporation
05.2021 - Current
- Proactively provide a range of administrative and general support across Bushfire Mitigation including but not limited to travel/accommodation arrangements, invoicing, purchase orders and stationery orders.
- Coordinate and monitor the teams document management processes and performance.
- Manage the provision of support services to ensure compliance with corporate requirements, including Learning Management system, WHS systems and other business support systems.
- Support other business unit sections as and when required during peak workload to ensure overall business unit outcomes are achieved.
- Respond to routine queries within specialised area to internal stakeholders in a timely manner.
- Provide support to Bushfire Mitigation Lead Team as required.
Meter Renewal Officer
Water Corporation
01.2019 - 05.2021
- Tracking materials and equipment used for projects in SAP
- Providing administrative support to the Meter Renewals Team
- Accountable for developing and delivering business improvements
- Scheduling work for contractors and processing work through SAP weekly
- Managing customer contacts, resolving customer enquiries and complaints
- Coordinating and supervising contractors’ movements and scheduling their work
- Providing customer information and advice on technical issues relating to the delivery of meter related projects
- Participating in effective communication and community engagement strategies to support delivery of infrastructure projects
- Liaising with the Project Team and other Corporation staff to ensure information is obtained to answer customer correspondence
(Acting) Meter Renewal Coordinator
Water Corporation
05.2020 - 06.2020
- Managing all forecast planning / scheduling for the meter renewals
- Generating reports on project totals for all current projects using SAP
- Preparing written reports, briefing notes, data analytics and visual presentations
- Handling purchase orders and one-off claims through both Concur and Cascade
- Managing contractors through Taleo and Learning Management Systems (LMS)
- Proactively developing strong relationships with internal and external stakeholders
- Assisting the Project Manager and Project Engineer with stakeholder management
- Supporting the workforce in the areas of training, development, coaching and mentoring programs
- Coordinating and delivering business improvements across the team with an emphasis on digital transformation
- Overseeing the enabling processes within the team including OHS, procurement, financial administration and systems management
Financial Support Officer
Water Corporation
07.2018 - 01.2019
- Responding to priority ones, ministerial and ombudsman enquiries
- Contacting customers to collect outstanding payments via one-time or negotiated payment plans
- Monitoring accounts for compliance with established payment plans and ensuring payments are met for hardship programs
- Providing information and direction to the Customer Centre and Regional Business Units in relation to acts, policies and procedures
- Visiting premises of customers to discuss account information and engaging customers into payment plans / hardship programs
- Providing exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances
Customer Financial Solutions Officer
Water Corporation
01.2014 - 07.2018
- Submitting requests for bad and doubtful debts
- Approving and recommending financial adjustments
- Coordinating information to support priority one enquiries as required
- Issuing debt recovery notices in accordance with the Corporation's debt management strategy
- Participating in team building processes and team commitment to continuous development and improvement
- Providing a debt management service to ensure the Corporation's revenue is recovered in an effective and timely manner
Senior Customer Service Representative
Water Corporation
01.2004 - 01.2014
- Negotiating payment arrangements with debt customers
- Creating investigations into customer enquiries / complaints
- Participating in the call centre service and program initiatives
- Referring unresolved customer complaints for further investigation
- Providing a high-quality telephone service to the Corporations customers
- Maintaining and updating system data to ensure correct customer records
Education
High School Diploma -
Carine Senior High School
Perth, WASkills
- Adaptable, resilient and able to work under pressure
- Experience in dynamic resource management and work scheduling
- Liaising with customers and stakeholders to deliver service excellence
- Superior computing skills and high knowledge with Microsoft 365 products
- Budget management
- Business processes
Timeline
Administration Officer - Bushfire Mitigation
Water Corporation
05.2021 - Current
(Acting) Meter Renewal Coordinator
Water Corporation
05.2020 - 06.2020
Meter Renewal Officer
Water Corporation
01.2019 - 05.2021
Financial Support Officer
Water Corporation
07.2018 - 01.2019
Customer Financial Solutions Officer
Water Corporation
01.2014 - 07.2018
Senior Customer Service Representative
Water Corporation
01.2004 - 01.2014
High School Diploma -
Carine Senior High School
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