Melissa Traves
Mindarie,WA
Summary
Throughout my career, I have developed a diverse skill set, with customer service, leadership, and communication being among my strongest attributes. Having worked in both government and private sector roles, I have gained the adaptability and confidence to take on new tasks with minimal training or supervision. My experience in sensitive and diverse roles has honed my ability to navigate a wide range of settings and situations with patience, tact, and empathy. I take great pride in working effectively with people, embracing new challenges, and contributing to positive outcomes.
Overview
21
21
years of professional experience
Work History
Customer Service Supervisor
SimplyMaid
Mindarie, WA
06.2019 - Current
- Served as the first point of contact for customer service, handling incoming inquiries, quotes, and scheduling bookings.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Reduced email response time, prioritizing urgent communications and delegating tasks effectively.
- Collaborated with cleaning supervisors addressing customer concerns and improving overall service quality
- Contributed to company growth by identifying business opportunities through lead generation activities on social media platforms.
- Coached admin team and cleaners through day-to-day work and complex problems.
- Developed and updated the company’s cleaning module workbook and operational processes.
- Recruited by screening applications, scheduling interviews, conducting interviews, selecting and facilitating onboarding activities for new cleaners and admin staff.
- Developed and maintained recruitment processes and procedures.
- Scheduled and organised staff rosters using appointment scheduling software.
Bookkeeping Administrative Assistant
Maximum Concrete Construction
Yanchep, WA
03.2007 - 04.2017
- Managed bookkeeping tasks for a family business.
- Recorded business expenses using MYOB software.
- Reconciled bank accounts to ensure accurate financial records.
- Prepared and lodged Business Activity Statements (BAS) via the ATO online portal.
- Submitted financial reports to accountants for review and compliance.
- Processed employee wages and calculated PAYG, superannuation, and long service leave entitlements.
- Generated and issued employee group certificates.
- Liaised with long service leave and superannuation boards to maintain compliance.
- Prepared quotes and coordinated job schedules with builders.
- Issued invoices and followed up on overdue payments.
- Created and maintained budgets to support financial planning and management.
Senior Personnel & Payroll Officer – Team Leader
Department of Health WA
Perth, WA
01.2004 - 05.2006
- Collaborated with HR department to ensure accurate employee records, benefit deductions, and leave balances.
- Calculated and processed wages and payments for hospital staff.
- Determined salaries, annual leave, shift allowances, and overtime entitlements.
- Conducted audits for annual leave and long service leave.
- Consistently met fortnightly payroll deadlines.
- Addressed and resolved employee complaints efficiently.
- Provided training and coaching support for team members.
- Managed staff rosters to ensure adequate coverage.
- Performed employee performance evaluations to support professional development.
Education
Diploma - Business Studies
Olympia Business College
Perth, WA01-1990
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team leadership
- MS office
- Complaint handling and resolution
- Verbal and written communication
- Schedule coordination
Timeline
Customer Service Supervisor
SimplyMaid
06.2019 - Current
Bookkeeping Administrative Assistant
Maximum Concrete Construction
03.2007 - 04.2017
Senior Personnel & Payroll Officer – Team Leader
Department of Health WA
01.2004 - 05.2006
Diploma - Business Studies
Olympia Business College