Michelle Heinen
Normanville,SA
Summary
A dedicated and proven administrative and customer service professional with more than 9 years of experience in this specialisation.
With a genuine enjoyment of both administration in the government sector, my objective is to continue my career in such a role within this area. Naturally organised and never one to enter a work day without a task list, I can be relied upon to always know what is due and by when, and when it comes to assisting colleagues with their own workload, Im on hand to assist too. Demonstrating the ability to quickly become proficient with the systems processes and procedures central to my role. I am often considered a go-to person for technical questions and willing to share my knowledge and advice to strengthen the overall team of which I am a part. With my unanimously positive performance review feedback and genuine passion for administration within government. I look forward to exceeding exceptions in my next processional appointment.
Overview
12
12
years of professional experience
Work History
Executive Assistant to Regional Executive Director
Department Of Chief Minister And Cabinet
03.2022 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
- Improved operations through consistent hard work and dedication.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Used coordination and planning skills to achieve results according to schedule.
- Actively listened to customers, handled concerns quickly and escalated major issues to manager.
- Assisted with Budgets and Presentations
- WHS Committee Member for the organisation
- Saved organisation $5,500 in training for fire wardens by sharing the cost with other departments who needed to obtain training for this field
- Demonstrated respect, friendliness and willingness to help wherever needed
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Developed team communications and information for meetings
- Monitored organisations inventory to keep stock levels up
- Taken notes and minutes for various meetings
Senior Customer Service Officer - Alpurrurulam
Barkly Regional Council
01.2018 - 03.2022
- Mentored new employees while supporting complex dedicated suite of products and services.
- Coordinated policies and procedures to target current and future needs of the organisation.
- Ensured work health and safety policies & procedures were followed.
- Established and monitored customer service standards by employing recognised and comprehensive benchmarks.
- Strengthened customer relationships and authored strategies to provide positive experience for customers.
- Ensure all correspondence was responded too in a timely manner to all stake holders.
- Initiated execution of care responses as main point of contact with consumer escalation events.
- Processed information with high level of accuracy to satisfy client's needs.
- Guided team members with clear directions, timelines, and feedback.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Prepared End of Month reports.
- Prepared Agenda's & Minutes for Local Authority meetings.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Built strong relationships with co workers & other service providers to support business development opportunities and improve service for our constituents.
- Assisted Area Manager in all aspects of his role to ensure the constituents were obtaining continuity of services.
- The last 5 months of this role I was Acting Area Manager until I moved to Tennant Creek, where I had taken on a short term contract in Finance.
Administration Officer
Alpurrurulam Health Clinic
06.2013 - 12.2017
- Responding to incoming telephone calls and enquires
- Coordinating all aspects of patient travel
- Sourcing appointment documentation for continuity of client care
- Uploading documents into the PCIS system for each client
- Wait listing clients for doctors and nurses
- Sending reminders of upcoming appointments
- Purchasing non-medical stock for the Health Clinic
- Assisting with on-call rosters and maintaining summaries
- Assisting with the administration of teleconferences
- Assisting with any IT issues as they arise
- Managing local staff when Manager sets tasks
Executive Assistant to the President & CEO
Barkly Shire Council
05.2012 - 05.2013
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Developed and maintained automated alert system for upcoming deadlines on incoming requests and events.
- Organised and coordinated conferences and monthly meetings.
- Organised envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Worked collaboratively with auditors throughout reviews, offering assistance and clerical support.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Transcribed minutes of meetings and executed meetings and events for company to support sales, business development and senior management teams.
- Streamlined operations and prioritised tasks, allowing senior staff to increase productivity.
- Filed paperwork and organized computer-based information.
- Coordinated events and worked on ad hoc projects.
- Volunteered to help with special projects of varying degrees of complexity.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Undertaking any additional duties as directed by the CEO or President
Education
Certificate - Operate Four-Wheel Drive Vehicle
Charles Darwin University
Alice Springs, NTCertificate III - Business
Charles Darwin University
Alice Springs, NTCertificate IV - Work Health & Safety
Northern Territory Chamber of Commerce & Industry
DarwinCertificate - Lead An Emergency Control Organisation
Fire And Safety Australia Pty Ltd
Tennant Creek, NT06.2022
Certificate - Operate As Part of An Emergency Control Org
Fire And Safety Australia Pty Ltd
Tennant Creek, NT06.2022
Certificate - Apply Chemical Under Supervision
Charles Darwin University
Alice Springs07.2019
Certificate - Records Management Induction
Department of Health
Alice Springs, NT2016
Certificate - Managing Procurement
Department of Health
Alice Springs, NT2016
Skills
- High-quality customer service
- Cultural awareness
- Highly organized
- Task prioritisation & time management
- Great communication
- Team & Individual worker
- MS Office & Computer proficient
- Fast & enthusiastic learner
- Accountable / Reliable / Dedicated
- Ongoing improvement focus
- Highly motivated
- Filing and data archiving
- Proofreading
- Resourceful
Referees
David Shoobridge
Frmr CEO
Barkly Shire Council
Telephone: 0427 943 599
.
Sid Vashist
Frmr Director of Corporate Services
Barkly Regional Council
Telephone: 0406 358 181
.
Lachlan Wilkins
Regional Executive Director - Barkly
Dept of Chief Minister and Cabinet
Telephone: 0458 797 230
Timeline
Executive Assistant to Regional Executive Director
Department Of Chief Minister And Cabinet
03.2022 - Current
Senior Customer Service Officer - Alpurrurulam
Barkly Regional Council
01.2018 - 03.2022
Administration Officer
Alpurrurulam Health Clinic
06.2013 - 12.2017
Executive Assistant to the President & CEO
Barkly Shire Council
05.2012 - 05.2013
Certificate - Operate Four-Wheel Drive Vehicle
Charles Darwin University
Certificate III - Business
Charles Darwin University
Certificate IV - Work Health & Safety
Northern Territory Chamber of Commerce & Industry
Certificate - Lead An Emergency Control Organisation
Fire And Safety Australia Pty Ltd
Certificate - Operate As Part of An Emergency Control Org
Fire And Safety Australia Pty Ltd
Certificate - Apply Chemical Under Supervision
Charles Darwin University
Certificate - Records Management Induction
Department of Health
Certificate - Managing Procurement
Department of Health
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