Natalie Manning
Ipswich,QLD
Summary
Dynamic Administrative Officer with a proven track record at Ipswich City Council, excelling in service excellence and strategic decision-making. Enhanced communication and streamlined processes, resulting in improved project outcomes. Detail-oriented and proficient in Microsoft Suite, I fostered team collaboration and mentored new hires to elevate overall performance.
Overview
10
10
years of professional experience
Work History
Administrative Officer
Ipswich City Council
10.2024 - Current
- Improved communication within the organization through regular updates on policies, procedures, and key events.
- Contributed to successful projects by providing essential administrative support and resource management.
- Perform administrative duties while maintaining strict confidentiality, ensuring compliance with policies and procedures.
- Handle general branch-related customer inquiries, coordinating, liaising, and conducting research as needed.
- Monitor, update, and maintain key corporate data systems, including records management, property information, and development applications, ensuring accuracy and compliance with policies.
- Draft correspondence and documents related to branch operations, utilizing sound judgment and initiative to enhance business processes.
- Coordinate branch audit reports, inspections,and other essential functions for technical staff.
- Support technical staff by reviewing and assessing development applications and related documents to ensure completeness, accuracy, and adherence to statutory and policy requirements.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Trained and supervised employees on office policies and procedures.
- Volunteered to help with special projects of varying degrees of complexity.
Customer Service Officer
Ipswich City Council
05.2022 - 10.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of council procedures and knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Boosted company reputation by providing exceptional customer service through phone, email, and customer engagement system
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Provided exceptional support during high call volume periods, maintaining a calm demeanour and professional attitude throughout each interaction.
Customer Service Officer (Lodgements)
Ipswich City Council
10.2023 - 01.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted customers with payments and application inquiries related to planning and development, ensuring accuracy and adherence to procedures.
- Ensured applications were lodged accurately and in compliance with relevant policies and procedures.
- Managed payments, inboxes and online lodgements
- Managed payments, inboxes, and online lodgements, ensuring efficient processing and compliance with procedures.
Online Team Member
Woolworths Supermarket
03.2022 - 05.2022
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Collaborated with cross-functional teams to develop innovative strategies for improving overall company performance online.
- Contributed to successful marketing campaigns by creating eye-catching visual assets that resonated with target audiences.
- Provided exceptional customer service by resolving issues quickly, professionally, and empathetically.
- Completed online orders with precision and timeliness, ensuring a smooth delivery process for customers.
Senior Customer Service Officer
Peak Services
03.2017 - 03.2022
- Managed escalated calls from customers with complex issues, resolving problems efficiently while maintaining composure under pressure.
- Coordinated policies and procedures to target current and future needs of organization.
- Streamlined communication channels between departments, resulting in faster resolution times for customer issues.
- Assisted in the rollout of a new CRM system, leading training sessions for team members and ensuring seamless implementation.
- Mentored new hires through hands-on training sessions, ensuring their preparedness for independent work after onboarding completion.
- Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
Retail Assistant
Lowes Menswear
05.2015 - 10.2016
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Collaborated with team members to accomplish sales goals and improve overall store performance.
Education
High School Diploma -
Bremer State High School
Ipswich, QLD11-2015
Skills
- File Maintenance
- Office Administration Support
- Service Excellence
- Effective Time Management
- Strategic Decision Making
- Clear and Concise Communication
- Detail-Oriented Focus
- Proficient in Microsoft Suite
Timeline
Administrative Officer
Ipswich City Council
10.2024 - Current
Customer Service Officer (Lodgements)
Ipswich City Council
10.2023 - 01.2024
Customer Service Officer
Ipswich City Council
05.2022 - 10.2024
Online Team Member
Woolworths Supermarket
03.2022 - 05.2022
Senior Customer Service Officer
Peak Services
03.2017 - 03.2022
Retail Assistant
Lowes Menswear
05.2015 - 10.2016
High School Diploma -
Bremer State High School
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