Summary
Overview
Work History
Skills
Hobbies and Interests
References
Timeline
Generic

Paula Urso

Airport West

Summary

I am an aspirational individual who is always looking to improve myself as a person and employee, challenges are what I thrive on. I am looking for a job that will drive a career move and continue to fuel my desire to learn in a fast-paced environment.

Talented administrative professional with background in reception and customer service. Excellent written and communication skills. Exceptional organisational skills with the ability to work autonomously. Methodical and organised approach to my "days’ workload" with the ability to liaise and negotiate at all levels. Highly detail-oriented Front of House Co-ordinator, Administrator & Senior Customer Service representative with over 30 years’ experience providing organised administrative support to peers and colleagues. Someone who continually maintains a positive attitude while interacting with demanding clients. Serving as the primary point of contact for both in-house and external phone and website queries. Technically adept Office Co-ordinator / Receptionist with advanced knowledge of MS Office Suite and experience creating Excel databases. Someone who goes above and beyond basic administrative tasks and takes on multiple projects at once. Excellent work ethic and strength in boosting company morale. Committed to approaching administrative tasks with tenacity and attention to detail. Talented administrative professional with background in reception and customer service. Extensive knowledge of Apple iMac, Microsoft Office Suite, Microsoft Publisher, Excel, various internal accounting systems and payroll processing.

Overview

34
34
years of professional experience

Work History

Front of House Coordinator

Lifespan Osteopathy
Essendon
04.2021 - Current
  • Greet patients in a friendly and courteous manner
  • Answer all incoming calls and appointment scheduling for a team of 8 practitioners.
  • Process patient payments
  • Process Medicare rebates for patients with GP care plans
  • Re-schedule patient appointments accordingly
  • Maintain and up keep the reception area and consult rooms
  • Up keep of laundry room - co-ordinate washing and folding of gowns and towels for patient use.
  • Balance and reconcile daily figures
  • Balance petty case tin
  • Maintain and upload data on the marketing database on a weekly basis
  • Process and distribute weekly performance figures for each practitioner to preview
  • Analyse and distribute tracking data on a monthly basis which allows the practitioner to review patient retention
  • Liaise with management and take on ad-hoc duties as required.
  • Communicate and co-ordinate meetings with the part time receptionists, making sure we all adhere to the front of house job requirements and work as a “team” to effectively execute this role

Front of House Co-ordinator

Wings Away Travel & Cruise
Essendon
01.2013 - 04.2021
  • Manage a busy phone switchboard and distribute calls accordingly
  • Greet all incoming clients in a friendly manner and offer tea/coffee
  • Manage and make appointments for all travel consultants via Microsoft Calendar
  • Manage petty cash, inclusive of reconciling on a regular basis
  • Stock/stationary ordering
  • Reconcile incoming client payments and process cash, cheques for banking
  • Use of EFTPOS
  • Receipting client payments using VTO (internal accounting database)
  • Reporting to Managing Director and assisting with P.A duties as allocated
  • Staff Management
  • Processing of all incoming and outgoing mail
  • Process and submit reconciliation of bank accounts and submit to Accountants for each BAS Qtr.
  • Process fortnightly payroll run, calculating individuals leave & hours and submitting through ADP.

Senior Customer Service Representative

Pearson Education
South Melbourne
01.2006 - 01.2008
  • Company Overview: Pearson Education, South Melbourne
  • Promoted to a Senior Customer Service Officer in recognition of the added responsibility of providing training and management of newly employed customer service staff; therefore, making me the first port of call in assisting new staff with their day-to-day queries, concerns and instructing and training them how to handle escalated matters.
  • Pearson Education, South Melbourne

Customer Service Officer – Schools Support Division

Pearson Education
South Melbourne
01.1998 - 01.2006
  • Company Overview: Pearson Education, South Melbourne
  • Provided administrative support to the Sales Team Australia wide.
  • Processed all school orders and handled inquiries from school customers and the sales team (nationwide) via phone, fax and email.
  • Assisted clients / sales reps with inquiries which included order status, credits, accounts status and provided general information.
  • Processed all magazine subscriptions orders / payments and maintained the database (Microsoft Access).
  • Processed all site licence agreements for electronic product.
  • Offered product support on Pearson Education's comprehensive range of educational materials.
  • Pearson Education, South Melbourne

Receptionist

Pearson Education Australia
South Melbourne
01.1996 - 01.1998
  • Company Overview: Pearson Education Australia, South Melbourne
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Ordered and distributed office supplies while adhering to a fixed office budget
  • Managed office supplies, vendors, organisation and upkeep
  • Greeted numerous visitors, including VIP’s, vendors and interview candidates.
  • Directed guests and routed deliveries and courier services
  • Maintained a clean reception area, including lounge and associated areas
  • Co-ordinated board and committee meetings, including schedules and information preparation and distribution.
  • Pearson Education Australia, South Melbourne

Receptionist / Customer Service & Front of House

01.1991 - 01.1996
  • Real Estate (Pennisi First National Real Estate) – 1 year
  • Life Insurance (National Mutual) – 1 year
  • Law Firm (Cornwall Stodart) – 4 years

Skills

  • Professional phone etiquette
  • Mature, courteous, and empathic manner
  • Excellent communication skills
  • Database management
  • Articulate and well spoken
  • Customer service focused
  • Flexile and reliable
  • Accurate and detailed
  • Excellent planner and co-ordinator
  • Works well under pressure
  • Pleasant demeanour
  • Appointment setting using Microsoft Office Calendar
  • Team Building
  • Bookkeeping skills – Cashflow, Xero
  • Payroll skills
  • Administrative support specialist
  • Spreadsheet management
  • Employee training and management
  • Filing and data archiving

Hobbies and Interests

  • Movies
  • Food
  • Entertaining
  • Family and Friends

References

Available upon request

Timeline

Front of House Coordinator

Lifespan Osteopathy
04.2021 - Current

Front of House Co-ordinator

Wings Away Travel & Cruise
01.2013 - 04.2021

Senior Customer Service Representative

Pearson Education
01.2006 - 01.2008

Customer Service Officer – Schools Support Division

Pearson Education
01.1998 - 01.2006

Receptionist

Pearson Education Australia
01.1996 - 01.1998

Receptionist / Customer Service & Front of House

01.1991 - 01.1996
Paula Urso