Peta Gibbons
Launceston,TAS
Summary
I am a Professional recruitment specialist with proven track record in sourcing and hiring top talent. Skilled in strategic planning, interviewing, and onboarding processes. Strong focus on team collaboration and achieving results, adapting seamlessly to changing needs. Known for excellent communication and interpersonal skills, fostering positive relationships and driving organizational success.
I also bring my strong Customer service background in Administration with proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Services Australia (Centrelink)
5 Techno Park Drive Norwood Tas
05.2023 - Current
- 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.
- Completed data entry to record call notes, suggestions and questions.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Older Australians Age Claim Processing
- Older Australian Telephony Inbound/Outbound
- Emergency Response Claims Processing/Telephony
- Tear 0 New Starter Trainer / Floor support
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Staff Forum Representative
- Employee Census Representative
- Awarded 2024 Centre Workplace Culture
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
Business Consultant
Randstad Recruitment Launceston TAS
Launceston, TAS
10.2021 - 04.2023
- Processing of payroll
- Maintaining & nurturing strategic partnerships with client.
- Business Development Building, Construction, various ADHOC Onboarding projects Healthcare,Education & Government.
- Conducting Candidate PEA Medical Strength Testing
- Monthly onsite WH&S toolboxes
- Ensuring all issues that arise are identified and resolved in a timely manner.
- Meeting and achieving KPI’S.
- Travelling where required, to conduct training and development.
- Advertising position vacancies
- Conducting induction processes/onboarding processes
- Accounts management
- Developed business strategies by conducting comprehensive market research and competitor analysis.
- Delivered successful projects within tight deadlines, ensuring consistent client satisfaction and timely project completion.
- Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
- Established strong client relationships through excellent communication and negotiation skills to secure long-term contracts.
- Implemented CRM systems to enhance client engagement and retention.
Customer Service Officer
Services Australia
Launceston, TAS
01.2020 - 10.2021
- Debt Recovery processing
- Payments and Integrity Team
- Identification Remediation
- Emergency COVID-19 Response
- Processing Covid-19 Emergency Claims
- Inbound Covid-19 Responce Telephony
- Inbound Jobseeeker payment line
- Work effectively as an individual and as part of a team in the assessment of complexed Financial and or Business arrangements
- Research analyze and assess complex and sensitive information & customer issues to make appropriate determinations.
Associate Consultant
Bayside Group
Launceston, TAS
01.2019 - 01.2020
- Contract and direct government recruitment
- Processing of company invoices
- Weekly candidate reviews
- Contract and direct government recruitment
- Scanning & Filing
- Records management
- Business Development
- Account Management
- Managed multiple projects simultaneously while maintaining attention to detail, organization, and adherence to deadlines.
- Enhanced client satisfaction by providing tailored solutions and recommendations for their business needs.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
State Recruiter/Senior Administrator
Toll People
01.2016 - 01.2019
- Processing of payroll (KRONOS)
- Maintaining & nurturing strategic partnerships with BDM & local employers
- Ensuring all issues that arise are identified and resolved in a timely manner.
- Meeting and achieving KPI’S.
- Travelling statewide where required, to conduct training and development.
- Responding to a high volume of calls and customer enquiries
- Advertising position vacancies
- Conducting induction processes/onboarding processes
- Account management
Employment Consultant
My Pathway Employment
Launceston, TAS
01.2012 - 01.2016
- Identifying and addressing barriers preventing job seekers from being job ready
- Applying professional case management skills
- Group facilitation skills, accurately referring any remedial measures required externally.
- High level of demonstrated ability to problem solve.
- Advanced communication skills with high experience working with a diverse group of clients.
- Developed customized job search strategies for clients, resulting in increased interview rates and job offers.
- Proofread and edited clients' resumes to improve interview chances.
- Reviewed, tracked and coordinated employment referrals.
- Analyzed data from past placements to identify successful strategies implemented within the organization leading to higher placement rates.
- Interviewed clients and administered skills assessments to determine employability.
- Coordinated with educational institutions and training providers to connect clients with resources that enhance their skillsets furthering their employability prospects.
Education
No Degree - Certificate 4 Community Services Work
Tas Tafe
Newnham, TAS12-2010
Skills
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Call center operations
- Documentation and reporting
- Inbound call management
- Records maintenance
- Payment processing
- Database management
- Information protection
- Call documentation
- CRM software
- Account management
- Account investigation
- Program management
- Employee development
- Upselling
- Technical support
- Quality assurance monitoring
- Customer service
- Complaint resolution
- Critical thinking
- Conflict resolution
- Staff training
- Client management
- Social media proficiency
- Candidate sourcing
- Cold calling
- Performance tracking
- Interviewing techniques
- Teamwork
- Time management
- Attention to detail
- Multitasking
- Recruitment and hiring
Certification
- Certificate IV Community Services Work
- Certificate III Patient Services Assistance
- First Aide Certificate
- HR Truck
Languages
English
Full Professional
Timeline
Customer Service Officer
Services Australia (Centrelink)
05.2023 - Current
Business Consultant
Randstad Recruitment Launceston TAS
10.2021 - 04.2023
Customer Service Officer
Services Australia
01.2020 - 10.2021
Associate Consultant
Bayside Group
01.2019 - 01.2020
State Recruiter/Senior Administrator
Toll People
01.2016 - 01.2019
Employment Consultant
My Pathway Employment
01.2012 - 01.2016
No Degree - Certificate 4 Community Services Work
Tas Tafe