Rachel Johnson
Reservoir,VIC
Summary
Personable and positive individual with knack for problem-solving and communication. Possesses foundational knowledge in customer service and technical support. Committed to enhancing customer satisfaction and operational efficiency.
Overview
12
12
years of professional experience
Work History
Communications Support Officer
Common Equity Housing Limited
07.2013 - Current
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Created, prepared, and delivered reports to various departments.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Coached employees through day-to-day work and complex problems.
- Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications.
- Established rapport with clients, fostering long-term relationships.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Served as a reliable point of contact between clients and specialized teams within the organization, streamlining communication pathways effectively.
- Collaborated with cross-functional teams to resolve complex technical problems and deliver prompt solutions.
- Made decisions affecting daily operations such as overseeing purchasing and inventory management.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Executive Assistant
Common Equity Housing Limited
07.2013 - Current
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Organized and coordinated conferences and monthly meetings.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Provided professional administrative support during board meetings, including agenda preparation and minute-taking duties.
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Enhanced productivity by organizing travel arrangements and coordinating accommodations for executives.
- Ensured smooth daily operations through consistent maintenance of office equipment, troubleshooting issues when necessary.
- Facilitated training and onboarding for incoming office staff.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Developed strong relationships with vendors leading to improved contract terms resulting in cost savings for the company.
- Maintained strict confidentiality of sensitive information, upholding company's privacy policies and ethical standards.
- Facilitated onboarding of new employees, ensuring smooth transition into company culture and workflow.
Education
Associate of Science - Library And Information Science
Swinburne University of Technology
Melbourne, VIC01.2000
Skills
- Recruiting
- Alliance building
- Budget management
- Business processes
- Client service
- Operational support
- Teamwork and collaboration
- Training and mentoring
- Support services
- Staff training
- Technical support
- Stakeholder management
- Document management
- Communications support
- Records management
- Correspondence management
- Schedule coordination
- Customer service
- Verbal and written communication
- Customer service expertise
- Office administration
- Flexible schedule
- Customer service understanding
- Documentation skills
- Team building
- Work Planning and Prioritization
- Meeting coordination
- Travel arrangements
- Relationship building
Timeline
Communications Support Officer
Common Equity Housing Limited
07.2013 - Current
Executive Assistant
Common Equity Housing Limited
07.2013 - Current
Associate of Science - Library And Information Science
Swinburne University of Technology
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