Robyn Piek
Waroona,Western Australia
Summary
Accomplished Legacy Planner and Healthcare Coordinator with a proven track record at BOC Healthcare, adept in relationship building and creative problem solving. Salesforce and SAP knowledge. Exceptional in managing complex customer inquiries, demonstrating strong problem-solving and communication skills.
Overview
19
19
years of professional experience
Work History
Legacy Planner
Legacy Conservation Forest
Wellington Mill , WA
06.2023 - 11.2023
- Conduct forest tours with people whom have either lost a loved one, or are pre planning for the internment of their cremated remains.
- Managed the memorial service arrangements involving the integration of ashes into chosen trees.
- Invoicing via Zero for legacy tree
- Managing payment plans via Pay Advantage
- Provide education about the importance of our forests and their decline.
Healthcare Coordinator
BOC Healthcare
North Ryde , NSW
12.2016 - 05.2023
- Liaised with contracted healthcare facilities to expedite patient discharge.
- Processed confidential, patient paperwork with accuracy and deference to patient privacy.
- Coordinated with home therapy service providers to maintain adherence to SLT.
- Managed supply requests for various aged care facilities, ensuring timely delivery.
- Created new accounts following company protocols and contract specifications.
- Responded swiftly to both internal and external customer inquiries.
- Coordinated with various parties to transition patients to correct funding bodies.
Sleepcare Administrator
BOC Healthcare
North Ryde , NSW
03.2016 - 03.2017
- Account Opening
- Initiate and maintain patient records.
- Appointment Management x 5 Sleep care Centres
- Patient Query Management.
- Administrative and System Support x 5 Sleep care Centres.
- Order Entry.
- Receipting of Sleep Study Referrals.
- Training and support of new and existing staff.
Customer Service Query Representative
BOC Healthcare
North Ryde , Australia
12.2012 - 03.2016
- Delivered first point resolution for internal and external customer inquiries.
- Queries include but are not limited to: Missing Payments, Allocation Errors, Account reconciliations, Disputed Charges / Invoicing, Confirmation of Stock Availability, Disputed holdings of Rental Items, Disputed Price
- Whilst investigating and resolving these issues, Root Cause Analysis is conducted and feed back to the business to enable improvements to business process
Credit Management Officer
BOC Limited a member of the Linde Group
North Ryde , NSW
09.2006 - 12.2012
- Managed four distinct ledgers, VIC, NSW, WA and Major Customers.
- Strengthened relationships and promptly addressed account issues.
- Monitored customer accounts for delinquencies and took appropriate action on past due items.
- Maintained accurate records of customer account status, transactions, changes, collections and other activities.
- Investigated discrepancies related to customer accounts and resolved any disputes in a timely manner.
Account Enquiries / Query Resolution
BOC Limited a member of the Linde Group
NORTH RYDE, Australia
09.2004 - 09.2006
- Identified and resolved customer issues in a timely manner.
- Handled customer inquiries and complaints via phone and email.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
- Processed payments from customers for outstanding accounts receivable balances.
- Researched account discrepancies to determine appropriate resolutions.
- Negotiated payment plans with customers to satisfy delinquent accounts.
- Provided superior customer service through effective communication skills.
- Developed rapport with customers to ensure satisfaction with resolution process.
Education
CERTIFICATE IV - CREDIT MANAGEMENT
Australian Institute of Credit Management
SYDNEY, NSW, Australia12.2008
Training and Assessment -
TAFE NSW
SYDNEY, NSW, Australia12.2006
Woman Returning to the Workforce -
TAFE NSW
SYDNEY, NSW, Australia12.1998
Trade Certificate - Ladies Hairdressing
TAFE WA
PERTH, WA, Australia12.1984
Year 10 Leaving Certificate -
Willetton Senior High School
PERTH, WA, Australia12.1980
Skills
- Resourceful
- Strong problem solver
- Professional and mature
- Results-oriented
- Self-directed
- Call center experience
- Complaint resolution
- Creative problem solving
- Relationship building
- Decision-making
- Knowledge of Salesforce, SAP, Microsoft Office 365
- Advanced verbal, written communication, and problem-solving skills
- Strong influencing and time management skills, with the ability to manage one's own tasks, ensuring they are completed to a high standard inside agreed timeframes
References
References available upon request.
Timeline
Legacy Planner
Legacy Conservation Forest
06.2023 - 11.2023
Healthcare Coordinator
BOC Healthcare
12.2016 - 05.2023
Sleepcare Administrator
BOC Healthcare
03.2016 - 03.2017
Customer Service Query Representative
BOC Healthcare
12.2012 - 03.2016
Credit Management Officer
BOC Limited a member of the Linde Group
09.2006 - 12.2012
Account Enquiries / Query Resolution
BOC Limited a member of the Linde Group
09.2004 - 09.2006
CERTIFICATE IV - CREDIT MANAGEMENT
Australian Institute of Credit Management
Training and Assessment -
TAFE NSW
Woman Returning to the Workforce -
TAFE NSW
Trade Certificate - Ladies Hairdressing
TAFE WA
Year 10 Leaving Certificate -
Willetton Senior High School
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