Sarah Gracan
Junction Village,VIC
Summary
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with extensive expertise in customer service. Offering these skills and strong work ethic.
Overview
17
17
years of professional experience
Work History
Senior Administrative Officer
KEO Care
Carrum Downs
10.2022 - Current
- Prepared reporting and documentation in Salesforce to support effective divisional, functional and strategic business activity.
- Partnered with HR to implement and monitor policies and procedures and recommend changes.
- Provided continuous quality review and spearheaded procedures and processes for program improvement.
- Acted as backup for other administrative assistants by providing task support and adapting to individual needs.
- Developed and implemented business administration systems, databases and recording systems to support operational delivery.
- Coordinated training for new team members, overseeing onboarding details and designing framework for future acquisitions.
- Conducted regular audits of patient files to maintain compliance with regulatory requirements, identifying discrepancies and rectifying any errors found therein swiftly.
- Ensured high-quality customer service by actively listening to patient needs, answering inquiries professionally, and resolving issues promptly.
- Maintained strict confidentiality of sensitive patient information while handling medical records and personal documents in accordance with NDIA guidelines.
- Increased accuracy of patient records by diligently reviewing documentation and verifying information with patients and healthcare professionals.
- Monitored employee performance closely to identify areas for improvement or additional training needs that would lead to optimized scheduling outcomes.
Office Coordinator /Customer Service Representative
National 360
Dandenong, VIC
07.2021 - 10.2022
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment.
- Trained new employees on administrative procedures, company policies and performance standards.
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
- Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements.
- Cultivated client and vendor loyalty by proactively reaching out with follow-ups and status updates.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Enhanced office staff customer relations strategies to improve interactions and reduce complaints.
- Routed correspondence to facilitate timely communication between team members, customers and vendors.
- Organised company meetings and scheduling 40-employee team.
Customer Service Representative
South East Water
Frankston, VIC
06.2020 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Answered over 50 calls and emails per shift to meet fast-paced contact center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
- Oversaw communication and research to achieve full resolution of complaints inquiries.
Customer Service Specialist
AGL
Southbank, VIC
04.2017 - 01.2020
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered large volumes of calls and emails per day, addressing customer inquiries, solving problems and providing product information.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Described product highlights and benefits to help guide purchasing decisions.
- Increased efficiency and team productivity by promoting operational best practices.
- Resolved customer complaints and addressed emergency requests and needs.
- Documented and detailed calls and complaints using call center's CRM database.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Group Travel Portfolio Manager
APT
Cheltenham, VIC
04.2014 - 04.2017
- Collected, handled and documented payments for travel services and associated feels.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Resolved financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation.
- Displayed travel brochures and other promotional materials strategically to foster brand awareness, focusing on international destinations such Europe and Antarctica.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
Customer Service Representative
Serco Global Services
North Sydney, NSW
12.2012 - 01.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
Manager
Mcdonalds
Frankston, VIC
10.2007 - 10.2012
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Certificate IV Customer Contact
Serco
07.2013
High School Diploma -
Mount Erin Secondary College
12.2010
Certificate IV Customer Service
Mcdonalds
10.2010
Skills
- Office Workflow Support
- Staff Training
- Office Supplies and Inventory
- Maintenance Requirements
- Call Screening
- Customer Feedback
- Meeting Coordination and Support
- Issue and Complaint Resolution
- Microsoft Office
- Data Entry
Timeline
Senior Administrative Officer
KEO Care
10.2022 - Current
Office Coordinator /Customer Service Representative
National 360
07.2021 - 10.2022
Customer Service Representative
South East Water
06.2020 - 07.2021
Customer Service Specialist
AGL
04.2017 - 01.2020
Group Travel Portfolio Manager
APT
04.2014 - 04.2017
Customer Service Representative
Serco Global Services
12.2012 - 01.2014
Manager
Mcdonalds
10.2007 - 10.2012
Certificate IV Customer Service
Mcdonalds
Certificate IV Customer Contact
Serco
High School Diploma -
Mount Erin Secondary College