Shelley (Michelle) Isokangas
Wulguru,QLD
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
26
26
years of professional experience
Work History
Small Business Owner
Shelley Pet Sitter
12.2019 - Current
- Enhanced client satisfaction by providing personalized and attentive care to their pets.
- Developed strong relationships with clients, leading to numerous referrals and repeat business.
- Ensured pet safety by adhering to strict guidelines for exercise, feeding, and medication administration.
- Maintained detailed records of each pet''s needs, preferences, and behaviours for future reference.
- Provided timely updates and photos to pet owners, offering peace of mind during their absence.
- Managed schedules efficiently, accommodating last-minute requests and emergencies as needed.
- Improved well-being of pets by consistently maintaining clean and healthy environment.
- Conducted initial consultations with potential clients to assess their specific needs and preferences.
- Offered overnight stays at clients' homes for extended periods when required, ensuring continuity of care for pets.
- Administered medications as instructed by pet owners or veterinarians, monitoring pets for any adverse effects or reactions.
- Facilitated socialization among various animals through supervised play sessions in accordance with individual temperament assessments.
- Handled emergency situations calmly and professionally while coordinating appropriate veterinary care when necessary.
- Assisted in training puppies and young dogs on basic commands using positive reinforcement techniques.
- Expanded services offered by staying up-to-date on industry trends and obtaining certifications in areas such as pet first aid and animal behaviour.
- Increased revenue by implementing effective marketing strategies and establishing strong customer relationships.
- Managed daily operations for successful small business, ensuring efficient processes and quality services.
- Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
- Launched new products or services by conducting market research, identifying opportunities, and developing targeted promotional campaigns.
- Expanded client base through targeted networking initiatives, resulting in increased pet sitting client opportunities.
- Enhanced company reputation by consistently delivering exceptional service quality to customers.
- Established loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
- Promoted business via social media to generate leads and maximize brand identity.
- Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
District Executive Support Officer
RSL Queensland
10.2009 - 10.2023
- Increased district efficiency by streamlining administrative processes and implementing innovative solutions.
- Developed strong community relationships through regular engagement with local leaders, businesses, and educational organizations.
- Improved district-wide collaboration by fostering open communication between staff, administrators, and stakeholders.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Streamlined office operations for increased efficiency through implementation of new filing systems and procedures.
- Enhanced director's productivity by managing calendars, scheduling appointments, and organizing meeting materials.
- Coordinated travel arrangements to ensure timely arrivals and seamless experiences for director during business trips.
- Liaised with internal and external stakeholders, fostering strong relationships between director and key contacts.
- Maintained strict confidentiality while handling sensitive information, safeguarding company data and privacy concerns.
- Provided support during board meetings by preparing agendas, taking minutes, and distributing follow-up materials to attendees.
- Managed diverse array of administrative tasks to enable director to focus on higher-level responsibilities.
- Mentored junior staff members in administrative best practices to foster their professional growth within organization.
- Answered high volume of phone calls and email inquiries.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Processed travel expenses and reimbursements for executive team.
- Used advanced software to prepare documents, reports, and presentations.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Transcribed meeting minutes to support District Board Directors, and District Council Meetings.
- Filed paperwork and organized computer-based information.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Coordinated events and worked on ad hoc projects.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Enhanced organizational efficiency by streamlining administrative processes and implementing time-saving procedures.
Administration Officer
Precruitment
07.2008 - 10.2009
- Provided exceptional customer service, addressing inquiries professionally and in timely manner.
- Managed complex scheduling tasks, ensuring that deadlines were met consistently.
- Handled sensitive information discreetly, maintaining confidentiality at all times.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Developed strong working relationships with colleagues, contributing to positive work environment.
- Assisted in monthly student's academic results to ensure students records were up to date
Administration Support Officer = Filing Clerk
Lamont Constructions
07.2006 - 06.2008
- Enhanced team productivity by providing administrative support and managing daily schedules for staff members.
- Improved file retrieval efficiency by maintaining organized and up-to-date filing system.
- Assisted in smooth functioning of office by managing high volumes of paperwork and information.
- Supported team members, providing necessary documents and files for efficient decision-making processes.
- Maintained well-functioning filing system, conducting periodic audits to identify areas for improvement or discrepancies that required resolution.
- Optimized storage space utilization by regularly purging outdated files according to company guidelines and legal requirements.
- Maintained open communication lines between departments regarding changes in filing procedures and updates to database.
- Maintained physical and computer-based filing systems.
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Sorted and classified documents into appropriate filing systems for increased traceability.
- Examined, categorized, and sorted incoming documents.
- Restored old files and archived completed files for future reference.
- Assisted with data entry and administrative support tasks to help meet team goals.
- Maintained log books and spreadsheets documenting file data and storage receipts.
- Compiled and inventoried documents for archival.
Administration Officer - Fleet Services
Townsville City Council
01.2002 - 07.2006
- Enhanced office efficiency by streamlining administrative processes and implementing new organizational systems.
- Reduced operational costs through careful monitoring of expenses and identifying areas for improvement.
- Provided exceptional customer service, addressing inquiries professionally and in timely manner.
- Developed strong working relationships with colleagues, contributing to positive work environment.
- Accurate record all incoming vehicle details for Fleet Management database
- Coordinator bi-annual fire extinguisher checks for all vehicles fitted with fire extinguishers and liaise with driver and vendor to complete and bi-annual checks to comply with regulatory requirements.
- Optimized hire vehicles for Council departments
- Assisted in development and implementation of fleet policies.
- Created documents by reviewing data to recommended courses of action for senior decision-making processes.
- Enhanced office efficiency by streamlining administrative processes and implementing new organizational systems
Medical Receptionist (Temp)
Townsville University Hospital
12.1997 - 04.2001
- Enhanced patient experience by efficiently managing appointment scheduling and cancellations.
- Assisted medical staff with efficient coordination, resulting in seamless patient flow.
- Increased customer satisfaction by addressing concerns and answering inquiries professionally and empathetically.
- Facilitated communication between medical professionals and patients by acting as liaison when necessary.
- Maintained clean and welcoming reception area, contributing to positive patient experience.
- Supported office administration with various tasks including supply inventory management and document processing.
- Provided exceptional service during high call volumes while remaining professional under pressure.
- Utilized electronic health record systems effectively, ensuring quick access to pertinent information for medical staff members.
- Balanced multiple phone lines proficiently while simultaneously assisting walk-in patients.
- Helped patients complete necessary medical forms and documentation.
- Organized paperwork such as charts and reports for office and patient needs.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Enhanced patient experience by efficiently managing appointment scheduling and cancellations
Education
No Degree - Veterinary Assistant And Animal Welfare
Learning Lounge
Online Course12.2024
No Degree - Crucial Conservations
In-house Training
RSL Queensland10.2023
Cert IV - Governance
BSI Learning
Surry Hills, NSW05.2013
Skills
- Policy and Procedure Modification
- Multitasking capabilities
- Administrative Support
- Document Control
- Calendar Management
- Database Administration
- File Management
- Travel Arrangements
- Customer Relations
- Organizational skills
- Attention to detail
- Process improvement
- Office Administration
- Time Management
Timeline
Small Business Owner
Shelley Pet Sitter
12.2019 - Current
District Executive Support Officer
RSL Queensland
10.2009 - 10.2023
Administration Officer
Precruitment
07.2008 - 10.2009
Administration Support Officer = Filing Clerk
Lamont Constructions
07.2006 - 06.2008
Administration Officer - Fleet Services
Townsville City Council
01.2002 - 07.2006
Medical Receptionist (Temp)
Townsville University Hospital
12.1997 - 04.2001
No Degree - Veterinary Assistant And Animal Welfare
Learning Lounge
No Degree - Crucial Conservations
In-house Training
Cert IV - Governance
BSI Learning