Jessica Morgan

• Manage complex customer issues effectively, navigating multiple resources to implement the best possible solutions. Take ownership of customer interaction and follow through until outcome has been reached. Apply a reasonable and equitable approach to maintain best practice and consistency.
• Enhance and develop customer relationships with personalised service and addressing individual concerns promptly. This involves having detailed knowledge of systems and policies and applying these principles to the situation to find an acceptable outcome/improve processed/data integrity.
• Demonstrated ability to understand and apply policies/procedures, along with the ability to interpret Legislation (Fire and Emergency Services Regulation, Local Government Act, Local Government Regulation, Lands Act, Valuations Act). Required to investigate and provide direction to others on how to apply to varying situations.
• Strong written and oral communication. Required to deal with escalated customer complaints, reply formally from Council, prepare written responses to be signed by Executive Managers/Directors, prepare report findings for internal/external auditors, along with Councillor Reports and Briefing Memos.
• Demonstrated strong multitasking abilities by juggling numerous tasks simultaneously without sacrificing quality or accuracy. Often have multiple deadlines at any given time and strong prioritisation is needed to meet my requirements, whilst managing my direct reports outcomes.
• Adaptable to changing workloads and priorities while maintaining a high level of organization and attention to detail.
• Work closely with other departments to provide seamless service delivery for complex customer requests. Often enquiries and the resulting outcome will involve different departments who need to be consulted and have individual constrains/policies considered for the outcome.
• Reduce customer complaints and internal department workflows, proactively addressing issues and implementing changes to procedures. Managing the developing and undertaking ongoing training of these changes.
• Maintain strong relationships with other departments in Council and cultivate a culture of continuous improvement and collaboration.
• Ensure compliance with relevant Council Policies and Queensland Acts/Legislations by developing robust procedures that govern administrative operations/data entry/data confidentiality and project plans for keeping these current.
• Manage a team of 7-9 Revenue Officers. Provide daily advice, direction, priorities, schedules, and feedback to all tasks required by direct reports. Must ensure that in addition to these, adherence to all Legislative and Regulation requirements, internal procedures, Council policies and guidelines, code of conduct and WH&S is maintained.
• Provide support and leadership to direct reports to fostering a positive work environment focused on teamwork and collaboration.
• Conduct regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Recruit interviewed and hire employees. Implement mentoring programs to promote positive feedback, engagement, and successful position development.

During my time in this position, I successfully completed multiple Higher Duty Assignments to Senior Revenue Officer. Following these, I was the successful candidate for the Revenue Services Supervisor Role.

• Provide high level customer service by promptly addressing concerns and providing accurate information. This is either via telephone conversation, email response or formal Council correspondence.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts with external or internal customers.
• Resolved customer complaints with active listening and empathy, resulting in increased customer satisfaction and trust in Council.
• Strong data entry accuracy and checking methods including meticulously verifying and correcting information during entry. Process regular reports to find issues in the system from all user levels.
• Provided coaching and mentoring to new hires and existing staff members, contributing to their successful integration into the team. Was the main training provider for the team for other like positions.
• Successful management of altering workloads and priorities. Position required a large variety of high volume tasks be completed within weekly deadlines, along with managing daily deadlines and handling inbound calls.
• Developed strategies and suggestions for improvement on streamlining and improving office procedures.
• Managed data and correspondence to secure information and strong working relationships with other departments within Council.
• Constant reference to Council Policies, and relevant Procedure Documents. Review and comprehension of relevant Legislation and how to apply the principles.
• Worked effective in a team environment whilst producing high volumes of autonomous work.

• Provide high level customer service by promptly addressing concerns and providing accurate information. This is either via telephone conversation, email response or formal Council correspondence.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts with external or internal customers.
• Resolved customer complaints with active listening and empathy, resulting in increased customer satisfaction and trust in Council.
• Strong data entry accuracy and checking methods including meticulously verifying and correcting information during entry. Process regular reports to find issues in the system from all user levels.
• Provided coaching and mentoring to new hires and existing staff members, contributing to their successful integration into the team. Was the main training provider for the team for other like positions.
• Successful management of altering workloads and priorities. Position required a large variety of high volume tasks be completed within weekly deadlines, along with managing daily deadlines and handling inbound calls.
• Developed strategies and suggestions for improvement on streamlining and improving office procedures.
• Managed data and correspondence to secure information and strong working relationships with other departments within Council.
• Constant reference to Council Policies, and relevant Procedure Documents. Review and comprehension of relevant Legislation and how to apply the principles.
• Worked effective in a team environment whilst producing high volumes of autonomous work.

• Enhanced records accuracy by ensuring comprehensive filing systems were followed and verifying all documents upon entry into the system. Responsible for large volumes of correspondence being profiled correctly and accurately for use and response by other Council Departments.
• Daily use of Document Management System
• Streamlined records retrieval processes, reducing wait times for internal and external stakeholders.
• Maintained strict confidentiality standards, ensuring the privacy of sensitive information including staff personal files, Councillor information, budgeting/financial documentation, Council Minutes and Legal Documentation
• Assisted and implemented training programs for new Records Officers, resulting in increased efficiency and consistency across the team. Also collaborated on internal fact sheets and documentation to ensure correct information and knowledge was advised to internal staff members.
• Managed physical storage units, maintaining organization and accessibility of archived files.
• Responded promptly to requests for information from internal departments or external parties, fostering positive working relationships throughout the organization.
• Worked within a strong team environment with a large degree of customers with different requirements for how information is to be provided.

• Provide dedicated and strong administrative support to the Southern Design Team through software systems such as Facom, Ellipse Management, Report Explorer, Smallworld and a range of Microsoft Office Software Applications.
• Reduced errors in documentation by implementing thorough proofreading and editing procedures for all outgoing communications.
• Managed phone lines, handling both enquiries, requests for information, Dial before you Dig request or directing calls to appropriate personnel. Ensuring prompt and detailed customer service is provided.
• Facilitated timely administrative support, including compilation of documentation need by the designers to ensure completion of projects. Required to provide both oral and written communication regarding regular progress updates to stakeholders.
• Contributed to a positive work environment by offering friendly assistance to colleagues when needed, promoting teamwork within the office setting.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Template creation, Purchase Orders and Requisitions, Project Archiving and Vehicle Fleet Data Entry tasks completed.

• Provide dedicated and strong administrative support to the Southern Design Team through software systems such as Facom, Ellipse Management, Report Explorer, Smallworld and a range of Microsoft Office Software Applications.
• Reduced errors in documentation by implementing thorough proofreading and editing procedures for all outgoing communications.
• Managed phone lines, handling both enquiries, requests for information, Dial before you Dig request or directing calls to appropriate personnel. Ensuring prompt and detailed customer service is provided.
• Facilitated timely administrative support, including compilation of documentation need by the designers to ensure completion of projects. Required to provide both oral and written communication regarding regular progress updates to stakeholders.
• Contributed to a positive work environment by offering friendly assistance to colleagues when needed, promoting teamwork within the office setting.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Template creation, Purchase Orders and Requisitions, Project Archiving and Vehicle Fleet Data Entry tasks completed.

• Provide dedicated and strong administrative support to the Southern Design Team through software systems such as Facom, Ellipse Management, Report Explorer, Smallworld and a range of Microsoft Office Software Applications.
• Reduced errors in documentation by implementing thorough proofreading and editing procedures for all outgoing communications.
• Managed phone lines, handling both enquiries, requests for information, Dial before you Dig request or directing calls to appropriate personnel. Ensuring prompt and detailed customer service is provided.
• Facilitated timely administrative support, including compilation of documentation need by the designers to ensure completion of projects. Required to provide both oral and written communication regarding regular progress updates to stakeholders.
• Contributed to a positive work environment by offering friendly assistance to colleagues when needed, promoting teamwork within the office setting.
• Followed detailed directions from management to complete daily paperwork and computer data entry.
• Template creation, Purchase Orders and Requisitions, Project Archiving and Vehicle Fleet Data Entry tasks completed.