Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vanessa Lee Cheu

Nightcliff,NT

Summary

Adept at multitasking and teamwork, I enhanced customer satisfaction and operational efficiency across roles, notably as a Boatswain's Mate in the Defence Force. Skilled in emergency response and deck operations management, I consistently met key performance indicators, streamlining processes and ensuring safety protocols, contributing to a significant improvement in service delivery and operational standards.

Overview

25
25
years of professional experience

Work History

Boatswain's Mate

Defence Force
08.2015 - Current
  • Trained deck division personnel in upkeep of ship's external structure, marlinspike, painting, rigging and deck equipment.
  • Handled landing signalman responsibilities on air-capable ships and as coxswain on RHIB (rigid-hulled inflatable boast).
  • Oversaw underway replenishment procedures to maintain equipment used in unloading and loading cargo.
  • Prioritized safety procedures when operating vessels, controlling speed, berthing and unberthing, giving optimal protection to crew and equipment.
  • Learned to operate new technology systems and procedures through instruction, simulators and models.
  • Kept watch aboard vessels to identify changing conditions or potential issues and implement corrective actions.
  • Adhered to laws and regulations based on voyage locations.

Customer Service Officer

Department of Human Services
03.2003 - 08.2015
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Cross-trained and backed up other customer service managers.

Receptionist

Kuku Djungan Aboriginal Corporation
01.2001 - 03.2003
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.

Fruit Packer

Various
01.2000 - 12.2002
  • Ensured customer satisfaction by carefully inspecting all packed fruits for quality control purposes.
  • Enhanced packing efficiency by streamlining fruit selection and sorting processes.
  • Assisted in maintaining a clean and safe work environment, adhering to safety guidelines and protocols.
  • Demonstrated adaptability by quickly learning new packing techniques as required per seasonal changes or market demands.
  • Supported efficient shipping operations by preparing fruit packages according to specified weight and size requirements.
  • Assembled boxes, cartons and containers to package items.

Administrative Assistant

Mulungu Health Care Service
01.2002 - 05.2002
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Maintained current and accurate medical records for patients.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Streamlined appointment scheduling for improved patient flow and reduced wait times.
  • Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.

Trainee

Mareeba Secretarial Solutions
02.2000 - 01.2001
  • Helped customers complete purchases, locate items, and join reward programs.
  • Managed daily office operations, ensuring smooth workflow and optimal productivity for the entire team.
  • Received packages and mail at front desk and dispersed to correct employees.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Enhanced customer satisfaction by providing exceptional service and addressing inquiries promptly.
  • Enhanced office efficiency by streamlining administrative processes and implementing time-saving procedures.
  • Reduced expenses through diligent vendor negotiation efforts, securing cost-effective contracts while maintaining quality services.

Education

Certificate II - Skills For Work And Study

TAFE Queensland
Cairns, QLD
12.2015

No Degree - Defence Indigenous Development Program

TAFE Queensland
Great Barrier Reef Int'l Marine College, QLD
12.2015

Certificate III - Business Administration

Outcomes The Training People
Atherton
04.2004

Skills

    Firefighting Equipment Use

    Multitasking

    Emergency response training

    Hazardous Material Handling

    Deck Operations Management

    Watchstanding Experience

    Small Boat Handling

    Shipboard Safety Protocols

    Crane Operation Knowledge

    Teamwork and Collaboration

Timeline

Boatswain's Mate

Defence Force
08.2015 - Current

Customer Service Officer

Department of Human Services
03.2003 - 08.2015

Administrative Assistant

Mulungu Health Care Service
01.2002 - 05.2002

Receptionist

Kuku Djungan Aboriginal Corporation
01.2001 - 03.2003

Trainee

Mareeba Secretarial Solutions
02.2000 - 01.2001

Fruit Packer

Various
01.2000 - 12.2002

Certificate II - Skills For Work And Study

TAFE Queensland

No Degree - Defence Indigenous Development Program

TAFE Queensland

Certificate III - Business Administration

Outcomes The Training People

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