Zoe Martin
Emerald
Summary
Experienced with administrative support and clerical duties. Utilizes organizational skills to manage documentation and support office functions. Knowledge of team collaboration and adaptability to meet dynamic requirements.
Knowledgeable [Desired Position] with background in public service roles. Possesses valuable experience in assisting community members and providing administrative support. Demonstrated effective communication and organizational skills.
Overview
7
7
years of professional experience
Work History
Administrative support
Mount Isa Neighborhood Centre
01.2023 - 06.2023
- Customer service face to face and over the phone.
- Assisting and providing information to customers public and commercial.
- Organizing appointments.
- Organizing booking calendars.
- Organizing email box.
- Organizing company records and files.
- Operated as a NILS outlet officer (first point of contact before passed onto actual finance officers).
- Shared knowledge of record keeping. (for auditing purposes)
- Operating Microsoft excel (minimal knowledge)
- Issuing invoices/quotes.
- Record keeping of invoices.
- Organizing hiring of the facility rooms.
- Contact Details: Leeanne Harris – Manager – 07 4743 4506 - Manager@mifssnc.com.au
A03 Criminal Records Officer
NT Government - NTPFES
12.2019 - 03.2022
- Processing recordable court outcomes into a person's record.
- Process information request from interstate tenders/departments that correspond with the NT section.
- Release information request to interstate tenders/departments and retrieve back to requesting members or authorities.
- Processing of NT issued warrants received from town to community courts and Darwin and Alice springs supreme courts.
- Process Parole orders received from the NT parole board, that covers: Releases, amendments, revocations, interstate transfers, sanctions and commit orders to facilitate the applicable future arrests or breaches.
- Receiving and processing reports from DM (births, deaths, and marriages) to ensure records reflect accurate and current information on individual records.
- Accurate processing of custody photos to individual records.
- Demonstrating extensive analytical and data entry while maintain a high degree of accuracy and close attention to detail.
- Establishing significant word processing, keyboard, and administrative skills while utilizing the various hardware and software applications and proven ability to adapt and learn new software applications.
- Contact details: NT Government HR - 08 8999 5511 (NT Government Switchboard)
- Acting Manager (at the time) Heidi Andreasen - Heidi.Andreasen@pfes.nt.gov.au
APS 3 Customer Service Officer
Department of Human Service (DHS) – Centrelink
10.2016 - 12.2019
- Handled fast-paced customer inquiries each day to consistently meet performance targets.
- Tracked down sources of special products and services to meet customers' special needs and circumstances.
- Delivered fast, friendly, and knowledgeable service for routine questions and complaints.
- Consulted with customers regarding needs and addressed concerns.
- Evaluated trends in customer service issues to analyse complaints and identify opportunities for improvement.
- Explained benefits and advantages of different payment types and service offerings to customers.
- Learned basic conversational words in languages most common to customer base to improve service.
- Processed payments as well as payment claims.
- Displayed performance in line with departmental values, procedures and guidelines.
- Maintained confidentiality of client and staff personal details by adhering to company procedures and requirements.
- Compiled, sorted, and verified digital data against source documents.
- Reviewed source documents to locate required data for entry.
- Exercised discretion in executing specific protocols based on multiple customers circumstances, applying company policies and industry experience to complete work at hand.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Documented conversations with customers to track requests, problems, and solutions.
- Reviewed files, records, and other obtained documents to respond to customer requests.
- Investigated and solved routine, complex, and long-standing customer issues each day.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used electronic documentation, reference tools and automated training.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers in making payments on accounts and setting up payment plans.
- Provided outstanding service to new and long-standing customers by attending closely to customer concerns and circumstances.
- Reviewed customer account information to determine current issues and potential solutions.
- Informed customers about billing procedures, processed payments and advised of optional payment setup assistance.
- Built client rapport while accurately processing documentation and troubleshooting technical discrepancies.
- Remained constantly aware of customer activity to ensure safe and secure office environment.
- Set up and activated customer accounts.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
- Contact Details – Services Australia HR (number unknown)
- Team Leader (at the time) Karen Leon - karen.leon@humanservices.gov.au
Education
Certificate IV - Government Services
Canberra Institute of Tech
Canberra, ACT10-2017
Skills
- Quality customer service
- Certificate IV (4) In Government Services
- Strong administration skills
- Working with Children - NT
- Ability to use multiple programs efficiently (Adobe, PROMIS, IJIS, NPRS, iASK Operational information Agency, MOVERS, House Imaging system)
- Management of accounts
- Ability to work in high paced environment
- Efficient quick leaner
- Exceptional time management
- Strong verbal communication and Interpersonal Skills
- Strong written communication
- Organisational and Planning skills
- Ability to use multiple computer programs
- Sound knowledge of Microsoft suites
Accomplishments
- Graduated Apprenticeship Program – 2017
- Temporary Hirer Duties – A05 Team Leader (8 weeks in total)
- Department of Human Service (DHS) identifying Mental Health Issues and Assistance to better interact
- Department of Human Service (DHS) training on better interaction with Refugees
- Department of Human Service (DHS) training on interacting appropriately and sensitively with people of Aboriginal and Torres Strait decent.
- Department of Human Service (DHS) training on identifying people experiencing domestic violence.
- Department of Human Service (DHS) training on interacting appropriately and cautiously with people affected by drug and alcohol disorders.
Timeline
Administrative support
Mount Isa Neighborhood Centre
01.2023 - 06.2023
A03 Criminal Records Officer
NT Government - NTPFES
12.2019 - 03.2022
APS 3 Customer Service Officer
Department of Human Service (DHS) – Centrelink
10.2016 - 12.2019
Certificate IV - Government Services
Canberra Institute of Tech