Experience

The Centre for Continuing Education

• Australia
• Education Administration Programs
• 1 - 100 Employee

• Administation Support

  • Aug 2021 - Present



The Skill Engineer

• Civic and Social Organizations
• 1 - 100 Employee

• Recruitment Officer

  • Jul 2021 - Jul 2021



The Personnel Group

• Australia
• Staffing and Recruiting
• 100 - 200 Employee

• Employment Consultant

  • Feb 2016 - May 2021

  Disability Employment Service Employment Consultant Duties included: • Manage a case load of clients • Build relationships with clients and assist them in becoming job ready • Reverse market clients to potential employers and create employment opportunities for clients • Liase with Service Providers and RTO's to upskill clients • Co-ordinate and conduct Career Voyage, Job clubs as well as Esher House Training to progress clients •Conduct pre-screening for positions for employers and set up interviews • Provide post placement support to clients offsite and onsite once employment is obtained • Assist in any resolutions that the client or the employer may encounter once the client has obtained employment • Track and ensure client's are achieving their required hours for education and employment outcomes • Maintain privacy and confidentiality • Adhere to DHS and contractual guidelines • Meet company targets and also individual KPI's • Assist with Training, coaching and development of staff . Regional Support Officer • Training, coaching and development of new and existing staff members • Filling in for various roles when a team member was absent, on leave or a position was vacant • Mentoring new staff members and providing additional gaps in knowledge • Auditing Transition to Work Employment Consultant: • Building capacity to reach goals and creating a plan to achieve these goals in gaining either Education or Employment. • Identifying and referring participants to relevant local community services for mental health, housing and local driving services • Building relationships with local employers to provide work experience or paid employment to participants and creating positions •Creating relationships with the local RTO’s, TAFE’s and Apprenticeship & Traineeship organisations to engage participants and upskill them. • Reaching and exceeding targets• Adhering to CoACt guidelines and contractual requirements



North East Regional Preschool Association

• Administrative Office Assistant

  • May 2015 - Feb 2016

  Customer Service, Answering the telephone, Maintaining privacy and confidentiality, Kindergarten Enrolments, Liaising with kindergarten staff members, Data entry, reconciliation of accounts, creating invoices, follow up of overdue accounts, mail outs, staff pays and pay slip, use of MYOB Customer Service, Answering the telephone, Maintaining privacy and confidentiality, Kindergarten Enrolments, Liaising with kindergarten staff members, Data entry, reconciliation of accounts, creating invoices, follow up of overdue accounts, mail outs, staff pays and pay slip, use of MYOB



Swan Hill District Health

• Australia
• Hospitals and Health Care
• 1 - 100 Employee

• Office Administrative Assistant

  • May 2004 - Sep 2009

  I worked in the Health Promotion and Dietetics Department at Swan Hill District Health. Duties included: • Customer service • Answering the telephone • Maintaining Privacy & Confidentiality • Data Entry of statistics • Booking appointments & meetings • Filing/getting client files ready for next day • Assessing client needs & referring them to the appropriate department • SWITCH program for DHS • Monthly reports • Out and abouter’s book – knowing where staff members were at all times due to travel of regional services • Pay sheet/doing staff hours • Creating fliers/brochures/newsletters for the Health Promotion Team • Mail outs • Courtesy calls to clients for the appointments • Cleaning • Comply with Occupational Health & Safety • Cash handling • Balancing cash sheet and money at the end of every week • Photocopying/Office duties • Opening and closing of office



AAPT

• Australia
• Telecommunications
• 200 - 300 Employee

• Call Quality Analyst

  • Mar 2000 - Apr 2004

  During my time at AAPT I did various roles: Customer Service Representative, Mentoring/Acting Team Leader and Call Quality Analyst. Customer Service Representative: • Customer Service • Selling of AAPT products to meet monthly targets/goals • Negotiation skills • Diverse customer interaction • Responding to & actioning customer telephone requests • Solving customer billing enquiries • Making appointments for faults & relocations • Maintaining Privacy & Confidentiality • Writing clear and concise narrations • Providing alternative products/services to meet customer’s needs • Data entry • Word processing • Problem solving Mentoring/Acting Team Leader: • Customer Service • Assisting Customer Service Representatives with customer enquiries • Taking escalated calls • Solving conflict between other Team Members /Management • Monitoring of Customer Service Representatives call quality & skills • Identifying & acting upon skills gaps • Coaching & development of staff • Ensuring Customer Service Representatives adhered to scheduled breaks & instructions given by upper level management • Ensuring Customer Service Representatives were confident with AAPT procedures • Ensuring Customer Service Representatives were content & safe in their working environment • Writing of daily reports & call statistics • Collating data • Reporting to Upper level management • Supporting the business Strategy Call Quality Analyst: • Monitoring & evaluating calls to ensure a high level of customer service is provided • Coaching of staff • Facilitating coaching sessions, team meetings and training sessions • Liaising with senior management • Identifying knowledge and skill gaps on an individual basis/call centre basis • Identifying areas of process and procedural improvement for the company • Analysing trends within the Call Centres • Report writing for quality findings or trends in relation to policies, procedures, systems & processes • Comply with Occupational Health & Safety