Researcher

• Jul 2023 - Present

Service Central Assistant

• Apr 2021 - Jul 2021

Provided exceptional customer service and support to staff, and visitors via calls and online chats while effectively managing administrative tasks

Telephony Project Officer

• Feb 2021 - Apr 2021

IRC Support Officer

• Feb 2018 - May 2018

Providing dedicated support to Industry Reference Committees (IRCs) at Skills Impact, ensuring effective coordination, communication, and administrative assistance. Facilitated meetings and workshops, preparing agendas, and documenting meeting minutes to capture key discussions and action items for IRCs. Conducted research and analysis on industry trends, workforce needs, and skill requirements to inform the development of training packages and support the work of IRCs. Built and maintained strong relationships with industry stakeholders, fostering collaboration and engagement in the development and review of training materials. Coordinated the process of researching, writing, editing, and desktop publishing annual reports for government consideration and publication, ensuring accuracy, compliance, and adherence to deadlines. Show less

HR Administration Assistant

• Aug 2017 - Feb 2018

Provided comprehensive administrative support to the Human Resources department at the State Library Victoria, including managing employee records, processing HR documents, and assisting with recruitment processes. Maintained accurate and up-to-date employee records, ensuring compliance with relevant policies, procedures, and legal requirements. Managed the process of conducting Working with Children Checks for employees, including timely communication, documentation, and follow-up to ensure all necessary clearances were obtained. Conducted a thorough audit of external contractors to assess adherence to OH&S policies, identifying areas for improvement and recommending corrective actions, ensuring strict compliance with Occupational Health and Safety (OH&S) policies and regulations. Show less

Information Service Officer

• Nov 2012 - Jan 2016

Managed a team of consultants to migrate policy documents to an external CMS, solving issues and meeting all deadlines Led a project to implement SharePoint which resulted in fewer disruptions to projects and more efficient project management for the entire team Created and implemented an error reporting process for completed continuous improvement which enhanced projects Kept complete and accurate records of policy and project materials to comply with government requirements Coordinated the design, editing and desktop publishing of quality educational support materials Communicated with stakeholders across multiple platforms, including the IBSA website and Virtual Helpdesk to provide information and solve issues Show less

Specialist Motor Claims Assessment Consultant

• Mar 2011 - Nov 2012

Mastered the use of multiple CRM systems and trained and supported the Assessment Team in their use Advised and reassured customers regarding the progress of the claims, policy content and their responsibilities. My excellence in this area was proven by my multiple nominations by both customers and colleagues for customer service awards.Scheduled customer vehicle damage assessments for niche insurance brands across Victoria, Western Australia and South AustraliaOrganised timely tows and repairs for customers’ vehiclesResolved issues regarding vehicle assessment, towing and unsatisfactory repairs, which resulted in retained customers Show less

Accounts Payable Officer

• Jul 2010 - Mar 2011

Accurately processed and recorded a high volume of payments across several niche brandsApplied a high attention to detail to detect discrepancies and errors in payments generated by the Claims TeamResolved payment issues to ensure customers and service providers were paid in a timely mannerTook responsibilty for further tasks in the claims team including mail distribution, and document management which resulted in my promotion to the Assessment Team

Customer Support Officer

• Aug 2008 - Jul 2010

Promoted and conducted hearing tests Promoted current customers to take advantage of the loyalty club. Resolved issues for customers regarding government processes Problem-solved technical difficulties with hearing devices and facilitated the repair process for customers Responsibly handled cash and banked profits with a high reconciliation rate Promoted and conducted hearing tests Promoted current customers to take advantage of the loyalty club. Resolved issues for customers regarding government processes Problem-solved technical difficulties with hearing devices and facilitated the repair process for customers Responsibly handled cash and banked profits with a high reconciliation rate

Retail Sales Representative

• Jun 2008 - May 2010

Advising on and selling games and consoles, while achieving KPI Excellence Working effectively within a team whilst dealing with high pressure sales situations Opening / Closing of the store Responsibly handling cash and banking profits Processing Stock and Inventory Control Merchandising and maintaining store appearance Advising on and selling games and consoles, while achieving KPI Excellence Working effectively within a team whilst dealing with high pressure sales situations Opening / Closing of the store Responsibly handling cash and banking profits Processing Stock and Inventory Control Merchandising and maintaining store appearance