Sign in

Customer Service Administration Workflow Coordinator

Brookfield, Victoria, 3338, Australia
February 22, 2018

Contact this candidate



** ******** ***** ********** **** Victoria Australia


More than 15 years of office work experiences mostly focused on administration and customer service. Skilled in undertaking various administration and business support tasks not limited to work coordination, scheduling and prioritization of workload. Professional, analytic, skilled problem solver and can work with independently and a team player.


Nov 2014 - present Red Energy (Australia)

Customer Initialization Specialist 2 William Street, East Richmond,

(Melbourne) Victoria, Australia

Contacts customers for connection authorizations/approvals

Strictly validates electric and gas connection requests

Raises connection requests to utility networks/distributors

Investigates presence of meter connection through network databases

Issues third party invoices for completed jobs (gas and electricity)

Liaises with the networks/distributors for timeline and issues

Liaises with the customers for connection issues and other concerns

Provides good customer service to both internal and external customers

Provides assistance to other teams when required

Feb 2013 – Oct 2014 Citipower/Powercor (Australia)

New Connections Officer (Workflow Co-Ordination) Rooney Street, Richmond,

(Melbourne) Victoria, Australia

Initiated a new feedback mechanism for jobs referred to other Departments

Formulated a register for all New Connections jobs created

Formulated a register for all Meter investigations and reconfiguration jobs issued

Precisely created new properties / accounts into Customer Information System – Open Vision system (CIS-OV)

Precisely created new properties / accounts under Major Development into CIS- OV

Strictly followed guidelines in terms of validating job requests

Produced bi-monthly reports of outstanding Business 2 Business service orders

Prepared scope documents for new connections jobs prior to field investigations (by the CTA)

Raised meter investigations requests on CISOV (raised to Special Readings and Metering Operations Section)

Raised meter reconfigurations / tariff change requests on CISOV (raised to Meter Completions Section)

Raised job requests in the internal portal (REConnect) for new connections and major developments

Communicated and negotiated with customers in terms of supply demand for jobs

Created Geographic Information System (GIS) points for new properties

Managed the Front End of New Connections (jobs inbox)

Created new job folders for New Connections, Truck Appointments and Abolishments

Established files classification for B2B Service orders (reproduced copies)

Encoded and archived Certificates of Electrical Safety submitted into individual accounts on CISOV

Provided good customer service to internal and external customers

Maternity leave (2011-2013)

Mar 2011 – Sept 2011 Origin Energy (Australia)

Assistant Workflow Coordinator 1 King William Street,

Adelaide, Australia

Managed daily allocation of few hundreds complaint emails for the Investigations and Enquiries staff

Classified emails into urgent and priority complaints (Level 1, 2 & 3)

Provided customer service through phone and online communication

Allocated Ombudsman emails to the team

Accurately classified complaints into Investigations or Enquiries based on nature

Verified complaint details through customer contact or checking MSATS for details

Helped with the complaints documentation

July 2008 – May 2009 South Australia Dept. for

Project Administration Officer Transport (Planning and Design


Walkerville St, Keswick, Australia

Electronically entered and archived Project files (PATCHs database system)

Accurately raised and processed invoices through E-procurement database

Checked and verified entries of employees’ Leave returns in E-biz flow database

Managed the employee Leave applications and Overtime register

Efficiently raised Purchase Orders through E-procurement system

Processed IT service / program requests (through SPA requests)

Managed stationery and supplies through E-procurement and external suppliers

Effectively supported staff with other duties as word processing and computer assistance

Scheduled team meetings and individual catch up activities

Managed calendar outlook for the Manager

Facilitated reception duties for the Section

Provided assistance to Human Resources Section for workforce strategy

Apr 2008 – Jun 2008 South Australia Primary Administration Officer Industries Department

Grenfell St, Adelaide, Australia

Updated pertinent documents and files (Objective database)

Filed physical documents as the department’s historical accounts into respective databases

Managed telephone enquiries (internal and external clients)

Provided assistance to Section staff

Administration duties as photocopying, printing, meeting room preparation, mail sorting and delivery

May 2007 – Jan 2008 ABS-CBN Bayan Foundation

Program Management Officer (ABS-CBN Broadcasting Corp)

Quezon City, Philippines

Managed implementation of the Graduate Program

First point of contact for students and clients regarding Program particulars

Produced documented reports on (program) sessions including the respective procedures/methods of implementation

Developed the Program website for students and other stakeholders

Managed Program budget and finances

Facilitated logistical procedures of the Program

Facilitated development, including preparation of the materials

Effectively coordinated and communicated policies and procedures to Program instructors

Managed and maintained the electronic database of files / materials

Facilitated accessibility and availability of electronic materials & database

Accurately coordinated Program schedules for faculty and staff

Effectively distributed the weekly Program materials

Analyzed and wrote reports for the weekly evaluation results

Effectively communicated Program activities to specific stakeholders

Accurately took minutes of Program related meetings (specifically vital ones with the Board and Coordinators)

Rendered other administrative requirements of the Program

Nov 2004 – Nov 2007 ABS-CBN Bayan Foundation

Research Officer (ABS-CBN Broadcasting Corp)

Quezon City, Philippines

Produced a number of case studies, feasibility studies, market studies and area profiles

Produced action plans with recommended guidelines and budget to be institutionalized in communities

Presented numerous studies and researches to partner agencies, local governments and the internal organization

Developed a number of research tools which were implemented on field

Spearheaded field and community research studies for the organization

Effectively managed the financial aspects of individual studies conducted on field

Conducted interviews among community stakeholders and external agencies (depending on the nature of the study)

Managed numerous Training Needs Analysis through and for donor-partner agencies

Coordinated and liaised with internal and external organizations regarding projects researches

Facilitated meetings with local government officials, non-government institutions and other developmental players in the communities

Gathered and analyzed (data) results of the research studies

Coordinated with stakeholders to ensure active participation and to synchronize programs

Feb 2002 – Sep 2004 Wesleyan University - Philippines

Research and Development Officer Cabanatuan City, Philippines

Initiated numerous internal researches within the university

Represented the university in numerous provincial and regional seminars/workshops

Liaised and coordinated with other partner universities within the region to spearhead research projects

Formulated various research tools to be implemented

Analyzed and wrote reports on case studies and student researches

Conducted interviews, observations, and documentations needed for data gathering.

Assisted student in researches and trained/helped them to carry out independent study.

Assisted in the preparation of research reports for publication and/or presentation in seminars and conferences.

Disseminated information, provided bulletin information for students regarding recent technological, scientific and other relevant findings


Certificate IV in Business 2012 (incomplete)

Institute of Tertiary and Higher Education Australia

Bachelor of Science in Human Ecology Completed April 2002

Specialization: Human Settlements Planning

University of the Philippines, Los Banos, Philippines

The premier university in the Philippines


Extensive research skills including data gathering, analysis and report writing

Effective planning and implementation skills

Ability to negotiate, liaise, co-ordinate and maintain relationships with stakeholders

Skilled in interpersonal communication

Highly developed skills using Microsoft Office programs (Word, Excel, PowerPoint, Outlook)

Highly developed organization and time management skills

Skilled in electronic document records management systems

Understanding in financial budgeting and monitoring

Quick to learn new systems

Ability to prioritize tasks and duties

Have a particular eye for details

Highly developed administration skills

Highly developed literacy and numeracy skills

Strong initiative and works autonomously

Values work ownership and responsibility

Team player

Contact this candidate