Jessica Paddock Email & Phone Number

Werribee, Vic, Au

Werribee, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

- Respond to Omni-channel enquiries in efficient manner- Conduct intake and assessments on EAP clients- Perform mental health triages based on clinical needs, including SASH assessments as required- Prepare quarterly and annual reports for stakeholders to demonstrate EAP usage

 Respond to Omni-channel enquiries in efficient manner Conduct advisory sessions for clients in preparation of clinical onboarding Provide recommendations to clients based on clinical needs and programs available

Melbourne, Victoria, Australia

• Respond to Omni-channel member enquiries in efficient manner• Identifying member services processes for improvement and implementing improvements• Analyzed and Reconciled data in preparation for data migration to new CRM• Managed onboarding process for AIOFP members and created reports for Board Submission for new members

Melbourne, Victoria, Australia

• Awarded 3-time Customer First Award based on customer or colleague feedback• Respond to inbound Member services, employer services and income stream enquiries• Training and coaching new staff members, including developing coaching plans, providing feedback, implementing changesbased off QA• Fulfilling statements and stationary to clients, as one of only 2 staff members qualified in contact centre to do so• Managed social media, email and live chat enquiries within company… Show more • Awarded 3-time Customer First Award based on customer or colleague feedback• Respond to inbound Member services, employer services and income stream enquiries• Training and coaching new staff members, including developing coaching plans, providing feedback, implementing changesbased off QA• Fulfilling statements and stationary to clients, as one of only 2 staff members qualified in contact centre to do so• Managed social media, email and live chat enquiries within company guidelines in a small team of 4• Coached and informed new staff on product support through an internal support call service staffed by senior operators• Updating product information in internal systems for staff access Show less

Melbourne, Victoria, Australia

•Managed the language services department for Alfred Health for all campuses including community health centres• Allocated interpreters to bookings, liaised with various departments to provide language services

Melbourne, Victoria, Australia

• Answering enquiries both over telephone and via email in an efficient manner for timely assignment of interpreters tobookings• Offering alternative interpreting options, including option of less accredited interpreter, or having a telephone interpreter ifone is not available onsite• Allocating interpreter services in a timely manner to ensure bookings are fulfilled to at least 70%• Liaising with agencies and interpreters in a professional manner to maintain professional… Show more • Answering enquiries both over telephone and via email in an efficient manner for timely assignment of interpreters tobookings• Offering alternative interpreting options, including option of less accredited interpreter, or having a telephone interpreter ifone is not available onsite• Allocating interpreter services in a timely manner to ensure bookings are fulfilled to at least 70%• Liaising with agencies and interpreters in a professional manner to maintain professional relationships • Facilitated all Northern Health Bookings to maintain Service Level Agreement were kept and bookings were fulfilled to atleast 75% capacity with accredited interpreters were available Show less

Melbourne, Victoria, Australia

• Exceeded targets in Inbound and Outbound Calls in high call volume contact centre• Maintained data integrity by accurately recording data in fast-paced environment despite distractions and language barriers• Liaising with agencies and interpreters to guarantee bookings were fulfilled and interpreters were treated with respect whendealing with external agencies

Williamstown, Victoria, Australia

• Answering enquiries both over telephone and via email in a professional and timely manner as sole staff member in office• Created content for various Social Media platforms, monitored various Social Media platforms and promoted businessacross various Social Media platforms• Offering alternative travel options, including different dates or tours depending on customer needs as assessed fromconversation and needs analysis• Liaising with Operations Management and with agents… Show more • Answering enquiries both over telephone and via email in a professional and timely manner as sole staff member in office• Created content for various Social Media platforms, monitored various Social Media platforms and promoted businessacross various Social Media platforms• Offering alternative travel options, including different dates or tours depending on customer needs as assessed fromconversation and needs analysis• Liaising with Operations Management and with agents to arrange for correct number of buses and catering. includesordering meals, offloading passengers and preparing manifests accurately for pick-ups for drivers• Processing payments, refunds, reconciling invoices and reconciling income sheets• Drafting documents, editing qualifying statements and ad hoc administration needs, assisting other departments operations Show less

Melbourne, Victoria, Australia

• Advised quotes to existing customers via outbound calls, informed customers potential savings or under-insurance• Gained SME product and systems knowledge for AAMI, provided knowledge to colleagues as first-point of contact in-house• Liaising with other departments and contractor teams in professional manner

Bachelor'S Degree, Security And Counter-Terrorism

Bachelor Of Arts - Ba, Social Work