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Inbound Officer Resume Example

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Madelaine
Knight
Professional Summary

Highly developed researcher and organised and independent worker committed ot getting the job done. Deeply committed unionist and member of the labour movement with strong political beliefs I bring to the table a demonstrated ability in industry and union research as well as union member communications.

Skills
  • Leadership Skills
  • High Personal Motivation
  • Well Developed Union Relationships
  • Industry Research Skills
  • Proficient in Microsoft Suite
  • Strategic thinker
  • Excellent interpersonal skills
  • Campaign implementation
  • Strategic planning
  • Appointment scheduling
  • Highly Developed Research Skills
  • Inter-Union Communication Skills
  • Union developed reports
  • Organized
  • Proficient in Adobe Suite
  • Inbound phone calls
  • Writing communications
  • Interpersonal Communications
  • Personal accountability
  • Efficient under pressure
Education
University of NewcastleCity, StateBachelor Business: Political Policy & Economics
University of Technology SydneyCity, StateJuris Doctor
Work History
Company Name- Inbound Officer
City, State09/2018 - Current
  • First contact point for union calling for assistance with industrial matters
  • Assessed member issues to identify service needs and resolve issues
    Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
  • Recorded actions taken, issues resolved and member information to effectively manage members issues and provide quality reporting across various teams
  • Developed highly empathetic member relationships and earned reputation for exceeding service standard goals
  • Liaised with members, organisers and industrial team to better understand member needs and recommend appropriate solution
  • Liaised with organisers, industrial officers and state branch teams to develop solutions and accomplish shared objectives
  • Promptly responded to inquiries and requests from members
  • Investigated and resolved industrial matters, including in work health safety, disciplinary meetings and contract issues
  • Educated members about industrial relations, unionism and support policies and procedures
  • Investigated and resolved member inquiries and issues quickly
  • Reviewed and analysed government and judicial structures, as well as arbitration concepts and negotiation techniques
  • Researched industrial relations statutes, decisions, legal articles, codes and documents
  • Answered member calls and responded to inquiries, using open-ended questioning skills to attain applicable information
  • Investigated facts and laws to determine causes of action and to prepare cases
  • Conferred with members and other involved parties to gather and track case information
  • Managed quality assurance program including on site evaluations, internal audits and member surveys
  • Performed research to collect and record member data to develop union campaigns
Company Name- Field Organiser
City, State04/2019 - 05/2019
  • Created reports, correspondence and spreadsheets with Microsoft Office programs
  • Processed correspondence, including post office pick-ups, sorting and distribution to appropriate parties
  • Worked with Campaign Manager to resolve campaign problems, improve operations and provide exceptional customer service
  • Collected, arranged and input information into database system
  • Ran phone banking sessions
  • Ran door knocking sessions
  • Motivated team members to meet and exceed contact targets
  • Collaborated with volunteers to update constituent information quickly and accurately
  • Developed campaign material used to communicate complicated political policy to constituents
  • Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
  • Developed team communications and information for campaign meetings
  • Tracked and analyzed reports to determine where improvements in campaign could be made
Company Name- Outbound Officer
City, State09/2018 - 11/2018
  • Worked directly with the union and members to communicate information and campaigns of the union to members.
  • Promptly responded to inquiries and requests from members
  • Followed Union reporting processes.
  • Developed skills in communicating with union members and meeting their wants and needs
  • Worked closely with teams throughout the union to best meet the needs of members.
Company Name- Electorate Officer
City, State12/2017 - 05/2018
  • Liaised with other staff, government departments and members of the constituency on matters relating to the electorate
  • Liased with other staff, government departments and members of the constituency on portfolios and committees
  • Liased with other staff, government departments and members of the constituency on general concerns
  • Researched and prepared reports, briefing notes, memoranda, correspondence and other routine documents
  • Wrote monthly newsletters for constituency
  • Assisted with social media
  • Maintained confidential files and documents
  • Attends meetings and acted as a representative as required
  • Maintained appointment diaries and made travel arrangements
  • Processed incoming and outgoing mail, filed correspondence and maintained records
  • Screened telephone calls and answered inquiries
  • Took and transcribed dictation of letters and other documents
  • Performed various administrative functions, including filing paperwork, delivering mail and sorting mail
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Accomplishments
  • Convenor and Co-Founder - Labor for Drug Law Reform NSW (2019- Current)
  • General Executive - NSW Young Labor (2018-Current)
  • Vice President - Newcastle University Student Association (2018)
  • Union Summer (2017)
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Resume Overview

School Attended

  • University of Newcastle
  • University of Technology Sydney

Job Titles Held:

  • Inbound Officer
  • Field Organiser
  • Outbound Officer
  • Electorate Officer

Degrees

  • Bachelor Business : Political Policy & Economics
    Juris Doctor

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