Fiona Matthews is seeking employment in administration after being made redundant in January. She has over 15 years of experience in customer service and administrative roles. She has strong computer skills including Microsoft Office and claims processing systems. Fiona has a diploma in project management and experience managing teams and meeting deadlines. She is passionate about customer service and has excellent communication and organizational skills.

1. FIONA MATTHEWS
56 Rosewarne Cres, Daveron Park SA 5113
Mobile: 0430 358 125 Email: fiona_p_matthews@yahoo.com.au
Having been made redundant in January I relocated back to South Australia from Shepparton, Victoria
with my family. I am currently seeking employment within the Administration field.
I am passionate about customer service and enjoy helping others. I have very high level administrative
skills as well as sophisticated customer service skills. I am friendly, forward thinking, logical, results
orientated, genuine, dedicated, efficient and ethical. I understand attention to detail, common sense, time
management, and prioritising.
My level of computer proficiency includes Microsoft Word, Excel, Outlook, Explorer, Booknet,
Bookfind, CABS, Lotus Notes and Mavenlink at an advanced level. I am a quick learner and enjoy the
challenge of acquiring new skills along with utilizing my current skill set.
I am a sensitive communicator. I am flexible and have the ability to work and excel in a team
environment as well as working autonomously.
PROFESSIONAL SKILLS
• Strong motivation to be competent and to excel
• Logical and analytical decision making skills
• Decisiveness and strong organisational skills
• External and internal client liaising
• Sophisticated customer service skills
• High level general administrative skills
• Experienced in managing & organising a team
• Training and developing a small team
• Staff and work-flow rostering
• Selection and induction of new staff
• Ability to work under intense pressure and within strict budget
requirements
• Flexible & sensitive communicator
• Ability to excel in a team environment
• Proven ability to meet deadlines and exceed KPIs and project goals.
• Advanced level computer skills, comfortable with technology
• High standards and strong work ethic
Fiona Matthews ▪ 0430 358 125 ▪ fiona_p_matthews@yahoo.com.au 1

2. EMPLOYMENT HISTORY
October 2014 to
January 2016
October 2008 to
October 2014
Link Building Systems – Shepparton Vic
Administration
Duties
• Manage all customer telephone enquiries.
• Register new jobs (private and insurance related) on Mavenlink.
• Update Mavenlink with notes regarding current status of repairs and
customer queries.
• Schedule appointments for Estimators to attend quotations.
• Liaise with Clients, Insurers, Insureds, Assessors, Supervisors, Sub
Contractors and Suppliers.
• Organise repairs with Rural Housing clients.
• Facilitate building repairs.
• Comply with OH&S policies and procedures.
• Monitor, respond and distribute incoming emails, faxes accordingly.
• Schedule Supervisor meetings and agendas.
• Assist with updating manuals and procedures.
• Organise trades to attend urgent make safe repairs.
Cunningham Lindsey Australia Pty Ltd – Shepparton Vic
Claims Assistant
Duties
• Manage all incoming phone calls from customers.
• Monitor, respond and distribute incoming emails, faxes, mail
accordingly.
• Register all incoming claims using Lotus Notes and make up
appropriate folders.
• Preparation of claims documents.
• Schedule appointments for the Assessors.
• Assist with report writing, quantification of claims.
• Liaise with Insurers, Brokers, Insureds, Building Contractors, and
Suppliers.
• Facilitate building repairs, replacement of content items.
• Manage customer escalations – problem & dispute resolution.
• Comply with OH&S policies and procedures.
• Arrange quotes to repair/replace damaged/stolen buildings/contents.
• Prioritise and time manage under intense pressure during
catastrophic events.
• Order office supplies.
Fiona Matthews ▪ 0430 358 125 ▪ fiona_p_matthews@yahoo.com.au 2

3. January 2008 to June
2008
The Video Warehouse - Adelaide
Administration Support/ Customer Service Officer
Duties
• Manage all customer telephone enquiries.
• Enter new stock arrivals and stock-take results into MYOB and
Retail Manager.
• Update content and maintain website.
• Organise postal/couriering of customers orders.
• Assist with creating and editing monthly newsletters.
• Invoicing and client account management.
• Respond to calls regarding specialised services.
• General Cash handling and Daily Cash reconciliation using MYOB.
• Liaise with suppliers.
• Comply with OH&S policies and procedures.
• Stock and database management.
• Update manuals and procedures.
July 2006 to January
2008
Adelaide University Bookshop “Unibooks”
Store Supervisor Adelaide Unibooks (closed down in 2015)
Duties
• Liaise with customers, academics, publishers, and suppliers.
• Liaise between management, staff, accounts and IT departments.
• Supervise and develop teams across multiple locations.
• Train all casual staff in key areas, such as in-house database, cash
handling, stock control & customer service.
• Deliver excellent customer service (telephone, fax, email, and
personal communication).
• Cash handling including daily and weekly reconciliation.
• Create and manage rosters in compliance with strict budgets.
• Prioritise and time manage under intense semester scheduling.
• Booking and delivery arrangements.
• Utilise systems including BOOKNET, Bookfind and CABS.
• General office and administration management.
• Shortlist, interview and select Customer Service staff.
• Participate in regular team and management meetings.
Fiona Matthews ▪ 0430 358 125 ▪ fiona_p_matthews@yahoo.com.au 3

4. • Compile and implement procedures and reports.
• Produce bi-annual stock take reports.
• Manage accounts receivable and payable.
• Comply with and implement OH&S policies.
December 2004 to
September 2005
Adelaide & Flinders University Bookshop
(now Unibooks Direct) Closed down in 2015
Relief Distribution Centre Supervisor
Duties
• Order and maintain stock levels.
• Supervise, manage and motivate a small team.
• Train and develop staff.
• Roster and organise work-flow for two departments.
• Ensure smooth daily running of Distribution Centre.
• Implement procedural changes.
• Responsible for Centre opening & closing procedures.
• Assist in producing stock and staffing reports.
• Comply with OH&S policies and procedures.
February 2002
to July 2006
Adelaide & Flinders University Bookshop
(now Unibooks Direct) Closed down in 2015
Senior Admin Support (Mail Order Accounts), Customer Service Officer
Duties
• Manage national & international distribution of textbooks
• Manage large customer Accounts: University & School Libraries
across South Australia.
• Process all online & telephone mail orders.
• Liaise with suppliers, students & academic staff.
• Meet strict deadlines to supply textbooks.
• Manage customer escalations – problem & dispute resolution.
• Train all Mail Order staff on systems & procedures.
• Comply with OH&S policies and procedures.
TRAINING & DEVELOPMENT
• Diploma of Project Management May 2016 - Current
• Supervisor Training Certificate - 2007
• Certificate 3 in Public Safety (Fire Warden) - April 2006
Fiona Matthews ▪ 0430 358 125 ▪ fiona_p_matthews@yahoo.com.au 4

5. • Word Processing - May 2000
• Community & Health Services Studies - December 1997
• Work Place Communication - December 1995
• Writing Skills for Work - December 1995
INTERESTS
• Reading, Cooking, Cinema, Family & Friends
REFEREES
Andrew George – Link Building Systems, Project Manager
Office: (03) 5821 4516 Mobile: 0412 556 522
Jason Field – Cunningham Lindsey Australia Pty Ltd – Albury/Wodonga
Office – Area Manager
Office: (02) 6056 2311 Mobile: 0412 562 311
Caron Peake - (Former Open Universities Liaison & Distribution Centre
Supervisor Adelaide Unibooks)
Mobile: 0402001935
More referees available on request
Fiona Matthews ▪ 0430 358 125 ▪ fiona_p_matthews@yahoo.com.au 5

6. • Word Processing - May 2000
• Community & Health Services Studies - December 1997
• Work Place Communication - December 1995
• Writing Skills for Work - December 1995
INTERESTS
• Reading, Cooking, Cinema, Family & Friends
REFEREES
Andrew George – Link Building Systems, Project Manager
Office: (03) 5821 4516 Mobile: 0412 556 522
Jason Field – Cunningham Lindsey Australia Pty Ltd – Albury/Wodonga
Office – Area Manager
Office: (02) 6056 2311 Mobile: 0412 562 311
Caron Peake - (Former Open Universities Liaison & Distribution Centre
Supervisor Adelaide Unibooks)
Mobile: 0402001935
More referees available on request
Fiona Matthews ▪ 0430 358 125 ▪ fiona_p_matthews@yahoo.com.au 5