Katrina Page has over 18 years of experience in customer service roles. She is currently an Administration Assistant/Purchasing Officer at Ta Ann Tasmania, where her responsibilities include producing reports, seeking quotes, purchasing supplies, conducting stocktakes, and answering phone inquiries. Previously, she held roles such as Workforce Planner at Vodafone Australia, where she forecast call volumes and created cost-effective staff schedules. She has a track record of meeting key performance targets.

1. Personal Details
Name: Katrina Page
Telephone:0414 550 528
Email address: kat.page@live.com.au
Professional Profile
AdaptableDependableHighly MotivatedAnalyticalResults Orientated
A Customer Service focussed professional, with over 18 years experience in Contact
Centres – most recently in an Operational Support role.
Results focussed, with strong analytical skills. Communicates effectively, working
accurately and efficiently as part of a team. A lateral thinker with problem solving
ability, using these skills to achieve positive results in a dynamic and ever changing
environment.
Career Summary
Role: Administration Assistant/ Purchasing Officer
From: 13th
July 2015 - Current
Company: Ta Ann Tasmania
Responsibilities:
 Production reports, Forestry log tracking reports.
 Seeking quotes, purchasing local and overseas spare parts and processing
invoices.
 Stock control: Spare parts, PPE, Tea, coffee and milk supplies.
 Stocktake: veneer and spare parts both local and overseas.
 Set up new employees into the sign in scanner
 Answering phone enquiries.
 Additional projects as directed by the General manager and operations
manager. Creating reports for trials and other ad hoc reporting.
 Management of Safety checks and reports and compensation forms
Role: Electorate Officer (Fill in position to cover leave)
From: 13th
May 2015 – 22nd
May 2015
Company: Legislative Council for Hon. Robert Armstrong MLC
Responsibilities:
 Seek advice from the Member on relevant, contentious or politically sensitive
issues raised by constituents, community groups and the media.
 Keep the Member up to date and informed about a range of policy issues and
the progress of legislation.
 Refer all written documentation to the Member for sign-off and approval.
 Keep Members calendar up to date with engagements.

2. Role: Workforce Planner
From: June 2008 – February 2015
Company: Vodafone Australia Pty. Ltd.
Responsibilities:
 Contribute to the creation of a performance management cycle.
 Forecast future call volumes and intra-day activity through use of historical
data and workload drivers.
 Roster the right resources, at the right time, in a virtual environment.
 Create cost effective rosters that meet the needs of the individual and the
business.
 Schedule activities including Team Briefs, Meetings, Breaks and Training at
optimal times in line with Business needs.
 Provide feedback to Operations Managers on improvement opportunities to
drive efficiency gains throughout the business.
 Provide Workforce Planning reports as required by the business
 In liaison with the Contact Centre Managers, drive efficiency gains through
the business, through enhancements to the rosters and the workplace.
 Compile reports and other duties as required by the Contact Centre
Managers.
 Analyse the impact of rosters on Operational efficiency and create what if
scenario's.
 Liaise with key stakeholders to ensure Workforce Planning dimensions are
implemented to enable the achievement of service level targets for all call
types.
Achievements:
 Successful completion of the two week “Taste of Workforce Planning”
program in November 2007 received positive feedback from the training
facilitator and Workforce Planning Manager.
 After completion of the Taste of Workforce Planning program, obtained an
initial 3 month secondment then was offered a permanent position.
 Proven track record of meeting and exceeding required key performance
targets for worlds best practice forecasting of +/- 5%.
 The successful implementation of multimedia forecasting for the Social Media
and Online support areas.
Role: Customer Experience Executive
From: January 2004 – April 2009
Company: Vodafone Australia Pty. Ltd.
Responsibilities:
 123 Internet searches (trivia, weather, movie session times, sports results
etc).
 Navigator (street directions).
 Directory assistance (white and yellow pages).
 International directory assistance.
 VAS (Value added services)
 Pre Pay Care
Achievements:
 Implementation of new network outage page and policy, after identifying an
issue with a number of outage options missing, password not working etc, I

3. put forward a business plan outlining my suggestions & reasoning behind a
streamlined process for outage notifications.
After seeking feedback from a number of colleagues I liased with key
stakeholders in IBM & Web Services and after testing the functionality, the
new outage page was rolled out. Along with the new page I also undertook
the task of writing the procedure regarding how & when to use the page.
 Suggested enhancements for the online store locator to indicate whether they
have SIM readers as not all stores were updated.
 Team Champion for Triggers and Saves and CA memo's I went through the
new procedure with all team members to ensure all team members were
aware of the new procedure.
Acting Subject Matter Expert:
 Handle inbound and/or outbound calls from Vodafone customers ensuring an
outstanding customer experience.
 Maximise every opportunity to value add through the promotion of Vodafone
products and services.
 Demonstrate a high level of understanding and knowledge of Vodafone
policies and procedures in being able to support sound decision making.
 Expert knowledge of products, services and applications offered to our
customers.
 Troubleshoot and create solutions for our customer’s problems & concerns.
 Supplement and complement the Team Manager group by resolving complex
customer queries and escalated situations.
 Align attitude, behaviour and performance.
 Act as a role model for existing team members.
 Undertake project work as directed by management.
 Deliver quality communication to internal and external customers.
 Identify and provide recommendations and solutions for staff training needs.
Successful in RTM (Real Time Manager) Succession:
 Manage and monitor staff adherence
 Manage and monitor queue performance
 Report and monitor system faults
 Communicate system impacts
 Entry of sick leave
 Answer incoming phone calls to the RTM area
 Complete Police requests for subscriber details
 Liaise with Outsourced partners
 Update Systems Outages page
 Complete Daily Technology Report
 Liaise with local desktop support
Role: Administration
From: April 1999 – June 2001
Company: Telstra
Responsibilities:
 Daily check of sign in sheets against roster adherence
 Input staff daily work times into electronic working report

4.  Fortnightly pay period compliance accuracy
 Process accounts for manager approval
 Enter staff roster details into computer roster system
 Maintenance and allocation of petty cash
 Complete and amend asset register of all office equipment
 Stationary and other office stores orders
 Reporting of equipment faults & forwarding for repairs
 Scheduling eye & ear testing
 Updating & renewing identification cards
 Competent knowledge of human resources
 Process all leave types
 Filing of all staff records
Role: Acting TeamLeader
From: April 1998 – April 1999
Company: Telstra
Responsibilities:
 Coaching staff / Providing written and verbal feedback
 Developing staff / creating and implementing development plans
 Managing staff / rosters, behaviour and performance
 Providing support encouragement and guidance to staff
 Ensuring the provision of excellent customer service
 Reporting and managing equipment faults
 Handling customer complaints
 Managing Telstra relationships
 Managing self
 Team leadership
 Making decisions
 Seeking improvement
Role: Customer Service Officer
From: March 1993 – April 1998
Company: Telstra
Responsibilities:
 Establish positive customer relationships from diverse socio economic
backgrounds
 Adhere to company Policy – EEO/Privacy/OH&S
 Manipulate a database of over 900 000 entries using a keyword Boolean
search techniques with 99-100% accuracy
 Manage own work performance to achieve individual & team objectives
 Resolve customer complaints effectively while complying with national
standards & procedures
 Contribute to self development by identifying and addressing areas of
improvement
 Understand and identify customer needs through utilisation of active listening
techniques to satisfy customer requests
 Excellent company and product knowledge
 Ability to work under pressure in a dynamic & changing environment
 Ongoing coaching & assistance in developing team, members (mentoring)
 Time management / Roster adherence
 Telephonist hire – Hydro switchboard, Government Centre switchboard and
Telstra Switchboard

5.  Weather & Boating Weather recordings
 000 Emergency services
Training Courses:
 Certificate III Business Administration
 Certificate III Customer Contact
 Best Business Practice 1, 2 & 3
 Quality Service Skills
 Complaint Management Process
 Disability Awareness Program
 Springboard Development Program
 Ethics for Customer Contact
Education
High School Certificate 1987
Huonville High School