RESUME – Michelle Blue 7 Ellengowan Drive Darwin NT Phn 08 8959 5111 Email: [email protected] Employment History May 2016 to Current Optus, Darwin Administration Officer: Reconciling petty cash, banking, answering telephone calls, booking appointments, providing exceptional administrative support to the store and office, stock control, monthly rosters, report writing and data entry, customer support, liaising with various stock suppliers, weekly and monthly stock-takes, email management, sales support, shift supervision. June 2015 to May 2016 Optus, Alice Springs Retail Operations Specialist: In charge of all operations of the store, providing administrative support to the store leader, dealing with complex customer complaints, conflict management, adhering to Optus processes and values, ensuring processes and procedures are completed in a timely and accurate manner in accordance with Optus business rules, monthly OH&S auditing, working with customers and staff one on one, focusing on customer needs, running staff meetings, receiving stock, stock control, stock-takes, rostering, reporting to the AGM and LAM, data entry and analysis, sending away customer phone repairs and liaising with various stock suppliers and representatives, representing Optus at sponsorship events and within the community. Feb 2014 to June 2015 Optus, Alice Springs Customer Service Advisor: Providing exceptional customer service to all customers, meeting monthly sales and NPS targets, completing daily customer call backs, filling stock, completing orders in Siebel, repair requests, assisting other staff members where required, dealing with complaints, accessing customer accounts and personal information, filing of paperwok. August 2013 to Jan 2014 OPT Telco Group Optus Call Centre Operator: outbound calling existing Optus customers, providing exceptional customer service, sales, dealing with complaints, meeting minutes requirements, accessing customer’s accounts and personal information, completing orders in Siebel, assisting junior staff members. Jan 2013 to July 2013 The Coffee Club, Marion Shift Manager: reporting to the Store Manager, rostering of staff, managing kitchen staff throughout the day, keeping the cost of goods to a minimum, ordering kitchen stock, ensuring the kitchen is being kept clean and up to Coffee Club standard. Dealing with customer complaints and training new staff. Nov 2010 to Dec 2012 The Coffee Club, Harbour Town Shift Supervisor: entering the days takings into Excel, managing staff throughout the day, ensuring lunch breaks are done, wait times are minimal, wage percentage is kept to a minimum and the store is kept presentable. Dealing with customer complaints, training new staff, counting the register and safe, daily banking, and other supervisorial duties. Barista: (qualified Bronze Level Barista) preparing hot beverages to meet set Coffee Club standards, seasoning the mach ...

1. RESUME – Michelle Blue
7 Ellengowan Drive
Darwin NT
Phn 08 8959 5111
Email: [email protected]
Employment History
May 2016 to Current Optus, Darwin
Administration Officer: Reconciling petty cash, banking,
answering telephone calls, booking appointments, providing
exceptional administrative support to the store and office, stock
control, monthly rosters, report writing and data entry, customer
support, liaising with various stock suppliers, weekly and
monthly stock-takes, email management, sales support, shift
supervision.
June 2015 to May 2016 Optus, Alice Springs
Retail Operations Specialist: In charge of all operations of the
store, providing administrative support to the store leader,
dealing with complex customer complaints, conflict
management, adhering to Optus processes and values, ensuring
processes and procedures are completed in a timely and accurate
manner in accordance with Optus business rules, monthly
OH&S auditing, working with customers and staff one on one,
focusing on customer needs, running staff meetings, receiving
stock, stock control, stock-takes, rostering, reporting to the
AGM and LAM, data entry and analysis, sending away customer
phone repairs and liaising with various stock suppliers and
representatives, representing Optus at sponsorship events and
within the community.
Feb 2014 to June 2015 Optus, Alice Springs
Customer Service Advisor: Providing exceptional customer
service to all customers, meeting monthly
sales and NPS targets, completing daily customer call backs,

2. filling stock, completing orders in Siebel, repair
requests, assisting other staff members where required, dealing
with complaints, accessing customer accounts
and personal information, filing of paperwok.
August 2013 to Jan 2014 OPT Telco Group
Optus Call Centre Operator: outbound calling existing Optus
customers, providing
exceptional customer service, sales, dealing
with complaints, meeting minutes requirements,
accessing customer’s accounts and personal
information, completing orders in Siebel,
assisting junior staff members.
Jan 2013 to July 2013 The Coffee Club, Marion
Shift Manager: reporting to the Store Manager, rostering of
staff, managing kitchen staff throughout the day, keeping the
cost of goods to a minimum, ordering kitchen stock, ensuring
the kitchen is being kept clean and up to Coffee Club standard.
Dealing with customer complaints and training new staff.
Nov 2010 to Dec 2012 The Coffee Club, Harbour Town
Shift Supervisor: entering the days takings into Excel, managing
staff throughout the day, ensuring
lunch breaks are done, wait times are minimal, wage percentage
is kept to a minimum and the store is
kept presentable. Dealing with customer complaints, training
new
staff, counting the register and safe, daily
banking, and other supervisorial duties.
Barista: (qualified Bronze Level Barista) preparing hot
beverages to meet set Coffee Club standards, seasoning the
machine, shutting down the machine, cleaning of the machine
and ensuring it is running correctly.

3. Kitchen: food preparation, cooking, serving food, ordering
stock, stocktaking,
training new staff, annual reporting,
organisation of kitchen and kitchen staff,
reporting to the manager.
Waitressing: serving customers with food and drinks, clearing
tables, meeting all
customers’ needs, striving to make additional sales.
Register: taking orders from customers, handling money,
informing
customers of the product, making various types of drinks,
serving sweets and bottled drinks
to be taken to tables.
Other Duties: cleaning, refilling the fridge with cakes and
drinks, washing, drying and putting away dishes.
Feb 2011 to Nov 2013 Tutoring
Mentoring two boys from the beginning of year 9 until they
completed year 10, helping them
with homework and helping them in the
areas of English, Mathematics and Science.
Jan 2011 to Nov 2011 Christies Beach Kindergarten
One on one assessments of young children:
their speech capacity, ability to
comprehend and
follow instructions, ability to retain information and semantic
memory capabilities.
Nov 2007 to Nov 2010 Kmart, Port Pirie
Apparel : assisting customers in the apparel area (clothing,
cosmetics, shoes, Christmas, Easter, school, luggage, etc), price
checks, making phone calls to customers and conversing with

4. various other Kmart outlets, unpacking new stock, refilling,
tidying, recovering, managing the fitting rooms.
Checkouts: assisting customers, scanning and bagging items,
operating the computer, cleaning, moving trolleys.
Service Desk: doing rainchecks, answering phone calls, making
phone calls to customers, staff and other Kmart outlets, using
the loud speaker, returning items, counting money, organising
fellow staff, booking time off for other staff.
Door Greeter: greeting customers upon arrival, checking bags
showing customers where to go to find what they are
looking for.
Education
Charles Darwin University 2017 Commencing 4th year of
Bachelor of Social Work (external)
Charles Darwin University Bachelor of Humanitarian
and Community Studies (external)
2014- Current
Flinders University 2011 Completed first year
Bachelor of Speech Pathology
Saint Mark’s College 1998-2010 Subjects studied at year 12
· English Studies
· Early Childhood Studies
· Religious Education
· Biology
· Australian History
Awards and Achievements
2015 – Optus Sales Person of the Month
2014 – Optus Sales Person of the Month
2011 – The Coffee Club Employee of the Month
2008 – A2 Port Netball Club Coaches Award
2007 – Champion Barefoot Horse and Rider
2007 – First place in Champion u/16 Horse Rider at Clare

5. Interschool Gymkhana
2006 – A4 Port Netball Club Best and Fairest Award
Referees
Anne Howes
Store Leader
Oprus, Alice Springs
0436 354 435
Cassandra Columbus
Store Manager
Optus, Mt Barker
0434 675 436
Maria Harris
Former Store Leader
Optus, Alice Springs
0417 123 569
Joshua Heshusius
Floor Manager
OPT Telco Group
0412 900 01
From the topics covered in Weeks 3-4, select one law related to
financial management in health care organizations. We
discussed such laws as False Claims Act, Stark Law etc. Include
a cover page and a list of references at the end of the paper in
APA Format. Paper will be double spaced and be 4 pages in 12
point New Times Roman font.
The assignment is to be written in clear, concise narrative. All

6. sections in the outline for Assignment #2 are required.
Outline: Must use the underlined headings from the outline
below in your paper and the paper must be in narrative form not
outline or bullet format. 5% penalty deducted from paper if
underlined headings not used in your paper.
1. Name of the Law and or laws:
State the official title of the federal and/or state law, the statute
and section number. Must be either a federal statute or state
statute and you must cite both if applicable. Thus if there is
both a federal and state law that covers your subject picked then
you must cite both. Do not assume that there is just a federal
and or state law. In most cases there is both a federal and state
law. You must use the laws cited in this section throughout the
rest of the paper.
2. Management’s Financial Responsibilities:
What are the health care organization’s responsibilities under
this financial management statute you stated above? Provide a
comprehensive discussion of three (3) specific responsibilities
under the financial management statute. State specifically after
each responsibility where this responsibility is stated in the
federal or state law. Describe the appropriate behavior and
expectation. Include the citations and source of documents
describing the organization’s responsibilities.
3. Consequences for Ethical or Legal Breach:
Discuss in general the civil and criminal consequences from the
law. Then identify from the news, three (3) specific case
examples of health care organizations or health care providers
found guilty of a legal or ethical breach relative to the law you
have cited in first part of paper. Identify the specific legal
and/or ethical breach and the penalties assessed to the health
service organizations and/or individuals found guilty of
violating the law or ethics [provide citation of law]. At the end
of each case, discuss in detail whether you agree or not with the
decision and why. Bring in the facts of the case to support your
comments. Students should use a minimum of three (3)
documented specific examples retrieved from the print media.

7. 4. HCO Management’s remedial steps to reverse the non-
compliance organizations:
Describe in detail three (3) specific management actions or
remedial steps you would take to ensure the financial
management in the health care organization meets or exceeds
the federal law or state law relative to the requirements of the
law you cited above. Discuss specifically how each of the three
management actions specifically meets or exceeds the specific
federal or state law you cited. Note: These actions may include
specific uses of technology, procedures, human resource
training, and other management tools. However these action
steps must be within the control of a manager.
5. Conclusion: Summary your findings above
6. Reference List [APA Format]
The paper must be:
· Late penalties: Paper is due by due date but if there occurs an
extraordinary event beyond your control, then you need to
contact me as to the reason and then we can discuss a new due
date if I agree with your excuse. In every case of an extension
you will be penalized 11% [no chance for an A on the paper] for
the first day late and an additional -1pt for each day thereafter,
no matter the excuse. The rubric points are 100 so in the rubric
you will lose -11pts if one day late.
· Be sure and use the underlined headings found in the outline
below in your paper. Paper must be in narrative format not
outline or bullets.
· Double spaced and be 4 pages in 12 point New Times Roman
font.
· Include a cover page [not counted as a page] which should
have student name and title of your paper [Provide a short name
for the legal responsibility the specific health care
organization has for one type of patient right in a specific
setting ]
· A the end of the paper a list of references in APA Format [not
counted as a page]
· Be prepared using word-processing software and saved with a

8. .doc, .docx, or .rtf extension. No pdf.
· Be uploaded to your Assignments Folder by 11:59 p.m. EST
on the due date.
· The paper is to be posted in Assignment #2 drop box.
· Must cite to the source for all your facts in the text of your
paper in APA format.
Example of an in text citation:
(Ernst, & Young, 2000 p14).
Example of source cited on Reference page:
References
Healthcare Financial Management Association (U.S.), Ernst, &
Young. (2000). Health care system reform: A provider
perspective : survey results. Westchester, Ill.: Healthcare
Financial Management Association.
Except where noted, the assignment is written in clear, concise
narrative. All sections of Assignment #2 are required.
Grading Rubric for written Assignment #2 is in Assignments
area of the class.
Hide Rubrics
Rubric Name: Assignment #2 Grading Rubric
Criteria
Level 3
Level 2
Level 1

9. Official Title of the Laws
10 points
Provided the proper title, statute and section number of
applicable federal and state laws.
6 points
Provided the proper title, statute and section number of only one
of two applicable laws
0 points
Provided the title but not the proper statute and section number
of applicable federal and/or state laws.
Management’s Financial Responsibilities
10 points
Provided a comprehensive discussion of three (3) specific
responsibilities under the financial management statute with
proper citations to the law.
5 points
Provided a limited discussion of three (3) specific
responsibilities under the financial management statute and or
with limited citations to the law.
0 points
Provided an inadequate discussion of three (3) or just one
specific responsibilities under the financial management statute
and or with inadequate citations to the law. .
Consequences for Ethical or Legal Breach of Management’s
Financial Responsibilities
30 points
Provided a comprehensive discussion of the general the civil
and criminal consequences from either the federal and or state
law. Provided a comprehensive discussion of the specific

10. consequences for violating the financial management statute.
Provided three (3) specific real life case examples of health care
organizations or health care providers found guilty of a legal or
ethical breaches under the financial management statute. For
each case, specifically discussed legal and/or ethical breach,
and the specific penalties assessed to the health service
organizations and/or individuals found guilty of violating the
law or ethics. Provided sound reasoning why they agreed or
disagreed with the results in the case.
20 points
Provided a limited discussion of the general the civil and
criminal consequences from either the federal and or state law
and or provided a limited discussion of the specific
consequences for violating the financial management statute.
Provided only two (2) specific real life case examples of health
care organizations or health care providers found guilty of a
legal or ethical breaches under the financial management
statute. For each case, provided a limited discussion of the
legal and/or ethical breach, and the specific penalties assessed
to the health service organizations and/or individuals found
guilty of violating the law or ethics. Provided limited
reasoning why they agreed or disagreed with the results in the
case.
0 points
Provided an inadequate discussion of the general the civil and
criminal consequences from either the federal and or state law
and or provided an inadequate discussion of the specific
consequences for violating the financial management statute.
Provided only one(1) or no specific real life case examples of
health care organizations or health care providers found guilty
of a legal or ethical breaches under the financial management
statute. And/or For each case, provided an inadequate
discussion of the legal and/or ethical breach, and the specific
penalties assessed to the health service organizations and/or

11. individuals found guilty of violating the law or ethics.
Provided inadequate reasoning why they agreed or disagreed
with the results in the case.
Management’s actions/remedial steps to ensure compliance
30 points
Comprehensive discussion of how three (3) specific
management actions or remedial steps, within their control as a
manager, would ensure the financial management in the
specific health care organization specifically met or exceeded
federal or state law.
20 points
Limited discussion of how three (3) or just two (2) specific
management actions or remedial steps, within their control as a
manager, would ensure the financial management in the
specific health care organization specifically met or exceeded
federal or state law.
0 points
Inadequate discussion of how three (3) or less management
actions or remedial steps, within their control as a
manager, would ensure the financial management in the specific
health care organization met or exceeded federal or state law.
Conclusion
10 points
Comprehensive summary of findings
5 points
Limited summary of findings
0 points
Fails to adequately summarize findings
Information literacy
5 points

12. Paper is well written and fully complies with length,
footnoting and referencing requirements
3 points
Paper is confusing in parts and or partially complies with
length, footnoting and/or referencing requirements
0 points
Paper is very confusing overall and/or fails to comply with
length, footnoting requirements and/or referencing
requirements
Spelling, Grammar, and Formatting requirements
5 points
The paper is free of obvious grammatical, typographical errors
and follows all the formatting requirements. The sentence
structure and diction are clear, effective, and diverse. The tone
and style are appropriate for the intended audience
3 points
There are noticeable proofreading and/or grammatical errors [no
more than 3], but the errors do not significantly detract from the
readability of the paper. Follows some of the other formatting
requirements. Sentence structure may be rigid and unvaried. The
tone and style are appropriate for the intended audience
0 points
There are significant proofreading and/or grammatical errors
[more than 3], which detract from the readability of the paper.
Other formatting requirements not followed. There are major
problems in sentence structure or the tone and style are not
appropriate for the intended audience.
Overall Score
Level 3
85 or more

13. Level 2
62 or more
Level 1
0 or more