•	Streamlined/created reports and process based on both employee and customer feedback
•	Assisted with training new inductees
•	Built relationships with account managers/agents to ensure VIP customers are catered to
•	Handle customer escalations 
•	Allocate applications and cases based on priority scoring and queue levels


Direct Connect

Workflow Coordinator

Customer service

Escalation Resolution

Training

Salesforce

Fulltime - Workflow Coordinator

•	Built relationships with all consultants across Australia and New Zealand to facilitate better end of month results
•	Assisted with data migration when new billing system was implemented
•	Created reports for accounts, sales and marketing teams 
•	Audited all permanent placements to ensure financial and legal compliance
•	Coordinated team and office events

Robert Walters

Revenue Assurance Administrator

•	Assisted with ERP system change over
•	Double entered complex custom orders into both systems during the change over
•	Liaised across departments to give quick customer service responses
•	Manipulated pricing sheets in excel to prepare for large data migration


Glassworks Aust

Customer Service Officer

I moved to Melbourne five years ago with adventure on my mind. While taking the opportunity to explore this amazing country, I had the chance to work in several different industries. From healthcare to manufacturing and utilities to recruitment, I’ve been exposed to a wide variety of systems and business processes. In each industry I looked for ways to innovate and create solutions.

In my role as a Project Assistant at AAM Geospatial Tech, I was looking to streamline the billing system and through my research realised I needed better tools to create a solution. This led me to take the UX Transform course at Academy Xi.

User Experience Design

Hayden Peters

•	Implemented new OCR software to automate tasks during billing periods
•	Planned and implemented change to digital dockets for onsite projects
•	Created and presided over the Social Committee
•	Created a new process for managing the fleet for all Australian locations
•	Streamlined the invoicing process for the Melbourne Survey Office
•	Provided administrative support to all departments


AAM Group

Project Assistant

•	Registered new patients in proprietary hospital software
•	Directed calls for patients, nurses, and doctors
•	Researched patients’ medical histories at the request of doctors
•	Organised transportation for patients
•	Organised general maintenance and administrative duties


Fotima Luedtke / Fulltime - Workflow Coordinator

Workflow Coordinator

Direct Connect

Progress

Skills