Emma Danielsen
Cardiff,United Kingdom
Summary
Detail-oriented and adaptable administrative professional with experience across government, healthcare, and private sectors. Skilled in client services, data accuracy, and process improvement, with a proven track record of managing high-volume workloads while maintaining strong attention to detail. Adept at building rapport with internal and external stakeholders, resolving issues efficiently, and delivering high-quality support in fast-paced environments. Known for strong communication skills and a commitment to streamlining operations to meet organisational goals.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work history
APS3 Administration Officer
The Fair Work Commission
Melbourne, Australia
2023.09 - 2024.08
- Delivered high-quality frontline support within the Client Services Team, contributing to the achievement of branch objectives through both independent and collaborative work.
- Cultivated and sustained productive relationships with internal and external clients, delivering precise advice, applying sound judgment, and addressing issues within defined parameters.
- Processed case applications efficiently using the Commission's CRM system (Case HQ), adhering to established protocols and ensuring data integrity.
- Drafted and formatted routine legal documents, notices, and decisions, supporting commissioners and senior staff in the preparation of hearings.
- Provided administrative support by managing correspondence, filing case records, and ensuring compliance with FWC policies and procedures.
- Joined specialist sexual harassment and bullying case team to resolve critical application backlog, facilitating case managers in achieving 100% compliance with same-day client contact KPIs after persistent performance challenges.
- Delivered comprehensive training to new team members on application processing procedures.
Ensured accurate data entry protocols and system proficiency within Commission's CRM platform.
Data Entry Officer
Plan Partners, NDIS
Melbourne, Australia
2022.11 - 2023.08
- Processed over 400 invoices daily with a focus on accuracy and speed, ensuring timely client reimbursements.
- Investigated and resolved discrepancies, proactively recovering missing information for incomplete records.
- Designed and implemented streamlined data entry procedures, increasing team-wide efficiency and accuracy.
- Categorised and prioritised invoices with missing information, significantly reducing client wait times.
- Maintained 100% compliance with NDIS privacy regulations and data protection protocols, ensuring secure handling of sensitive participant information and adherence to legislative requirements.
- Identified and escalated billing anomalies and claim discrepancies through systematic quality assurance checks, preventing potential funding violations and protecting organizational compliance.
Account Manager and Outbound Call Associate
Deliveroo Australia
Melbourne
2022.02 - 2022.11
- Managed account support and project execution for 5,000+ restaurant partners, improving service offerings via menu optimisation, marketing strategies, and photography initiatives.
- Coordinated end-to-end logistics for restaurant photoshoots in partnership with external agencies.
- Tracked project milestones using Google Sheets, consistently meeting weekly KPIs across 80-100 active accounts.
- Collaborated with the Business Operations and Strategy team to deliver responsive support and seamless client experiences.
- Reviewed and categorised restaurant contracts to ensure accurate commission rate classification.
Clerical Officer
Central Referral Service, Department of Health, Western Australia
Perth
2021.11 - 2022.01
- Utilised SharePoint to coordinate and manage incoming hospital referrals within the WA public health system.
- Accessed and updated patient records using WebPas, verifying demographic data to ensure accuracy.
- Conducted outbound calls to patients to confirm personal details, including address and next of kin.
- Responded to queries from patients and GPs regarding referral status, processes, and expected wait times.
- Reviewed and entered referral documentation into central databases with a high level of accuracy.
Education
Bachelor of Science - Mathematics
Cardiff University
Cardiff 2016.09 - 2019.07
A Levels - Mathematics, French, History, Spanish (AS) & Welsh Baccalaureate
Bryn Hafren Comprehensive School
Barry 2014.09 - 2016.07
Skills
- Data Entry & Records Management
- Case & Referral Processing
- Frontline Support
- Relationship Management
- Customer Service & Issue Resolution
- KPI Monitoring & Reporting
- High Volume Invoice Processing
- Time Management
- Problem Solving & Critical Thinking
- Strong Attention to Detail
- Adaptability & Initiative
- Complex Case Management
- Training & Knowledge Transfer
- Multi-System Database Management
References
Available upon request.
Timeline
APS3 Administration Officer
The Fair Work Commission
2023.09 - 2024.08
Data Entry Officer
Plan Partners, NDIS
2022.11 - 2023.08
Account Manager and Outbound Call Associate
Deliveroo Australia
2022.02 - 2022.11
Clerical Officer
Central Referral Service, Department of Health, Western Australia
2021.11 - 2022.01
Bachelor of Science - Mathematics
Cardiff University
2016.09 - 2019.07
A Levels - Mathematics, French, History, Spanish (AS) & Welsh Baccalaureate
Bryn Hafren Comprehensive School
2014.09 - 2016.07