Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lucy Clark

Summary

With a recent thirteen year background in administration in government and education I feel that I am equipped with strong problem-solving abilities, integrity, excellent communication skills and a firm grounding in customer service. I enjoy contributing to team success and can also be trusted to work by myself. I have an extremely agile brain and I learn tasks very quickly. My CV may display many different jobs but that is not a sign of a difficult person but a person who has always been keen to tackle new challenges. I am physically fit and will give 100% to anything I do.

Overview

39
39
years of professional experience

Work History

Stock Taker

RGIS
12.2023 - Current
  • Stocktaking on casual contract
  • Clients include Chemist Warehouse, Biscoe's, Warehouse, Rebel Sports, Mecca, MacPac

Senior Administration Officer

AsureQuality
09.2022 - 10.2023
  • NZ Livestock Assurance Programme – sole charge position covering 13 month maternity leave
  • Provided exceptional customer service as the first point of contact for clients, resolving issues promptly and maintaining strong relationships with key stakeholders.
  • Gathered, organized and input information into digital database.
  • Implemented advanced data management systems that improved data accuracy and accessibility while reducing manual workloads.
  • Updated website and wrote a manual for training new Site Auditors
  • Daily liaison with key stakeholders – Meat companies, transport operators, MPI and new NZLTA members
  • Phone support to Field Technicians and Site Auditors
  • Adapted quickly to 9 different software packages to perform key daily tasks
  • Maintained database systems to track and analyze operational data.

OPS Coordinator/Senior Administrator

Ara Institute of Canterbury
10.2017 - 12.2021
  • Day to day administrative running of the New Zealand Broadcasting School
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed
  • Implemented digital filing system, drastically reducing retrieval times and improving document organization.
  • Developed comprehensive training materials for new staff, leading to quicker onboarding and higher initial productivity levels
  • Enhanced team and student communication by implementing weekly and monthly coordination meetings and issuing a monthly student newsletter
  • Gathered and organized materials to support operations.
  • Boosted team morale and productivity by organizing team-building activities and events
  • Coordinated logistics for graduation and leaving events, significantly reducing setup times and eliminating scheduling conflicts
  • Coordinated appointment scheduling, travel and itinerary coordination for guest speakers, tutors and visiting students
  • Managed timelines for successful completion of student selection, ensuring milestones were met and deadlines were adhered to

Customer Service Officer - Call Centre

Ara Institute of Canterbury
07.2016 - 10.2017
  • Answering incoming calls from students, potential students, parents, school career officers and colleagues to provide accurate information for all course enquiries
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Reduced response time by managing high call volumes while maintaining a professional demeanour under pressure.

Passport Officer

Department of Internal Affairs
01.2015 - 07.2016
  • Every facet of Passport production from checking forms, taking fees, data entry, photo scanning
  • Approval and checking of colleague's work
  • Processed applications efficiently using specialized software and tools, reducing the likelihood of errors and improving overall productivity.
  • Assisted in fraud prevention efforts by identifying discrepancies in applications and escalating suspicious cases for further investigation.
  • Developed expertise in various types of passports and travel documents to provide comprehensive assistance to applicants
  • Improved customer satisfaction with timely communication, addressing concerns, and providing accurate information regarding application status.
  • Managed high-volume workloads while maintaining strict deadlines, prioritizing tasks based on urgency and importance
  • Reduced errors in passport issuance by thoroughly verifying applicant information and ensuring proper documentation

Citizenship Officer

Department of Internal Affairs
01.2013 - 01.2015
  • Assessed the eligibility of applicants applying for NZ Citizenship
  • Conducted face to face interviews and English assessments and with caseload of around 70 applicants each month
  • Organised and facilitated small monthly in-house ceremonies during 2011 post earthquake
  • Wrote submissions to the Minister when eligibility was not met
  • Quality checked colleague's files
  • Trusted to use multi-agency access to databases when making assessments
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.

Customer Service Officer

Department of Internal Affairs
06.2008 - 01.2013
  • Frontline face to face customer service dealing with births, deaths, marriages, citizenship and passports
  • Assisted customers to register major life events – births, deaths and marriages
  • Prepared marriage licences and performed marriage and civil union ceremonies in the Registry Office
  • Assisted in the roll out of the RealMe Govt ID pilot program
  • Rostered for passport callout services
  • Trusted to maintain integrity around sensitive identity documents
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Educated customers about billing, payment processing and support policies and procedures.

Travel Consultant - The Palms Branch

Flight Centre NZ
02.2007 - 06.2008
  • Retail travel sales at The Palms Mall branch
  • Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Streamlined booking processes for increased efficiency and reduced client wait times.
  • Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.

Reservations Coordinator

Pacific Horizon Campervans
10.2006 - 02.2007
  • Reservations Agent for rental campervans
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Boosted revenue with upselling additional services such as GPS, accessories, sleep packs, bike racks etc

Healthcare Assistant

Yeovil District Hospital
03.2005 - 07.2006
  • Worked as a Healthcare Assistant on a Gynaecology ward and Abortion Clinic
  • Assisted with patient hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes.
  • Assisted with fertility procedures and cared for women with gynaecological cancers, breast cancer, addictions, infertility issues, psychological disorders and day surgery recovery
  • Performed vital signs monitoring, ensuring timely reporting of any abnormalities to the medical team.
  • Assisted with the preparation of deceased patients prior to their journey to the Morgue
  • Lifted patients using appropriate equipment in accordance with moving and handling policy.
  • Reduced risk of infections by adhering to strict hygiene protocols during all aspects of care delivery.


Travel Consultant

Flight Centre NZ
12.2002 - 11.2004
  • Sold domestic and international travel by phone, email and retail shop
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Organized trips for individual, family and business travellers.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
  • Collected, handled and documented payments for travel services and associated fees.

Girl Friday

Killean House
04.2002 - 11.2002
  • 6-month summer contract in a 5-bedroom BnB with 6 holiday cottages
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.

National Training Coordinator

Flight Centre NZ
06.2000 - 03.2002
  • National Training Coordinator facilitating novice travel consultant training courses in Auckland and Christchurch
  • Maintained accurate records of employee participation in training events, tracking progress towards learning objectives
  • Increased the novice retention rate and commission figures for their individual stores
  • Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
  • Achieved a record $50,000 profit & ‘Directors Award for Excellence' in 2001
  • Provided ongoing coaching and mentoring support for employees seeking professional growth and development
  • Developed engaging instructional materials, including presentations, handouts, and interactive activities

Travel Consultant

Flight Centre NZ
11.1997 - 06.2000
  • Sold domestic and international travel by email, phone and walk in retail shop
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Collected, handled and documented payments for travel services and associated feels.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
  • Handled sensitive information with professionalism and discretion.
  • Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on the latest trends in travel.

Veterinary Nurse

Kohimarama Vet Clinic & Epsom Central Vet
11.1990 - 11.1997
  • Involved with animal surgical and medical nursing in two busy Auckland veterinary clinics
  • Assisted in surgeries by preparing surgical suites, sterilizing equipment, and ensuring anaesthesia administration was safe and effective
  • Maintained accurate medical records for efficient patient care and treatment followup
  • Provided exceptional customer service through professional interactions with clients at the front desk, over the phone, or via email communications
  • Improved patient care by providing compassionate nursing support and assistance during examinations, surgeries, and treatments
  • Educated pet owners on preventive healthcare measures, enhancing overall pet wellness within the practice''s clientele base.

Telecommunications Technician

Telecom NZ
01.1986 - 11.1990
  • 3000-hour apprenticeship in all aspects of phone connection/underground works, business connections, cabling and jointing with Telecom NZ
  • Gained a Trade Certificate - Technician NZQA
  • Installed and repaired network cabling, hardware and software to maximize operational efficiency.
  • Collaborated with other technicians to troubleshoot and resolve technical issues.
  • Provided training to customers to enhance use and understanding of network systems.

Education

Certificate - Business (Accounting Support Services)

Open Polytechnic
01.2025

University Entrance -

Papakura High School
Auckland, NZ

Diploma - Proofreading & Editing

New Zealand Institute of Business Study
01.2022

Certificate - Small Business Ownership

Ara Institute of Canterbury
01.2017

Skills

  • Technology - Microsoft Word, Excel, Office, OneDrive, Microsoft Teams, Outlook, Student management systems, many govt web-based programs/machinery, Vyond, Canva
  • Social Media - Facebook, Instagram, X, Tik Tok, Database management - HubSpot
  • Workflow refinement
  • Customer service
  • Effective problem resolution
  • Prioritization and scheduling
  • Meticulous attention to detail
  • Cross-functional collaboration
  • Verbal and written communication
  • Recordkeeping and file management
  • Work Planning and Prioritization
  • Friendly and accessible
  • Coordinating events
  • Confidentiality compliance measures
  • Calendar management
  • Database management
  • Travel coordination
  • Budget oversight

Timeline

Stock Taker

RGIS
12.2023 - Current

Senior Administration Officer

AsureQuality
09.2022 - 10.2023

OPS Coordinator/Senior Administrator

Ara Institute of Canterbury
10.2017 - 12.2021

Customer Service Officer - Call Centre

Ara Institute of Canterbury
07.2016 - 10.2017

Passport Officer

Department of Internal Affairs
01.2015 - 07.2016

Citizenship Officer

Department of Internal Affairs
01.2013 - 01.2015

Customer Service Officer

Department of Internal Affairs
06.2008 - 01.2013

Travel Consultant - The Palms Branch

Flight Centre NZ
02.2007 - 06.2008

Reservations Coordinator

Pacific Horizon Campervans
10.2006 - 02.2007

Healthcare Assistant

Yeovil District Hospital
03.2005 - 07.2006

Travel Consultant

Flight Centre NZ
12.2002 - 11.2004

Girl Friday

Killean House
04.2002 - 11.2002

National Training Coordinator

Flight Centre NZ
06.2000 - 03.2002

Travel Consultant

Flight Centre NZ
11.1997 - 06.2000

Veterinary Nurse

Kohimarama Vet Clinic & Epsom Central Vet
11.1990 - 11.1997

Telecommunications Technician

Telecom NZ
01.1986 - 11.1990

Diploma - Proofreading & Editing

New Zealand Institute of Business Study

Certificate - Small Business Ownership

Ara Institute of Canterbury

Certificate - Business (Accounting Support Services)

Open Polytechnic

University Entrance -

Papakura High School

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Lucy Clark