Professional Experience and Skills in Customer Service & Administration CUS301

Experienced and reliable customer service officer with extensive experience helping in a busy environment. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven listening attentively, solving problems quickly and efficiently, and creating high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.

Employment History

Services Australia: Service OfficerMarch 2022 Current

Responding to inquiries about Government Emergency services over the phone.

Develop sound policy knowledge for Services Australia Emergency Payments.

Provide technical support to customers to assist them in utilizing Government services (myGov) online.

provide information, assistance, and support to customers through the correct and relevant legislation.

Handle inquiries, issues, and complaints escalating integrity concerns where necessary.

Maintaining strong written and verbal skills.

prioritizing workloads when required.

Processing and managing claims utilizing operational procedures and having sound knowledge of departmental systems (Customer First, Process Direct, and Customer Record)

Conduct investigations for further information required for processing claims.

Maintaining a high quality of work to ensure customers are not disadvantaged by researching and analyzing policy daily.

Coles Express: Customer Service RepresentativeNov2010 Current

Working as a member of a team to deliver high levels of customer service by applying Coles Express values.

Effective cash handling while serving customers.

Products restocking and managing deliveries.

Maintaining the sites safety, cleanliness, and hygiene standards.

Upselling the right products to the right customers at right time to meet the shop sales targets and achieve the goals.

Resoling customers issues or escalate to the manager.

Active team player and taking responsibility for the site in the manager's absence.

NDIS Service Provider: Office admin assistantMay 2019 Mar 2022

Prepared participants service agreements, care plans, and risk assessment forms and updated the shift care app's relevant information.

Assisted in recruiting support workers, such as organizing interviews, gathering relevant documents, and keeping their files ready for audit purposes.

Inbound and outbound calls from support coordinators, participants, and support workers to organize any shifts or to resolve any inquiries.

Followed up with support workers before expiring any compliance documents such as NDIS Screening check, first aid, police check covid vaccine certificate, etc.

Managed office duties such as ordering materials, organizing workspaces, answering emails, and making phone calls.

Obtained scanned records and uploaded them to the system.

Key Skills

Experience professionals who can work in administration and customer service environments are almost in any situation and adhere to organizational policies and procedures.

Examined evidence and determined the credibility and integrity of purported claims.

Communicate in an effective way

Made quality decisions effectively.

Research and make sound decisions using appropriate judgment.

Analyze and evaluate customer needs, requesting support as appropriate.

Understand and connect the ions with the community, government, and other services.

Can prioritize workload and multi-task.

Collaborate with other staff in the immediate work area, across a virtual team, and with other areas of the department

Work in and adapt to a changing environment.

I can work to specific deadlines and deal with complex queries.

Strong verbal and written communication.

Proficient with MS Office, Excel, and PowerPoint.

Education and Qualifications

Institute:Professional Pathways AustraliaOct 2010 Oct 2011 City/Country:Melbourne/ Australia

Qualification:Professional Year in IT

Units:Written and oral communications skills, presentation skills,

Facilitation, business writing; including emails, letters, reports, and proposals.

Institute:MIT Campus, University of BallaratNov 2008 Jul 2010 City/Country:Melbourne/ Australia

Qualification:Master of Information Systems

Units:IT Project Management, Business Information Systems, E-commerce

Institute: City/Country: Qualification: Saurashtra University Junagadh/ India Bachelor of Education Jun 2005 May 2007

Institute:

City/Country: Qualification: Saurashtra University Rajkot/ India

Bachelor of Arts Jun 2000 May 2003

References

Available upon request.