Overview
Work History
References
Timeline
Generic

Adam Piasecki

Brisbane,QLD

Overview

12
12
years of professional experience

Work History

Citizenship Officer

Department of Home Affairs
Brisbane, QLD
11.2023 - Current
  • Work within a dynamic team responsible for processing citizenship applications.
  • Scheduling citizenship appointments for applicants.
  • Convert paper applications into digital format.
  • Communicate with applicants throughout the citizenship process and request additional information or documentation as needed.
  • Responsible for overseeing and supervising the citizenship test to ensure that it is conducted fairly and according to the rules and regulations and maintain the integrity and security of the testing process.

Quality Associate

Probe CX
Springfield, QLD
09.2021 - 11.2023
  • Act as Subject matter expert and action any quality and/ or entry issues that are escalated due to their complexity.
  • Assist the Quality Manager, communicate client briefings and training.
  • In line with the Quality Manager, liaise with external stakeholders to meet expectations.
  • Assist with ensuring the complaints management process and procedure obligations to the client are fulfilled.
  • Assist the Team leaders with the coaching/ training of Customer Solutions Specialists in quality errors.
  • Maintain accurate coaching records indicating coaching conducted and errors coached.
  • As requested by the Quality Manager, remotely and side-by-side monitor Customer Solutions Specialist on calls to support, assess and report on adherence to quality requirements.
  • Identify and report opportunities for improvements in Customer Solution Specialist call quality to the Quality Manager and Team leader.
  • Assist with communications to the centre on areas of improvement highlighted through data review.
  • Provide information and recommendations to the QM on quality errors.

Customer Solution Specialist

Probe CX
Springfield, QLD
07.2020 - 09.2021
  • Handling vulnerable clients in line with Client and Company requirements.
  • Be adaptable to change based on daily scheduling and client/ company requirements.
  • Work in line with Probe's culture and adhere to expected standard behaviour.
  • Being open, honest and forthcoming in a way of communicating.
  • Acting with honesty and making decisions that align with Probe's values.
  • Follow legislation and make informed decisions.
  • Problem solving and a passion for supporting people during difficult times.
  • Managing my own workload, working independently and as part of a virtual team and managing competing priorities.

Volunteer Role

St Vincent de Paul
Springfield, QLD
12.2019 - 07.2020
  • Managing stock.
  • Relocation of bulky items (furniture, etc.)
  • Observing safe work practices.
  • Liaise with customers.
  • Quality Control.
  • Cash Handling.
  • Housekeeping.

IT Support Officer

Emmaus College
Jimboomba, QLD
01.2012 - 03.2018
  • Provided prompt and effective solutions to IT issues.
  • Dealt with students, staff and parents with a varying range of issues from virus/malware removal to mass software deployment.
  • Handled supply purchases and inventory management for office operations and equipment maintenance.
  • Mitigated project downtime by effectively managing scheduling and dispatching technicians for on-site repairs.
  • Created and managed electronic customer records, encompassing data entry and administrative functions.

References

Gareth Joseph from Department of Home Affairs - 0435 524 185

Mark Foran from Probe CX -0402 556 890

Timeline

Citizenship Officer

Department of Home Affairs
11.2023 - Current

Quality Associate

Probe CX
09.2021 - 11.2023

Customer Solution Specialist

Probe CX
07.2020 - 09.2021

Volunteer Role

St Vincent de Paul
12.2019 - 07.2020

IT Support Officer

Emmaus College
01.2012 - 03.2018

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Adam Piasecki