Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jasleen Kaur

Wollert

Summary

Recognised for my collaboration with management, customers, colleagues & vendors, I bring with me good knowledge of Planning, Quality Control auditing principles, customer service, basic management principles and the confidentiality, security, privacy environment of Australia around personal information of customers to the APS. I am a highly ambitious, results orientated Public & Customer Service operator, with a focused career thus far, covering years of diverse experience. I can deliver successful and consistently accurate work around the minutiae of client compliance, staff records & employment reporting and subsequent stakeholder dealings. A respected communicator and hands-on individual, I possess a positive mindset and a unique ability to build rapport quickly, creating long lasting business and colleague relationships and assisting passionate teams, to increase Australian Public Service Department exposure and profitability.

Overview

20
20
years of professional experience

Work History

APS4 /APS5 PLANNER

NDIA, AUSTRALIA
06.2021 - Current
  • Company Overview: National Disability Insurance Scheme is a government funded program that provides support and services to people with disability and their family and carers.
  • Determining Reasonable and Necessary Criteria for participants funding by following the NDIS Rules and Regulations as per the NDIS Act. ( Streamed Intensive and Super Intensive participants)
  • Reviewing and approving complex and high risk NDIS plans.
  • Ensuring consistency, fairness and alignment with NDIS legislation and guidelines.
  • Analysing and Reviewing Reports, Assessments and documentation provided by Allied Health Specialists.
  • Liasing with the internal ( TAB , HAL , Practice leads, HDD, Fraud, Payments team) and external stakeholders (Partners in the community, Support Coordinators, Multi allied health specialists and NDIS service providers )
  • Collaboration with stakeholders to work on escalated. High profile, complex and / or sensitive customer plans.
  • Ensuring that our participants are supported to pursue their goals to engage in the community and be supported in their home, community and workplace.
  • Providing funding to assist and support participants with their daily living and providing funding to engage with allied health professionals to increase their functional capacity.
  • Handling sensitive information and having sensitive conversations with the participants and their families, while showing utmost respect and care with every contact.
  • Keeping up to date with the changes in the Organisation through Learning Modules, trainings, and by referring Knowledge Articles, Operational Guidelines and Practice Guides.
  • Ensuring that the KPI’s and the timeframes are met, as per the Participant Service Charter and Participant Service Guarantee.
  • Assisting and mentoring of team members to enhance quality and upgrade skills and knowledge and contribute to quality improvement activities to enhance service delivery practice, processes and system.
  • Using platforms such as CRM, PACE, PANDA and LEAP
  • Exercising appropriate delegations in accordance with legislation and guidelines.
  • Providing feedback to staff and internal stakeholders to improve quality, consistency and accuracy of decision making.

CUSTOMER CONTACT OFFICER

SERCO, AUSTRALIA
01.2020 - 05.2021
  • Company Overview: Serco Business supports and delivers essential services for Federal Government Agencies, globally.
  • Administrative and Database management responsibilities including inbound customer correspondence as well as generating outbound correspondence.
  • Taking ownership of customer enquiries and follow through to resolution, skilfully identifying when as escalation is required and following the agreed process.
  • Liaising with other internal and external departments to Serco.
  • Consistent delivery of quality to maximize customer experience.
  • Working effectively and cohesively in a team environment, fostering a positive work culture.
  • Maintaining confidentiality, security, privacy and integrity.
  • Being fully conversant with all relevant policies and procedures.
  • Delivered excellent service to customers | Assessed and processed applications | Met challenging productivity targets.
  • Contributed positively, displayed flexibility by assisting others.
  • Continually updated skills to increase role effectiveness while I closely followed all OH&S policies and procedures.
  • Collected and analysed data to monitor customer service levels
  • Provided advice to customers in relation to their eligibility for access to government entitlements and services.
  • Maintained an excellent understanding of the latest updates and legislation changes | Utilised outstanding conflict resolution skills to deal with challenging clients and liaising with people from diverse sociocultural backgrounds.
  • Responded to, referred and resolved enquiries from the public in an empathetic and timely manner: Provided information on Serco’s services and facilities to customers and other newly hired officers.
  • Resolved general telephone, counter and online enquires from the public and provide written responses within the agreed corporate guidelines: Processed payments received, ensuring they are receipted according to procedures.
  • Supported the administration and delivery of Visitor Services, including the digital products, and Serco programs.
  • Presented our customer facing operations in an organised manner that is always of a professional standard.
  • Provided advice to customers in relation to their eligibility for access to government entitlements and services.
  • Solved customer problems in a fast-paced environment by responding to an average of 40 customer enquiries per day via telephone and in person | Provided all customers with a great customer experience by listening, answering their questions, and setting up appointments when needed.
  • Scheduled customer appointments, when necessary, effectively managed time to improve overall experience.

QUALITY CONTROLLER & CUSTOMER SERVICE OFFICER/MANAGER

SUPERFONE P/L, AUSTRALIA
12.2014 - 03.2021
  • Company Overview: This telecom service provider is a new player in the Australian market. It strives to achieve the best customer satisfaction in terms of products and services | I was managing a team of 4-5 people on a day-to-day basis.
  • Coordinating the multi-disciplinary team dealing with customer complaints and providing customer support. statistical data to support unit operations and customer support.
  • Maintaining a positive, empathetic and professional attitude towards customers at all times, making customer satisfaction a priority | Working closely with Optus, Telstra and Vodafone to ensure compliance requirements.
  • Developed procedures for step-by-step activities | Maintaining inventory of the sim cards and the mobile phones.
  • Designed/managed reporting and analysis of key Quality metrics and client service drivers resulting in optimised performance, overall business growth, and profitability | Collaborated with service, sales and marketing teams in developing quarterly executive operational reviews which featured key accomplishments and go to market plans.
  • Drove service administration productivity and analysis for critical decision making for business optimisation.

QUALITY ASSURANCE & CONTROL OFFICER

FACI ASIA PACIFIC PTE LTD, SINGAPORE
07.2008 - 05.2012
  • Company Overview: Established in 1999, the company specializes in manufacturing derivatives of nontoxic fatty acids as metal stearates, laurates and esters. I was key to assisting in complaints handling, investigations & providing customer support.
  • Developed training manuals and conducted seminars on various analytical and process chemistry. (Staff Training)
  • Established and controlled quality control programs (QC Documentation), Standard operating procedures (SOP) and control strategies to ensure consistency and adherence to standards for raw materials and products.
  • Evaluated process changes and current procedures against Environmental, Safety, Health and Quality and OHS procedures to comply with Faci values and Vision.
  • Participated in customer and 3rd party Audits. Initiated and assisted in the corrective actions to the observations, where applicable | Interpreted data, including statistical data to support unit operations and customer support.
  • Conducted internal and supplier audits: Supported the maintenance and development of Quality management business process in Blending (LIMS) | Maintained and supported Halal, Kosher, ISO 9001:2008 & HACCP Certifications.

QUALITY ENGINEER

MAX SPECIALITY PRODUCTS, INDIA
06.2005 - 07.2007
  • Company Overview: Max Speciality Films Ltd creates flexible polymer films for applications in food, non-food and industrial packaging.
  • Providing customer support and dealing with customer complaints (Making the Customer Investigation Reports and Corrective Action Reports - CAPA ) New product trials at customer end (Existing films with modified raw materials).
  • Active team member in the Six Sigma Implementation Project (Use of various Quality Tools).
  • Modifications in the existing ERP system. (Material flow path, Assessment of rights, Required reports)
  • Developed in-depth knowledge of current production process techniques while investigating new methodologies and research applications to facilitate process improvements including solving unknowns)
  • Implemented cost saving initiatives, achieving cost reduction through value engineering, reduction in breakdown, rework and waste elimination.

Education

Bachelor of Science - Chemical

Punjab Technical University
India
07-2005

Skills

  • Project management
  • Data management
  • Customer focus
  • Community education

Languages

Hindi
Full Professional
Punjabi
Full Professional

Timeline

APS4 /APS5 PLANNER

NDIA, AUSTRALIA
06.2021 - Current

CUSTOMER CONTACT OFFICER

SERCO, AUSTRALIA
01.2020 - 05.2021

QUALITY CONTROLLER & CUSTOMER SERVICE OFFICER/MANAGER

SUPERFONE P/L, AUSTRALIA
12.2014 - 03.2021

QUALITY ASSURANCE & CONTROL OFFICER

FACI ASIA PACIFIC PTE LTD, SINGAPORE
07.2008 - 05.2012

QUALITY ENGINEER

MAX SPECIALITY PRODUCTS, INDIA
06.2005 - 07.2007

Bachelor of Science - Chemical

Punjab Technical University

Similar Profiles

CREATE PROFILE
Jasleen Kaur