Alisha Clark
Trinity Park,QLD
Summary
Resourceful Service Officer known for high productivity and efficient task completion. Specialise in customer service management, conflict resolution, and operational improvement. Excel in communication, teamwork, and adaptability, ensuring smooth operation in fast-paced environments. Committed to delivering exceptional service and support.
Overview
30
30
years of professional experience
Work History
APS 5 Multicultural Service Officer
Services Australia
Cairns, Australia
10.2021 - Current
- Showing commitment and being empathetic to help migrant and refugee communities connect with our services by representing our services within the set time frames
- Build and maintain strong relationships with both internal and external stakeholders
- Work with multicultural community groups, staff, and other government agencies to deliver services professionally
- Understanding the needs of the Culturally and linguistically diverse people
- Educate Community Third Party Organisations (CTPO's) that enables them to provide ongoing support to keep their customers connected
- Lead Digital discussion / Promote our services and transformation
- Provide support, assistance, and guidance in complex cases to achieve customer outcomes for them to get on with their lives
- Assist our staff to understand effective ways to communicate with CALD people through language services
- Research and communicate Governance policies/obligations and procedures effectively.
APS 5 Face to Face Service Delivery Team Leader
Services Australia
Cairns, Australia
04.2021 - 10.2021
- Mentoring/coaching staff positively to enhance their goal to the best of their ability
- Providing customer uplift experience, support and encouragement that shows resilience, strength, and respect
- Advanced skills and proficiency across multiple systems, demonstrated ability to learn new computer programs quickly whilst serving and processing customer’s claims and transactions
- Managing Front of House Team Leading priorities and record data in multiple systems
- Promote and enhance staff with digital streaming model
- Monitor workload distributions in a timely manner
- Expert interpersonal and communication skills, known for tactful handling of sensitive, confidential issues with both customers and staff
- Ability to resolve customer complaints escalate to Police and Business Disruption line whilst completing CMS on system
- Monitor Staff schedules/Roster.
APS 4 Face to Face Service Delivery Customer Service Officer
Services Australia
Cairns, Australia
04.2021 - 06.2021
- Crossed trained with both Medicare and Centrelink serving customers effectively, promptly, and professionally with empathy
- Advanced skills and proficiency across multiple systems, as such Customer First, Process Direct, Medicare Portal, Medicare CDMS, PaNDA, Excel, PowerPoint
- Medicare Quality checking, providing constructive feedback
- Demonstrated ability to learn new computer programs quickly whilst serving and processing customer’s claims and transactions
- Promote and support customers with digital streaming FOH model as such online and Voice Biometric Services
- Monitor workload distributions in a timely manner
- Promote, coordinate, and facilitate national events/activities to the team as such NAIDOC Week, reconciliation, Rainbow Day etc.
APS 6 Program Support Manager
Services Australia
Darwin, Australia
11.2020 - 04.2021
- Mentoring/coaching staff positively to reach their goal to the best of their ability
- Support and accelerate their development and goals
- Engaging with stakeholders to build a strong relationship to meet business measures and targets
- Providing support that shows resilience, strength, and respect
- Coordinating staff to complete travel and corporate requests
- Facilitate training to enhance team members skills and proficiencies
- Advanced skills and proficiency across multiple systems, demonstrated ability to learn new computer programs quickly whilst serving and processing customer’s claims and transactions
- Record data in Smart Tool and Essentials
- Promote and support staff assisting customers thoroughly with their requests
- Monitor workload distributions in a timely manner
- Expert interpersonal and communication skills, known for tactful handling of sensitive, confidential issues with both customers and staff
- Ability to resolve customer complaints accordingly with empathy and being diplomatic
- Embrace Team Leaders opportunities to enhance their skills.
Services Australia
Centrelink, Medicare, People and Travel Team
Darwin, Australia
01.2019 - 04.2021
- Casuarina / Darwin & TCG Building, Darwin, Northern Territory
APS 6 Face to Face Service Delivery Team Leader
Services Australia
Darwin, Australia
09.2020 - 11.2020
- Familiar with the Front of House model
- Including payment programs as such CF, PD, Medicare Portal, CDMS and PaNDA
- Enhance staff performance and morale recognised in SmartTools
- Consulting with internal and external stakeholders to prevent re-work
- Coordinating COVID-19 policies and procedure in an efficient manner
- Monitor wait times
- Assisting vulnerable and challenging customers, referring to the correct channels
- Reporting customer aggression incidents
- Investigating and problem-solving cases
- Driving digital and Voice Biometrics promotion
- Multiple staff scheduling that includes allocating Learning and Development, completing system data pre-build
- Implementing strategies to reduce staff unplanned leave, such as: Emphasising the importance of the team, organising key events and activities, promoting the health and wellbeing of the team, conducting return to work conversation
- Facilitating daily meetings and PowerPoint presentations via forums
- Communicating clear messages/guidelines and providing staff with positive accolades.
Services Australia
Centrelink & Medicare
Epping / Broadmeadows & Seymour, Australia
01.2016 - 01.2019
- Northern Victoria
Services Australia
Medicare & Centrelink
Palmerston / Casuarina, Australia
01.2013 - 01.2016
- Darwin Northern Territory
Services Australia
Medicare
Burnie, Australia
01.2008 - 01.2013
- Tasmania
Employment Consultant
Business and Employment / Job Network Services
Burnie, Australia
01.2004 - 01.2008
- Work actively one on one with clients to deliver intense and individualised advice
- Seek customer feedback to aim of continuous improvement
- Proactively identifying client’s barriers and address those to the best of my ability to support into further employment opportunity.
Qualified Hairdresser
Streaks Ahead
Burnie, Australia
01.1995 - 01.2005
- My Responsibilities at the salon include all facets of hairdressing, waxing, ear piercing, money handling and telephone customer enquiries
Dental Assistance / Receptionist
The Wright Practice- Dental Surgery
Burnie, Australia
01.2002 - 01.2004
- Greeting and assisting patients
- Equipment sterilisation
- Reception duties – Using a wide variety of computer programs and software to arrange appointments, patient record keeping, communicating effectively with patients and the community, answering phones, patient enquiries, providing and explaining quotation, filing, typing referral letters, liaising with specialist with the state, handling money, provide assistant with private health care holder via using HICAPS, assisting the veteran affairs etc
- Dental Chair-side Assistant – Assist dentist upon request with patients’ needs and chairside at the Private and Public general hospital
- Apply to confidentiality policy
- Answered phones, scheduled appointments, greeted customers and processed payments for services within busy upscale surgery.
Education
-
Skills
- Community Advocacy
- Decision-Making
- Written and verbal communication
- Active Listening
- Community Outreach Programs
- Forward planning
- Effective customer communication
- Deliver Transparency
- Stakeholder Engagement
- Analyse data and reports
- Work Independently under limited supervision
- Organisational and time management skills
- Preparation to meet deadlines
- Promote and educate resources/policies via written or verbally
- Maintaining strong holistic customer relationships
- Implementing creating excel spreadsheets, data and reports
- Operating a variety government systems and programs
- Implementing and facilitating Seminars / PowerPoint Presentations
- Effective Listening, display ethical mannerism mannerism achieving key customer outcomes
- Resilient, innovative, positive, initiative to work part of the team
- Customer aggression de-escalation
- Coordinating internal and external meetings
- Lead and collaborate with team discussions
- Problems solving via following correct procedural guidelines
- Provide and receive constructive feedback positively
- Community Outreach
Affiliations
- Experienced in leading teams as an APS 5 and APS 6 in Zone Northern Australia and Northern Queensland, with roles as a Programme Service Officer and Program Support Manager. Started in 2008 as a Medicare Service Officer, successfully navigating multiple departmental changes. Continuously undertaking training to provide effective, professional service aligned with agency goals. Skilled in adapting to new policies and procedures, with a commitment to exploring opportunities for growth and development.
Timeline
APS 5 Multicultural Service Officer
Services Australia
10.2021 - Current
APS 5 Face to Face Service Delivery Team Leader
Services Australia
04.2021 - 10.2021
APS 4 Face to Face Service Delivery Customer Service Officer
Services Australia
04.2021 - 06.2021
APS 6 Program Support Manager
Services Australia
11.2020 - 04.2021
APS 6 Face to Face Service Delivery Team Leader
Services Australia
09.2020 - 11.2020
Services Australia
Centrelink, Medicare, People and Travel Team
01.2019 - 04.2021
Services Australia
Centrelink & Medicare
01.2016 - 01.2019
Services Australia
Medicare & Centrelink
01.2013 - 01.2016
Services Australia
Medicare
01.2008 - 01.2013
Employment Consultant
Business and Employment / Job Network Services
01.2004 - 01.2008
Dental Assistance / Receptionist
The Wright Practice- Dental Surgery
01.2002 - 01.2004
Qualified Hairdresser
Streaks Ahead
01.1995 - 01.2005
-
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