Allyson Massey
Port Kembla
Overview
20
20
years of professional experience
Work History
Customer Service Officer
Sedgwick Wollongong
08.2022 - Current
- Predominantly phone based service with insurance customers who need information or require updates on their claims
- Customers are usually upset with the delays or the circumstances of their file and require attentive communication and quick follow ups
- I enjoy being of assistance and am very comfortable with trying to diffuse or resolve complaints.
Tenancy Support Worker / Rent Choice Youth Program
Wollongong Emergency Family Housing / Wollongong Homeless Hub
02.2018 - 06.2022
- Adapted quickly to changing work environments while maintaining high levels of productivity and professionalism under pressure.
- Intensive case management of 18 families living in 18 different transitional properties from Woonona to Barrack Heights
- Consistent communication and follow up with people/parents in crisis and at risk of homelessness
- Assessing individual circumstances and seeking support for them.
- Working alongside other support services for the benefit of our clients
- Advocating for clients to ensure better outcomes for them in accommodation, health, legal and educational settings.
- Outreach within the local community to bring our service to those in need
- Identifying the unique needs of young people who are homeless or at risk of homelessness
- Address issues relating to childhood trauma, mental health and addiction
- Supporting young people towards training and or employment to assist them to reach financial independence
- Establishing meaningful relationships with clients through verbal and written communication, follow ups as promised, reaching goals together and building their self confidence and autonomy
- Provided crisis intervention services when necessary, effectively de-escalating challenging situations while maintaining client safety..
Client Service Officer - Access & Demand
Department of Communities and Justice - Housing
02.2017 - 02.2018
- Face to face contact and open communication with people in crisis.
- Assess individuals and families for their current needs and offer support services and strategies to address these
- Administrative tasks to process payment to external accommodation providers
- Liaise and build relationships with local support services for the benefit of our clients
- Prioritise tasks when they constantly compete and ensure accuracy and thoroughness
- Work as part of a large team, towards shared goals of servicing our clients to the highest level.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
Quality Assurance - Sales and Property Management
O'Connor First National Real Estate
09.2013 - 01.2017
Property Manager
O'Connor First National Real Estate
09.2012 - 09.2013
Classroom/Library Teacher
Austinmer Public School
02.2011 - 09.2011
Business Support Officer/Team Leader
Child Support Agency
10.2004 - 01.2011
Education
Property Management Certificate of Registration -
Real Estate Institute of NSW
01.2012
Bachelor of Teaching (Early Childhood) -
Wollongong University
01.2003
Diploma in Children's Services -
Wollongong TAFE
01.2000
Skills
- Strong Consumer Advocacy
- Accurate Documentaion & Record Keeping
- Co-Operative Team Member
- Organised & Goal Driven
- Effective Verbal & Written Communication
Languages
Fluent in Spanish
Timeline
Customer Service Officer
Sedgwick Wollongong
08.2022 - Current
Tenancy Support Worker / Rent Choice Youth Program
Wollongong Emergency Family Housing / Wollongong Homeless Hub
02.2018 - 06.2022
Client Service Officer - Access & Demand
Department of Communities and Justice - Housing
02.2017 - 02.2018
Quality Assurance - Sales and Property Management
O'Connor First National Real Estate
09.2013 - 01.2017
Property Manager
O'Connor First National Real Estate
09.2012 - 09.2013
Classroom/Library Teacher
Austinmer Public School
02.2011 - 09.2011
Business Support Officer/Team Leader
Child Support Agency
10.2004 - 01.2011
Property Management Certificate of Registration -
Real Estate Institute of NSW
Bachelor of Teaching (Early Childhood) -
Wollongong University
Diploma in Children's Services -
Wollongong TAFE
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