Alyson-Jillian Mendoza
Noble Park,VIC
Summary
Focused customer service agent looking for a new challenge in a result driven environment. Experienced in defining and analyzing customer requests to resolve issues accurately and quickly with high first contact resolution rate. Strong computer skills and proven ability to learn new software and processes. A confident and effective communicator who can work successfully as a team member and as an individual contributor.
Overview
12
12
years of professional experience
Work History
National Reassessment Officer
National Disability Insurance Agency
Dandenong , VIC
2021.06 - Current
- Participated in Project Lifeguard; Actioning s48 and s43 requests to clear backlog
- Volunteers for Pulse Management Board relaying Positive Participant Experience, Staff Wellness, Staff Recognitions, Team activities, Team stats and goals, NDIA general news and updates.
- Initiates outbound confirmation and clarification calls to Participants to determine and confirm consent regarding Plan Review Requests from Participants and their Plan Nominees under Section 48 or Section 43
- Confidently adheres and references Legislative timeframes, NDIS Act 2013, Standard Operating Procedures and NDIS Rules and regulations.
- Quickly developed new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in rapidly changing environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered empathetic and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships with internal and external stakeholders.
- Conducts CRM investigations in order to make decisions appropriate toes legislative guidelines
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Created plans and communicated deadlines to complete projects on time
Access Officer
National Disability Insurance Agency
Dandenong , VIC
2019.07 - 2021.06
- Volunteered and accepted in Vulnerable Participant Strategy Project during COVID-19 Lockdown, initiating outbound calls to prompt for possible change in circumstance from Participants in order to process Section 48, Full Plan Reviews for those who require further assistance.
- Voluntary Pulse Management Board Champion held every Monday to relay Positive Participant Experience, Staff Wellness, Staff Recognition, Team goals and statistics, National Delivery News.
- Tailor communication style and language according to Participant and colleague needs.
- Demonstrates ability to meet Key Performance Indicators.
- Maintains confidentiality, security and privacy as per company legislations and Privacy Act.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maximized customer retention by resolving issues quickly.
- Offered advice and assistance to Prospective Participants, paying attention to special needs or wants.
- Responded to Prospective Participant requests regarding services and company information.
- Provided primary customer support to internal and external stakeholders.
- Recommended process procedures to Prospective Participants, thoroughly explaining details regarding Access Application.
- Assisted Prospective Participants with follow-up call appointments and return call requests for Access Assessor Delegates.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Achieved top performance by strategically adapting to rapidly changing, improving environment.
- Fielded Prospective Participants questions regarding Application Procedures, access to information, current legislation and timeframes and upcoming company changes.
- Provided information regarding received Prospective Participant application and profile creation.
- Educated Prospective Participants about Access requirements and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Liaised with management and Access team to better understand customer needs and recommend appropriate solutions.
- Delivered exceptional customer service to every Prospective Participants by leveraging extensive knowledge of Access Procedure and NDIA services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with Prospective Participants and staff.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing Prospective Participant concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from Prospective Participants and External Stakeholders
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Responded quickly to incidents and assessed active situations to ensure Participant safety and well-being during sensitive calls.
- Responded quickly to emergency situations to assess and deflect issues.
Compliance Officer
Department Of Human Services
Cheltenham , VIC
2019.02 - 2019.05
- Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
- Managed practical action plans to respond to audit discoveries and compliance violations.
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
- Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
- Provided guidance, and advice to Centrelink Customers to improve Report Earnings and understanding related laws and regulatory requirements to prevent future overpayment.
- Counselled committees and department heads regarding compliance risks and standards.
- Reviewed contracts for compliance and privacy-related issues.
- Managed quality outbound calls to Centrelink Customers to reduce overdue compliance activities.
Customer Contact Representative
Serco - DHS
Dandenong , VIC
2018.09 - 2019.03
- Provided customer with step-by-step instructions on how to complete Earnings Report for Centrelink.
- Provided customer through MyGov Help Desk with step-by-step instructions on how to access MyGov.
- Verified customer data through phone calls and emails.
- Collaborated with other callers and representatives to complete tasks.
- Made cold calls to Customers regarding Income Management and Earning Report.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding Income Management, MyGov Technical Assistance and Centrelink Reporting Services.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Sales Consultant
Network Classifieds
Pakenham , VIC
2015.06 - 2017.11
- Provided sales and customer service assistance to walk-in traffic
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Responded to telephone and in-person requests for information.
- Followed up with existing customers to provide additional support and address concerns.
- Maximized customer retention by resolving issues quickly.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Completed orders and organized product deliveries to meet customer timetables.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
- Maintained sense of urgency in answering customer questions and requests through email or voice message.
- Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
- Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
- Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.
- Oversaw daily outbound calls to identify services that address primary needs.
Volunteer
Ronald McDonald House
Clayton South , VIC
2015.01 - 2016.01
- House Keeping Duties
- Stock Control
- Maintained clean, neat and operational facilities to serve program needs.
- Assisted with special events or programs.
- Supported engaging, fun and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Greeted visitors and answered questions about program, requirements and opportunities.
- Volunteered with groups and organizations to help make measurable differences for program recipients.
- Coordinated food, clothing and household items for disadvantaged individuals and families.
- Met with other volunteers and program leaders to discuss new service opportunities.
- Supported staff with clerical work and other office tasks.
- Tracked volunteer hours in spreadsheets.
- Provided immediate responses to questions from volunteers.
- Adhered to organization procedures and instructions to maintain safety for program participants and other workers.
- Helped with office tasks, taking messages, scanning documents and answering phone inquiries.
- Supported program leaders with administrative support duties.
- Coordinated work of project dedicated to raise awareness of need, applying strong project and team leadership to enhance success.
Data Administrator
Philippines Consulate
Melbourne , VIC
2012.01 - 2015.01
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered central telephone system and directed calls accordingly.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Kept records in CRM to maintain customer data.
- Confirmed appointments, communicated with clients and updated client records.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone or postal mail.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Supported various administrative duties by proofreading, transcribing and invoicing.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.
- Tested programs and databases to identify issues and make necessary modifications.
Data Clerk
Aglo Systems, Dingley Villiage
Dingley , VIC
2012.01 - 2012.01
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Communicating and Managing Technicians and external stakeholders
- General Office and Adhoc duties.
- Compiled data and reviewed information for accuracy prior to input.
- Sorted documents and maintained organized filing process.
- Organized, sorted and checked input data against original documents.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Verified data files prior to entry to maintain high data accuracy.
- Located and corrected data entry errors and reported to management.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Verified accuracy of data before transcribing.
- Added documents to file records and created new records to support filing needs.
- Maintained ongoing communication with relevant departments to confirm accurate data delivery.
- Obtained scanned records and uploaded into database.
- Documents completed work in appropriate logbooks.
- Received incoming calls and handled data requests from internal stakeholders.
- Gathered data from multiple sources and programs.
Sales Assistant
Newsxpress
Keysborough , VIC
2011.01 - 2012.01
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Collected and authorized payments of guests.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reviewed weekly sales ads and monitored price changes.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
Front of House Team Member
McDonald's Restaurant
Clayton South , VIC
2007.01 - 2008.01
- Established welcoming atmosphere by greeting each guest warmly.
- Assisted servers with delivering food, filling beverages and retrieving items for guests.
- Disinfected frequently touched between guests to minimize infection risks.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Utilized POS system to receive and process food and beverage orders.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Worked flexible schedule and extra shifts to meet business needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Reset tables between guests by restocking low items and wiping down surfaces.
- Checked entryway regularly and handled needs such as window cleaning and trash removal.
- Kept hostess station neat and clean with well-stocked supplies.
Education
Dual Bachelors Degree of Psychological - Science And Counselling
ACAP
Melbourne, VIC03.2029
GED -
Jesuit College, Pathways – Complex Institute of Education
Springvale, VIC10.2016
Vocational Training And Upskill -
Skills For Vocational And Educational Pathways
Complex Institute Of Education (RTO)09.2015
Skills
- Positive Attitude and Energetic
- Knowledge of Company Guidelines, Processes and Services
- Exceptional Attention to Detail
- Time Management skills
- Interpersonal Skills
- Customer Complaint Resolution
- Data Research and Analysis
- Data Entry and Database Software
- Multi-Line Telephone Skills
- Business Operations Understanding
Timeline
National Reassessment Officer
National Disability Insurance Agency
2021.06 - Current
Access Officer
National Disability Insurance Agency
2019.07 - 2021.06
Compliance Officer
Department Of Human Services
2019.02 - 2019.05
Customer Contact Representative
Serco - DHS
2018.09 - 2019.03
Sales Consultant
Network Classifieds
2015.06 - 2017.11
Volunteer
Ronald McDonald House
2015.01 - 2016.01
Data Administrator
Philippines Consulate
2012.01 - 2015.01
Data Clerk
Aglo Systems, Dingley Villiage
2012.01 - 2012.01
Sales Assistant
Newsxpress
2011.01 - 2012.01
Front of House Team Member
McDonald's Restaurant
2007.01 - 2008.01
Dual Bachelors Degree of Psychological - Science And Counselling
ACAP
GED -
Jesuit College, Pathways – Complex Institute of Education
Vocational Training And Upskill -
Skills For Vocational And Educational Pathways
Accomplishments
- Successful advancement to Ongoing APS 5 Position
- Successful Weightloss of 70kg
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