Amanda Robilliard

Highly experienced in client engagement, managing KPIs and strong outcomes. Mature professional proficient in Contract negotiation, diary management, scheduling and placement. Working with a wide range of cohorts, internal /external Customer base. I possess exceptional communication skills to build rapport at all levels. Committed to Customer centric ideals and business outcomes. Skilled in Coaching, Employee Engagement, development and growth, enabling and leading staff, organisational focus and commitment. Strong community and social services professional, Solution focused with capacity to use initiative and effectively problem solve. 20 years in employment services high needs caseloads Mental Health, Addiction, Behavioural and diagnosed mental health conditions. Possess Certificate IV in Leadership and Management. Highly Proficient in use of CRM, Pulse, Bridge, ESS Web, Microsoft Word. Working knowledge of SAP, Salesforce, ACMS, lotus notes, Omnia system experience. Strong contributor to a customer centric approach to service delivery. Typing speed 65wpm. Thrive in a team focused environment with a driven attitude to achieve highest quality work. Highly adept at managing complex complaints and queries, conflict resolution. Support the delivery of customer satisfaction initiatives through identification of trends and the cause of non-compliance and customer complaints, recommend improvements to align with organisational guidelines and outcomes. Contribute to the design and delivery of appropriate training programs and resources to uplift staff capability. Build the knowledge and skills required to provide quality service and ensure desired outcome are achieved. Report via daily collation of stats and report to regional management improve service delivery and meet business objectives and outcomes – Internal and external stakeholders. Identify opportunities to enhance the effectiveness of processes and contribute to the development of growth activities to ensure delivery and meet business expectation. Ability to work independently within a sensitive customer service environment, with adherence to tight deadlines and confidentiality. Excellent interpersonal communication and negotiation skills, both written and verbal. High level understanding in Complaints Handling by being fair, reasonable, and appropriate in outcomes. Able to remain calm and understanding when dealing with diverse contingencies. Confident and extremely professional telephone manner. Available for Travel and shift work as may be required.

• Fiona Hamerston, 0408 558 741, Director Marketing and Communication GOTAFE
• Hannah Mark, 03 5831 5880, Recruitment Consultant Monarch Personnel
• Casey Caslick, 0411 095 461, Team Lead – Allianz Charlestown