Amie Jackson
Melbourne
Summary
Adept professional with expertise in registry, regulatory and administrative environments, specialising in customer service and stakeholder relations. Proven ability to collaborate effectively, resolve complex problems and manage high volume workloads with exceptional attention to detail. Eager to apply these skills to the Analyst role within the Licensing Team.
Overview
8
8
years of professional experience
Work History
Prosecution Assistant
Summary Prosecutions, Enforcement Legal Services, ASIC
10.2021 - Current
- Review and allocate referrals and Requests for Assistance
- Assess, prepare and assist in the preparation of summary regulatory prosecutions
- Communicate with insolvency practitioners, witnesses and the general public regarding compliance and criminal actions
- Accurately compile criminal briefs of evidence
- Attend and assist with court proceedings
- Support the Prosecutors and Senior Prosecutor and follow instructions from senior staff
- Accurately record actions and results in CRM and maintain key efficiencies
- Provide exemplary paralegal administrative support for the delivery of compliance and prosecution initiatives
- Confidently induct and mentor new staff on CRM, systems, processes and development of strong communication with a regulated population and general public
- Work cooperatively with internal and external stakeholders
Complaints Liaison / Review Officer
Superannuation Complaints Tribunal, ASIC
11.2019 - 12.2020
- Prepared Tribunal determinations from pre-draft to publication, ensuring quality, accuracy and consistent formatting
- Checked facts, proofread and provided feedback to Tribunal members to draft, sign, follow up and finalise determinations
- Assisted Tribunal members to deliver signed determinations within the 8-week service standard
- Published the Tribunal's finalised determinations on the Tribunal's website and through the Australasian Legal Information Institute (AustLII)
- Maintained the Tribunal's determination archive
- Coordinated post-determination correspondence ensuring timely and relevant responses
- Provided general administrative tasks as required to support Tribunal operations
- Managed multiple team inboxes
- Worked cooperatively with internal and external stakeholders
Customer Service Officer
Customer Contact Centre, Registry, ASIC
11.2017 - 11.2019
- Answered customer enquiries through phone and web channels
- Educated and directed customers to relevant information while adhering to internal procedures and guidelines
- Assisted customers with lodging online, registration and searching the register
- Assessed customer needs and found alternative solutions for those with disabilities or technological disadvantages
- Responded to customer complaints about ASIC and requests for service
- Liaised with the Translating and Interpreting Service (TIS National)
- Referred specific enquiries to other business
- Escalated complaints to supervisors or senior staff when necessary
- Referred to relevant regulatory guides and legislation governed by ASIC to respond to customer queries
- Worked cooperatively with internal and external stakeholders
Education
Victorian Certificate of Education -
Lavalla Catholic College
Traralgon12-2017
Skills
- Customer Service & Administration
- Proven experience in providing exceptional customer service and resolving complex enquiries
- Analytical Skills
- Ability to interpret and analyse information quickly and effectively Experience in researching, analysing and interpreting information and legislation to resolve complex issues
- Communication & Stakeholder Engagement
- Demonstrated high quality written and oral communication skills Experience in successfully engaging with all types of stakeholders
- Problem Solving and Adaptability
- Flexible and adaptable to change with strong problem solving skills Ability to adapt quickly and effectively to new requirements and situations
- Attention to detail
- High attention to detail with proven experience in checking facts and proof reading
Timeline
Prosecution Assistant
Summary Prosecutions, Enforcement Legal Services, ASIC
10.2021 - Current
Complaints Liaison / Review Officer
Superannuation Complaints Tribunal, ASIC
11.2019 - 12.2020
Customer Service Officer
Customer Contact Centre, Registry, ASIC
11.2017 - 11.2019
Victorian Certificate of Education -
Lavalla Catholic College