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.
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
Traralgon
12-2017
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