Andrea Buchanan
Townsville,QLD
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
28
28
years of professional experience
Work History
Service Officer
Services Australia - Centrelink
Townsville, QLD
11.2023 - Current
- Participated in daily stand up meetings with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with inquiries.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with navigating the Agency's website to locate desired information.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained high levels of professionalism while interacting with customers via phone.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Resolved customer inquiries, questions and concerns to consistently offer quality service.
- Referred unresolved customer grievances to designated departments for further investigation.
Escalated Correspondence Officer
Services Australia - Centrelink
Townsville, QLD
12.2019 - 10.2023
- Ministerial briefs
- Freedom of Information Requests
- Ombudsman Responses
- Media responses
- Administrative Appeal Tribunal responses
- Customer complaint actions
- Customer chronology compensation request
- Provided customer service and support to clients, responding to inquiries in a timely manner.
- Assisted with the development of policies and procedures related to customer service.
- Resolved customer complaints promptly and efficiently.
- Maintained accurate records of customer interactions and transactions.
- Generated reports on customer satisfaction levels and feedback.
- Collaborated with other departments to ensure prompt resolution of client requests.
Compliance Officer
Services Australia - Centrelink
Townsville, Queensland
10.2001 - 11.2019
- Completed compliance reviews on customers who were identified as at risk to the agency.
- Maintained up-to-date knowledge of operational manuals.
- Changed duties regularly in line with the government of the day to implement reviews and education to customers to prevent further fraud.
- Provided training and quality checking for new staff.
- Maintained high quality standards whilst achieving the Agency's KPI's.
- Pivoted regularly to different roles to undertake the Agency's response to natural disasters.
- Participated in monthly one to ones, regular learning and development sessions and daily stand up meetings.
Bank Teller
Queensland Teachers Credit Union
Townsville, QLD
04.1996 - 01.2000
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Maintained confidentiality of bank records, transactions and customer information.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Performed cash handling duties including counting currency, coins and checks.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Followed strict compliance guidelines when completing financial transactions for customers.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Responded and assisted customers with account inquiries and updates.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Education
High School Diploma -
Kirwan State High School
Townsville 11-1995
Skills
- Compliance Procedures
- Proofreading abilities
- Document Management
- Customer inquiries
- Confidentiality
- Information Processing
- Prioritization
- Verbal Communication
- Collaboration
- Data Analysis
- Written Communication
- Decision-Making
- Data Entry
- Attention to Detail
- Adaptability
- Time Management
Timeline
Service Officer
Services Australia - Centrelink
11.2023 - Current
Escalated Correspondence Officer
Services Australia - Centrelink
12.2019 - 10.2023
Compliance Officer
Services Australia - Centrelink
10.2001 - 11.2019
Bank Teller
Queensland Teachers Credit Union
04.1996 - 01.2000
High School Diploma -
Kirwan State High School
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