Anna-lee Von Mengersen
Mungay Creek,NSW
Summary
Dedicated customer service professional with over 25 years of experience in conflict resolution and customer support. Skilled in delivering accurate information, and ensuring positive outcomes, committed to maintaining high service standards, and team collaboration while adhering to policies and procedures.
Overview
28
28
years of professional experience
Work History
APS 4 Customer Service Officer
Services Australia
Kempsey, NSW
01.2019 - Current
- Serve customer needs efficiently, using policies and procedures in line with the Social Security Act and guidelines.
- Assist customers by providing accurate information regarding eligibility and entitlements, while meeting our service standards, with good customer satisfaction, timely service, good outcomes, and an effective communication style.
- Resolve customer complaints through effective communication and problem-solving.
- Collaborate with team members to have a team approach to service delivery processes.
- Train new staff on customer service procedures and system use.
- Maintain up-to-date knowledge of policies and procedures.
- Answer customer inquiries via telephone, email, and face-to-face contact.
- A senior staff member deals with escalated customer complaints and disputes in a professional manner when needed for the team.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Contact customers about potential service updates, new services, and account changes.
- Fire warden for the office.
- Senior data quality expert undertaking quality for both programs in our office, being the only staff member who can do this.
- Adhere to the APS Code of Conduct.
- Follow privacy laws and principles.
- Stationary and supplies ordering.
- Archiving and records management.
Various roles within Government
Services Australia(other names include Medicare Australia and Dept Of Human Services, Health Insura)
Kempsey/Port Macquarie/Macksville, NSW
09.1997 - 01.2019
- Managed inventory and supplies to ensure materials were available when needed.
- Provided support and guidance to colleagues to maintain a productive work environment.
- Maintained updated knowledge through continuing education and advanced training due to the organisation constantly changing.
- I approached customers and engaged in conversation through the use of effective interpersonal and people skills by changing my communication style to suit the customers' needs.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Data entry and accurate record-keeping.
- Adhere to privacy principles.
Education
Cert IV - Business Admin And Financial Book-keeping
TAFE NSW
NSW10-1997
HSC -
Melville High School
Kempsey11-1996
Skills
- Complaints and Conflict resolution
- Data entry
- Communication strategies
- Positive and professional
- Decision-making
- Key stakeholder relationships
- Complaint handling
- Customer support
- Quality assurance
- Customer focused
- Problem solving
Accomplishments
Top 10 for Voice Biometrics in Zone Northern NSW
Timeline
APS 4 Customer Service Officer
Services Australia
01.2019 - Current
Various roles within Government
Services Australia(other names include Medicare Australia and Dept Of Human Services, Health Insura)
09.1997 - 01.2019
Cert IV - Business Admin And Financial Book-keeping
TAFE NSW
HSC -
Melville High School