ANTHONY CHOTO
Compliance Officer
Canberra,ACT
Summary
I have recently completed my Bachelor's Degree in Human Resource Management. I am committed to always looking to improve my interaction and communication skills all the while adapting to the environment depending on its circumstances. I have strong interpersonal skills as well as problem-solving skills, time management skills, and am highly capable of working independently. I am an interactive and flexible person and am driven with strong work ethics and an effective team player. Proven history of excellent customer service and conflict resolution skills. Dedicated to accuracy and streamlining systems for efficient work.
Overview
2
2
Languages
6
6
Certifications
8
8
years of post-secondary education
6
6
years of professional experience
Work History
Compliance Officer (Debt and Payment Integrity)
Services Australia
Canberra, ACT
01.2021 - Current
- Analyse customers data to assess customer entitlements and requirements
- Assess and examine documents from customers, third parties and other sources to assist with making decisions based on legislative parameters
- Complete moderately complex assessments to ensure payments are accurately delivered to customers
- Conduct telephone and/or face-to-face interviews to verify information and data
- Identify opportunities for business and process improvement
Liaise with stakeholders to resolve moderately complex issues and escalate where required - Provide advice and education to customers, stakeholders and colleagues on straight forward regulatory and compliance matters
- Provide advice and recommendations when performing quality on line checks
- Raise debts and negotiate suitable recovery arrangements for customers and organizations including processing compensation settlements
- Refer information and more complex cases to relevant teams
- Research and examine evidence from customers and third parties for the purpose of assessing health and welfare payments
- Undertake basic quality control functions to ensure appropriate procedures are being followed
- Update customer records based on information provided by customers at interviews or information from third parties
- Exercise delegations in accordance with legislation and guidelines.
Service Officer
Services Australia
Canberra, ACT
04.2020 - 01.2021
- Assist customers to access, navigate or interpret services across a range of payments, programs and services.
- Actively demonstrate, promote and refer customers to the department’s self-managed digital services.
- Assess customer needs, requirements, entitlements and obligations.
- Provide customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritizing customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership team.
- Work with service officers to ensure the correct provision of services, payments and information.
- Communicate in an effective way and build relationships and engage with diverse groups of people.
- Work in and adapt to a changing environment.
- Analyze and evaluate customer needs and tailor services to customers.
- Research and make sound decisions using appropriate judgement.
- Collaborate with other staff in immediate work area and in other areas of the Agency.
- Demonstrate relevant computer literacy skills.
- Coordinated solutions for customer inquiries per day while meeting and exceeding performance quotas.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Event Supervisor
National Gallery of Australia (The Big Group)
Canberra, ACT
09.2016 - 04.2020
- My role was to deliver exceptional service with my team to do the best of our abilities to our clients.
- Lead in running high level events as a FOH supervisor exposure to different types of events which require accurate detail and prioritization.
- Collaborate and engage with clients in terms of the event.
- Engaged collaboratively with team members to understand specific goals for the day.
- Undertaking events without supervision by keeping to the provided schedule and taking initiative when required professionally.
- Stock taking and inventory management.
- Supervise Team management.
- Provide training and support for new recruits/ junior staff.
- Completed role as the acting manager on duty.
- Frequent use of computer, use of Microsoft Office package and basic understanding of database principles.
- Worked in a fast-paced bar and learnt how to make cocktails.
- Implementing my RSA regulations by not serving alcohol to intoxicated patrons.
- Coordinated schedules and timelines for all events.
- Coordinated florists, photographers, videographers, musicians, officiants and ceremony participants during rehearsals and pre-ceremony, ceremony and reception events.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events.
- Carried out complete opening, closing and shift change duties to keep event space working efficiently and teams ready to meet customer needs.
- Stayed up-to-date on menu changes to offer current and accurate information and help customers select optimal meal choices based on individual preferences.
- Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and effective service to patrons.
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff and waiting on tables.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
Waiter, Bartender
Morks Thai Restaurant
Canberra, ACT
09.2015 - 09.2017
- Learnt a great deal about the different type of white and red wines.
- FOH duties including serving alcohol and food.
- Stayed up-to-date on menu changes to offer current and accurate information and help customers select optimal meal choices based on individual preferences.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
Education
Bachelor's - Business of Business (Human Resource Management)
University Of Canberra
Canberra 02.2016 - 11.2020
Completed Year 12 Certificate -
Narrabundah College
Canberra 01.2014 - 01.2015
Completed Year 10 Certificate GCSE O’LEVEL -
Falcon College
Bulawayo, Zimbabwe 01.2011 - 01.2013
Skills
Mac iWork suiteundefined
Certification
1st Place at ACT 2014 Secondary T&F Championships for Triple
Timeline
Compliance Officer (Debt and Payment Integrity)
Services Australia
01.2021 - Current
Service Officer
Services Australia
04.2020 - 01.2021
Event Supervisor
National Gallery of Australia (The Big Group)
09.2016 - 04.2020
Bachelor's - Business of Business (Human Resource Management)
University Of Canberra
02.2016 - 11.2020
Waiter, Bartender
Morks Thai Restaurant
09.2015 - 09.2017
Completed Year 12 Certificate -
Narrabundah College
01.2014 - 01.2015
Completed Year 10 Certificate GCSE O’LEVEL -
Falcon College
01.2011 - 01.2013
Food Safety Certificate
Accreditation Sports Trainer & First Aider
Accredited Foundation Coach Certificate
RSA Certificate
Represented ACT at the Junior National Championships 2015 in Sydney
1st Place at ACT 2014 Secondary T&F Championships for Triple
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