Areta Whaanga
Park Ridge,Australia
Summary
Dynamic professional with a proven track record at Logan City Council, adept in managing high-volume property transactions and complex customer inquiries. Excelled in roles requiring exceptional telephone etiquette and a compassionate approach, as evidenced by surpassing KPIs by 80%. Skilled in leveraging technology to enhance service delivery and streamline processes.
Overview
7
7
years of professional experience
Work History
Revenue and Property Officer
Logan City Council
Woodridge, QLD
06.2024 - Current
- Handling the processing of property transfers received from Queensland Titles for properties purchased within the City of Logan, with a daily volume of approximately 60 - 160.
- Managing escalated and complex inquiries related to rates through phone communication.
- Administering refund processing in accordance with Council procedures and legislation, ensuring all required evidence is provided and processing transaction journals on rates accounts for the approvals team for subsequent action by the banking department.
- Investigating and addressing sewerage reports received from our sewerage waste team to ensure all properties are assigned the correct rate types based on their land structure.
- Processing direct debit transactions daily ahead of extraction dates and sending confirmation details via email or post.
- Handling category objection applications from ratepayers who believe they are being rated incorrectly. This process involves gathering necessary evidence and investigating the validity of the claims in accordance with legislation and council procedures.
- Processing of pension applications submitted by ratepayers.
- Processing of fee waivers and discount reinstatements in accordance with Council procedures and guidelines.
- Processing authority to act applications, which allow a ratepayer to designate another individual to act on their behalf.
- Addressing a variety of general inquiries, including financial position letters, explanations of rates notices, issues with the online portal, queries about adjoining fences, and much more.
- Leading team meetings and recording minutes
- Utilizing a variety of systems, including Microsoft Teams, Excel, Pathway, Tech1, Outlook, UX, Queensland Titles Online Database, Centrelink Online Checks, Logan City Council Online Portal, Bing Mailroom, Document Management (DM), and Chandler.
Customer Service Representative
QLD State Government - Smart Service Australia
Upper Mt Gravatt, Australia
01.2024 - 06.2024
- Contract Via Temp Agency - Community Recovery Grants, SES calls and Births, Deaths and Marriage, to assist with Cyclone Jasper
- Making outbound phone calls to validate Identification to process grant applications for hardship assistance due to natural disaster
- Answering inbound enquirie to advise grants that customers maybe eligible for and/or assisting customers to apply for grants over the phone
- Provide information in relation to preparing for a natural disasters
- Process applications for registrations & copies of certificates for births, Deaths & marriages including civil partnerships
- Systems: Workspace, Workspace Cloud, PAPI, Office 365, LEEP and CR Assist
Claims Management Officer
RACQ
, Australia
11.2023 - 01.2024
- Contract via Temp Agency
- Prepare, establish and manage insurance claims
- Liaise with all internal and external stakeholders via phone and email
- Investigate insurance claims and collate necessary evidence and paperwork
- Positively add to the morale and team culture
- Adhere to company policies, procedures and OHS regulations
- Systems: Genesys, Workspace, Office 365, Claim Centre and Connect
Customer Service Officer
City of South Perth
South Perth, Australia
03.2023 - 11.2023
- Managed, monitored and responded to Customer enquiries, via phone, email, face to face and online
- Adhered to the Customer Service Charter
- Answered 80% of enquiries at first point of contact
- Exceeded KPI's including average call handling time, hold time and prioritisation of customer request
- Welcome patrons to the front desk and engaged in friendly conversation whilst assisting with enquiry and check in process
- Emailing ratepayers invoice information and other general information providing links, and other resources
- Efficient and smooth escalation of complaints
- Receipting payments and processing required applications
- End of day banking reconciliation and petty cash
- Checking in visitors, greeting Elected Members and Mayor
- Systems: IntraMaps, 1System (1Council), ECR, TouchPoint, Authority, ECM and Microsoft 365
Customer Delivery Officer - Library
Waikato District Council
, New Zealand
01.2018 - 03.2023
- Experience in providing customer service and assisting library patrons with their informational needs
- Knowledge of library systems and databases, including cataloging
- Ability to assist with collection maintenance and reshelving books
- Providing basic troubleshooting and technical support for library equipment, such as computers and printers
- Creating and Facilitating in house Library Programs (Story and Craft Time)
- Cataloging and shelving books and other resources
Customer Service Delivery Officer - Civic Administration
Waikato District Council
, New Zealand
01.2018 - 03.2023
- Work collaboratively with management and team members to maximise productivity in a fast paced contact centre environment
- Delivered administration support to internal and external stakeholders - processing applications, taking meeting minutes, making copies, printing, and filing documents according to Acts and processes
- Use available resources to answer all enquiries for over 200 services provided by the City
- Prioritize requests, to alleviate further danger - fallen trees, dog attacks
- Systems: ECR, P&R, ECM, Knowledge Tree, IntraMaps, TouchPoint, Request It, Facebook, Webchat, Microsoft Office
Education
Events and Merchandise Coordinator -
Kwinana Titans Rugby League Club
01.2023
Manager of Under 11's -
Kwinana Titans Rugby League Club
01.2023
Skills
- Telephone Courtesy
- Etiquette
- Cert III in Aged Care and Disability Services
References
- Vivienne Blight, Customer Service Coordinator, City of South Perth, 0473 550 755, enquiries@southperth.wa.gov.au
- Mel Tarawhiti, Facilities Services Manager, Waikato District Council, +64274 712453, info@waidc.govt.nz
- Mawada Daldoom, Team Leader/Quality Advisor - 0478 761 036
Timeline
Revenue and Property Officer
Logan City Council
06.2024 - Current
Customer Service Representative
QLD State Government - Smart Service Australia
01.2024 - 06.2024
Claims Management Officer
RACQ
11.2023 - 01.2024
Customer Service Officer
City of South Perth
03.2023 - 11.2023
Customer Delivery Officer - Library
Waikato District Council
01.2018 - 03.2023
Customer Service Delivery Officer - Civic Administration
Waikato District Council
01.2018 - 03.2023
Events and Merchandise Coordinator -
Kwinana Titans Rugby League Club
Manager of Under 11's -
Kwinana Titans Rugby League Club
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