Arminder Kaur Dhillon (Amie)

⦁ My responsibilities are identify, investigate and resolve moderately-complex to complex travel document eligibility and related issues.
⦁ Strong customer service skills whilst displaying empathy and emotional intelligence.
⦁ Travel document processing including decision-making and recommendations on the eligibility of applicants for an Australian Travel Document by providing appropriate determinations.
⦁ Ability to problem solve using sound judgement and risk.
⦁ Facilitate the coordination of workflow, workload and resource allocation priorities as they relate to the eligibility of travel document tasks as well as provide assistance with face-to-face interviews of clients to enable travel and legalisation documents issuance.
⦁ Experience or requirements has the ability to assess applications and process documentation. Demonstrates high attention to detail. Can manage multiple tasks simultaneously to meet deadlines.
⦁ Ability to effectively use business applications, tools and new technology to streamline internal processes and service delivery to the Australian Public.
⦁ Excellent customer service and interpersonal skills. Can work autonomously and within a team. Takes on a proactive and collaborative approach to problem solving.

⦁ Provide a courteous, prompt, efficient and professional service when working on the front counter (e.g., passport application interviews , passport enquiries, passport collections, and document legal's action services ), concierge, administrative e support, and telephone enquiries.
⦁ Communicate effectively (orally and in writing) with members of the public, colleagues , and management.
⦁ Undertake Quality Assurance checks of travel documents prior to, and post, print of travel documents.
⦁ Ability to work under pressure, apply both a sense of urgency and the highest level of discretion and confidentiality.
⦁ Undertake processing tasks and operate travel document printer and laminate machines
⦁ To produce Australian travel documents, including basic routine maintenance of passport printers.
⦁ High speed and accurate data entry , document preparation, scanning.
⦁ Image enhancement, document/photo exceptions re-work.
⦁ Working independently , organise own workload, allocate own resources , and complete tasks in a timely manner to meet established key performance indicators.
⦁ Work as part of a team to deliver outcomes , displaying flexibility to meet operational requirements.

⦁ Adhered to company policies and scripts to consistently achieve call-time and quality standards.
⦁ Responded to customer calls and emails to answer questions about products and services.
⦁ Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
⦁ Placed outbound customer service or customers satisfaction calls to follow up on issues.
⦁ Attended telephone skills and program information training sessions to boost aptitude.
⦁ Handle all inbound calls from current and prospective clients, providing them an exceptional level of customer service.
⦁ Handle all emails, secure messages and other written correspondence received by the Call Centre
⦁ Deliver professional and quality service to Rabobank Australia New Zealand clients and staff.
⦁ Ensure all documentation and written correspondence is of a high standard
⦁ Manage complaints and incidents according to relevant policy and procedures
⦁ Ensure all customers are treated fairly

⦁ Resolved customer complaints quickly and professionally to restore customer confidence .

⦁ Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
⦁ Provided feedback on product or service improvements to better meet customer needs and expectations.
⦁ Investigated and resolved customer inquiries and complaints quickly.
⦁ Delivered prompt service to prioritize customer needs.
⦁ Met customer call guidelines for service levels, handle time and productivity .
⦁ Answering general inquires , check status of claims
⦁ Updating address and amending customer records and Processing income and assets.
⦁ Process of child care subsidy claims
⦁ Determining customer eligibility for urgent payments
⦁ Explaining debts and lodging appeals for customer
⦁ Help them in submitting new Family or income support claims