Summary
Overview
Work History
Education
Skills
Certification
Work Status
Timeline
Generic

Ashith Mahesh

Greenacres,SA

Summary

A resourceful, highly dedicated and an experienced Employment Officer adept at Customer Service, I have extensive exposure and good understanding of Service Delivery, Project Management, Quality Assurance and Conflict Resolution. I am also extremely adaptable & have learnt the art of being calm in stressful situations and hence acquiring the skill to be self-motivated to perform any role.

Overview

9
9
years of professional experience
1
1
Certification

Work History

EMPLOYMENT SERVICES OFFICER (APS4)

DEWR AUSTRALIA
08.2023 - Current
  • Deliver high quality customer service including provision of guidance, advice & support
  • Develop an maintain relationship wjth stakeholders
  • Manage and assess routine & non-routine inquiries to resolve issues
  • Refer and redirect stakeholders to appropriate departments to get issue resolution
  • Collaborate with internal teams to achieve issue resolution
  • Negotiate job plans and/or apply Targeted Compliance Framework (TCF) to job seekers who fail to meet mutual obligation requirements
  • Process Compliance - Achieving KPIs - Contribute to team
  • Identify trends & systemic issues
  • Proficiency in database management
  • Interpret complex issues and use sound judgement to make decisions for resolution
  • Adhere to APS Values and Code of Conduct as outlined by company
  • Guiding and mentoring new team members on processes and policies
  • In case of new /complex issues, research within org policies or seek guidance from other teams and come up with solution
  • Highlight the new solutions or resolutions in team meetings - Contribute best practices or knowledge sharing to help team members

POST PLACEMENT SUPPORT OFFICER

WORKSKIL AUSTRALIA
03.2019 - 07.2023
  • Provide quality job seekers to employers on ongoing basis
  • Ensuring job seekers and employers are satisfied as per business needs
  • Provide wage subsidies to employers for applicable job seekers
  • Maintain regular communication with employers, job seekers for job sustenance - solve challenges if any and provide continuous support
  • Document and record all communications, maintain and adhere to collecting sensitive information policy
  • Maintain rapport with site managers, other teams, operations staff and follow process
  • Work closely with claims team & provide documentary evidence to calculate outcomes
  • Adapt to regular contractual changes, apply knowledge and achieve individual KPIs
  • Organise regular meetings with site managers and provide feedback as per process
  • Participate & contribute in team meetings and help in process changes
  • Maintain confidentiality and adhere to all operational practice

Sr. TECHNICAL SUPPORT - T2 - iOS

APPLE INC
04.2016 - 12.2018
  • Provide technical support for complex issues & ensure complete issue resolution
  • Accurate documentation of all the details with compliance to processes
  • Handle Escalation calls from T1 Advisors
  • Coach and mentor T1 Advisors on Customer service and complex issues
  • Taking complete ownership of the case and Collaborate with other teams
  • Participate in team meetings and contribute to enhancement of team performance
  • Assist in Quality monitoring and provide feedback to T1 Advisors
  • Keeping up-to-date with new technologies, software updates, new products and provide feedback to management for improvement

SERVICE DESK ANALYST (ANZ)

HEWLETT-PACKARD ENTERPRISE (HPE)
09.2015 - 04.2016
  • On the phone diagnostics, troubleshoot and resolve issues of client applications, including Microsoft applications
  • Accurate documentation and ensure appropriate process standards are met
  • Initiate problem management workflow process - action/open tickets based on priority
  • Engage with Service provider groups and external vendors and refer issues to Core technical specialist groups when required
  • Identify areas for Process Improvement and provide feedback to Management

Education

Bachelor Degree (B.Sc) - Computer Science

Pre-University - Computer Science

Skills

  • Quality Assurance & Management
  • Team Management
  • Coaching & Mentoring
  • Project Management
  • Customer Service
  • Problem Solving
  • Incident Management
  • Time Management
  • Attention to Detail
  • Dashboard Reporting

Certification

  • PRINCE2 Foundation & Practitioner Certification
  • ITIL V3 Foundation Certification
  • Advanced MS Excel Certification
  • HP Internal CCHS Certification

Work Status

Australian Citizen, Australian Security Baseline Clearance (AGSVA) - Yes

Timeline

EMPLOYMENT SERVICES OFFICER (APS4)

DEWR AUSTRALIA
08.2023 - Current

POST PLACEMENT SUPPORT OFFICER

WORKSKIL AUSTRALIA
03.2019 - 07.2023

Sr. TECHNICAL SUPPORT - T2 - iOS

APPLE INC
04.2016 - 12.2018

SERVICE DESK ANALYST (ANZ)

HEWLETT-PACKARD ENTERPRISE (HPE)
09.2015 - 04.2016

Bachelor Degree (B.Sc) - Computer Science

Pre-University - Computer Science

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Ashith Mahesh