Ashleigh Lynch

• Achieved positive client outcomes by developing and implementing comprehensive case management plans.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.
• Coordinated essential services for clients, resulting in improved overall well-being and self-sufficiency.
• Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Developed and implemented comprehensive case management plans to address client needs and goals.
• Prepared and implemented strategies regularly within timeframes to achieve the optimum outcome and minimisation of claim costs.
• Liaised with all internal and external stakeholders regularly to progress strategies and actions.
• Assessed aspects of liability and recovery relevant to the legislation or policies while undertaking ongoing reviews in relation to entitlements and payments.
• Proactively manage rehabilitation providers and approval of rehabilitation plans/wellness plans in accordance with self-insurance guidelines.
• Conduct health promotion activities to enhance the customers wellbeing and empower them to participate in their own treatment and recovery.
• Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
• Managed large caseloads effectively, prioritising tasks to ensure prompt attention to urgent matters.
• Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.

• Proven ability to learn quickly and adapt to new situations.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Self-motivated, with a strong sense of personal responsibility.
• Provide quality service to customers and resolve specific customer problems in an efficient and courteous manner.
• Provide customers with accurate and relevant information in response to their enquiries and policy.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Provided quality service to the communities of NSW in the following business streams; Emergency Calls - Triple Zero (000), Non- Emergency calls - 131 444, Crime Stoppers, Customer Assistance Unit, Police Switch and NSW Police Community portal. While managing a high level of customer service and by providing appropriate and accurate information to police, stakeholders and customers. Conduced training and provided advice to my team members and members of other teams, made myself accessible and easy to approach for guidance and support.

• Provide a 24-hour quality information and reporting service to the community, contributing to a safer NSW
• Receive, access and process information and enquires from various sources. Including but not limited to urgent and non urgent telephone calls, mail, and electronic requests to determine and complete appropriate action.
• Provide information and advice in line with application legislation and, policy or procedures, and escalating issues as applicable.
• Generate, collate and update accurate records of enquires, incidents and actions, using organisational electric records management systems.
• Assist in providing general administrative services to support the operational functioning of the command/business unit
• Participate in the identification of customer service delivery improvements.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Used autonomy to make decisions regarding time management and prioritisation of tasks within required timeframes.
• Respond to customer comments and questions via LiveChat during shifts.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards while maintaining energy and enthusiasm in fast-paced environment while exceeding expectations for KPI's.

Within this role I was the sole technical support specialist in out remote office of Gosford, I was responsible for managing myself and looking after 50 staff members within the office this included but was not limited to the following;

• Provided base level IT support to non-technical personnel within the business. Installed software, modified and repaired hardware, resolved technical issues, identified and solved technical issues with a variety of diagnostic tools.
• Managed call flow and responded to technical support needs of customers. Resolved customer issues in a clear, courteous and with professionalism at all times.
• Remained up-to-date on the latest technologies and solutions applicable to company products.
• Researched, troubleshot and resolved complex problems independently.
• Worked closely with team members to meet or exceed all customer service requirements.
• Provided on-call support for critical issues.

My time in the Royal Australian Navy (RAN) I was trained and succeded in the Communications Information Systems role, I am highly trained in multiple communications methods. During in my time in the RAN I worked collaboratively, closely and effectively with other departments to ensure a safe and highly effective service to the key stakeholders.

• Operate and coordinate telecommunications systems including automated networks, data links and circuits in the communication spectrum; Apply diagnostic, corrective and recovery techniques to telecommunications and information systems;
• Administer Local Area Networks, network troubleshooting, assigning user profiles, configuring network protocols, configuring networks, and performing system/file back-up and restorals;
• Communicate inter-ship by ship/shore radio teletype, ship/shore satellite, voice and radio teletype, video conferencing, chat, facsimile, email, tactical and administrative voice radio, flashing light (Morse code) and flag signalling; Work with highly classified information and material and advise Command on tactical signalling and ship manoeuvring, and encode/decode and disseminate tactical and manoeuvring signals;
• Perform preventive and corrective maintenance on communications compartments and specific equipment such as signal projectors, lights, flags, portable radios and selected information technology equipment; and form part of teams to fight fire, and conduct casualty location and rescue.