Bonnie Reilly
Burdell,QLD
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
Work History
Australian Public Service Officer
Services Australia
Townsville
01.2023 - Current
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Update customer records and document interactions.
- Respond to customer inquiries with patience and positivity to establish excellent first impression.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Referenced legislation and operational blueprints in decision making.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- End-to-end customer case managed
- Backfilled in higher duties and engage in training in APS6 roles as a Team Leader.
- Investigate and review decisions up to, and including, an APS6 level against legislation and operational procedures.
- Complete written reports of findings, legislative references and construct an outcome of reviewed decisions.
Lifestyle Support Worker
Selectability
Aitkenvale, QLD
06.2021 - 08.2023
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and assist with decisions.
- Worked with consumers to understand needs and provide excellent service.
- Carried out day-to-day duties accurately and efficiently.
- Provided emotional support to affected consumers and assisted in long-term recovery plans and goals.
- Supported consumers with their developing goals and social skills,
- improving individual wellness and productivity.
- Assisted in community support services in alignment with needs.
- Documented client progress in confidential files.
- Provided clients with recommendations to community resources.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
STEPS -
Central Queensland University
Mackay, QLD2018
Keebra Park State High School
Southport, QLD11.2012
Certificate III - Tourism
One Step Further
10.2012
Skills
- Active Listening
- Responsible
- Organization and Time Management
- Flexible and Adaptable
- Conflict Resolution
- Customer Service
- Self-Motivated
- Complex Problem-Solving
Timeline
Australian Public Service Officer
Services Australia
01.2023 - Current
Lifestyle Support Worker
Selectability
06.2021 - 08.2023
STEPS -
Central Queensland University
Keebra Park State High School
Certificate III - Tourism
One Step Further