Breanna Maslen
Summary
Dedicated and results-driven professional with extensive experience in customer service, stakeholder engagement, and operational support. Experienced in quality assurance, rostering, claims processing, and maintaining accurate records using departmental systems. Proven capability in identifying process improvements, supporting compliance, and providing accurate, timely information to stakeholders. Seeking to contribute to high-performing teams within the public service, with a focus on integrity, collaboration, and continuous improvement.
Overview
3
3
years of professional experience
Work History
Senior Customer Service Officer
Department of Employment and Workplace Relations
08.2023 - Current
- Working in a rostered environment between 8:30am – 6:30pm AEDT as the first point of contact for the PALM scheme
- Provide accurate and timely information to internal and external stakeholders, effectively troubleshooting issues and resolving complex enquiries
- Triage and escalate sensitive and critical incidents
- Develop and sustain relationships with approved employers, workers and stakeholders
- Adhere to customer service standards and corporate policies to ensure customer satisfaction
- Maintain detailed records of customer interactions and transactions
- Develop and facilitate onboarding training and coaching session for staff
- Conduct regular quality assurance checks to ensure compliance with organisational policies and service delivery standards.
- Process travel and skill reimbursement claims
Mental Health Support Worker
SA Health
05.2022 - 08.2023
- Reduced patient anxiety through active listening, problem-solving, and crisis intervention techniques.
- Supported patients in achieving personal goals through goal-setting exercises and step-by-step guidance.
- Recognised and responded to signs of potential self-harm or suicide risk, utilising appropriate intervention strategies and resources to ensure patient safety.
- Encouraged self-care among patients by teaching coping strategies, stress management techniques, and relaxation exercises.
- Assisted consumers to achieve income security, and implement strategies to improve financial management
- Contributed to the review of consumer progress by observing and reporting to clinical staff, doctors and care coordinators on consumer recovery goals, healthcare needs and practical needs and difficulties
Education
Bachelor of Science - Health Sciences
Charles Darwin University
11-2022
Skills
- Customer service
- Problem resolution
- Coaching and mentoring
- Process improvement
Timeline
Senior Customer Service Officer
Department of Employment and Workplace Relations
08.2023 - Current
Mental Health Support Worker
SA Health
05.2022 - 08.2023
Bachelor of Science - Health Sciences
Charles Darwin University
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