Customer Service Representative - Enquiries and Customer Service (Chat Team)
Lidcombe TAFE NSW
06.2021 - Current
Providing quality frontline customer service ensuring the provision of clear concise information to all external and internal customers to promote a positive and professional image
Delivering an effective and timely referral service to provide a cohesive student support service at the learning location
Delivering effective and timely processing of all student and administration functions including processing student entitlements, TAFE fees, TAFE card, exemption, and refund applications to ensure the provision of quality and seamless student service and compliance with legislative and financial requirements
Undertaking accurate and timely entry of all data relating to student administration, course information customer enquiries to ensure the integrity of information retained for reporting analysis and governance requirements.
Reception/Kiosk Assistant (Seasonal - Casual)
Riverstone Swimming Centre (Blacktown City Council)
09.2014 - Current
Attend staff meetings as required in the portrayal of nominated responsibilities
To undertake cleaning duties as required and to provide a clean, safe, and inviting environment to the various user groups
Cleaning includes, but is not limited to, change rooms, kiosk and office areas and surrounding environments
Greet users to the facility, record their attendance and process monies accordingly
Be responsible for adhering to cash receipting and banking procedure, particularly the safe management of all monies associated
Answer all telephone enquiries with accurate and updated facility information in a professional and courteous manner.
IT Support Officer
Blacktown City Council
05.2020 - 07.2020
Using Cherwell Service Management Ticketing system to log tickets and resolve issues
Providing high level administrative support to Council's recruitment function
Liaising with external recruitment services as required
Assisting in the development, review, update and implementation of recruitment system documentation, processes, and procedures, including website and intranet content
Assisting with general HR Administration tasks when required
Attending to incoming requests and correspondence and refer to appropriate personnel
Providing professional advice and timely replies to client enquiries
Managing records in accordance with Council's Record Management Procedures
Maintaining various information resources e.g., publications, directories etc
Actioning all enquires, correspondence and documentation appropriately
Undertaking research assignments and special projects as directed
Other duties as directed consistent with the operations of Council.
IT Support Analyst (Call Centre)
eHealth NSW Government
10.2018 - 01.2020
Resetting user passwords
Resolving printer issues
Downloading applications on user's computer remotely through software centre
Setting up accounts for users
Troubleshooting new issues and resolving in a given timeframe
Assisting with Payroll queries
Remotely mapping shared drive on user's computer
Creating knowledge-based articles on how to resolve issues
Using Service now ticketing system to log tickets
Providing Customer Service and support users to resolve incidents
Manage priorities between inbound calls and queue management within the enterprise ticketing system
Provision accounts and access in line with security and approval processes within eHealth
Clearly and accurately document Statewide Service Desk activities
Contribute to organisational learning by identifying areas where existing documentation can be updated/created for the Statewide Service Desk knowledge base
Participate in regular performance meetings and training activities
Complete individual Statewide Service Desk learning plan focusing on attaining customer certifications and foundational skills.
Education
Diploma of IT Project Management -
Australian Vocational Training Institute
06.2021
Bachelor of Business Information Systems -
Australian Institute of Higher Education
08.2017
Certificate IV Business Administration -
TAFE Ultimo
06.2015
Diploma of Business Administration -
TAFE Ultimo
06.2015
Advanced Diploma of Business Administration -
TAFE Ultimo
06.2015
Certificate III Aged Care and Disability -
Applied Aged Care
07.2014
Certificate IV in Aged Care and Disability -
Applied Aged Care
07.2014
Certification
03/2024, TAFE PLUS Statement in Customer Service, TAFE NSW
08/2021, Cultural Competence Program, Royal Life Saving Australia
08/2021, All About Allergens 2020 Online training for food services, Food Allergy Awareness
05/2020, First Aid Course, Australian Training Institute
07/2015, Work Placement, The Willows Private Nursing home (Ashfield)
11/2015, Barista Training, TAFE Ultimo
12/2015, Volunteer, Council of International Students of Australia
References
Andrew Vaulin, 0424570234, andrewvaulin@hotmail.com, Duty Manager – Riverstone Pools
Margaret Fell, 0425329907, margaret.fell@blacktown.nsw.gov.au, Duty Manager – Riverstone Pools
Timeline
Customer Service Representative - Enquiries and Customer Service (Chat Team)
Lidcombe TAFE NSW
06.2021 - Current
IT Support Officer
Blacktown City Council
05.2020 - 07.2020
IT Support Analyst (Call Centre)
eHealth NSW Government
10.2018 - 01.2020
Reception/Kiosk Assistant (Seasonal - Casual)
Riverstone Swimming Centre (Blacktown City Council)