Damon Sheppard
Summary
My current position is a level 4, Customer Experience Officer in Corporate Services at Landgate for over 12 months. Previously I was a level 2 in Customer Service Administration which I did for 12 months. I worked in Valuations Services in the Business Support team for nearly eight years. During this time, I am recognized and have developed skills in customer service, working to meet our deadlines with limited supervision and liaising with staff on a professional level. I have extensive knowledge in Valsys and other office systems which have enabled me to develop a wide range of valuable work skills that I am able to apply successfully throughout the office. I am passionate about this position and value working in a strong team, always striving to work at the best of my ability. I am committed in helping the company strive to achieve their values and goals in moving forward with the upcoming changes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
level 4 Customer Experience Officer
Landgate
09.2021 - Current
- Assisting in researching, collating, and maintaining information in systems.
- Undertaking administrative tasks on behalf of the team.
- Liaising with internal staff to gather and provide information and resolve simple queries.
- Participate in the documentation and continuous improvement of processes and procedures.
- Creating and maintaining appropriate records.
- Manage systems when they breakdown, contact resources to fix the issue.
- Manage Customer Feedback, create cases in Customer Relations Management (CRM) and assign to designated areas of the business
- Key Achievements:
- Becoming more familiar with the processes and expectations of the role.
- More confident in identifying errors and finding a solution for improvement.
- Having a better understanding of how Customer Relations Management (CRM) is used in other areas of the business.
Level 2 Snr Information Officer
Landgate
01.2017 - 09.2021
- To maintain data integrity
- Assessing and entering Gross Rental Value and Unimproved Value interim valuations for the Water Corporation, Land Tax and Local Government
- Liaise with valuers concerning the Water Corp and Local Government queries
- Assisting Water Corp, Local Government, Office of State Revenue with phone queries, emails about land creation and identification
- Liaise between staff and Manager concerning work activities in the section
- Access external applications to verify land verification and aerial imagery validation.
- More complex data entry multi residential, high valued properties, commercial and industrial.
- Completion of Customer Relations Management (CRM) cases within the 40-day turnaround expectations.
- Assist in data cleansing if required by the Level 3 coordinators for Reval.
- Key Achievements:
- Accurately updated and maintain data integrity.
- Effectively resolved valuation queries from Valuers and staff in relation to data entry
- Completion of WC slips within the turnaround times allocated and accurately
- Good communication skills with external clients, resolving and supplying valuations as requested efficiently
- Attending section meetings and providing effective feedback
- Learnt new CRM system and became more knowledgeable in navigating within the system. Aided other colleagues that now are more confident in using Customer Relations Management (CRM) to complete their cases on time.
- Contributed to assisting in the Rural team and becoming more knowledgeable in their processes.
- Successfully contributing to assisting the Level 3 data quality team in data cleansing.
Level 1 Valuation Information Officer
Landgate
10.2015 - 01.2017
- Utilizing of GIS (Graphical Information System), My Landgate, Image Viewing System to identify land, leases, certificate of titles, plans, strata plan to maintain property information for data integrity.
- Assessing and entering GRV and UV interim valuations for the Water Corporation, Land Tax and Local Government.
- To access Landgate for ordering and searching certificate of titles, documents, strata plans and deposited plans.
- Liaise with the valuers on completion of valuations to meet our key performance indicator and revaluation time frames.
- Prioritize and monitor workload to be completed with the timeframe allocated.
- Completion of Water Corp slips within the key performance indicator turnaround times agreed by the Water Corporation.
- Attending section meetings and providing effective feedback on issues with the database and innovative ideas that could be implemented within the business.
- I am responsible for updating and maintaining data integrity in the valuation system including variables and other property details.
- Liaising between staff and management concerning work activities in the section.
- Liaising with external clients on data verification and updating the database from external resources regarding Government Assets agency.
- Key Achievements:
- Accurately updating land information into the database for Gross Rental Value and Unimproved valuations.
- Successfully completing data entry of commercial and industrial properties during our busy 2017 revaluation program.
- Resolving valuation queries from Valuers and staff in relation to data entry.
- Resolved more complex system queries by utilizing good communication and analytical skills with our internal and external clients.
- More effectively prioritize my workload to meet our key performance indicators with external stakeholders.
- Provided constructive feedback at section meetings regarding system enhancements that have now been implemented into the database.
- Successfully accessing our GIS (graphical Information System) to identify, plot maps and investigate property information.
- More knowledgeable in accessing other applications to assist in land identification and property validation. Near maps to assist in aerial photography, My Landgate and IVS to obtain CT's, Plans, Strata's and other information.
- Assist external clients regarding Valsys queries and emailing them for further information which may assist in property validation especially building plans.
Dome Café
03.2015 - 01.2015
Personal Trainer
D Steps Fitness
11.2014 - 01.2015
Freight Officer
Direct Freight Express
08.2014 - 01.2015
Freight Officer
Centurion
04.2012 - 01.2013
Skills
- Strong level relationship building and customer services skills
- Developed skills in the database and other system applications to assist in maintaining accurate data
- Actively involved in system enhancements to improve the database in a more efficient and productive way
- Providing administrative support to the Team Leader and other Senior Managers as required
- Re-solving valuation queries from Valuers and staff in relation to data entry
- Completion of Water Corporation slips within the turnaround times allocated and accurately
- Good communication skills with external clients, resolving and supplying valuations as requested efficiently
- Attending section meetings and providing effective feedback
- Knowledge in Customer Relations Management (CRM) and SharePoint applications
Certification
- Diploma in Sport Development, Central Institute of Technology.
- Certificate III and IV Fitness Personal Training Ora Fitness Pty Ltd.
- Certificate III and IV Sport & Recreation, Kent St Senior High School.
- Certificate III and IV in Information and Technology, Kent St Senior.
- First Aid Certificate.
- Certificate in Microsoft Excel
Timeline
level 4 Customer Experience Officer
Landgate
09.2021 - Current
Level 2 Snr Information Officer
Landgate
01.2017 - 09.2021
Level 1 Valuation Information Officer
Landgate
10.2015 - 01.2017
Dome Café
03.2015 - 01.2015
Personal Trainer
D Steps Fitness
11.2014 - 01.2015
Freight Officer
Direct Freight Express
08.2014 - 01.2015
Freight Officer
Centurion
04.2012 - 01.2013