Delphina Willing
Frenchville,QLD
Summary
Experienced in optimising productivity, efficiency, and service quality across various environments. Highly dependable, ethical, and reliable support specialist. Works effectively with cross-functional teams to ensure operational and service excellence. Thorough team contributor with strong organisational capabilities and capacity to learn and apply new skills. Exceptional communication, problem-solving, and analytical abilities enable quick adaptation to new environments. Eager to contribute to team success and further develop professional skills. Brings a valuable asset to any organisation with a positive attitude and commitment to continuous learning and growth.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
AA Insurance
11.2023 - 07.2024
- Position Overview: Inbound call centre for General Insurance provider
- Managed approximately 30 incoming calls per day helping customers update their personal details, make changes to existing policies, provide personalised financial advice, take payments and give quotes for new insurance policies
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Adherence to and working within multiple legislative acts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Achieved performance goals on consistent basis.
Investigations Coordinator
Ministry for Primary Industries (MPI)
01.2021 - 08.2023
- Position Overview: The Investigations Coordinator provides high level administration support by facilitating complex and serious offending which have been identified within business sectors
- Coordinate and triage complaints and referrals received to Investigations and identify any issues and report these to management
- Casefile management by creating files for investigations, interpret and apply legislation and add value to information provided
- Monitor and maintain relevant databases and systems to ensure all users are recording accurate and timely information and following operational procedures
- Respond to Official Information Act 1982 requests as appropriate
- Analyse time recording and data information and provide a weekly report
- Proactively identify and address risks and emerging issues which could impact on Compliance Investigations ability to deliver against its strategic priorities
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
Infringements Officer
Ministry for Primary Industries (MPI)
08.2015 - 01.2021
- Position overview: An Infringements Officers' primary focus is to oversee infringement notice programs and guide offenders and frontline staff through relevant infringement workflows
- Preparation and processing payment of accounts
- Transfer unpaid infringement files for collection action
- Ensure that infringement processes are consistent with legislation, comply with business and MPI policies and standards
- Maintained strict adherence to industry regulations, minimising risk exposure to the organisation.
- Manage communications from those who have received infringement notices and respond accordingly
- Independently collate and analyse relevant data and information for external or high-level requests, papers, correspondence, or reports and produce content or respond appropriately within timeframes set
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new staff
Administration Officer
Police Infringement Bureau (PIB) – NZ Police
09.2006 - 08.2015
- Position Overview: An Administration Officer is responsible for processing infringement notices received to PIB and entering these into multiple database systems administered by NZ Police
- Training of new staff employees on office policies and procedures
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Delivered quality results under pressure by prioritizing tasks effectively during high-stress situations or tight deadlines.
- Performed wide-ranging administrative, and service-related functions.
- Enhanced office efficiency by streamlining administrative processes and implementing new organisational systems.
- Aided colleagues, managers, and customers through regular communication and assistance.
Collections Officer
Ministry of Justice
01.2006 - 08.2006
- Collect payment for NZ Police and Local Authorities issued fees and court-imposed fines
- Call centre environment handling inbound and automatically dialed outbound calls.
- Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
- Established positive rapport with callers, fostering trust and open lines of communication throughout the collections process.
- Verified and reviewed customer account information.
- Evaluated customer financial situations, offering tailored solutions that promoted successful repayments
Skills
- Office Administration
- Effective Communications
- Time Management
- Support Services
- Microsoft Office Suite
- Teamwork and Collaboration
References
Available upon request.
Timeline
Customer Service Representative
AA Insurance
11.2023 - 07.2024
Investigations Coordinator
Ministry for Primary Industries (MPI)
01.2021 - 08.2023
Infringements Officer
Ministry for Primary Industries (MPI)
08.2015 - 01.2021
Administration Officer
Police Infringement Bureau (PIB) – NZ Police
09.2006 - 08.2015
Collections Officer
Ministry of Justice
01.2006 - 08.2006
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