Dennis Brian Almonte
Service NSW
18
years of professional experience
A highly capable and proactive industry professional with strong experience in the finance (superannuation & insurance) and government sectors. Recognized for clear communication, analytical thinking, and creative problem‑solving with a proven ability to learn quickly and deliver consistently outstanding customer service.
Work History
Customer Concierge Operator (Contract)
2 Years 8 Months- Contract role via Talent International.
- Delivered exceptional customer service by addressing customer enquiries and resolving issues promptly.
- Assisted in processing transactions using Service NSW systems and tools effectively.
- Provided information on various NSW government services, ensuring clarity and accuracy for customers.
- Collaborated with team members to enhance service delivery and operational efficiency.
- Trained new staff on procedures and customer engagement techniques to improve performance.
Customer Service Officer (Contract)
7 Months- Contract role via Talent Options.
- Delivered high quality customer service & support via telephone, email and in-person interactions with students and the community for the Automotive Department, processing student enrolments, and various administration duties as required.
- Effectively collaborated with the administration team, head teachers and other departments to improve service delivery processes & procedures to ensure customer satisfaction.
Concessions Officer (Contract)
1 Month- Contract role via McArthur.
- Delivered accurate and timely assessment and processing of high-volume applications of student Opal concession cards within service standards.
Customer Service Officer (Contract)
3 Months- Contract role via Ashdown People.
- Delivered high‑quality telephone support for NSW schools, university staff, contractors and internal/external clients, handling Accounts Payable/Receivable enquiries, SAP system assistance, maintenance/service requests, data updates and investigations.
- Managed approximately 50 inbound and outbound calls per day, providing timely resolutions and issuing written correspondence via letters, fax and email.
Learning Support Officer (Contract)
3 Months- Contract role via 360 HR.
- Provided high-quality telephone-based and face to face customer service & sales role with the primary aim of converting customer enquiries into student enrolments.
- Responsible for taking approximately 80 inbound and outbound customer calls per day, and assisting and serving customers face to face when required.
Retention & Customer Engagement Consultant
2 Years 5 Months- Delivered warm, detailed and personalised customer service to retain revenue by engaging customers, identifying needs and resolving enquiries through effective telephone and written communication using strong questioning techniques.
- Generated new superannuation and insurance leads for the Sales Team.
- Maintained accurate CRM records, including client details, sales opportunities, customer interactions and service requests.
- Collaborated with cross‑functional teams to meet customer needs and support business outcomes.
- Kept legislation, product and process knowledge current through regular training and completion of online courses.
Benefit Payments Officer
1 Year 5 Months- Responsible for the timely processing of superannuation withdrawals & rollovers, Family Law, Death & Financial Hardship claims.
- Completing various data entry tasks, responding to external/internal client enquiries, complaints resolution, system testing and other tasks as directed.
Superannuation Specialist
3 Years 2 Months- Managed end‑to‑end Defined Benefit Superannuation payroll administration for Australia Post employees including contributions processing, cheques, reconciliations, rollovers/transfers, member enquiries, complaints, Choice of Fund requests, death claims, annual reviews and benefit calculations using Superb.
- Maintained data accuracy through error investigation, payroll file troubleshooting and regular integrity checks.
- Supported system upgrades with testing, process improvements and issue resolution.
- Produced operational reporting across monthly, quarterly and annual cycles. Assisted with updating documentation to ensure administration and process manuals remained current and compliant.
- Built strong stakeholder relationships with payroll partners, internal teams and external clients.
- Delivered training & presentations for group sessions and remote onboarding of offshore staff in India.
Education
- High School Certificate
Skills
Customer service excellence.
Customer engagement & rapport building.
Strong verbal and written communication.
Technical systems expertise - Microsoft Office
SAP
CRM
Siebel
Superb.
Creative problem‑solving.
Highly organized and detail‑oriented.
Typing proficiency — 60 wpm / 12
000 ksph
Continuous learning.
Interests
Photography
Visual Arts
Science
Cooking
Health & Fitness
Fishing
Timeline
Customer Concierge Operator (Contract)
Service NSW
10.2023 - 06.2026Read More
Customer Service Officer (Contract)
TAFE NSW - Western Sydney Institute
04.2017 - 11.2017Read More
Concessions Officer (Contract)
Transport For NSW
01.2017 - 02.2017Read More
Customer Service Officer (Contract)
NSW Department Of Education
05.2016 - 08.2016Read More
Learning Support Officer (Contract)
TAFE NSW - Western Sydney Institute
11.2015 - 02.2016Read More
Retention & Customer Engagement Consultant
AMP Life Ltd
11.2012 - 04.2015Read More
Benefit Payments Officer
AMP Life Ltd
06.2011 - 11.2012Read More
Superannuation Specialist
IBM Australia Ltd / Russell Investments Group
04.2008 - 06.2011Read More
Loyola College
from High School Certificate
Read More