Farah Syeda
APS 4 Service Officer
EPPING
Summary
- 6+ years of experience in Customer Service Delivery
- 4+ years of experience in the APS (Australian Public Service) sphere.
- Australian Citizen with Baseline Security Clearance.
- Currently working as a APS 4 Service Officer for Services Australia, Medicare.
- Managed team in team leaders absence.
- Experience on Incident Management, Problem Management and Change Management.
- Well versed with ITIL processes.
- Skilled in problem solving and troubleshooting issues.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- A highly motivated, energetic individual and a team player with excellent communication and interpersonal skills.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
APS 4 Service Officer
Services Australia
07.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Resolve routine and non-routine customer complaints, including those received from the feedback and complaints line, and escalate complex complaints and/or systemic issues
- Advise customers on legislation, policy, procedures, payments and services administered by the agency and exercise appropriate delegations in accordance with legislation and guidelines.
- Use critical thinking to make ethical, transparent and data informed decisions. Also, guide others to make legal, ethical, evidence-based decision-making and support others to be responsible for their decisions and actions.
- Improved overall AHT of claims & calls of team by 15% with Knowledge sharing of Policies & Procedures.
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Coordinated closely with other departments to resolve complex client issues while maintaining professionalism at all times.
- Managing competing priorities in a challenging and evolving environment. Have growth mindset and instill the same with peers and support officers.
APS 3 Service Officer
Services Australia
11.2021 - 06.2023
- Assisting customers over phone with all Medicare general enquiries on a day to day basis.
- Assist customers by updating contact and banking details with Medicare. Help customers with online services and issue Medicare cards.
- Educate customers about Medicare online services and help customers with their online queries.
- Resolving myGov and linking with Medicare enquiries. Always refer and follow Operational Blueprint for procedures and processes.
- Educate customers with online services and Medicare forms. Making outbound calls to customers to clarify or request information when processing applications or claims. Making outbound calls to providers to seek and clarify information on tax invoices.
Customer Support Champion
ATO- Probe
06.2020 - 10.2021
- Provided Customer service to ATO users in Australia and being front gate for all ATO queries.
- Resolved Technical issues for Online services provided by ATO to businesses and Individuals.
- Making in/outbound calls to clients regarding their tax queries. Assisting Clients with TFN and ABN queries.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Performing Identity checks with Proof of Record Ownership (PORO). Helping clients with filing Income Tax.
- Achieving customer satisfaction and maintaining compliance. Forms processing and Correspondence processing.
- Educating clients with online portals and forms.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
Service Desk Analyst
24/7 Customer
02.2008 - 03.2011
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
Technical Support Executive
24/7 Customer
08.2005 - 01.2008
- Provided Technical Support to various applications for American Clients.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Tracked KPIs and created continuous improvement plans.
- Cultivated procedures and standards for system monitoring, investigation and maintenance.
- Was part of QA team, maintaining quality of support provided to users.
Education
Bachelors of Technology - Computer Science Engineering
Jawaharlal Technological University
India 03.2002 - 05.2005
High School Diploma - Computer Science And Engineering
State Board of Technical Education And Training
India 04.1999 - 03.2002
Skills
Service Delivery
Data Analytics and research
Policy review and governance
Collaboration and teamwork
Analytical and Problem-solving skills
Verbal and written communication
ITIL knowledge (Incident and Problem Management)
Timeline
APS 4 Service Officer
Services Australia
07.2023 - Current
APS 3 Service Officer
Services Australia
11.2021 - 06.2023
Customer Support Champion
ATO- Probe
06.2020 - 10.2021
Service Desk Analyst
24/7 Customer
02.2008 - 03.2011
Technical Support Executive
24/7 Customer
08.2005 - 01.2008
Bachelors of Technology - Computer Science Engineering
Jawaharlal Technological University
03.2002 - 05.2005
High School Diploma - Computer Science And Engineering
State Board of Technical Education And Training
04.1999 - 03.2002
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