Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

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123,NSW

Summary

SKILLS SUMMARY: Well-spoken professional with 20 years in private/public sectors, Helpful navigator of company policies and legislations to best serve customers while adhering to Australian Public Services guidelines, Managerial skills, Human Resources Development Coordinator, Case Management Officer, Advanced computer skills, Skilled at maintaining records and briefing leadership, Strong capability to adapt to new software and processes, Cohesive teamwork, Excellent written skills, Reliable/honest, Punctual, Dedicated, Enthusiastic and friendly. Dedicated to accurately resolve customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team/business objectives. Successful de-escalator, respond to tense situations with sense of calm and empathy. Specialize in problem-solving skills and intelligence dissemination. Attentive in analyzing data and assessing risks. Efficiency in task completion. Consistently thrive in fast-paced, high-stakes settings.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Assisting Provider Callers

Services Australia
01.2020 - Current
  • I attend provider calls regarding Medicare payments, allied-health services, mental/eating disorder/autism health care plans, 90-day cheque cancellation queries, claim adjustments/deletions, doctor's provider numbers, child dental benefits, send duplicate statements, process cheque traces, process health identifiers application for organization, register allied health professionals for My Health Records, send HPOS mails to medical providers/administrators for setting up HPI-O numbers. Guide doctors to Organisation Register for new incentives on My Medicare, GP aged care programs, and organisation payment capability assessment.
  • Supporting digital service interactions with doctors on Proda, HPOS organisation register, and MyMedicare.
  • Comply with Medicare Policies, Procedures, and instructions in Operational Blueprint, SharePoint pages, and/or approved task cards.
  • I am a team player and uphold the APS Values at all times.

Processed Both Providers/Patients Banking Details

Department of Human Services
05.2016 - 01.2020
  • Promoting and supporting providers in regard to Medicare payments, allied health services, mental health care plans, 90-day cancellations, cheque traces, same-day deletions, and child dental inquiries.
  • Processed both Providers/Patients' banking details, processed setting up PRODA accounts, eligibilities, and patients' concessional details.
  • Overseeing functions to update apps on numerous systems.
  • Demonstrated openness to change and ability to adapt in a dynamic work environment
  • Have a good work ethic and need minimal supervision.

Part-time Counselor

Counseling Comm.
01.2014 - 11.2015
  • Managed and resolved teenage behavioural issues
  • Addressed course selection counselling problems
  • Provided counselling services to adolescents for an extended period.
  • Joined 'Australian Psychology Society'.
  • Maintained accurate and up-to-date records of client progress and treatment plans.
  • Provided crisis intervention services for individuals in need of immediate assistance.
  • Coached clients on how to manage emotions effectively while also teaching them how to recognize warning signs of distress before it becomes overwhelming.
  • Established collaborative relationships with parents and guardians in order to provide effective care for their children.
  • Conducted mental health assessments with clients in order to determine appropriate interventions.
  • Collaborated with multidisciplinary teams to provide comprehensive care for clients.
  • Assisted clients in developing healthy coping skills that could be used during times of stress or difficulty.
  • Researched best practices in the field of counselling in order to stay current on evidence-based treatments.

Work-study Attachment

ACAP
01.2009 - 11.2009
  • Managed the coordination of training and development sessions.
  • Facilitated meetings between staff members, community groups, victims' families or other stakeholders.
  • Reviewed reports from subordinates to ensure accuracy and completeness prior to submission for review by higher-level officials.
  • Maintained up-to-date knowledge of relevant laws, regulations, ordinances and departmental directives.
  • Participated in outreach initiatives aimed at strengthening relationships with local communities.
  • Ensured compliance with operational standards, policies and procedures.

Service Advisor

National Australia Bank
01.2004 - 01.2006
  • Managed client relationships and exceeded customer expectations as a Service Advisor
  • Responsible for marketing and consolidating home loans.
  • Coordinated workshops for new recruits.
  • Maintained records of customer interactions and transactions.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Compiled reports detailing performance metrics, customer satisfaction ratings.
  • Participated in ongoing training activities related to bank technology advancements.
  • Resolved customer complaints in an efficient and courteous manner.
  • Liaised between customers and external stakeholders to expedite loan consolidations and meet customer demands.
  • Updated databases with new and modified customer data.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Mentored junior team members and managed employee relationships.

Administrative Duties

Australia Post
01.2005 - 12.2005
  • Managed administrative duties pertaining to resolving delivery issues
  • Was responsible for overseeing postmasters review committee
  • Handled employment matters for delivery drivers.
  • Performed administrative duties such as filing, data entry, recordkeeping.
  • Performed administrative duties such as filing reports or processing payments.
  • Performed administrative duties such as ordering supplies, preparing payroll information.
  • Performed administrative duties such as preparing reports, maintaining records.
  • Participated in training sessions related to administrative duties.
  • Performed administrative duties including scheduling appointments and organizing paperwork.
  • Performed administrative duties such as scheduling meetings, preparing documents.

Office Manager Duties

Khalil Real Estate
01.2003 - 01.2004
  • Developed and maintained records with different information systems
  • Ensured compliance with occupational health and safety procedures
  • Monitored sales records and staff performance.
  • Staff supervision, controlling office functions.
  • Prepared agendas for board meetings along with taking minutes during sessions.
  • Assisted with the preparation of budgets, forecasts and financial statements.
  • Reviewed contracts for accuracy prior to signing off on behalf of the company.
  • Ensured compliance with applicable laws regarding employment practices.
  • Created spreadsheets in Excel to track data such as vacation requests, sick days.
  • Developed and implemented office policies and procedures.

Administrative Officer

FIT Institute of Technology
01.2001 - 01.2002
  • Human Resources Management in leaves and remuneration package.
  • Streamlined file management processes for a team of 300+ employees
  • Additionally, dealt with outside clients.
  • Developed new filing systems to improve accuracy of document retrieval processes.
  • Coordinated travel arrangements, including flights, hotels, car rental reservations, and ground transportation.
  • Developed and implemented administrative procedures to improve operational efficiency.
  • Organized and maintained filing systems for confidential documents, correspondence, and reports.
  • Ensured compliance with all organizational policies and procedures relating to administrative operations.
  • Processed invoices and payments using accounting software programs such as QuickBooks or Microsoft Dynamics GP.
  • Compiled data for statistical analysis and reporting purposes.
  • Supported senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

Human Resources Development Coordinator

Land Transport Authority
01.1999 - 01.2000
  • Oversaw in-house training programs and managed database for tracking employee training
  • Liaised with departmental managers on staff recruitment and induction.
  • Conducted ongoing surveys to assess staff attitudes towards Road Transport Dept
  • Organized team events to promote a positive work environment.
  • Ensured compliance with company policies and procedures related to project management activities.
  • Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
  • Resolved customer complaints in a timely manner while upholding company standards.
  • Coordinated with other departments to ensure projects were completed on time and within budget.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Developed work schedules according to budgets and workloads, covering priority tasks.

Various Positions

Road Transport Department
01.1995 - 01.1999
  • Handled customer service and responded to e-mail inquiries.
  • Reconciled salaries and processed claims
  • Conducted induction training sessions for new recruits
  • Enhanced staff position descriptions by incorporating updated accountabilities
  • HR representative for the sports and social club.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Worked effectively in team environments to make the workplace more productive.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Part-time Counselor

Counseling Comm.
01.2010
  • Registered own business 'counsellingcomm'
  • Basic adolescence counseling
  • Dealt with teenage problematic behaviors at school
  • Career guidance
  • Course selection counseling.

Education

CompTIA A+ Certificate -

The Knowledge Academy
01.2024

Master of Business Administration -

Australian Institute of Business
01.2016

Postgraduate in Management -

Australian Institute of Business
01.2016

Bachelors of Behavioural Psychology -

Swinburne University
01.2013

Diploma of Counselling & Communications -

Cengage Education
01.2008

Diploma in Management -

University of the South Pacific
01.2000

Skills

  • Counselling services
  • Managerial skills
  • HR Development Coordinator
  • Training Officer - Human Resources
  • Customer Service Advisor
  • Administration officer
  • Case Officer
  • Advanced computer skills
  • Strong customer service focus through cohesive teamwork
  • Excellent written & verbal communications skills
  • Reliable
  • Honest
  • Punctual
  • Dedicated
  • Enthusiastic
  • Friendly

Certification

  • 2016, Membership, Australian Institute of Business
  • 2014, Affiliate Member, Australian Psychology Society
  • 2010, Affiliate Member, Australian Institute of Professional Counselors
  • 2002, Professional Membership, Australian Institute of Management

References

  • Figen Sirinoglu, Team Leader (E-business), Services Australia, Health Zone East – Health Service Delivery Division, Figen.Sirinoglu@servicesaustralia.gov.au, (02) 8855 3636
  • Dina Ghazal, T Service Support Manager, Services Australia, Health Zone East – Health Service Delivery Division, Dina.Ghazal@servicesaustralia.gov.au, (02) 8842 2253
  • Linda Wallis, Advisory Manager, National Australia Bank, lindawallis@nab.com.au, 13 22 65

Timeline

Assisting Provider Callers

Services Australia
01.2020 - Current

Processed Both Providers/Patients Banking Details

Department of Human Services
05.2016 - 01.2020

Part-time Counselor

Counseling Comm.
01.2014 - 11.2015

Part-time Counselor

Counseling Comm.
01.2010

Work-study Attachment

ACAP
01.2009 - 11.2009

Administrative Duties

Australia Post
01.2005 - 12.2005

Service Advisor

National Australia Bank
01.2004 - 01.2006

Office Manager Duties

Khalil Real Estate
01.2003 - 01.2004

Administrative Officer

FIT Institute of Technology
01.2001 - 01.2002

Human Resources Development Coordinator

Land Transport Authority
01.1999 - 01.2000

Various Positions

Road Transport Department
01.1995 - 01.1999

CompTIA A+ Certificate -

The Knowledge Academy

Master of Business Administration -

Australian Institute of Business

Postgraduate in Management -

Australian Institute of Business

Bachelors of Behavioural Psychology -

Swinburne University

Diploma of Counselling & Communications -

Cengage Education

Diploma in Management -

University of the South Pacific

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