Fiona Di Giacomo
Leopold, VIC 3224,VIC
Summary
Public servant since 27.11.2006
Overview
17
17
years of professional experience
Work History
Child Support Unit
Centrelink
07.2019
- Investigated information sent by Child support, made corrections to Centrelink records
Permanent role
Centrelink
03.2007 - Current
- Worked in telephony space handling inbound customer enquiries, processing customer claims, and referring customers to inhouse services
Family assistance processing
Centrelink
07.2018 - 07.2019
- Processed family assistance claims, problem solving and assisting customers
Assessing early release of superannuation under companionate grounds claims
Centrelink
01.2016 - 06.2018
- Assessed early release of superannuation claims, problem solving and assisting vulnerable people
Centrelink call centre employee
Hoban recruitment centre
11.2006 - 02.2007
- Assisted with entry level tasks and data collection for new income support claims
Education
High School Diploma -
Catholic Regoinal College
Geelong, VIC11.1993
Skills
- Excellent communication
- Interpersonal skills
- Empathy and understanding
- Team collaboration
- Active listening
- Policy knowledge
- Adaptability and flexibility
- Time management
- Data analysis
- Client confidentiality
- Attention to detail
- Critical thinking
- Conflict resolution
- Record keeping
- Problem-solving abilities
- Customer service orientation
- Telephone etiquette
- Computer proficiency
Employments
Centrelink, 11/27/2006, current, I was employed by Hoban recruitment centre as a temporary Centrelink call centre employee from 11/27/2006 to 02/02/2007, to assist with entry level tasks and data collection for new income support claims. I then commenced a permanent role with Centrelink on the 03/13/2007 in the Family assistance office. I worked in telephony space from commencement date handling any inbound customer enquiries for the Family assistance office, to processing customer claims and referring customers to inhouse services when required. In this time, we worked with stakeholders and business owners within the agency to achieve the directives of the day, keeping the customer experience in mind. This roles as a telephony service officer came with learning how to have an effective conversation when delivering a range of favourable and unfavourable decisions. I then took on a role within the agency assessing early release of superannuation under companionate grounds claims in 2017. I enjoyed this role as I enjoyed problem solving which was a great attribute to have when assessing these types of claims. I felt great privilege as many of the claims were lodged by vulnerable people. I then moved into a straight Family assistance processing role in July of 2018 after the early release of superannuation work was moved to be processed by the Australian tax office. Again problem solving, following processes, legislation, and polices was something I enjoyed. I enjoyed assisting customers in this space. I then moved to the Child support unit approximately July 2019. This role involves a lot of investitive skills. I am still employed by Centrelink; however, we access to Child support system so that we investigate information that has been sent by Child support which may be incorrectly updating the Centrelink record. We then make any corrections required. I take my job at Centrelink seriously understanding that we are handling the Australian publics person information within our daily work. We are employed to work within a code of conduct that covers a mired of topics which an agreement entered every 12 months. I have held the harassment contact officer role since 09/29/2011 to assist my fellow work group work through workplace bullying and harassment. I held the OHS role from approximately 12/2012 until approximately 2022. I have also been a fire warden for many years. I am awaiting my annual training to be re recognised in this role.
Personal Information
A bit about me: Born 01/05/1976. I have two older children 27 years old and 19 years old. Even though they are grown they are still my world.
I enjoy keeping active by engaging in a membership at my local Pilates studio. I attend at least one class every day. That could be a yoga class to a boxing class. I also enjoy the outdoors. I enjoy a surf.
I enjoy a vegan diet, however, do not push my choice on others. It has been an interesting journey learning all about this way of eating.
Timeline
Child Support Unit
Centrelink
07.2019
Family assistance processing
Centrelink
07.2018 - 07.2019
Assessing early release of superannuation under companionate grounds claims
Centrelink
01.2016 - 06.2018
Permanent role
Centrelink
03.2007 - Current
Centrelink call centre employee
Hoban recruitment centre
11.2006 - 02.2007
High School Diploma -
Catholic Regoinal College
Similar Profiles
Koot (Sarah) GarangKoot (Sarah) Garang
CUSTOMER SERVICE SUBJECT MATTER EXPERT at CentrelinkCUSTOMER SERVICE SUBJECT MATTER EXPERT at Centrelink
Sandy BysterSandy Byster
Live-In Carer at CentrelinkLive-In Carer at Centrelink
Sebastian Fitzpatrick-FullerSebastian Fitzpatrick-Fuller
Centrelink Customer Service Provider at CentrelinkCentrelink Customer Service Provider at Centrelink