Geeti Nik Andish
Summary
Results-driven and highly skilled Project Management Professional and Customer Service Officer with over 5 years of experience in successfully leading and delivering complex, high-impact projects across diverse industries. Expertise in managing the full project lifecycle from concept to completion, including scope definition, resource planning, risk management, and budget control. Proven ability to prioritize competing demands, manage multiple resources, and meet tight deadlines while ensuring alignment with organizational objectives and strategic goals.
Overview
7
7
years of professional experience
Work History
Acting Cybersecurity Analysis
Haymarket McKell Building
06.2024 - 07.2024
- Continuously monitor networks and systems for breaches.
- Detect and respond to security incidents and anomalies.
- Swiftly contain and mitigate security incidents.
- Investigate incidents to determine their root cause.
Customer Service Officer
Service NSW
11.2022 - 01.2024
- Create positive relationships with customers across various channels.
- Provide accurate, effective, and high-quality customer service in line with the Agency’s vision, mission, values, practices, and procedures.
- Ensure optimal service delivery and a positive customer experience.
- Perform administrative activities, including creating and updating records while adhering to privacy requirements and legislative obligations.
Customer Service Representative
Service NSW
05.2022 - 11.2022
- Provide timely, high-quality customer service to customers consistent with Service NSW vision.
- Training, educating, upskilling, and onboarding of new and current team members with Service NSW policies and procedures regarding daily task requirements.
- Acknowledge, resolve, and record customer complaints and escalate any unresolved issues.
- Work in a team and balance competing priorities within a high-volume environment.
Digital Service Representative
Service NSW
07.2020 - 05.2022
- Providing and exceptional customer service experience with genuine care that is flexible with everyone’s needs.
- Promote the adoption of digital services and educate users.
- Develop and maintain a sound knowledge of information resources in the digital space.
- Provide feedback solutions and ideas to help with improvement regarding policy, procedures, and the online public website to make it easier and more friendly to the public.
- Monitoring digital performance in the centre and taking actions to increase adoption and drive usage.
Customer Concierge Operator
Service NSW
01.2020 - 07.2020
- Develop and maintain a thorough knowledge of information resources and Service NSW operating practices and procedures to provide accurate, effective, and high-quality customer service consistent with Service NSW vision, mission, values, and business requirements as assessed by internal quality reviews.
- Provide enquiry resolution for inbound calls either by reference to the Service NSW digital channel, by transfer to a Service NSW specialist or transfer or referral to the appropriate external agency or organisation.
- Escalate unresolved issues through appropriate channels whilst complying with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.
Project Officer
Pak Services
01.2018 - 12.2018
- Assist in the coordination and execution of project tasks, ensuring timelines and quality standards are met.
- Work closely with project managers to track project progress and update stakeholders regularly.
- Develop and maintain strong, collaborative relationships with internal and external stakeholders to ensure project success.
- Manage multiple priorities and demands effectively, adapting to changing project needs.
- Provide support in the development of project documentation, reports, and presentations
- Demonstrate intermediate skills in Microsoft Office, including Excel, Word, and PowerPoint, to create project plans, schedules, and reports.
Education
Diploma of Cyber Security -
Tafe NSW
Diploma of Programming -
Tafe NSW
Advanced Diploma in Management -
Tafe NSW
Diploma of Human Resources -
Tafe NSW
Certificate IV of Project Management -
Tafe NSW
Certificate IV of Community Services -
Tafe NSW
Skills
- Drives Trained
- Unify
- Override Trained
- SAP
- Service NSW Nexa
- Kronos
- Servicenow
- Saleforce
- Genesys Cloud
- CPP
- PSP
- GLS Trained
- Atlassian Cloud
Timeline
Acting Cybersecurity Analysis
Haymarket McKell Building
06.2024 - 07.2024
Customer Service Officer
Service NSW
11.2022 - 01.2024
Customer Service Representative
Service NSW
05.2022 - 11.2022
Digital Service Representative
Service NSW
07.2020 - 05.2022
Customer Concierge Operator
Service NSW
01.2020 - 07.2020
Project Officer
Pak Services
01.2018 - 12.2018
Diploma of Programming -
Tafe NSW
Advanced Diploma in Management -
Tafe NSW
Diploma of Human Resources -
Tafe NSW
Certificate IV of Project Management -
Tafe NSW
Certificate IV of Community Services -
Tafe NSW
Diploma of Cyber Security -
Tafe NSW
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