Gracyn Rodda

I am currently working at NDIA as a APS3 but will be moving onto an APS 4 within my current position as of the 28th April as a Service officer in the National Contact Center. I commenced this role in August of 2024. Throughout my time at the NDIA, I have further developed my skillset in both phone and email support as well as the quality of support and guidance I provide for participants. I have developed excellent email processing skills and learnt how to use new systems. In my time with NDIA I have also gained a strong understanding of the NDIS legislation and how this relates and integrates with our participant’s plans. Prior to joining the NDIA, I had a background in customer and administrative services. I worked for Canon Business services and was part of their contracted team providing Police check services for the Australian Federal Police (AFP). This role involved handling a range of calls which were often complicated and challenging. It was this role that enabled me to develop my confidence in handling challenging calls and being able to keep those type of calls on the right pathway. This experience enables me to manage complex calls at the NDIA. I am able to remain calm, polite and professional even during high stressed calls with our participants. This approach allows me to provide the best help our participants. I am a focused and committed employee who strives to deliver high quality of work. I have an eye for detail and I pride myself on always providing quality work. I am committed to providing a high standard of service and support to our participants, and I am empathetic to their individual situations. Providing participants with excellent customer service and offering suitable solutions to their enquiries is my main objective. I have an aptitude to learn new processes and or/ systems quickly which I have consistently demonstrated since starting at the NDIA. I am comfortable working within a team environment or independently. I am very capable of working in fast paced environments and I bring an upbeat and positive attitude to my workplace taking on things like the delivery of updates at the request of management where I have an strong subject matter knowledge. I am a friendly, respectful and helpful team member, the feedback I have received in my current role will reflect these claims.