Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Isha Maan

Coffs Harbour

Summary

Dedicated professional with a strong background in customer service and fraud prevention, currently seeking to transition into a Fraud Analyst role. At Services Australia, I have played a key role in assisting vulnerable customers and identifying fraudulent activities, ensuring compliance with regulatory standards. I am adept at analyzing complex data, managing sensitive information confidentially, and collaborating effectively with diverse teams. Eager to apply my analytical skills and attention to detail to proactively prevent fraud and contribute to organizational integrity in a dynamic fraud detection environment.

Overview

5
5
years of professional experience

Work History

Customer Service Officer

Services Australia
08.2021 - Current
  • Delivered exceptional frontline service in a high-volume, fast-paced environment, managing a diverse range of inquiries with efficiency and care.
  • Maintained strict confidentiality and privacy when handling personal information, adhering to the APS Code of Conduct and ethical standards.
  • Supported vulnerable and at-risk customers with empathy and patience, tailoring solutions to meet individual needs while upholding policy and procedural integrity.
  • Handled complex and sensitive cases, exercising sound judgment, emotional intelligence, and a calm approach under pressure.
  • Demonstrated adaptability by quickly integrating new processes and system updates, maintaining high performance with minimal supervision.
  • Navigated challenging conversations with professionalism, de-escalating situations and resolving issues through clear communication and active listening.
  • Collaborated with internal departments to ensure seamless service delivery, sharing insights to improve customer outcomes.
  • Upheld a strong commitment to continuous learning and development, staying up to date with evolving policies and service standards.
  • Committed to ongoing personal and professional development, staying current with evolving policies and service standards.

Student Ambassador (COVID Marshall)

Southern Cross University
02.2021 - 06.2021
  • Monitored campus environments with a keen eye for detail, noting patterns and documenting instances that required follow-up.
  • Compiled and refined incident data into clear insights, driving enhancements in operational protocols.
  • Collaborated with cross-functional teams to address challenges promptly, ensuring smooth and efficient campus operations.
  • Translated evolving guidelines into clear, actionable instructions for diverse groups, fostering consistent adherence to standards.
  • Demonstrated analytical rigor and proactive problem-solving by continually refining data collection and communication strategies.
  • Served as liaison between student body and university administration, effectively communicating student concerns and suggestions.

Office Administrator / Assistant Manager

HS Berries
11.2019 - 01.2021
  • Led daily operational management and coordinated cross-functional teams, ensuring seamless communication and efficient workflow in a dynamic farm setting.
  • Directed and supervised field staff during berry harvests, optimizing labor allocation and reinforcing best practices to consistently achieve premium produce quality.
  • Implemented rigorous quality assurance protocols by regularly inspecting berries and ensuring compliance with high industry standards.
  • Leveraged Excel to monitor inventory and manage stock supplies, ensuring accurate, real-time data for strategic decision-making.
  • Oversaw key administrative functions including scheduling, budgeting, and performance evaluations, demonstrating strong leadership, effective communication, and proactive problem-solving to drive team productivity.

Education

Bachelor of Business (Finance & Management)

Queensland University of Technology
Brisbane, QLD
11-2024

Skills

  • Effective Communication
  • Strategic Documentation
  • Risk Assessment & Management
  • Stakeholder Collaboration
  • Data Analysis & Reporting
  • Quality Assurance
  • Problem-Solving & Critical Thinking:
  • Multitasking & Time Management
  • Continuous Learning & Adaptability
  • Records maintenance
  • Service recommendations
  • Information protection

Languages

English
Native or Bilingual
Punjabi
Native or Bilingual

Timeline

Customer Service Officer

Services Australia
08.2021 - Current

Student Ambassador (COVID Marshall)

Southern Cross University
02.2021 - 06.2021

Office Administrator / Assistant Manager

HS Berries
11.2019 - 01.2021

Bachelor of Business (Finance & Management)

Queensland University of Technology

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Isha Maan