Jacki Hartmann
Brighton,Australia
Summary
Results-driven professional with a proven track record in the Australian Public Service, specialising in client advocacy and innovative problem-solving. Demonstrated ability to identify improvement opportunities that enhance service delivery and meet diverse needs. Core competencies include customer service, multitasking, and time management, all contributing to a team-oriented environment focused on promoting healthy lifestyle choices. Committed to ensuring positive and supportive experiences for every participant.
Overview
27
27
years of professional experience
Work History
APS 4 Planner
National Disability Insurance Agency
National Planning Support Team, Queensland
06.2024 - Current
- Facilitate information collection from participants and planning partners through varied communication channels.
- Make funding decisions compliant with policies, guidance, and legislation to enhance participant plans.
- Collaborate with participants and representatives to determine existing and future support needs.
- Coordinate with key stakeholders to ensure service delivery to participants.
- Resolving issues and complaints in relation to participant plans. Completing administrative and data entry tasks related to participants.
- Contributing to the achievement of key performance indicators, including planning targets.
Customer Service Officer
Department of Human Services Centrelink and Child Support
Brisbane, Queensland
12.2008 - 12.2016
- Guided customers in accessing and navigating various payment systems, programs, and services.
- Promoted and referred customers to department's digital and self-managed services.
- Resolved complex customer inquiries and escalated where appropriate through formal channels.
- Assessed customers' needs, requirements, entitlements, and obligations.
- Determined claims and facilitated payments to customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Advised customers on legislation, policy, procedures, payments, and services administered by the department.
- Provided customer service support at the initial point of contact through to resolution.
- Identified and prioritised customers who were potentially vulnerable, in distress, or who had accessibility issues, and made appropriate referrals.
- Collaborated with a team of service officers to ensure accurate delivery of services.
- Recommended actionable solutions and provided advisory assistance to improve workflows through system testing.
- Conducted quality checks while verifying alignment with legislation.
- Engaged in pilot business programs through process and functional changes.
Office Administrator, Bookkeeper, Fundraising and Public Relations Coordinator
Self Employed
05.2007 - 11.2008
- Accounts payable and receivable using MYOB
- BAS statements
- Superannuation payments
- Formatting and Preparing documents
- Office Administration.
- Grant Writing
- Events Coordination
- Marketing and Fundraising
- After completing Certificate IV in Business Management (Small Business), I consulted as a self-employed office administrator, bookkeeper, trainer, and fundraising and public relations coordinator.
- I was privileged to secure a contract with Life Education Bundaberg, a number of clients whom I set up and trained in bookkeeping and MYOB, and an administration contract with Bundaberg Community Development Inc.
Customer Service Officer
Salmat
Bundaberg, Q
04.2003 - 03.2006
- Answered inbound Telstra billing inquiries, offered solutions, and upsold Telstra products.
- I had an excellent rapport with customers and was highly praised for exceptional customer service.
- Continually exceeded sales targets and key performance indicators.
Receptionist
Central Queensland University
Bundaberg, Q
01.2002 - 09.2002
- Responsible for all office operations and procedures.
- Management of a multiple-line phone system, providing fast, efficient, and confidential services for students.
- Assisting students in researching suitable courses using the Internet.
- Customer service, efficient redirection of students to the Sub-Dean.
- Organizing appointments and maintenance of a diary system for the Sub Dean.
- Conveying important messages to faculty and staff.
- Word processing, desktop publishing, and altering PowerPoint presentations.
- Providing an efficient filing system, both manual and electronic.
- Attending to mail, photocopying, faxing, laminating, and preparing documents.
- Checking the accuracy of forms of a legislative nature, for example, 'drop/add forms.'
- Furnishing lists (students across the Bundaberg Campus as required).
- Making signs and issuing memos.
- Ordering of Stationery and Sundries.
Receptionist / Administration
Sarina Russo Job Access
Bundaberg, Q
09.2001 - 03.2002
- Front reception duties, answering enquiries from jobseekers while being responsible for all incoming calls on a multiple Telstra telephone system
- Conveying important messages to staff
- Preparation of training room and audiovisual equipment
- Assisting jobseekers with the use of computers and office equipment
- Data entry
Rural Registrations Clerk
CHR Employment Services
Bundaberg, Q
08.2000 - 05.2001
- Handling office operations and procedures for a leading employment agency
- Use of Jobmax database networked with Commonwealth Employment Services, Word, Email and Internet
- Management of a multiple line telephone system, providing fast, efficient and confidential service to both clients and jobseekers
- Liaison with Employers
- Interviewing and selecting suitable candidates for rural work
- Organising Workplace Health and Safety Sessions for rural positions
- Conveying important messages to staff
- Preparation of training room and audiovisual equipment
- Assisting jobseekers with the use of computers and office equipment
- Data entry
Non Ongoing Customer Service Officer
Centrelink
Bundaberg, Q
11.1997 - 06.2000
- Demonstrated excellence in customer service, problem-solving skills, team skills, and organizational skills, especially during high-demand times and at team meetings.
- Displayed professionalism and time efficiency in day-to-day operations mostly dealing with disadvantaged, the unemployed and students
- I have shown attention to detail and have been commended for the feedback received from customers.
- Employed as an ASO1, and after performing my duties beyond expectations, I was placed in higher duties at an ASO3 level, working within the Employment Services Team.
- Key responsibilities included attending to requested callbacks and calls transferred from a national call center.
- The position required a detailed understanding of the Social Security Act, associated government legislation, and an ability to apply it to decision-making.
- Reviewing decisions upon appeal, and preparing paperwork for the Area Review Officer.
- Liaison with employers and medical personnel.
- Data matching.
- Interviewing Employment Services customers.
- New claim interviews and processing.
- Reception duties, walk-in inquiries, and issuing early payments.
- Advising on the most suitable payments.
- Payment calculations using a computerised calculator.
- Operation of a computer using a complex national database, Microsoft Office, including Word, Explorer, and Email.
- Filing and mail.
Education
Certificate IV - Business Management (Small Business)
Sarina Russo
Bundaberg, QLD11-2007
Certificate IV - Workplace and Assessment and Training
Queensland Tafe
Bundaberg, QLD11-2006
Skills for Tertiary Education Preparatory Studies (STEPS) -
Central Queensland University
Bundaberg, QLD10-2004
Certificate III - Telecommunications (Call Centre)
Workforce Training & Development
Bundaberg, QLD03-2004
Skills
- Outstanding ability to strive for and achieve success in challenging, new situations
- Highly developed team, interpersonal, and intrapersonal skills
- Consistently able to deliver superior results within necessary time frames
- Highly developed creativity and a flair for identifying opportunities for improvement and/or change
- Considerate of the needs and aspirations of a diverse range of people
- Demonstrated Initiative
- Client advocacy
- Goal setting and planning
- Effective Verbal Communication
- Family liaison
- Disability services
- Creative thinking
- Healthy Lifestyle Understanding
Hobbies and Interests
- Fashion Design and Sewing
- Art and Craft
Volunteer Experience
- Vice President Ladies Auxiliary, Nudgee College
- Secretary, Sustaina Bundy
- Library Coordinator, Bundaberg Organic Gardeners
- Queensland Health Lighten Up Facilitator
- Lifeline Telephone Counsellor
- St Patrick's Catholic School Board Member
- Bundaberg Junior Touch Committee Member
- Classroom Support, Tuckshop Duties, St Patrick's Catholic School
- Support a Reader Inservice
- Vice President Parents and Friends, St Patrick's Catholic School
- Committee Member, Family Birthing Program, Bundaberg Women's Unit
- Community Educator, Australia's Breastfeeding Association
- Qualified Breastfeeding Counsellor, Australia's Breastfeeding Association
References
References available upon request.
Timeline
APS 4 Planner
National Disability Insurance Agency
06.2024 - Current
Customer Service Officer
Department of Human Services Centrelink and Child Support
12.2008 - 12.2016
Office Administrator, Bookkeeper, Fundraising and Public Relations Coordinator
Self Employed
05.2007 - 11.2008
Customer Service Officer
Salmat
04.2003 - 03.2006
Receptionist
Central Queensland University
01.2002 - 09.2002
Receptionist / Administration
Sarina Russo Job Access
09.2001 - 03.2002
Rural Registrations Clerk
CHR Employment Services
08.2000 - 05.2001
Non Ongoing Customer Service Officer
Centrelink
11.1997 - 06.2000
Certificate IV - Business Management (Small Business)
Sarina Russo
Certificate IV - Workplace and Assessment and Training
Queensland Tafe
Skills for Tertiary Education Preparatory Studies (STEPS) -
Central Queensland University
Certificate III - Telecommunications (Call Centre)
Workforce Training & Development
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