Jacki Hartmann
Brighton,QLD
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
28
28
years of professional experience
Work History
APS 4 Planner
National Disability Insurance Agency
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
- Working towards the achievement of key performance indicators, including planning targets
Customer Service Officer
Department of Human Services Centrelink and Child Support
12.2008 - 12.2016
- Guided customer whilst 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 programs
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, several clients whom I set up and trained in bookkeeping and MYOB, and an administration contract with Bundaberg Community Development Inc
Customer Service Officer
Salmat
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
Non-Ongoing Customer Service Officer
Centrelink
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
TAFE Queensland
QLDSkills
- Strong interpersonal skills
- Task prioritization
- Team building and development
- Verbal and written communication
- Decision-making
- Time management
- Goal setting
- Critical thinking
- Public service
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
Non-Ongoing Customer Service Officer
Centrelink
11.1997 - 06.2000
TAFE Queensland
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