Jakob Barnett
Geebung,QLD
Summary
Driven and resilient professional with a proven track record at Medicare, adept in handling high-volume call center operations and excelling in client relationship building. Demonstrates a strong technology mindset and exceptional time management skills, ensuring efficient resolution of complex claims and fostering significant stakeholder rapport.
Overview
2
2
years of professional experience
Work History
APS3 Servicer Delivery Officer
Medicare
02.2021 - 02.2023
- High volume fast-paced Inbound & Outbound Call Centre for Processing & Supporting Key Responsibilities
• 1st Point of Contact for all customer queries (including Level 1 Helpdesk/ Troubleshooting)
- Process online newborn enrolments (manual and digital)
- Build strong relationships and rapport with clientele/customer, medical fraternity (Doctors, Specialist, Nurses, etec) and 3rd party Government Departments
- Maintain & update information across all popular and proprietary/inhouse CDMS.
APS4 Service Officer (Essential Services)
Services Australia
08.2021 - 01.2022
• Investigate and resolve claims via government legislation whether to reject or grant claims.
• Liaise with senior stakeholder/SMEs to resolve large and complex claims.
• Build strong relationships and rapport with external government agencies to seek an outcome/resolution.
• Multi-task long claim cycles via delegation and group participation.
• Maintain & update confidential & sensitive digital information across all proprietary/inhouse CRMs (paperless databases)
• Provide feedback for appropriate updates in accordance with legislation and guidelines (governance)
Education
High School Diploma -
Saint Patrick's College
Shorncliffe, QLD12.2020
Skills
- Call center experience
- Client Relationship Building
- Escalation management
- Complaint Handling
- Customer centric professional (Strong People Skills)
- Ability to build strong rapport and maintain long-term relationships
- Positive Attitude (”Can-do Attitude”) & aptitude
- Determine & Resilient (take charge in pressure situations)
- Self-Starter
- Technology mindset
- Strong time management and organisation skill (including Multitasking)
Timeline
APS4 Service Officer (Essential Services)
Services Australia
08.2021 - 01.2022
APS3 Servicer Delivery Officer
Medicare
02.2021 - 02.2023
High School Diploma -
Saint Patrick's College
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