Janelle Ross

• · Escalating issues that need to be addressed by a higher level with my Team Lead or Manager
• · Allocating and monitoring Travel, Procurement and Customer Service tickets to be actioned
• · Provide support to the Team Lead and other members of the team.
• · Deliver services consistently in a professional and efficient manner.
• · Maintain records in Objective relating to the Pool Vehicles and Local Government Invoices
• · Answering phone calls, emails and live chats and keeping the customer first and foremost by providing the most accurate information in the most professional method.
• · Respond to enquiries – phone, email, live chat, BSC ticket system or directly.
• · Confidently processing transactions accurately and efficiently, referencing the Shared Services knowledge articles to ensure the information is consistent and executed accordingly.
• · Problem solve and provide answers to a multitude of different questions and queries to customers and the team outside our work scope and the right team required.
• · Providing guidance to employees through the process of Equip and completing a travel request in a calm and friendly manner at very stressful times.
• Monthly Goods Receipting, blocking and unblocking payments, checking payments.
• · Providing information as a ‘Subject Matter Expert’ for the new Travel & Expenses SAP Concur
• · Travel Delegate for Sydney Trains non-frontline staff and processing travel requests
• · Providing information required or re-assign tickets, creating a ticket from a phone call or live chat to the correct team or person that can help with the query.
• · Provide updates in the BSC tickets so other members are aware of the status of the ticket.
• · Co-ordinate the monthly detailing for five (5) Pool Vehicles and scheduling maintenance
• · Liaise with FCM staff when following up Travel Requests that need to be processed by FCM
• · Corresponding with Approving Managers when seeking approval of cost involved with travel

· Prepare and initiate daily card printing long-term business needs

· Provide phone support to Service NSW sites, registries, GAC’s and call-centres

· Comprehend and reconcile relevant MIS reports

· Use programs specific to Service NSW inc. DRIVES, Microsoft Office, Onedrive and Salesforce

· Process DRIVES transactions in accordance with policy and procedure

· Actively participate in regular staff meetings

· Ensure all duties are carried out in accordance to the guidelines and policies

· Ensure quality assurance is met for all transactions

· Help implement change to management procedures

· Develop, write and implement new procedures for required tasks

· Assist with the training and coaching of team members in line with policy and procedure

· Develop and analyze reports and data

· Transfer and receive stock to and from other Service NSW sites, registries and Government Agencies

· Order monthly stationery supplies and maintain stock levels

· Reconcile daily administration documents and maintain spreadsheets for information

· File and store electronic and hard copy documents

· Assist with day-to-day operations, including giving support to all co-workers

· Contributing to the process of improving the work environment

· Maintain and service equipment as requested and report maintenance issues as they arise

· Correspond with Service NSW Coordinators and Managers, providing tracking numbers for Express Post and Registered Post requests

• Streamlined call center processes for improved efficiency and reduced wait times.