Janet Rouget
Griffin,QLD
Summary
Dependable worker with knowledge of customer service, data entry, and records management. Highly organized and self-motivated, with excellent communication and interpersonal skills. Demonstrated ability to prioritize tasks and meet deadlines.
Detail-oriented professional with experience in records management, Microsoft Office, and customer service. Frequently praised as hard-working by peers, I can be relied upon to help your team achieve its goals.
Highly organized and detail-oriented worker, with a drive to exceed expectations. Ability to analyze data, develop strategies, and provide solutions to complex problems.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Document Examination Officer
DXC Technology
09.2021 - Current
- Responsible for inbound home loan and commercial lending applications ensuring all documents are presented and correct
- Liaising both with internal and external stakeholders
- Ability to be a quick learner as policies change and able to multitask using multi systems at the same time
- Also experienced in settlement and post settlement finalization
- Currently fulfilling internal funding role which includes documentation examination through to settlement and funding.
Customer Service Agent
CMA
12.2020 - 07.2021
- Inbound call centre position for a payment collection agency.
Payment Analyst Officer
NDIS
01.2020 - 06.2020
- Federal Government role under contract as APS 5, working in the finance team accessing, analyzing and processing NDIS claims and payments for Plan Managers and Provider on behalf of NDIA.
Customer Service Agent
Tabcorp
08.2019 - 11.2019
- Inbound call centre position for Tabcorp on a casual contact for the Spring racing carnival taking approximately 50 plus calls per hour for online betting accounts.
Accident Management Officer
Australian Accident Management Commercial
12.2017 - 06.2019
- Responsible for providing support to the Accident Management team for booking new assessments, following up the pended assessments and assisting with inbound telephone enquiries, reporting and documentation support along with supporting the Assessing teams in each state
- Other responsibilities include data entry for new assessments, contacting clients, insured customers, repairers and brokers to organise the time and location of assessments.
Blue Care, Contact Centre Service
04.2017 - 12.2017
- Responsible for inbound calls regarding general enquiries and new admissions
- Inquiries are received from My Aged Care, other providers, Blue Care Community Centres as well the general public
- I have also worked within the My Aged Care Blue Care processing team responsible for accepting and processing service referral for aged clients as well as disability persons, and Department of Veteran Affairs
- Within this role we are also required to meet all KPIs as well as work as part of a team.
Contact Centre Service/Resolution Consultant
Bupa Health Insurance
01.2015 - 04.2017
- Responsible for inbound calls regarding general health insurance inquiries and providing accurate, professional and courteous information to customers and relevant 3rd parties as required
- As a resolution consultant, additional responsibilities include, resolving complex customer issues, payment issues, hospital admissions, auxiliary and doctor’s claims
- Adhere to all call centre expectations and understand and meet or exceed the key performance indicator benchmarks
- I am also regularly offered temporary internal positions with both webchat and digital teams and have just finished a 6 months temporary full position in our webchat sales team as a result of my high customer feedback based on my outstanding customer services skills.
Customer Service Agent/Tracing Officer/Team
DHL Express
10.2010 - 12.2014
- Responsible for inbound calls for shipments and bookings both within Australia and overseas
- Also worked in Shipment Tracing responsible for tracking and locating lost shipments
- Also required to adhere to all call centre KPIs
- As a 2IC was responsible for ensuring team stats are accurate, individual coaching and monitoring of individual KPIs
- Also undertook the additional role of call centre call quality officer, responsible for looking after any detractors and following up any areas for improvements within the business as well as complaints/compliments for our customer base
- Please note only the last 10 years have been listed
- Me contact me if you require further details about my past work roles.
Education
Certificate III in Customer Services -
TAFE Brisbane
2011
Certificate IV in Financial Services -
TAFE Brisbane
2007
Bachelor of Business - Human Resources Development
Griffith University
Bachelor of Business -
Train The Trainer
Internal Course
Sydney1998
Training And Development And Officer Manager
Department of Defence
Sydney1993
Legal And Paralegal Studies
Hurstville Business College
Hurstville, NSW1993
Skills
- Compliance Controls
- Special Projects
- Business Process
- Requirements Management
- Accounts Payable and Accounts Receivable
- Interoffice Correspondence
- Data Accuracy
- Microsoft Excel
- Customer Service
- Database Administration
Certification
Certificate III in Financial Services
Tier II in FSR
The Financial Transaction Reports (FTR) Act 1988 Training
Code of Banking Practice
Code of Banking Practice – Lending
Consumer Credit Training
Fraud Awareness Training
Certificate IV Telecommunications
Diploma in Legal Studies
Advance Certificate in Microsoft Word and PowerPoint
Certificate IV -Trainer
6
Timeline
Document Examination Officer
DXC Technology
09.2021 - Current
Customer Service Agent
CMA
12.2020 - 07.2021
Payment Analyst Officer
NDIS
01.2020 - 06.2020
Customer Service Agent
Tabcorp
08.2019 - 11.2019
Accident Management Officer
Australian Accident Management Commercial
12.2017 - 06.2019
Blue Care, Contact Centre Service
04.2017 - 12.2017
Contact Centre Service/Resolution Consultant
Bupa Health Insurance
01.2015 - 04.2017
Customer Service Agent/Tracing Officer/Team
DHL Express
10.2010 - 12.2014
Certificate III in Customer Services -
TAFE Brisbane
Certificate IV in Financial Services -
TAFE Brisbane
Bachelor of Business - Human Resources Development
Griffith University
Bachelor of Business -
Train The Trainer
Internal Course
Training And Development And Officer Manager
Department of Defence
Legal And Paralegal Studies
Hurstville Business College
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