Jasmine Riar
Dayton,WA
Summary
Highly motivated and experienced working with people and public services, looking forward for a challenging new career opportunity. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Committed individual with a disciplined approach, excellent interpersonal skills and a strong knowledge of APS values and experience taking decisions under legislation.
Overview
5
5
years of professional experience
Work History
Biosecurity Officer
Client Contact Group (CCG)
07.2022 - Current
- Working as Tier 2 with Biosecurity Portal team
- Responding to a range of client enquiries via telephone and email and processing inspection booking requests
- Providing accurate and timely advice on biosecurity matters to stakeholders/clients and senior managers
- Identifying trends in biosecurity risks and escalated these to assist in targeting intelligence and risk-based activities
- Managing, modelling, and monitoring compliance with appropriate standards of behavior in line with departmental expectations and including the APS code of conduct and values
- Promoting and complying with departmental WHS and rehabilitation policies and guidelines and being alert for and reporting risks to local management and WHS
- Promoting the digital booking system (Biosecurity Portal Team) with brokers and resolving the technical issues faced by clients and escalating the complex issues that require further investigation.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Built excellent rapport and working relationship with community to build trust and improve upon communication.
- Recorded facts to prepare reports documenting incidents and activities.
Program Support Officer
Services Australia
08.2021 - 07.2022
- Acted as a Program Support Officer (APS4) with Australian Immunization Register (AIR)
- Assisted Service Officers with technical support in AIR duties
- Undertook quality control work to ensure accuracy in updates
- Provided feedback to Service Officers through staff feedback tool to guide them with useful links and important information relevant to enquiries
- Promoted and contributed to a safe and supportive work environment for other PSOs
- Responded in a positive and flexible manner to change and uncertainty
- Shared information with others and assisting them to adapt
- Recognized the positive benefits that can be gained from diversity
- Encouraged the exploration of diverse views and harnessing the benefits of such views
- Recognized the different working styles of individuals, and factors this into the management of people and tasks
- Coordinated and tailored assistance for customers facing significant disadvantage or multiple barriers
- Identified opportunities for business and process improvement, offering solutions to the local leadership team and supporting change
- Provided on-the-job support and training to other service officers to deliver services, and supporting their development
- Actively promoted, demonstrated, and, where appropriate, referred customers to the agency's self-managed and digital services
- Provided advice, procedural guidance, and checked the work quality for other service officers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
APS3
Services Australia
04.2020 - 07.2022
- Provided specialized services for both customers and medical providers with a heavy focus on providing exceptional service delivery, striving to resolve enquiries at first point of contact displaying empathy and willingness to help
- Took the opportunity to build customers' digital capability to help them self-serve wherever possible, assisting them in setting up online access
- Undertook assessment and quality assurance activities to process information uploaded both electronically and manually by providers to update immunization records according to the Australian immunization schedule
- Investigated and corrected discrepancies on customer records and delivering integrated and connected services with Centrelink payments, identified and prioritized vulnerable customers and escalating potential issues to leadership
- Provided assistance in line with guidelines and agency policies and legislation, keeping it simple and transparent for customers to build good relationships with the agency
- Undertook higher duties as facilitating new staff in liaison with the Learning & Development team to acquaint them with expected duties and program policies and technical understanding
- Also, quality checking and providing virtual support to new staff and peers
- Participated in Operational Blueprint (OB) reviews and sending valuable feedback based on experience and discussions with fellow Service officers
- Participated in COVAX project-registration of new providers and assisting them with online services and undertaking project duties as assigned and finishing by the due deadline.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Customer Solutions Specialist
Stellar Asia Pacific
10.2018 - 03.2020
- Dealt directly with customers either by telephone or electronically
- Responded promptly to customer inquiries providing individualized services based on customer circumstances
- Collaborated with other staff and connected with relevant government or community services to deliver the best service offer for the customer
- Obtaining and evaluating all relevant information to handle and effectively resolve inquiries and complaints
- Kept records of customer interactions and transactions
- Supported team members promoting a positive team environment
- Prioritized vulnerable customers and taking decisions within legislative principles and policies
- Adhered to APS values and code of conduct
- Actively engaged and built rapport with diverse people
- Assisted and encouraged self-managed online services
- Appropriately managing customer aggression and taking the opportunity to convert it into customer satisfaction.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Escalated customer issues to management for appropriate action to be taken.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
Education
Master of Science - AGRICULTURE (HONS.)
GURU NANAK DEV UNIV.
AMRITSAR, PUNJAB ,INDIA08.2006
Bachelor of Science - AGRICULTURE (HONS.)
GURU NANAK DEV UNIV
AMRITSAR,PUNJAB,INDIA08.2004
Skills
- Well-developed Communication skills
- Resilient and flexible to do work odd hours- doing overtime working on weekends and public holidays
- Problem Solving & effectively handling customer complaints and aggression
- Participated in Ongoing Training & Development
- Meet & Exceed Targets & Objectives
- Attended & contributed to team Meetings
- Proven ability to work both independently and contributing as a part of a team
Interests Hobbies
Music, Reading and travel
Key Strengths Attributes
- Committed to professional development and continuous improvement.
- Active, helpful, and contributing team member with outstanding presentation skills.
- Proficient working with diverse range of people of different backgrounds and at different stages of their lives.
- Flexible, adaptable, and diligent with a high level of attention to detail achieving desired results.
- Strong leadership skills with experience in conducting staff training, induction, and supervision.
- Solution orientated with the ability to analyses and resolve problems accurately using an innovative approach.
- Well organized and efficient with exceptional time management and task prioritization skills.
Licenses Held
Current WA C-A
References
Joanna Negus
Assistant Director
0400 007 510
Sean Maggs
Manager
0435 284 918
Languages
English
Native or Bilingual
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Biosecurity Officer
Client Contact Group (CCG)
07.2022 - Current
Program Support Officer
Services Australia
08.2021 - 07.2022
APS3
Services Australia
04.2020 - 07.2022
Customer Solutions Specialist
Stellar Asia Pacific
10.2018 - 03.2020
Master of Science - AGRICULTURE (HONS.)
GURU NANAK DEV UNIV.
Bachelor of Science - AGRICULTURE (HONS.)
GURU NANAK DEV UNIV
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