Jay Millevoy
Mango Hill
Summary
Dynamic professional with extensive experience in client service and administrative roles across notable organisations, such as Queensland Worker Screening, Harm Prevention, and the Regulation Department of Justice.Excelled in in-house systems to enhance operational efficiency. Renowned for exceptional communication skills and a customer-focused approach, significantly improving client satisfaction and team cohesion.
Overview
21
21
years of professional experience
Work History
Client Service Advisor (AO3)
Client Services, Disability Worker Screening
Brisbane CBD
11.2022 - Current
- Maintained accurate records in the Worker Screening Unit’s electronic databases, and complied with departmental record-keeping, privacy, and confidentiality requirements.
- I looked for opportunities to participate in and contribute to internal innovation activities and working groups, to ensure continuous improvement, and the delivery of effective and efficient operations.
- Provided high-quality information and advice to applicants and service providers in a clear and timely way (sometimes urgently, to mitigate client risk) by participating in a telephone roster and responding to a range of incoming email inquiries.
- Undertaken administrative activities according to existing operational guidelines, including data entry and processing, as well as liaising with key stakeholders, such as the Queensland Police Service, Blue Card Services, and other external entities, as required.
- Built and sustained positive relationships through effective communication with team members, clients, and stakeholders by anticipating and being responsive to needs and expectations.
- Undertake other tasks and activities, as requested by the manager, that help deliver the Department’s objectives.
Administration Officer (AO3)
Card Services, Smart Service Queensland (SSQ)
Brisbane CBD
02.2022 - 11.2022
- Maintained and updated information using the Microsoft Office Suite, SAP, CIMS, CHIIP, and TICA databases and software as required.
- Liaised, consulted, and maintained effective relationships with team members, internal and external clients, and other stakeholders.
- Handled confidential information with sensitivity and diplomacy, while remaining calm and composed when assessing and processing Seniors Card and Concessions eligibility to support operational requirements and continuous service delivery.
- Provided quality customer service, which includes data entry, and processing of applications for Seniors and Companion cards.
- Provided a range of administrative services, including mail receipt, distribution, and file management.
- Identified and achieved my own work goals through planning, prioritization, and organization.
Facilities Service Centre Officer (AO3)
Smart Service Queensland (SSQ)
Brisbane CBD
01.2022 - 02.2022
- Provided first-level service desk ICT and facilities support to end users, including high-volume general incidents and service requests.
- I undertook the initial incident diagnosis to either resolve the incident, or to redirect incidents to management or to the appropriate technical support teams.
- Provided on-site facilities support at SSQ’s Brisbane CBD, Zillmere (DCC), and Mt Gravatt sites, including security access management, purchasing of supplies, and Workplace Health & Safety.
- Ensured workplace health and safety awareness to maintain a safe and operationally effective work environment.
Contact Service Officer (AO3)
Smart Service Queensland (SSQ)
Zillmere (DCC)
06.2021 - 01.2022
- Actively participated in and contributed to the good governance and objectives of the department and business unit
- Provided outstanding customer service to various Covid-19 enquires and links into online via Campaign-8 Inbound Service Channels
- Delivered variety of outbound calls to community support services and campaigns, including a service for Vulnerable Queenslanders, Quarantine Compliance and Wellness in Hotel/Home Quarantine
- Maintained own professional development and contributed to the professional development of others
- Shared knowledge and expertise with others to support the ongoing capability development of the team
Customer Service Officer (AO3)
Queensland Building and Construction Commission (QBCC)
Brisbane
01.2021 - 04.2021
- Processed, utilized, collated, and analyzed information utilizing contact center technology, and multiple applications and system databases.
- Provided excellent customer service to all staff of the Commission and external customers, and displayed resilience when engaging with challenging customers.
- Provided information, advised, and serviced through various QBCC Contact Centre channels on building-related matters, including QBCC’s legislation, services, policies, procedures, and product.
- Interpreted and assisted with matters relating to the delivery of QBCC’s legislation and services.
- Maintained knowledge of QBCC’s information and services, and participated in ongoing review, quality assurance, and regular training.
- Achieved team goals by being flexible, adopting a continuous improvement attitude, and engaging in change, along with participation in various contact center initiatives as a member of a team.
Administrative Service Officer
Services Australia
Brisbane
04.2004 - 01.2020
- Ensured data outputs satisfy departmental standards for accuracy, integrity, and timeliness based on quality principles, procedures, and policies.
- Provided exceptional customer service to both internal and external stakeholders.
- Advised and interpreted for customers on legislation, policy, procedure, payments, and services administered by the agency.
- Assessed and processed various customer claims.
- Assessed customer needs, requirements, and entitlements.
- Facilitation of payment to and from customers.
- Exercised appropriate delegations in accordance with legislation and guidelines.
- Actively promoted and referred customers to the agency’s self-managed, and digital services.
- Undertook assessments and liaised with other internal or external professionals to complete assessments or make referrals.
- Understood, responded, and resolved customer inquiries.
- Advised customers in relation to their rights and obligations.
- Prepared departmental correspondence, documents, reports, and presentations.
- Scheduled and coordinated meetings, and appointments.
- Contributed to community engagement activities and attended events as required.
Education
First Aid Certificate -
St John Ambulance Australia
Brisbane, QLD01.2017
Bachelor of Business Management -
Northern Territory University
Darwin, NT01.2001
Skills
- Worker Screening various in-house systems (Worker Screening Portal, Resolve, PRODA)
- Smart Service Queensland (SSQ) has various in-house systems, including Genesys, Customer Record Management (CRM), Work Force Management (WFM), and Interaction Workspace
- Windows 10 and MS Office (Word, Excel, SQL, Power BI, PowerPoint, Teams, Outlook, Edge, Suite)
- Internet and email application platforms
- Knowledge of network devices and other software, as required
- Exceptional communication
- Outbound calling
- Client support
- Customer education
- Payment processing
- Call center experience
- Customer focus
- Time management
- Interpersonal communication
- Issue and complaint resolution
- Customer relations
- Team building
- Verbal and written communication
- Customer service excellence
Accomplishments
- Received the monthly (December 2024) staff award for outstanding customer service in worker screening
- Contributed the end-of-the week stats reporting requirements as requested by the Director, Worker Screening Manager and Senior Staff members
- Established new work practices which led to improvements of continuous workflow that prevented double handling
- Inputted and organised positive work culture within my team by celebrating accomplishments at employee team building programs and highlighting them in employee newsletter or announcements
- Contributed to making the workplace being happy, cheery, focused and logical by maintaining high moral within the workplace
- Successfully implemented a community engagement program with a notable community organisation supported by management by organising various fund-raising events throughout the year
Extracurricular Activities
2022 to 2024 Ekka Stall – Community Engagement Volunteer, Department of Seniors, Disability Services and Aboriginal and Torres Strait Islander Partnerships
Experience: speaking to the public, provided information and answering questions
2022 to 2024 Information (Pop-up) Stands – Community Engagement Volunteer, Department of Seniors, Disability Services and Aboriginal and Torres Strait Islander Partnerships information stands
Experience: speaking to the public, provided information and answering questions
2018 Commonwealth Games Community Engagement Volunteer (Game Shapers)
Experience: facilitated events, provided information, speaking to the public and answering questions and ensured athletes, spectators, media and other key stakeholders have a memorable Games experience
Roles And Responsibilities
- Contributed to the functional area responsible for Worker Screening
- Attained daily, weekly and monthly targets specified by the process
- Adhered to the schedule as prescribed by the management
- Provided data reporting requirements as requested by the management
Personal Qualities
- Excellent communication and peoples’ skills
- Excellent interpersonal skills
- Attention to detail
- Proactive and positive mindset
- Client focused skills
References
Steven Archie
A/Manager, Client Services, Disability Worker Screening
Queensland Worker Screening Services, Harm Prevention and Regulation
Department of Justice
P: (07) 3097 8791
E Steven.Archie@workerscreening.qld.gov.au
Jody Skeen
Community Engagement Officer
Queensland Worker Screening, Harm Prevention and Regulation
Department of Justice
Level 12, 53 Albert Street, Brisbane 4000
P: (07) 30978782 M: 0457215226
E Jody.Skeen@workerscreening.qld.gov.au
Timeline
Client Service Advisor (AO3)
Client Services, Disability Worker Screening
11.2022 - Current
Administration Officer (AO3)
Card Services, Smart Service Queensland (SSQ)
02.2022 - 11.2022
Facilities Service Centre Officer (AO3)
Smart Service Queensland (SSQ)
01.2022 - 02.2022
Contact Service Officer (AO3)
Smart Service Queensland (SSQ)
06.2021 - 01.2022
Customer Service Officer (AO3)
Queensland Building and Construction Commission (QBCC)
01.2021 - 04.2021
Administrative Service Officer
Services Australia
04.2004 - 01.2020
First Aid Certificate -
St John Ambulance Australia
Bachelor of Business Management -
Northern Territory University
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