Jennifer David
Bonnyrigg Heights,NSW
Summary
With over 25 years of experience in customer service, administration and accounts management across a diverse range of Government, Utility, and Service Industries, I am an experienced professional with a diverse skill-set and proven track-record of exceeding customer expectations and meeting key deadlines in all aspects including project work I have completed. I am known as being a strong communicator, reliable operator, team-player, and a versatile Administrative Officer. The administrative roles combined with my customer service experience reflects that I have worked consistently and achieved a high degree of customer satisfaction on all performance measures with internal and external stakeholders. My strengths are coordination, administration, relationship management, research, project management and critical problem solving. At this point in my career, I am looking to use my exceptional administration skills incorporated with my exceptional customer service skills to work in a more senior role that enables me to utilise my experience, while broadening my skillset and taking on new career challenges.
Overview
28
28
years of professional experience
Work History
Customer Contact Officer
Cumberland City Council
04.2024 - Current
- Providing front line customer service to external and internal customers over the telephone, in person, writing and online including the provision of information, processing applications and requests for service, production of certificates and cashiering.
- Record and maintain customer data and requests in Technology One CRM.
- Maintaining current knowledge of the Council's products, services and activities.
- Providing the primary link between the Council's service units and their customers Identifying and implementing service enhancement strategies and improvements to the Manager Customer Experience.
- Ability to work across all current and future service centres.
- Recording statistical information regarding types of enquiries received and referrals to other Council officers.
- Provide first level customer contact including difficult enquiries and dispute resolution.
- Maintaining and enhancing the Council's corporate image in accordance with Council's values.
- Participating in regular team meetings including identifying and rectifying procedural problems.
- Experience in managing Electronic Funds Transfers for payments.
Assessment Officer
Department of Energy, Climate Change the Environment and Water
08.2023 - 04.2024
- Provide high level, professional and empathetic customer service, this includes the task of assessing NSW residents for the Energy Accounts Payment Assistance vouchers, to help with paying their energy bills
- Contact customers and respond to email enquiries in a outbound call centre environment within a timely manner.
- Facilitate the resolution of customer complaints.
- Educate customers on legislation, procedures, their rights and responsibilities.
- Capture, process and lodge customer information into Freshdesk CRM.
- Liaise with external customers including energy retailers to assist customers.
- Processing customer assistance vouchers.
- Records and database management, ensuring high integrity, accuracy and confidentiality.
- Provide training and buddying to new starters.
- Adhere to Contact Centre daily and monthly KPI's.
- Maintained knowledge of policies and procedures.
Customer Service Representative - SAP HR
Department of Education
02.2023 - 08.2023
- Worked on a short term assignment with EdConnect.
- Ability to deliver high quality customer service, through strong customer engagement.
- Handle customer enquiries promptly and courteously while maintaining confidentiality and using discretion in the performance of all duties.
- Identify, refer and assign non-standard and more complex enquiries to a Centre of Expertise for action and resolution.
- Maintaining currency in knowledge of policy, legislation and related business processes to efficiently and effectively respond to customer needs.
- Maintaining accurate data records in a customer management system to ensure that customer enquiries are dealt with in a timely manner.
- Ability to confidently use multiple technology platforms and databases including SAP HR.
- Adhere to and meet Contact Centre KPI's on a daily and monthly basis
Customer Concierge Officer
Service NSW
12.2020 - 02.2023
- Provide a high level of customer service, answering customer questions, solving their problems and diffusing any conflict, when required.
- Review and assess grant applications for a range of government grant programs.
- Undertake research to support complex customer queries and ensure high-quality information and feedback.
- Work with a diverse range of customer relational databases and government databases, Salesforce Classic, Salesforce Lightning, Unify and Resilience NSW programs to enter, query and update customer information.
- Developed a detailed understanding of all Government policies and procedures relevant to the services of each department I engaged with.
- Work as part of a team to ensure clear responsibilities and teamwork in order to meet team targets.
- Support and mentor new and junior staff to learn effective customer service approaches and understand the relevant policies and procedures.
Savings Specialist
- Managed and provided information on more than 70 government rebates and vouchers available to support the community and business in NSW.
- Undertook service appointments with customers.j
- Researched different programs available and understand them in depth, to provide effective support to customers during appointments.
- Undertook training on Savings Finder and diverse services available to customers including completing application forms.
- Tracked customer feedback and outcomes in a customer database.
- Worked as part of a team to share the workload and ensure that all appointments are effectively resourced.
- Reported to team management on appointment progress and escalate any issues that could not be resolved.
Northern Rivers NSW Floods 2022
- Managed inbound calls from flood affected customers, providing information on available support services.
- Complete the Disaster Assistance Finder check for customers to help them understand which assistance zones they were located in.
- Managed calls from customers in severe financial hardship and requiring assistance.
- Provide assistance to customers needing access to Emergency housing.
- Liaised and triaged impacted residents to the SES, Link to Home and Resilience NSW.
- Processed emergency food hampers through Resilience NSW.
- Provided information regarding the interest in Temporary housing for residents impacted by the floods.
- Assisted with and completed numerous forms for financial assistance such as government grants.
Covid 19 Customer Support
- Handled Inbound/Outbound calls for the Covid 19 Campaign, increasing awareness about Covid 19 in the community.
- Manage Inbound calls for the Regional Senior's Travel Card, answering customer questions, processing applications for the card and dealing with any card issues for customers.
- Undertook training and built experience in the use of a range of CRM and data analytics software, including Salesforce Classic, Salesforce Lightning, Unify, Qualtrics and all relevant Government Websites and Databases, particularly Wellbeing Connect.
- Built detailed knowledge of a range of Government Voucher Schemes to ensure high-quality customer service, including the 'Dine and Discover Voucher Scheme, Parents NSW Voucher Scheme and Stay NSW Voucher Schemes.
- Referred customers to NSW Health and other Government health agencies.
- Provided support to NSW residents in need of Hotel accommodation for Domestic and International arrivals.
National Disability Scheme
- Provided aged care and home care workers, delivering support or services under the NDIS are required to have a worker screening clearance.
- This includes an application process, payment of fees, proof of identity, assessment of applications, approvals, updates and notifications.
- Manage incoming and outgoing calls with customers, answering all enquiries, and providing support with the application form.
- Undertake training on the NDIS program, including all services associated with the program.
- Manage fee payment and reporting.
- Track applicants and details in a customer database.
DEPARTMENT OF EDUCATION - Privacy Breach Hotline
- Offered the opportunity to work with the Department of Education Cyber Incident Hotline on a short term assignment.
- Provide support for customers that have been affected by cyber incidents, providing information on how to manage the situation, and referring customers to the ID Care advisory program.
- Undertake complaints handling and escalations in relation to privacy breaches.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Liaised with the Australian Cyber Security Centre (ACSC) on matters relating to impacted customers.
Office Manager
Miceli Pty Ltd
02.2015 - 07.2020
- Responsible for reconciliation of all transactions and end of month processing.
- Accounts payable, accounts receivable, cashflow and reports.
- Managed the CRM database to ensure up-to-date customer information.
- Processed invoices for accounts receivable and handling payments for accounts payable.
- Tracked cashflow to ensure that there were no issues requiring escalation.
- Maintained all compliance registers and insurances for the company.
- Managed office supplies, petty cash, and expense claims for the company.
Business Support /Customer & Community Relations Officer
Sydney Water Corporation
04.2005 - 08.2014
- Worked as part of a team to manage customer accounts for water supply and sewerage to residential and commercial customers across Sydney.
- Built, leveraged and shared positive relationships and partnerships with various external and internal stakeholders.
- Managed any updates to the customer databases, such as customer detail changes.
- Provided assistance to builders in relation to requirements and location for new water and sewer connections
- Handled all incoming mail and faxes, sorting and delivering to the required party.
- Provided administrative assistance to numerous departments within the Business Support Services, as required.
- Managed emergency service calls related to main breaks and other Sydney Water related infrastructure.
Priority Sewerage Program
- Arranged appointments with residents, providing them with information and advice on the Priority Sewerage Programs for Glossodia, Freemans Reach and Wilberforce as well as Appin and Wilton.
- Project consisted of John Holland, United KG, Manidis Roberts Consulting and Sydney Water.
- Maintained and worked closely with internal and external stakeholders across all aspects of both projects.
- Managed customer enquiries either over the phone or face to face.
- Coordinated and managed property restorations on public land and private properties.
- Developed presentations and updated fact sheets.
- Coordinated with colleagues to produce a monthly newsletter providing information and updates on both projects for all residents.
- Maintained numerous databases with sensitive information.
- Actively participated in networking events to expand connections within the local community.
- Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.
- Contributed to a positive work environment by maintaining open lines of communication with colleagues, sharing best practices, and collaborating on initiatives aimed at enhancing team performance.
BUSINESS ADMINISTRATION - Service Delivery Division
- Worked as an integral part of a new centralised purchasing team that managed all purchasing for Sydney Water.
- Streamlined internal communications by creating clear channels for information sharing among team members.
- Managed major accounts, providing high-quality relationship management.
- Provided IT support for the purchasing team
- Provided business and administrative support to Maintenance Depot staff.
- Managed all Sewer Choke claims from plumbers.
- Created service requests and purchase orders to internal and external stakeholders this including local councils.
- Worked across several different departments, as an administrative officer.
- Worked across several different departments, as an administrative officer
- Created reports monthly for the Maintenance Engineering Division and Sewer Choke Claims team.
- Knowledge of Trim and other government systems including Outlook, Excel, Word and Power Point.
- Delivered high-quality results under tight deadlines through effective prioritisation of urgent tasks and efficient workflow management.
- Ensured compliance with state and federal regulations by maintaining thorough documentation of all assessments conducted.
Customer Service Representative
Medibank Private
04.2002 - 12.2004
- Worked in a call centre environment managing customer enquiries and payment claims were the core functions of my role
- Worked with a team environment
- Managed complex claims that require additional research and expert advice to address
- Handled customer escalations where required
- Provided training, assistance and mentoring to new employees
- Assisted with creating new processes and procedures for customer call enquiries
- Maintained knowledge of the Private Health Insurance policies for all health covers.
Customer Service Representative
Health Insurance Commission
01.1997 - 03.2002
- Worked within a customer service environment, managing customer enquiries regarding all aspects of current and past medical history and services
- Managed incoming mail and faxes on a daily basis
- Processed large volumes of Medicare bulking vouchers
- Assessed and processed complex claims that required additional research and expert advice to address
- Provided a diverse range of services to support medical professionals and ancillary providers
- Processed applications for creating identification numbers known as a provider number for doctors as well as ancillary providers
- Assisted with training for new employees, working within a 'buddy' system to support their developing their skills and knowledge.
Education
Diploma in Business Administration -
Liverpool Tafe
Liverpool, NSW07.1993
High School (Year 12) -
Fairvale High School
Fairfield, NSW10.1992
Skills
- Administration
- Conflict Resolution
- Stakeholder Engagement
- Negotiation Skills
- Complaint Handling
- Natural Disaster Support
- Government Policies and Procedures
- Customer relationship management
- Customer Service
- Regulatory Reporting
- Various Government Systems
Eligibletoworkinaustralia
Yes
Personal Information
Highest Education Level: Diploma
Totalyearsofexperience
25
Awards
John Holland Safety Award, 07/2011, Presented to the Priority Sewerage Program (3Towns) for meeting the high standards in managing the project and completing it within a safe working environment.
Timeline
Customer Contact Officer
Cumberland City Council
04.2024 - Current
Assessment Officer
Department of Energy, Climate Change the Environment and Water
08.2023 - 04.2024
Customer Service Representative - SAP HR
Department of Education
02.2023 - 08.2023
Customer Concierge Officer
Service NSW
12.2020 - 02.2023
Office Manager
Miceli Pty Ltd
02.2015 - 07.2020
Business Support /Customer & Community Relations Officer
Sydney Water Corporation
04.2005 - 08.2014
Customer Service Representative
Medibank Private
04.2002 - 12.2004
Customer Service Representative
Health Insurance Commission
01.1997 - 03.2002
Savings Specialist
Northern Rivers NSW Floods 2022
Covid 19 Customer Support
National Disability Scheme
DEPARTMENT OF EDUCATION - Privacy Breach Hotline
Priority Sewerage Program
BUSINESS ADMINISTRATION - Service Delivery Division
Diploma in Business Administration -
Liverpool Tafe
High School (Year 12) -
Fairvale High School
Similar Profiles
ASHTON SIMONSENASHTON SIMONSEN
Swim Centre Lifeguard at Cumberland City CouncilSwim Centre Lifeguard at Cumberland City Council
Noreen AbdulHaiNoreen AbdulHai
Customer Contact Officer at Cumberland city councilCustomer Contact Officer at Cumberland city council
Alberto Torres PĂ©rezAlberto Torres PĂ©rez
Venue and Sales Coordinator at Cumberland city CouncilVenue and Sales Coordinator at Cumberland city Council