Jo O'Bree

Dedicated to a career providing high quality customer service in call centre, face to face retail and childcare environments, I am ideally suited to roles requiring efficiency, accuracy and adaptability. Quick to understand new and complex concepts, I actively pursue opportunities to improve my knowledge and skills to exceed performance benchmarks and deliver reliable outcomes. A positive, calm and patient person, I hold myself to ambitious professional standards and take great pride in my work. With valuable experience contributing to the success of inbound call centre teams, I enjoy supporting a positive and inclusive workplace culture. Committed to process compliance, I am respectful of client needs while performing effectively in highly regulated frameworks. A loyal and reliable employee, I am keen to join an organisation devoted to delivering industry leading service.

Professional childcare educator with proven expertise in nurturing and developing young minds. Strong collaboration skills and consistent ability to adapt to changing needs, ensuring reliable and supportive environment. Proficient in creating engaging educational activities, fostering positive relationships, and maintaining high standards of care and safety. Renowned for achieving results through effective communication and teamwork.

In the past, I have had the honour of being asked to mentor younger Educators and those students on placement.

I was offered the opportunity to be the Health & Safety Officer at Play Patch Early Learning Centre, Bribie Island.

Currently studying Auslan via distance education.

• This level of customer service is testament to the fact that you manage individual customers on their merits. Your concern for excellence has driven you to think 'outside the square'…in the current competitive market, it is fantastic to see that you have provided your very best customer service. Congratulations on this excellent result, Melissa Sellwood, Policy Services Manager, AAMI
• Jo's enthusiasm and ability to motivate and encourage employees has resulted in a significant increase in productivity and teamwork…since Jo's employment she has set a very high standard of work - we are extremely proud to have Jo in our company., Employee of the Month Award, Subway, 2012

• Initially contracted to Smart Service Queensland to take bookings for the Covid-19 Vaccination line, I was quickly upskilled to assist with the ever-increasing demand for enquiries on the Campaign 8 line - such as Border Pass enquiries, Restrictions in movement & gathering as well as Quarantine. This escalated for me to be trained for the Outbound Team in which we made calls to people in Quarantine, both Home & Hotel. There was a high requirement to ensure Compliance and Service standards was met.
• Initially contracted to the ATO to make outbound calls to taxpayers with outstanding returns and no history of contact for more than two years, I successfully gained commitments from clients and re-established engagement with the ATO. Call volume expectations were four calls per hour, however using rapport building, targeted questioning and focused listening I consistently resolved cases at a rate of eight per hour.
• To meet high volume needs of the ATO call centre team I was given responsibility for processing Tax Lodgement deferral requests received from tax agents. Using the ATO's online portals including Seibel and additional web-based resources, I examined client files, lodgement histories and reasons for deferral requests to assess legitimacy and justification. I held responsibility for accurately documenting my decision-making process, authorising requests within my scope and escalating appropriately.
• As evidence of my ability to adapt and learn during periods of rapid change, at short notice I was assigned to the inbound team managing Covid19 enquiries regarding JobKeeper, CashFlow Boost and Early Release of Superannuation. Within 24 hours I was responding to 80 to 100 calls per day, providing reliable information and sensitively handling enquiries from concerned, and at times confused, clients.