Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies
Timeline
Generic

Joanne Tuohy

33 Cygnet Avenue, Blackbutt,NSW

Summary

I am a positive and dedicated professional with extensive experience in leadership and customer service delivery. I have gained a wealth of knowledge over the course of my career with demonstrated leadership capabilities, attention to detail, consistency, and my commitment to excellence are valuable assets I apply for the opportunity to bring to your team.

Overview

21
21
years of professional experience

Work History

Senior Service Officer

Services Australia - Child Support
07.2022 - Current
  • Exceptional customer service and de-escalation skills for customers and staff with complex and sensitive work types and/or behaviour requiring specialist short or long-term management.
  • Thorough knowledge of Child Support legislation, policy and procedure.
  • Responding to solicitors and legal representatives Child Support queries.
  • Excellent communication and time management skills.
  • Leadership in providing support for Service Officers for their own ongoing learning, development and resilience.
  • Technical skills in correcting data integrity errors.
  • Identifying need for referrals, such as Family Relationship Centre, Social Workers, for legal representation.

Service Support Officer

Services Australia - Child Support
02.2021 - 06.2022


  • Leadership and support for Team Leaders and Service Officers to build staff growth, customer service management and delivering.
  • Excellent communication, collaborative, time management and customer service skills.
  • Thorough knowledge of Child Support legislation, policy and procedure.
  • Technical skills to assist Service Officers implementing decisions correctly.
  • Ability to enact the SMART methodology in leadership: Specific, Measurable, Achievable, Realistic and Timely to reach goals.
  • Identifying need for referrals, such as Family Relationship Centres, Social Workers, for legal representation.

Objections Officer

Services Australia - Child Support
06.2009 - 02.2021
  • Exceptional customer service skills and ability to manage appeals to decisions made by Child Support.
  • Thorough knowledge of Child Support legislation, policy and procedure.
  • Excellent communication and time management, with ability to finalise tasks under legislated timelines.
  • Conduct thorough investigations and make evidence-based decisions following appropriate legislation, policy and procedure.
  • Leadership in providing support for Service Officers for their own ongoing learning, development and resilience by feedback.
  • Delivering outcomes and written reports and providing further appeal rights with Administrative Appeals Tribunal (AAT).
  • Identifying need for referrals, such as Family Relationship Centres, Social Workers, for legal representation.

Service Officer

Services Australia - Child Support
04.2005 - 06.2009
  • Excellent communication and customer service skills.
  • Trained knowledge of Child Support legislation, policy and procedure.
  • Computer knowledge in applications.
  • Registration of new child support cases and assessments and collection.
  • Supporting newly separated parents in child support matters.

Service Officer

Department Of Human Services - Centrelink
10.2003 - 03.2005
  • Excellent customer service skills in call centre environment providing information and support to Jobseekers, Youth Allowance, Family Assistance Payments and Disability Pension applicants or recipients.
  • Managing customer contact meeting target KPI's.
  • Making appointments, completing over phone claims, referral's to appropriate services.

Education

Certificate IV in Telecommunications

Certificate III in Business Administration

Kiama High School
High School Certificate

Skills

  • Excellent Service Delivery and Leadership
  • Excellent verbal and written communication skills
  • Knowledge of legislature and how this applies to employment
  • Ability to build strong working relationships
  • Professional and collaborative approach to reaching goals

Accomplishments


  • Presented as winner of Child Support Innovative Solutions Award for developing a national approach to the storage of private and sensitive customer information.
  • Presented as winner for Excellence in Customer Service.
  • Presented as winner for Excellence in Collaborative Team Solutions.

Hobbies

I am an avid reader of fiction who loves spending time with my family and the odd weekend getaway with friends.

Timeline

Senior Service Officer

Services Australia - Child Support
07.2022 - Current

Service Support Officer

Services Australia - Child Support
02.2021 - 06.2022

Objections Officer

Services Australia - Child Support
06.2009 - 02.2021

Service Officer

Services Australia - Child Support
04.2005 - 06.2009

Service Officer

Department Of Human Services - Centrelink
10.2003 - 03.2005

Certificate IV in Telecommunications

Certificate III in Business Administration

Kiama High School

Similar Profiles

CREATE PROFILE
Joanne Tuohy