Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Joe Romeo

Adelaide,SA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to efficiently analyse data and improve business processes.

Overview

4
4
years of professional experience

Work History

Technical Support Officer

Services Australia
03.2021 - Current
  • Researched and identified solutions to technical issues.
  • Monitored system performance to identify potential issues.
  • Offered assistance in implementing and developing training programs.
  • Provided feedback on current operational messaging and site-wide procedures.

Quality Management Officer

Services Australia
03.2021 - Current
  • Wrote detailed reports for use in quality assurance investigations.
  • Participated in training sessions to improve skills and learn new policies and procedures.
  • Provided feedback and training for individual staff.
  • Analyse program data to identify risks and trends.

Customer Service Officer

Services Australia
03.2020 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls to answer questions about payment streams.
  • Completed data entry to record call notes, suggestions and questions.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Participated in and coordinated pilot programs to test new service delivery programs.
  • Collated data on pilot programs and report data findings to stakeholders.
  • Provide one-on-one support and training to service officers.

Education

St Paul's College
Adelaide, SA
11.2015

Skills

  • Time management
  • Interpersonal skills
  • Training and mentoring
  • Network troubleshooting
  • Attention to detail
  • Escalation handling
  • Customer service orientation
  • Team collaboration
  • Data analysis
  • Performance monitoring
  • Technical expertise

Accomplishments

  • Collaborated with team of 10 in the development of Jobseeker Participation Interview program.
  • Coordinated daily 'stand-up' meetings for a team of 16 staff.
  • Received formal staff compliment for technical assistance provided to new trainees.
  • Nominated and successfully elected to be the Performance and Quality representative.
  • Received Certificate of Appreciation in recognition for my contributions as a Technical Peer Support officer during the Peak Demand for the Covid-19 Response.
  • Nominated for Business Excellence in the South Australia Smart Centre Awards and Recognition.

Timeline

Technical Support Officer

Services Australia
03.2021 - Current

Quality Management Officer

Services Australia
03.2021 - Current

Customer Service Officer

Services Australia
03.2020 - Current

St Paul's College

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Joe Romeo