Summary
Overview
Work History
Education
Skills
Refrences
Timeline
Generic

Joshua Bice

Eaglehawk,VIC

Summary

Motivated Customer Service Officer dedicated to delivering best-in-class customer service. Manages customer calls, emails and face-to-face inquiries to research issues and implement successful solutions. Open and upbeat communicator with team-oriented approach, with a heavy desire to increase and improve Digital/Web-based self service for improved customer experience. I am career orientated and have a strong Pride in the employers I work for.

Overview

6
6
years of professional experience

Work History

Customer Service Officer

Services Australia
3550, VIC
02.2019 - Current
  • Current job, employed as part of Centrelink, a subsection of Services Australia.
  • APS4 Full-time ongoing is base level role.
  • (NOTABLE) I have recently completed a 5-week stint as a fill-in team leader due to sudden absences at APS6 level. During this time, I was responsible for all facets of a team. Leave coding, coaching sessions, scheduling, reporting, and meeting with EL1/2's and higher-level branch executives, management of all individual staff and needs, creation of better methods of staff engagement and disciplinary action along with very tough conversations around leave and role changes. I received significant praise for how well I handled the very fast jump into team leading.
  • I have completed multiple facilitation roles in which I train new or experienced staff in new roles/processes for either 6 or 8 weeks. In this, I am responsible for the management of 10-20 staff day-to-day and their schedules.
  • Throughout this work, I have done many different stints in AGDRP (Australian government disaster payment) and DRA (Disaster recovery allowance). In this role, I have had to handle claims and calls, both outbound and inbound, from customers in disaster situations and follow hourly legislation updates as the situation changed frequently. This is for three different periods, including the 2022 flooding, multiple bushfires, and COVID.
  • As part of disaster period for flooding volunteered to attend Rochester disaster relief Centre an onsite face to face triage Centre to work with the effected locals for payments and services.
  • 5 years of service with Business-as-usual work being completed at an APS4 level in doing MOCA (member of a couple assessments) and SME (subject matter expert) as part of a specialized team responsible for making legislation-based decisions for information provided to make legal determination on customer entitlements subject to potential AAT (Administrative Appeals Tribunal) scrutiny.
  • Currently, I am a subject matter expert (SME) in the Member of a couple division. I work within the appeals space and must contact customers about their appeals, overturn decisions based on legislative reasoning, and investigate and prepare information for ARO (authorized review officers) appeals work items.

Customer Service Officer

Rodger Kings SUPA IGA Eaglehawk
  • Employee, held the position for over 2 years.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Customer Service Officer

Fairley’s Supa IGA Eaglehawk
  • As Fresh produce & Dairy/Freezer attendant held 2 years on part-time contract.
  • spent time as fill in Manager with having to meet stocktake requirements and handle orders for 2 departments.

Produce team support member

Woolworths Supermarket
  • Stocked, rotated and faced products with attention to product quality and expiration dates.
  • Removed expired and overripe items to provide freshest options and eliminate health risks.
  • Greeted customers and offered to help locate produce items.
  • Followed company guidelines for cleaning and sanitizing work surfaces and equipment.
  • Along with being given Management duties on weekends.
  • Had to attend and present at quarterly budget based meeting on behalf of department.

Treasurer & Secretary

Bice Cartage PTY LTD
  • Responsible for filling of tax returns, BAS statements, Communicating with other bussinesses for insurnace and license detials.

Education

12 VCE -

Bendigo Senior Secondary Collage
Vic

Skills

  • Call Center Operations
  • Program Management
  • Data Entry
  • Documentation and Reporting
  • Account Investigation
  • Payment Processing
  • Logistics Coordination
  • Training and Development
  • Employee Development
  • Inbound Call Management
  • Call Documentation
  • Records Maintenance
  • Information Protection
  • Technical Support
  • detailed investigation of records
  • Customer Support

Refrences

  • Jodie David (second most recent Manager at Centrelink) Contact 0490943098
  • Samuel Barber (Long time associate and Co-worker) 0458610606
  • Benjamin Lester (Current Manager at Centrelink) Contact 0407221063

Timeline

Customer Service Officer

Services Australia
02.2019 - Current

Customer Service Officer

Rodger Kings SUPA IGA Eaglehawk

Customer Service Officer

Fairley’s Supa IGA Eaglehawk

Produce team support member

Woolworths Supermarket

Treasurer & Secretary

Bice Cartage PTY LTD

12 VCE -

Bendigo Senior Secondary Collage

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Joshua Bice