Justine Boyle
Redbank Plains,Qld
Summary
20 plus years in office administration & customer service covering Government, Non-Government and the private sector working for Telstra. I also have extensive knowledge of broad industries for the above sectors. My experience covers a variety of computer systems and front-end reception through to scheduler, processing officer, mailroom & warehouse. Hardworking, passionate, and strong organizational skills, utilizing interpersonal skills, time management and problem-solving skills. eager to secure entry-level position in any environment. Ready to help team achieve company goals.
Overview
9
9
years of professional experience
Work History
Candidate Experiences Consultant
ADF Careers Adecco
05.2023 - 02.2024
- Overseeing the engagement of candidates throughout the recruitment lifecycle, ensuring each candidate receives an outstanding and personalised experience as they progress through their application to join the Australian Defence Force.
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters
- Interacting with the candidate through inbound and outbound calls, emails, and job boards - complying with established processes, policies, and quality standards always.
- Work across multiple platforms, whilst actively listening and maintaining accurate and thorough journal notes.
- Collaborate with internal and external stakeholders to achieve results and provide the best possible outcome for the candidate.
- Enhanced communication among team members, fostering a collaborative and supportive work environment.
Claims Consultant
Allianz Australia Insurance
12.2021 - 05.2023
- Answering multiple calls throughout the day, assisting all callers with a professional and empathetic mindset.
- Controlling claims costs, process and authorize payments.
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
- Resolve disputes/complaints.
- Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
- Negotiated favourable settlements for clients, maintaining a high success rate in claim resolutions.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Examined claims forms and other records to determine insurance coverage.
Customer Support Specialist
Concentrix / Services Australia (Centrelink)
09.2020 - 11.2020
- Respond to a high-volume incoming call, verify customer identification, enrolling or completing Voice Print, to confirm I give the correct information from the correct record.
- Updated account information to maintain customer records - accommodation, phone numbers, relationship status, allowances and Family Tax Benefit, Verify Documents uploads (payslips, rental agreements, proof identification & Financial documents).
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Payment Benefit: Family & Parenting, Paid Parental Leave (PPL), Dad & Partner Pay (DAP), Single parenting payment (PPS) and Partnered Parenting Payment (PPP).
- Reporting, Suspensions/Cancellations: Income, Rental Assistance and Incorrect or underpaid payments.
Customer Service Agent (Essential Services Officer)
Datacom / Services Australia (Centrelink) COVID-19 Contract
04.2020 - 09.2020
- Respond to a high-volume incoming call, verify customer identification, enrolling or completing Voice Print, to confirm I give the correct information from the correct record.
- Set up myGov accounts, provide Linking Codes and releasing emails.
- Payments, Study & Benefit Extensions: JobSeeker, Youth Allowance and Education (Austudy, Scholarships)
- Suspensions/Cancellations: Income, Rental Assistance and Incorrect or underpaid payments.
- Update details like; Accommodation, Phone & Relationship status, Allowances and Family Tax Benefit, document Certification/Verification
Customer Support: Customer Channels
Queensland Shared Services
12.2018 - 12.2019
- Answering phone and online enquiries, creating Service Now jobs, assigning them to the appropriate team (e.g, Payroll Jag, Establishment or Recruitment).
- Liaising with Second level payroll officers to resolve enquiries, escalate enquiries to internal and external stakeholders,
- Listened to customers' questions and concerns to provide answers or responses.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance. also verify employee's identification to confirm I give out the correct information.
Mail Officer
Queensland Shared Services
09.2018 - 12.2018
- Sorting incoming and outgoing of internal and external mail and assign it to the correct cost codes for processing.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Recording Credit cards and Cheques, recording stats and making up of label and TNT parcels.
- Review incoming mail for proper date, postage, and barcode scans.
- Performed final preparation for outgoing, metered correspondences prior to placement for production.
Administration Officer
Harmonise Civil Construction
08.2015 - 02.2016
- Creating new tickets of work, updating systems of progress and completion, liaising with team leaders on where to send Tickets or work.
- Ensure delivery of the client's operational KPI targets and provide Extension of Time requests. (EOT's),
- Submitting of claims & invoicing.
- Working on Design and Construct (DC) contract, Fibre installs, field Asbuilt, escalations, Dial for you Dig,
- Communicate effectively with internal and external clients to ensure customer expectations, suppliers, and clients.
- Comply with OH&S and quality assurance processes and meet agreed targets.
Program Optimiser
Tandem (formerly known as ISG Management)
05.2015 - 07.2015
- Provide a range of project services for Telstra, increase customer satisfaction with improvements in core service delivery process.
- Assist the client by ensuring timely, accurate and efficient customer services.
- Ensure that daily, weekly, monthly KPI targets were met, and provide Extension of Time requests.
- Communicate effectively with internal and external clients to ensure customer expectations, suppliers, and clients.
- Work on field Asbuilt system.
- Escalations, E88 & SNE's for pre-provisioning (installs NPOP to PEP, PEP to BEP & BEP to Socket).
- Comply with OH&S and quality assurance processes and meet agreed targets.
- Used coordination and planning skills to achieve results according to schedule.
- Generating reports.
Education
Diploma - Human Resources Management
Careers Australia
Brisbane, QLD05.2015
Diploma - Business
Careers Australia
Brisbane, QLD03.2015
Skills
- Mail Room experience, Tracking, Preparation, Sorting, mail processing and distribution
- Adaptability to work autonomously or as a Team Player
- Attention to Detail
- Customer Service & Clear Communication
- Proficient in Microsoft Office (Word, Excel, Outlook, OneNote & Teams)
- Invoice Processing
- Problem-Solving
- Prioritization, Time Management & Multitasking abilities
Qualifications Certificates
- AGSVA – Baseline Security Clearance, 01/01/2023
- ANZIIF – GICOP-20-01 – General Insurance Code of Practice 2020, 01/01/2022
- Blue Dog Training, Milton, Qld - White Card, Work Safely in The Construction Industry, 01/01/2016
References
- Available upon request.
Timeline
Candidate Experiences Consultant
ADF Careers Adecco
05.2023 - 02.2024
Claims Consultant
Allianz Australia Insurance
12.2021 - 05.2023
Customer Support Specialist
Concentrix / Services Australia (Centrelink)
09.2020 - 11.2020
Customer Service Agent (Essential Services Officer)
Datacom / Services Australia (Centrelink) COVID-19 Contract
04.2020 - 09.2020
Customer Support: Customer Channels
Queensland Shared Services
12.2018 - 12.2019
Mail Officer
Queensland Shared Services
09.2018 - 12.2018
Administration Officer
Harmonise Civil Construction
08.2015 - 02.2016
Program Optimiser
Tandem (formerly known as ISG Management)
05.2015 - 07.2015
Diploma - Human Resources Management
Careers Australia
Diploma - Business
Careers Australia
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