Kaio Trentin Galvao
Brisbane
Summary
Service Delivery and Customer Operations Professional experienced in managing complex enquiries, claims, and complaints within high-volume public service environments. Delivered accurate customer support while ensuring confidentiality and adherence to policies, contributing to improved service outcomes. Leveraged leadership experience from hospitality and events sectors to enhance team performance and operational efficiency.
Overview
7
7
years of post-secondary education
7
7
years of professional experience
Work History
APS4 Service Officer - Medicare
Services Australia
Brisbane
11.2023 - Current
- Assess evidence and apply legislation, policy and procedural guidelines to deliver fair, transparent and defensible decisions.
- Consistently deliver high-quality customer outcomes while balancing legislative compliance and customer expectations.
- Manage sensitive enquiries, complaints and claims involving complex circumstances, vulnerable customers and escalated matters.
- Analyse complex information and exercise sound judgement in high-volume environments while meeting competing priorities.
- Built strong relationships with customers and internal stakeholders through professional communication and effective problem solving, resulting in improved customer satisfaction.
- Identified opportunities for continuous improvement and contributed to enhanced operational performance by streamlining processes and implementing feedback.
- Provided peer support, coaching, and technical guidance to colleagues, fostering team capability and improving overall service delivery.
- Maintain strict confidentiality while managing sensitive customer information.
Event Operations Team Leader
Brisbane Racing Club
Brisbane
04.2019 - 10.2023
- Supported the delivery of Queensland's largest racing and hospitality events, including Melbourne Cup race days attended by more than 12,000 patrons.
- Coordinated operational logistics across multiple teams, ensuring seamless event delivery in fast-paced environments.
- Supported event planning, supplier coordination, scheduling and stakeholder communications.
- Supported event planning, supplier coordination, scheduling, and stakeholder communications to enhance event execution.
- Built strong relationships with customers, suppliers and internal stakeholders while maintaining exceptional service standards.
- Demonstrated strong organizational skills, leadership and the ability to manage multiple priorities under pressure.
- Managed administrative and financial operations including accounts payable, accounts receivable, payroll support and financial reporting.
- Managed employee schedules using advanced rostering software.
- Trained and supervised staff, fostering a culture of exceptional customer service during events.
Education
Bachelor of Business Administration - Hospitality And Tourism Management
Kaplan Business School
Sydney, Australia 10.2015 - 12.2018
Bachelor of Administration - Business Administration
University Federal Fluminense
Brazil 01.2010 - 01.2014
Skills
- Claims resolution
- Policy interpretation
- High-Volume Case Management
- Case Review Management
- Risk Assessment
- Process Improvement
- Continuous Improvement
- Customer Service Excellence
- Stakeholder Engagement
- Program Coordination
- Decision making
- Problem solving
- Team Leadership
- Coaching and mentoring
- Training delivery
- Conflict Resolution
- Communication skills
Timeline
APS4 Service Officer - Medicare
Services Australia
11.2023 - Current
Event Operations Team Leader
Brisbane Racing Club
04.2019 - 10.2023
Bachelor of Business Administration - Hospitality And Tourism Management
Kaplan Business School
10.2015 - 12.2018
Bachelor of Administration - Business Administration
University Federal Fluminense
01.2010 - 01.2014