Microsoft Office Suite (Word, Excel, Outlook)
Kate Faulkner
Smithfield Plains,SA
Summary
I am a knowledgeable and dedicated customer service professional with extensive experience in both State and Federal Government agencies. I am a solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. I pride myself on solving customer complaints and issues and seeking an outcome beneficial to the department and customer. I am always looking to learn more and have a keen interest in Government Legislation and Administrative Law and helping everyday Australians understand this better.
Overview
10
10
years of professional experience
1
1
Certification
1
1
Language
Work History
Customer Service Representative APS3
Department of Employment and Workplace Relations - NCSL
01.2023 - 12.2023
- Explaining requirements of customers respective job plans and mutual obligations in order to receive payment
- Demonstrating integrity and respect and being accountable for individual actions
- Coordinating solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Facilitating transfers of job providers and advising customers (where appropriate) why transfers cannot be facilitated
- Adhering to strict privacy and POI
- Referring customers to external and internal departments
- Recording and referring complaints
- Cross-trained and provided back up for new Skilling team, providing support to apprentices and employers
- Providing helpdesk support for ADMS and MygovID platforms
- Helping large volume of customers every day with positive attitude and focus on customer satisfaction
- Providing primary customer support to internal and external customers, being mindful of upholding government regulations and policy and also the sensitive and sometimes difficult nature of each customer's needs
- Resolving problems, improving operations, and providing exceptional service.
Customer Service Representative
Newscorp Limited - Customer Service Representative
07.2022 - 12.2022
- Providing primary customer support to internal and external customers
- Developing highly empathetic client relationships and earning reputation for exceeding service standard goals
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answering customer telephone calls promptly to avoid on-hold wait times
- Communicating professionally with colleagues, freelancers, and clients
- Cross-trained and provided back up for customer service managers
- Answering constant flow of customer calls with minimal wait times
- Recommended products to customers, thoroughly explaining details
- Responded to customer requests for products, services, and company information
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Consulted with outside parties to resolve discrepancies and create expert solutions
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Educated customers about billing, payment processing, and support policies and procedures
- Worked to KPI's and other set goals that focus on customer advocacy and first contact resolution.
Customer Service, AS02
BreastScreenSA (STATE GOVERNMENT)
01.2022 - 06.2022
- Helping large volume of customers every day with positive attitude and focus on customer satisfaction
- Assisting call-in customers with questions and bookings
- Providing primary customer support to internal and external customers, being mindful of upholding government regulations and policy and also the sensitive and sometimes difficult nature of each customer's needs
- Supporting and educating customers professionally, but with genuine empathy
- Addressing customer complaints and mitigating dissatisfaction by employing timely and on-point solutions
- Utilizing computerized systems as well as considerable tact and diplomacy to schedule and book clients for a variety of diagnostic imaging appointments
- Receiving requisitions for exams
- Organizing appointment times with clients, physicians' offices, nursing units, and technical team members
- Maintaining appointment and waitlist statistics
- Rearranging schedules to meet changing demand/requests
- Preparing and confirming client information including any additional needs or requirements for extra time
- Entering relevant client information and making follow-up appointments if required
- Filing requisitions for all bookings
- Initiating investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction
- Maintaining accurate and current customer account data with manual forms processing and digital information updates
- Coordinating solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
Small Claims Consultant (Work From Home)
Allianz Insurance
11.2021 - 12.2021
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-to-day duties accurately and efficiently
- Taking high volume inbound calls from affected members during storm season
- Managing end-to-end claims for determination and payment of claims within the set KPIs
- Understanding of insurance advantageous
- Providing customers with optimal customer service including quality and timely decisions
- Developing specific knowledge around individual claims
- Managing policies and procedures and meeting legislative and business requirements
- Recording details of customer contacts and sharing with relevant members through OneNote
- Managing bookings at Allianz assessment centres, allowing for longer appointments when necessary
- Being self-motivated and driven with a strong work ethic in order to manage a large workload working entirely from home, with little to no supervision and online support from team leaders only
- Participating in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Resolving problems, improving operations, and providing exceptional service
- Serving customers and following outlined steps of service.
Customer Service Representative - APS4
Services Australia
08.2021 - 11.2021
- Inbound call centre role processing Covid-19 Disaster payments
- Promoting superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Assisting customers to access, navigate, or interpret services across a range of payments, programs, and services
- Actively promoting, demonstrating, and, where appropriate, referring customers to the department's self-managed and digital services
- Coordinating, recording, and monitoring correspondence
- Where possible and within scope, assisting customers to access other payments and services either with Services Australia or referring to outside agencies
- Advising customers on legislation, policy, procedures, payments, and services
- Resolving customer complaints
- Providing customer service support at the initial point of contact, including meeting, greeting, and streaming customers to the appropriate service channel
- Completing simple first contact resolution enquiries, identifying and prioritizing customers who are potentially vulnerable, in distress, or who have accessibility issues, and escalating potential issues to the leadership team
- Resolving routine customer queries and escalating complex issues through formal channels
- Adhering to strict KPIs regarding call handling
- Conducting checks on information given in claims to ensure accuracy and prevent fraud
- Processing all claims in a timely manner and advising customers of any delays
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Client Services - AS03
Department of Treasury and Finance - SA Health
07.2021 - 08.2021
- Temporary role managing debt incurred by customers for 14-day Covid-19 Hotel Quarantine
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Recommended products to customers, thoroughly explaining details
- Responded proactively and positively to rapid change
- Reviewed draft legal documents and made recommendations to management
- Received and submitted customer payments to further reduce open account balances
- Interviewed clients by telephone or in-person to gather financial information
- Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Customer Service Officer - AS03
Attorney Generals Department - Liquor Licensing
05.2021 - 06.2021
- Answering telephone queries relating to liquor licensing, upgrades and downgrades, and current legislation
- Booking appointments for community members to make submissions against liquor license applications throughout the community consultation stage of the process
- An understanding of and ability to work within legislative requirements pertaining to liquor and gaming licenses and responsible service of alcohol
- An awareness of the relevant legislation, policies, and procedures, including code of conduct
- Advising and assisting customers with an update on the status of applications in progress and assisting case managers to gain further information when required
- Well-developed interpersonal skills and advanced knowledge of the Microsoft Office suite of products
- Assisting customers to create an online profile through the Liquor and Gaming Online Portal, including reactivating accounts that have not been used for 12 months and providing assistance with password resets
- Explaining online self-help options to customers to promote additional after-hours support choices
- Developing working relationships with internal and external customers while assisting with account management duties
- Receiving payment information from customers and reconciling accounts without error
- Responding to customer requests, offering excellent support and tailored recommendations to address individual needs
- Contributing to the achievement of workgroup objectives and goals
- Developing highly empathetic client relationships and earning a reputation for exceeding service standard goals
- Cross-trained and provided back up for customer service managers
- Maintaining accurate records in accordance with agency policy, procedures, and guidelines
- Contributing to courteous and prompt responses to inquiries.
Customer Service Representative - AS03
Department Of Education, Skills And Employment
12.2020 - 06.2021
- Providing one-on-one guidance and support to customers of Centrelink while looking for work
- Explaining requirements of customers respective job plans and mutual obligations in order to receive payment
- Demonstrating integrity and respect and being accountable for individual actions
- Communicating and collaborating with others, using workplace communication strategies
- Demonstrating initiative and enterprise
- Demonstrating capacity to learn and plan to improve self and organizational services
- Applying technology to add value to work practice and services
- Providing administrative support to low to medium reliant customers
- Contributing to the establishment and administration of job plans
- Contributing to the achievement of workgroup objectives and goals
- Maintaining accurate records in accordance with agency policy, procedures, and guidelines
- Contributing to courteous and prompt responses to inquiries
- Acting ethically and working effectively with diversity
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answering customer telephone calls promptly to avoid on-hold wait times.
Customer Assistant
Westpac Group - Bedford Park
04.2020 - 12.2020
- Conducting outbound calls to those customers whose accounts have fallen behind in payment or who have been issued a default notice
- Implementing financial hardship payment arrangements and COVID-19 packages
- Researched and resolved account and service problems with friendly, knowledgeable support
- Documented customer concerns and inquiry resolutions in internal computer system
- Building customer relationships and deepening customer trust with Westpac and other Westpac brands
- Providing 100% solutions for customers and the Westpac group
- Conflict resolution and de-escalation of problem issues and customers
- Providing excellence in customer service to all customers regardless of social or ethnic background
- Prioritizing tasks in order to undertake a large workload
- Upholding the Westpac group values including integrity, honesty, privacy, and doing the right thing.
Customer Service Representative - APS4
Department Of Human Services - Centrelink
09.2018 - 04.2020
- Answering calls from customers from a range of ethnic and socio-economic backgrounds regarding all issues pertaining to their Centrelink accounts
- Coordinating, recording, and monitoring correspondence
- Where possible and within scope, assisting customers to access other payments and services either with Services Australia or referring to outside agencies
- Advising customers on legislation, policy, procedures, payments, and services
- Resolving customer complaints
- Assisting customers to access, navigate, or interpret services across a range of payments, programs, and services
- Actively promoting, demonstrating, and, where appropriate, referring customers to the department's self-managed and digital services
- Providing customer service support at the initial point of contact, including meeting, greeting, and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritizing customers who are potentially vulnerable, in distress, or who have accessibility issues, and escalating potential issues to the leadership team
- Resolving routine customer queries and escalating complex issues through formal channels
- Adhering to strict KPIs regarding call handling
- Ensuring each Centrelink customer interaction is dealt with the utmost respect and integrity
- Adhering to strict confidentiality guidelines as outlined by the Department of Human Services
- Conducting checks on information given in claims to ensure accuracy and prevent fraud
- Actively participating in business improvement programs involving changes to processes and functions
- Continually reaching and exceeding KPIs pertaining to call handling time, assistance required, hold time, talk time, and other call center guidelines
- Providing assistance on policy, adherence, legislation, payments, and services regarding Youth and Students and Job Seekers and assisting those Centrelink customers of other payment types where appropriate
- Negotiating rates of payments to ensure each customer is receiving the correct rate and type of payment and negotiating the payment or investigation of debts when appropriate.
Education
Advanced Diploma - Paralegal Studies
University of New England
Open Universities Australia12.2024
Certificate III - Community Services
TAFE SA
Adelaide07.2023
Certificate III - Nursing Assistance
TAFE NSW
Cobar NSW11.2015
Skills
- Interpersonal sensitivity
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Inbound and Outbound Calling
- Efficient and Detail-Oriented
- Skilled in Microsoft Office
- Policy and Procedure Adherence
- Directing Calls
- Call Volume and Quality Metrics
- Critical Thinking
- Excellent Attention to Detail
- POS Systems and Ordering Platforms
Education Certificates Clearances
- Currently undertaking a Diploma in Para Legal Services from University of New England (2024)
- Cert III in Community Services from Tafe SA (2023)
- Fit2Work Badge
- Covid Vaccination Certificate
- National Police Check Pharmacy ID (March 2024)
- Working With Childrens Check from Government of South Australia (2022)
- NDIS Workers Check from Government of South Australia (2022)
- DCSI Clearance Vulnerable People And Aged Care from Government of South Australia
- Certificate III - Nursing Assistance (Aged Care) from TAFE NSW
- Full Class C License Unrestricted
References
- Emma Smith, Supervisor/Team Leader, Newscorp pty ltd, emma.smith@execs.com, 0411 672 822
- Janelle Brown, Team Leader, Department of Employment and Workplace Relations, janelle.brown@post.com, 0408 418 503
- Jyotsana Dhiman, Department of Employment and Workplace Relations, jyotsana.dhiman@contractor.net, 0451 192 829
Certification
National Police Check
Pharmacy ID March 2024
Fit2Work Clearance Jan 2024
Working with Childrens Check
Government of South Australia 2022
NDIS Worker Check
Government of South Australia 2022
DCSI Clearance - Vulnerable and Aged Care
Governement of South Australia
Full Class C License - Unrestricted
Covid Vaccination Certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork from home optionPersonal development programsWork-life balanceCompany CultureSoftware
Gestalt
MYOB
ZenDesk and CRM
Adobe Acrobat
Google and Gmail and other Google Products
Zoom, Teams etc
Quote
Excuses are the tools of the weak and incompetent
Frank Ocean
Timeline
Customer Service Representative APS3
Department of Employment and Workplace Relations - NCSL
01.2023 - 12.2023
Customer Service Representative
Newscorp Limited - Customer Service Representative
07.2022 - 12.2022
Customer Service, AS02
BreastScreenSA (STATE GOVERNMENT)
01.2022 - 06.2022
Small Claims Consultant (Work From Home)
Allianz Insurance
11.2021 - 12.2021
Customer Service Representative - APS4
Services Australia
08.2021 - 11.2021
Client Services - AS03
Department of Treasury and Finance - SA Health
07.2021 - 08.2021
Customer Service Officer - AS03
Attorney Generals Department - Liquor Licensing
05.2021 - 06.2021
Customer Service Representative - AS03
Department Of Education, Skills And Employment
12.2020 - 06.2021
Customer Assistant
Westpac Group - Bedford Park
04.2020 - 12.2020
Customer Service Representative - APS4
Department Of Human Services - Centrelink
09.2018 - 04.2020
Advanced Diploma - Paralegal Studies
University of New England
Certificate III - Community Services
TAFE SA
Certificate III - Nursing Assistance
TAFE NSW
National Police Check
Pharmacy ID March 2024
Fit2Work Clearance Jan 2024
Working with Childrens Check
Government of South Australia 2022
NDIS Worker Check
Government of South Australia 2022
DCSI Clearance - Vulnerable and Aged Care
Governement of South Australia
Full Class C License - Unrestricted
Covid Vaccination Certificate
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