Katelyn Ollett

• Manage a caseload and undertake case management tasks under general direction.
• Provide administrative and case management support to the Registry, Members of the AAT and senior staff, with the management of cases and caseloads.
• Liaise with a range of stakeholders including self-represented applicants, legal practitioners and migration agents to discuss specific cases and listings events. Conduct outreach calls to self-represented applicants to discuss the process of their application and to provide guidance.
• Respond to general enquiries from users, parties and their representatives about the operations and practices of the AAT.
• Provide administrative support to Members of the AAT, before, during and after hearings including providing information to, and obtaining information from, users, parties and their representatives about the listing or providing procedural information.
• Raise applications, receipt correspondence, update case files using case management systems and prepare files for finalisations.
• Maintain and update case files using case management systems.
• Develop and maintain a good knowledge of applicable legislation and policy frameworks, operations and practices of the divisions within the AAT.

• Accurate record keeping and data entry whilst proficiently using multiple systems operated by the AAT

• Perform duties within legislation and policy frameworks, operations and practices of the divisions within the AAT.

• Provide administrative and case management support to the Registry, Members of the AAT and senior staff, with the management of cases and caseloads.

• Currently assisting Member Support Officer with project work

• Extensive multi-tasking and efficiency skills when doing correspondence duties for the division.

• Liaise with a range of stakeholders including self-represented applicants, legal practitioners and migration agents to discuss specific cases and listings events. Conduct outreach calls to self-represented applicants to discuss the process of their application and to provide guidance.

• Raise applications, receipt correspondence, update case files using case management systems and prepare files for finalisations.

• Manage a caseload and undertake case management tasks under general direction.

• Processing transactions and client sensitive information over the phone for payment of applications.

• Processing litigation requests from Department of Home Affairs

• Assessing applications for possible fast tracking

• Assisting other team members with tasks and questions

• Provider training to new starters

• Was contracted for short-term assignment to assist with backlog of data entry, however after completing backlog under the expected timeframe management extended the contract

• High volumes of data entry and accuracy in recording

• Data analysis role

• Data analysis of coordinates to create mapping of areas containing infestations for field technicians

• Setting appointments with general public for technicians to access their properties to directly inject fire ants’ nests

• Responsible for daily downloading of GPS data collected by field technicians

• Assisted with Archiving Project which consisted of organising large data bases electronically and psychically

• Providing the first point of contact for job seekers in relation to complex cases regarding their
employment service providers (I.E arranging transfers, assisting with legislation and resolving
complaints).
• Assist clients on a one-to-one basis to acquire knowledge and understanding of employment service programmes to maximise opportunities available to them
• Provide services to clients to address feedback according to the Department of Jobs and Small
Business complaints handling guidelines.
• Maintain and use information databases to perform data retrieval tasks and support National
Customer Service Line objectives
• High volumes of data entry and accuracy recording client interactions
• Promote government services and online resources to clients to improve their customer experience.
• Provide administrative support to various other departments and other teams through data entry
and collection systems such as Centrelink

• Aiding job seekers within their first 6 months of employment
• Maintaining 100+ cases a week
• Implementing problem solving strategies whilst communicating with clients to ensure placement
continuity when required
• Case management of 250 plus clients, this is including successful Indigenous placements
through collaboration and understanding of Indigenous culture.
• Accurate and high volumes of reporting and maintaining of documentation for supporting claims
submitted to the Department of Employment
• Contract compliance with having thorough knowledge of the contracts available, including undertaking regular reviews of internal systems and information tools.
• Contributing to the development of the organisation of Employment Engagement Strategy and
the Skills and Work Experience Plans by holding high volumes of retention for clients.
• Working alongside service providers i.e. Community Solutions and Busy at Work to develop
strategies

Provide customer service at the initial point of contact, including meeting, greeting and guiding
customers through the appropriate compliance channels, completing first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues through appropriate channels
• Working with the delivery of quality information and activities in a high demand environment
• Actively promote, and undertake referencing of customers to the department’s self-managed and
digital services
• Assessing complex customer needs, requirements, circumstances and obligations
• Determine and facilitate payments to customers
• Resolving routine customer complaints, and escalate complex complaints and/or system issues
• Providing advice, procedural guidance and on-the-job support to other officers
• Participate in quality assurance activities and check adherence with relevant legislation
• Actively participate in business improvement programmes involving changes to processes and
functions
• Advised customers on legislation, policy, procedural payments and services administered by the
department

• Using a variety of software packages such as Microsoft Word, Outlook and Console to produce
correspondence and legal documents
• Meeting and communicating with clients to obtain sales and leases
• Liaising with staff in other departments and with external contacts
• Organising and storing paperwork, documents and computer based information
• Arranging signing appointments for new tenants and open home inspections
• Preparing and uploading listings for on the market properties
• Achieving high weekly and monthly KPI Targets
• Management of inbound communications, assisting with client enquiries and as well as walk in
enquiries
• Providing owner feedback and reports for on the market properties
• Assisted the BDM in potential new business and with sign ups
• Processing maintenance requests and invoicing/accounting
• Using social media for marketing of properties

• Sales and marketing experience with not-for-profit organisation (Canteen for Kids and Heart Research Institute)
• Achieving weekly KPI targets
• Excellent customer service and high retention rate with donors
• Recruitment, analysis of resumes, first and second interview
• Provided training for new recruits and skill development sessions for current staff
• Administration and reception duties, immaculate maintenance of reception area and paperwork
• Payroll and banking duties
• Liaising with management with stores and centres

• Worked in several different establishments to obtain full-time wages.
• Performed general cleaning by sweeping and mopping floors, washing dishes and emptying trash.
• Prepared food and beverages and verified adherence of quality and safe food-handling standards.
• Delivered excellent customer service to support company reputation and patron satisfaction.
• Reduced risks by maintaining clean and organised work environment.
• Established unique service goals to each venue to provide constant and excellent service.
• Assisted in setting up and breaking down banquet events.
• Developed and maintained positive relationships with guests for satisfaction.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

• Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
• Aided colleagues, managers, and customers through regular communication and assistance.
• Managed team petty cash, purchase orders and account transactions.
• Created, prepared, and delivered reports to various departments.
• Processed purchase orders, service contracts and financial reports.
• Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
• Prepared agendas and took notes at meetings to archive proceedings.
• Managed company schedule to coordinate calendar and arrange travel.
• Entered and maintained departmental records in company database.