Kian Martin
Perth
Summary
Experienced with managing office environments and coordinating administrative tasks to support organizational goals. Utilises strong organisational skills and effective communication to enhance team productivity. Track record of implementing efficient processes and maintaining high standard of operational excellence. Trustworthy in handling sensitive information and working in a confidential environment.
Overview
6
6
years of professional experience
Work History
APS6 Team Leader
Services Australia - Medicare
11.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Led daily 15-minute meetings and monthly team meetings.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collected, arranged, and input information into database systems. Performed duties such as roster updates, schedule changes, and general administration duties.
Training Facilitator APS5
Services Australia - Medicare
09.2024 - 10.2024
- Documented class attendance and participation and provided daily feedback reports to management.
- Identified areas in need of improvement and implemented solutions.
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
- Facilitating training modules in accordance with curricula and employing varied methods to maximize attendance.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
APS 4 Technical Support Officer
Services Australia - Medicare
01.2024 - Current
- Responded to escalated customer inquiries and provided technical assistance over phone and in person.
- Supported office administration tasks, such as managing incoming calls, maintaining accurate filing systems, and processing payments.
- Processing complex and escalated work including claims, enrolments, and other work types.
- Quality checking of service officer's work to ensure quality outputs and providing constructive feedback where necessary.
- Providing one-on-one support to officers leading to 20-100% productivity increases.
- Providing policy updates and answering technical queries within the team digitally and in person.
APS3 Service Officer
Services Australia - Medicare
01.2023 - 01.2024
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Provided exceptional customer support and handling large volumes of calls efficiently, without compromising quality
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Exceeded performance targets by consistently delivering outstanding service results within the department.
- Increased office organization by accurately filing patient records, correspondence, and other documentation.
Food Service Worker
McDonald's Banksia Grove
04.2019 - 05.2022
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Demonstrated versatility by quickly adapting to various roles within the food service environment as needed.
Education
Certificate III in Legal Services
North Metropolitan TAFE
Perth, WACertificate III in Business Administration
Joseph Banks Secondary College
Perth, WACertificate II in Business Administration
Joseph Banks Secondary College
Perth, WAHigh School Diploma -
Joseph Banks Secondary College
Perth, WASkills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Coaching and mentoring
- Documentation and reporting
- Quality improvement
- Business office administration
- Self-motivated and independent
Accomplishments
- Rated as exceeding expectations in my annual performance reviews.
- Provided one-on-one technical support with service officers where I received feedback that their productivity improved from 20-100%.
- Recipient of both the zone (WA&QLD) and national award for outstanding service delivery.
- Completed the leadership induction program 4 day course package to become an effective team leader.
Services Australia:
Timeline
APS6 Team Leader
Services Australia - Medicare
11.2024 - Current
Training Facilitator APS5
Services Australia - Medicare
09.2024 - 10.2024
APS 4 Technical Support Officer
Services Australia - Medicare
01.2024 - Current
APS3 Service Officer
Services Australia - Medicare
01.2023 - 01.2024
Food Service Worker
McDonald's Banksia Grove
04.2019 - 05.2022
Certificate III in Legal Services
North Metropolitan TAFE
Certificate III in Business Administration
Joseph Banks Secondary College
Certificate II in Business Administration
Joseph Banks Secondary College
High School Diploma -
Joseph Banks Secondary College
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