Summary
Overview
Work History
Education
Skills
Certification
References
ADDITIONAL EXPERIENCE/SECONDARY EMPLOYMENT
SOFTWARE AND SYSTEMS
Timeline
Generic

KIM NOVAK

Canberra,Australia

Summary

Dynamic Service Officer at Services Australia with a proven track record in customer support and claims processing. Adept at stakeholder engagement and policy compliance, I excel in fostering team collaboration and driving operational efficiency. Committed to continuous growth, I leverage strong organizational skills to enhance service delivery and ensure data integrity.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Service Officer (SO4)

Services Australia
12.2023 - Current
  • Managing a range of calls per day, providing exceptional customer support, resolving customer enquiries and processing claims.
  • Coordinating and executing a range of information and records management activities, ensuring the efficient organisation, storage, and retrieval of customer records, adhering to the Privacy Act 1998.
  • Implementing and enforcing information and records management policies and procedures, ensuring compliance with legislative, policy, and regulatory frameworks, and ensuring the integrity and security of customer and agency data.
  • Collaborating effectively with internal teams and external stakeholders, fostering positive relationships to ensure seamless integration of information and records management systems across all service delivery channels.
  • Interpreting complex legislative, policy, and regulatory frameworks to customers and applying them appropriately to provide clear guidance and support on information and records management practices to other service officers.
  • Successfully completing the APS6 Capability Framework, an essential for advancing to a Leadership position where I can effectively engage with customers, take on accountability, and guide a team towards achieving our goals.
  • Maintaining a high level of adaptability, resilience, and flexibility in a dynamic and evolving environment, responding effectively to changes in policies, procedures, or customer service requirements.
  • Thinking strategically in a sensitive, fast-paced environment, proactively identifying opportunities to improve business processes and enhance the delivery of services to customers while maintaining compliance with agency standards and guidelines.
  • Providing guidance and procedural support to other service officers, ensuring they are equipped with the knowledge and skills necessary to effectively manage information and records in accordance with agency standards and legislation and assisting as Local peer support giving guidance to new recruits.
  • Ensuring that customer needs, entitlements, and obligations are accurately assessed in relation to the information and records management process, supporting the timely and accurate processing of claims, payments and complaints and feedback.
  • Resolving routine and non-routine customer inquiries and complaints, demonstrating a commitment to customer service excellence while escalating complex issues to leadership for resolution.

Support Worker – Aged Care and Disability

Mable
03.2023 - Current
  • Facilitating safe and timely transportation of clients to and from medical appointments, personal errands, and social engagements, ensuring their adherence to healthcare schedules and fostering continued independence within the community.
  • Supporting clients with comprehensive shopping requirements, including planning, budgeting, and completing errands, while empowering them to make independent choices and maintain control over daily living activities.
  • Assisting clients with gardening tasks, contributing to a clean, safe, and enjoyable outdoor environment. I ensure gardens are maintained in alignment with client preferences, enhancing their living space and overall well-being.
  • Providing tailored companionship and support to clients living with dementia, facilitating meaningful social activities that promote cognitive stimulation and emotional connection, and improving the quality of their lives.
  • Performing light housekeeping duties, including cleaning, laundry, and organising living spaces, to create a clean, safe, and comfortable environment that promotes physical and emotional well-being.
  • Providing compassionate emotional support through active listening and companionship, fostering trust, alleviating loneliness, and promoting mental health among clients.
  • Encouraging and supporting clients to engage in community events, group activities, and recreational programs to build social connections, reduce isolation, and improve their overall quality of life.
  • Maintaining accurate records of care activities, changes in health conditions, and incident reports, ensuring compliance with industry standards and enabling seamless communication with care teams.
  • Proactively identifying and mitigating safety hazards in clients’ environments, ensuring compliance with workplace safety standards to prevent accidents and injuries.

Administration/Systems Operator

IGA Karabar Supermarket
01.2018 - 01.2022
  • Coordinated the accurate creation and placement of promotional tickets, price updates, and special offers to enhance product visibility and align with weekly campaigns.
  • Managed and actioned daily communications from Head Office to ensure prompt responses, seamless coordination, and timely implementation of directives.
  • Professionally handled front-desk duties, directed inquiries, and managed phone calls, delivering prompt resolutions to enhance customer satisfaction.
  • Collaborated with the team to generate accurate reports and manage stock levels, ensuring timely submissions to Head Office and enhanced inventory control.
  • Developed and managed team rosters to meet operational requirements, improve workforce efficiency, and deliver an exceptional customer experience.
  • Provided exceptional customer service by addressing inquiries, managing requests, and handling cash transactions with accuracy and professionalism.
  • Ensured timely processing and distribution of incoming and outgoing invoices and mail to maintain communication flow and document accuracy.
  • Utilised advanced Microsoft Office skills (Word, Excel, and Outlook) to deliver efficient reporting, scheduling, and documentation support.

Department Manager/Team Leader

Woolworths Supermarket
01.2007 - 01.2017
  • Successfully led and managed teams of 5 to 100 members, fostering a high-performance culture through clear direction, measurable objectives, and strong team engagement strategies.
  • Optimised team rosters across Fresh Food Departments and Customer Service, aligning staffing with peak trading periods to improve labour efficiency and deliver exceptional customer experiences.
  • Maintained accurate stock levels to meet customer demand, minimised waste, and achieved stock loss targets through effective stock rotation, ordering practices, and variance analysis.
  • Championed team growth by implementing tailored development plans, on-the-job coaching, and company training programs, ensuring departmental self-sufficiency and strong succession planning.
  • Empowered team members with targeted development plans to enhance their professional skills, achieve career progression, and reduce turnover through strategic succession initiatives.
  • Ensured accurate payroll processing by managing staff hours in People Planner and supported cash office operations, maintaining compliance and operational excellence in financial administration.

Education

Certificate IV - Retail

01.2011

Certificate III - Retail

01.2011

Year 10 Certificate -

Belconnen High School

Skills

  • Clear written and spoken communication
  • Call center operations
  • Passionate to learn
  • Discipline and professionalism
  • Flexibility
  • Customer support
  • Stakeholder engagement
  • Integrity and honesty
  • Organizational skills
  • Team collaboration
  • Integrity and accountability
  • Growth-oriented
  • Claims processing
  • Adaptability and recovery
  • Commitment
  • File and document management
  • Records retention and disposal
  • Customer service and privacy
  • Accountable
  • Confidentiality
  • Telephone management
  • Reporting and documentation
  • Data entry and database management
  • Workflow automation
  • Administration support
  • Hardware refurbishment
  • IT asset resale
  • Policy compliance
  • Information Technology processing
  • Data sanitization

Certification

  • ACT Driver’s License Class C
  • COVID 19 Vaccination x3
  • WWVP Card 2023
  • NSW TAFE – Meat Processing 2017
  • Fitness Australia – Level 1 2013
  • Australia Institute of Fitness 3 2012
  • Australia Institute of Fitness 4 2012
  • Security Clearance (willing to obtain)

References

  • Ali, Iftekhar, Iftekhar.ali@servicesaustralia.gov.au, 0251632310, Services Australia
  • Vikas, Kumar, vikas.kumar@servicesaustralia.gov.au, 0251634519 (Previous), Service Australia
  • Adrian, D’Amico, Adrian.damico@icloud.com, 0422 000 146, Mable
  • Steve, KRNC, steve.krnc@krncgroup.com.au, 0409 275 902, Store Owner – IGA Supermarket

ADDITIONAL EXPERIENCE/SECONDARY EMPLOYMENT

  • Territory manager | Mondelez international 2022
  • Bliss Nursery | Casual weekender 2022
  • Gardener/Landscaper (Casual) | 4 Gardens 2018
  • IT Processing Officer (Contract) | Buyequip 2018

SOFTWARE AND SYSTEMS

  • Microsoft Office Suite: (Outlook, Excel, PowerPoint, Word.)
  • Customer Record, Process Direct and Customer First, EDRMS, ESS SAP, LMS, Intranet, Microsoft 365 SharePoint

Timeline

Service Officer (SO4)

Services Australia
12.2023 - Current

Support Worker – Aged Care and Disability

Mable
03.2023 - Current

Administration/Systems Operator

IGA Karabar Supermarket
01.2018 - 01.2022

Department Manager/Team Leader

Woolworths Supermarket
01.2007 - 01.2017

Certificate IV - Retail

Certificate III - Retail

Year 10 Certificate -

Belconnen High School

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