Kirrah Cotterill
Wagga Wagga,NSW
Summary
I have had the pleasurable opportunity to work in a diverse range of positions throughout my professional life, which have contributed to a well-rounded, knowledgeable, and skilled persona. My experiences have developed my communication, confidence, teamwork, autonomous focus, computer proficiency, and ability to accept feedback. I am passionate about learning and development and believe there is always room for growth.
Overview
3
3
years of professional experience
Work History
Participant Support Officer
NDIS (National Disability Insurance Scheme)
Wagga Wagga, NSW
09.2024 - Current
- Conducted thorough assessments, collaborated with multidisciplinary teams, and developed tailored support plans.
- Successfully escalated cases through our escalations inbox, monitored by Wagga PSOs, significantly improving client satisfaction.
- Stayed informed about legislation changes to provide the best support to participants.
- Regularly attended training sessions, reviewed legislative updates, and adjusted Standard Operating Procedures accordingly.
- Maintained a high level of service quality and compliance, leading to positive feedback from clients and stakeholders.
- Completing front-of-house inquiries, having participants and their families leave as if their questions have been answered or resolved, results in fewer unsatisfied and frequently visiting participants.
- I used my knowledge of the NDIS, along with empathy and compassion, to change participants' and their families' perspectives and understanding of the agency.
- Assisted in on job training mentoring new starters, assisting them with learning, questions and processes, resulting in more well-rounded support for Participants
- Maintained confidentiality of sensitive information by following established document handling procedures diligently
APS 3 Service Support Officer
Department of Veteran Affairs - Open Arms
Brisbane, QLD
04.2024 - 08.2024
- Provided administrative support in a high-demand environment.
- Efficiently triaged incoming calls and emails from vulnerable clients to find immediate support for people in need.
- Navigated difficult conversations, leading to positive solutions and outcomes for clients.
- Supported multiple departments with administrative tasks within DVA, enhanced departmental efficiency and productivity, leading to an increase in overall performance.
- Coordinated schedules and managed documentation, enabling smoother workflow processes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Delivered exceptional customer service to every customer by using extensive knowledge of products, services, and agency processes.
- Developed comprehensive training materials to onboard new hires, resulting in reduced learning curves.
- Trained new personnel regarding company operations, policies, and services.
Claims Consultant
TSA Australia
Brisbane
05.2023 - 11.2024
- Managed insurance claims in a fast-paced environment
- Conducted thorough investigations, maintained compliance, and streamlined workflows.
- Reduced claim resolution time by 35% to enhance client satisfaction.
- Utilized policy knowledge and industry regulations to resolve complex claims
- Investigated potentially fraudulent claims with focus on thoroughness, quality, and cost control.
- Provided excellent customer service by responding to inquiries in a timely and efficient manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Established trustful relationships with customers through effective communication skills.
AirNZ Travel Consultant
TSA Australia
Brisbane, QLD
- I worked in a customer service role for a major airline.
- Developed training materials, maintained confidentiality, and provided exceptional customer service.
- Reduced learning curves for new hires by 25%, and improved customer satisfaction scores by 15%.
- Enhanced customer satisfaction, answering inquiries, or
- Streamlined booking processes, using advanced knowledge of systems to resolve booking errors, flight cancellations, or delays.
- Provided cost-effective travel options and seamless experiences, resulting in a 20% increase in repeat business.
- Analysed airline rules, regulations, and tariffs, and discussed international fare construction, as well as visa and passport requirements with clients.
- Defused multiple high stress customers in unfortunate circumstances to efferently create solutions leading to higher customer satisfaction
Building Claims Manager
Woollam Constructions
Brisbane East
05.2022 - 05.2023
- Managed building claims for a construction company
- Reviewed claims documents, communicated with clients, and processed invoices
- Improved claims processing efficiency by 30% and maintained strong client relationships
- Assisted homeowners with emergency repairs
- Coordinated vendor services and ensured timely responses
- Promoted fair and proper treatment of clients, resulting in a 20% increase in client satisfaction
- Coordinated responses to regulatory inquiries and audits, ensuring timely and accurate compliance reporting.
- Negotiated with policyholders and third parties to resolve disputes, minimizing litigation risks and costs.
Education
Certificate IV in Aerospace Maintenance (Mechanical) -
BAE Systems Wagga Wagga
Wagga Wagga12.2024
Project Management Certifications - CAPM, Prince 2 Collection (Foundation, Agile, Practitioner)
Queensland Certificate Of Education -
Beerwah State High School
Certificate I in Information Digital Media And Technologies -
TAFE Queensland
Skills
- Verbal Communication
- First Aid/CPR
- Interpersonal Communication
- Telephone Etiquette
- Analytical and critical thinking
- Organisational skills
- Data entry
- Flexible and adaptable
- Customer Relations
- Written communication
Websites
Timeline
Participant Support Officer
NDIS (National Disability Insurance Scheme)
09.2024 - Current
APS 3 Service Support Officer
Department of Veteran Affairs - Open Arms
04.2024 - 08.2024
Claims Consultant
TSA Australia
05.2023 - 11.2024
Building Claims Manager
Woollam Constructions
05.2022 - 05.2023
AirNZ Travel Consultant
TSA Australia
Certificate IV in Aerospace Maintenance (Mechanical) -
BAE Systems Wagga Wagga
Project Management Certifications - CAPM, Prince 2 Collection (Foundation, Agile, Practitioner)
Queensland Certificate Of Education -
Beerwah State High School
Certificate I in Information Digital Media And Technologies -
TAFE Queensland
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