Koot (Sarah) Garang
Greenslopes,Australia
Summary
Accomplished Customer Service Subject Matter Expert at Centrelink, adept in problem solving, and critical thinking. Excelled in overturning rejected claims and enhancing customer satisfaction through meticulous analysis and effective communication. Demonstrated adaptability and proficiency in handling complex customer appeals, achieving significant improvements in appeal outcomes. Positive, analytical, and detail-focused, with solid foundation in legal principles and research methodologies. Possesses skills in legal writing and case analysis, alongside a deep understanding of statutory and case law. Dedicated to learning and thriving toward a career in law.
Overview
9
9
years of professional experience
Work History
CUSTOMER SERVICE SUBJECT MATTER EXPERT
Centrelink
05.2021 - 01.2024
- Used critical thinking to break down problems, evaluate and investigate rejected claims, and customer records (i.e., Jobseeker or Australia Government Disaster Recovery Payment) to overturn or uphold previous Centrelink decisions.
- Conducted thorough research to provide detailed solutions to complex customer appeals, ensuring satisfaction and understanding.
- Request evidence to support the appeal, and explain Centrelink's legislative process and eligibility criteria.
- Achieved successful appeal outcomes by meticulously reviewing and analysing rejected claims, identifying errors, and presenting the appropriate outcomes.
- Educated customers on their rights and responsibilities throughout the appeals process, ensuring a clear understanding of expectations and potential outcomes.
- CUSTOMER SERVICE OFFICER | 01/2020 to 05/2021
CUSTOMER SERVICE OFFICER
Centrelink
01.2020 - 05.2021
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Processed and managed payments, updated account balances, and discussed subsequent payments with customers to keep benefits on track.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Food Packer
JBS Australia
03.2015 - 11.2018
- Prepared food packaging boxes by folding and taping.
- Maintained high levels of cleanliness and sanitation, adhering to strict food safety guidelines.
- Collaborated with team members to streamline packing processes, resulting in increased productivity.
- Trained new employees on proper food packing techniques and safety procedures, fostering a productive work environment.
- Participated in cross-training opportunities for additional roles within the facility, increasing overall flexibility and teamwork capabilities among staff members.
Education
Bachelor Of Laws -
University of Southern Queensland
Ipswich, QLD06.2026
Skills
- Customer service
- Problem-solving
- Multitasking and organization
- Critical thinking
- Team collaboration
- Verbal and written communication
- Decision-making
- Call centre experience
- Professional telephone skills
- Record-keeping strengths
- De-escalation techniques
- Computer proficiency
- Problem resolution
- Adaptability and flexibility
Timeline
CUSTOMER SERVICE SUBJECT MATTER EXPERT
Centrelink
05.2021 - 01.2024
CUSTOMER SERVICE OFFICER
Centrelink
01.2020 - 05.2021
Food Packer
JBS Australia
03.2015 - 11.2018
Bachelor Of Laws -
University of Southern Queensland
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