- Enjoy participating in exercising for overall physical and mental well-being
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Road Trips
Lee-Anne McDonald
Townsville,Australia
Summary
Experienced professional in client services with a strong track record of managing client relationships and delivering exceptional service. Skilled in problem-solving, effective communication, and maintaining high levels of client satisfaction. Demonstrated adaptability, teamwork, and a results-driven approach, collaborating effectively to meet evolving business needs. Recognized for reliability, flexibility, and a proactive mindset in achieving goals. Possesses strong problem-solving abilities, a willingness to learn, and excellent communication skills. Committed to contributing to team success and achieving positive results. Eager to take on new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
1
1
Certification
Work History
A02 Client Service Officer (Payroll Processing)
Department of Health Queensland Government
08.2024 - Current
- Processing and plotting QLD Department of Health rosters and timesheets
- Experience with MyHR
- Identified and resolved discrepancies and errors in customer account whilst completing data entry
- Manage time and resources effectively to meet agreed Key KPI’s
- Strong attention to detail and accuracy in quality of work
- Customer-service focussed in providing assistance to internal stakeholders
- Excellent communication, negotiation and stakeholder engagement skills and a proven ability to work in a dynamic team environment
- Demonstrated organisational skills including an ability to effectively manage work and conflicting work priorities
- Maintain adherence with quality and assurance requirements, including completing checklists as required
- Ensure accurate filing and archiving of documentation in a timely manner in accordance with business processes.
CLIENT CONTACT OFFICER APS3
Department of Veterans Affairs
11.2023 - 07.2024
- Providing general information regarding DVA benefits and services, including information about the DVA website and registration for online services
- Providing updates to existing DVA clients on the status of claims
- Scanning, printing and mailing client documentation as required
- Conducting Proof of Identity (POI) and alert checks in line with DVA policies (e.g
- Privacy Policy)
- Manage time and resources effectively to meet agreed Key Performance Indicators (KPIs)
- Contribute to and support the development and implementation of improvements and best practice in systems, processes and procedures
- Understanding complex legislation and interpreting the three compensation ACTS
Service Officer APS3 Face to Face Services
Services Australia
02.2023 - 09.2023
- Assisting customers across a range of payments, programs and services and assisting customer and stakeholder needs, entitlements and obligations
- Encourage the use of self-managed services
- Collaborate with others when providing services
- Assisting customers with complex issues that have a significant disadvantage or have complex challenges, whilst showing empathy and having difficult conversations
- Having strong understanding of frameworks and methodologies and the Agencies legislation and policies
Services Officer APS4 Participation Solutions Team
Services Australia
01.2022 - 02.2023
- Maintained accurate records and full compliance with government regulations and agency guidelines
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments
- Assisted in conducting needs assessments to identify key areas of service needs
- Delivering high level customer service and support in a fast paced environment across multiple service delivery channels
- Processing of claims, forms and requests ensuring a high level of accuracy and attention to detail
- Supporting and assisting customer to use self-managed services including guiding them to set up services, directing them to help guides on the web and discussing benefits of using the services
Service Officer APS3 Employment Management Service
Services Australia
01.2021 - 01.2022
- Maintained accurate records and full compliance with government regulations and agency guidelines
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs
- Administered and tracked client service payments
- Assisted in conducting needs assessments to identify key areas of service needs
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Responded to customer calls and emails to answer questions about products and services
- Provided primary customer support to internal and external customers
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Designed individualized service plans that took into account clients' goals and preferences
- Facilitated communication between clients and other service providers
Education
High School Diploma -
Bendigo Senior High School
Bendigo, VICSkills
- Compliance with Government Regulations
- Detail-Oriented Approach
- Analytical Problem-Solving
- Skilled in Managing Multiple Tasks
- Consistent Reliability
- Record Management
- Relational Database Expertise
- Microsoft Office Proficiency
- Professional Conduct
- Effective Time Management
- Critical Thinking Skills
- Collaborative Team Player
Technology And Software Proficiencies
- Microsoft Office Suite: Word, Excel, Outlook and Powerpoint
- IWS (Soft Phone) call centre system
- Process Direct, Customer First, Customer Record, SAPS, Client Data bases
- MyHR
Vaccinated against required preventable diseases
Measles, Mumps, Rubella MMR, Varicella, Pertussis, Hepatitis B, Tuberculosis and Covid
Interests
Certification
- Australian Government Baseline Level Security Clearance
- Cultural Awareness Training
- Blue Card
- C Drivers licence
Timeline
A02 Client Service Officer (Payroll Processing)
Department of Health Queensland Government
08.2024 - Current
CLIENT CONTACT OFFICER APS3
Department of Veterans Affairs
11.2023 - 07.2024
Service Officer APS3 Face to Face Services
Services Australia
02.2023 - 09.2023
Services Officer APS4 Participation Solutions Team
Services Australia
01.2022 - 02.2023
Service Officer APS3 Employment Management Service
Services Australia
01.2021 - 01.2022
High School Diploma -
Bendigo Senior High School
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