Leenat Nansen
Springfield Central,QLD
Summary
Client Service professional with extensive experience in public housing services in NSW, providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services and committed to providing high quality service.
Overview
10
10
years of professional experience
Work History
Client Services Officer
NSW Department of Family and Community Services
12.2018 - 04.2024
- Client service officer
- Managing over 350 tenants and properties in the suburbs of Mount Druitt
- Working along side vulnerable tenants to sustain tenancies
- Connecting tenants to local organisations if needed for further assistance to sustain tenancy
- Engaging in local community events including NAIDOC events to build rapport with the community and local tenants
- Attend homes for property care management and follow up on maintenance
- Attend to and manage complaints via over the counter, phone calls, or emails in a timely manner regarding concerns, issues and anti-social behaviour
- Ensuring that the company's policies and procedures are adhered to whilst conducting my day to day duties
- Reporting to Senior Officers regularly to keep Senior management and Team Leader updated with my portfolio
- Taking high inbound calls regarding tenancies queries and making outbound calls when needed to tenants and other agencies
- Working with local community organisations to assist tenants where needed.
Customer Service Representative
Collection House
01.2015 - 09.2017
- Outbound call centre
- Collections officer, calling customers regarding current debt and assisting with payment plans that was suitable for the customer and the client
- I was also allocated an extra portfolio to collect on customers that have not made contact within the last 90 days
- I would complete my first portfolio and assist, follow up and amend where needed for current customers and their debt, and then investigate the over 90 day portfolio and follow leads on how to track customers down with finding new contact information, making contact and / or sending field agents with location details to make contact and have customers contact me back to arrange payment arrangements and avoid further fees and debt.
Technical Support Specialist
Concentrix
11.2013 - 06.2015
- Inbound call centre
- Taking calls from Australia, New Zealand, Japan and so fourth to assist with technical support for Computers, tablets and phones
- Active listening and confirming issue with customer to ensure my course of support is the best action
- Walking customers through troubleshooting procedures one step at at time and reassuring I will support until issue is fixed or re directed for a solution
- (referring to their local hardware store to assist with the item physically)
- Maintaining customer care reports and KPIs.
Education
Certificate IV in Social Housing -
TAFE NSW Western Sydney Institute
Blacktown, NSW01.2021
Skills
- Client Relationship Building
- Time management skills
- Clear communication skills
- Analytical mindset
- Teamwork and Collaboration
- Customer Service
- Calm and Professional Under Pressure
- Problem Resolution
- Customer Relations
- Issue and Complaint Resolution
- Administrative and Office Support
- De-Escalation Techniques
- Professional telephone demeanor
- Critical Thinking
References
Rachel Faber
Housing Manager
Department of Communities and Justice NSW
0400 544 455
rachel.faber@homes.nsw.gov.au
Timeline
Client Services Officer
NSW Department of Family and Community Services
12.2018 - 04.2024
Customer Service Representative
Collection House
01.2015 - 09.2017
Technical Support Specialist
Concentrix
11.2013 - 06.2015
Certificate IV in Social Housing -
TAFE NSW Western Sydney Institute
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