LESA ASIATA

• Conducted regular audits on applications that the team had approved, ensuring that QBCC regulations were strictly followed and pinpointing areas in need of ongoing development.
• Examine candidates’ technical credentials and work history carefully, making sure that all information provided was accurately and openly reported to ECM during audits.
• Oversaw the licensing teams Salesforce workflow, methodically reassigning cases to maximize efficiency and making sure they went to the appropriate assessment officers, team leaders, or regional staff.
• Dealt with Escalated Ministerial complaints and QCAT matters.
• Manage and approve staff Leave requests and Timesheets.

• Offer the team and the larger operational divisions early and continuous interpretation and policy guidance on proposed building and construction industry policy, legislation, and other statutory processes, particularly how they connect with other laws.
• Assist government departments, central agencies, ministers’ offices, and other entities by organizing and preparing briefings, submissions, and other organisation replies to requests for input on proposed legislation and amendment
• · Undertake research and analysis on relevant policy and regulatory issues including investigations into industry trends, other jurisdictions positions, models and approaches, academic literature.
• Contribute to the quality assurance of all communications presentation and education materials.

• Process all difficult builder applications, Builder design applications, completed residential inspection licence, builder restricted licence applications, Mutual recognition, and Builder Site Supervisor applications.
• Manage and prioritise high workloads.
• Deal with all escalated matters including ministerial complaints.
• Prepared training material and conducted Training for all new staff.
• High level of communications skills, communicating with directors and managers through written, oral, and digital communication re problem solving
• Ability to verify the provided experience through written reference letters, completed referee reports, conducting insurance searches for residential sites, investigating online on the commercial sites and for interstate experience getting additional evidence to confirm experience provided.

Licence the front counter on requirements for licensing

• I have also dealt with Disputes in assessing Defective work complaints as well as non-complelicencemplaints taking ownership of ealicencelaint I receive vilicenceforce or K2 and managing the case right through to closure and working together with BIs to ensure all communications go out to claimants on time
• In Mackay I am also allocated insurance claims to assess and manage throughout the claims process and applying legislation to assessments is a vital part of the role ensuring I am making the correct decision based on the Legislation
• I have issued Sper infringement for compliance and as an assessment officer

• QBBC Licensing department has overseen many changes throughout my time within the team
• We currently in two divisions
• General Licensing Team which does all Trade Contractor apps and Maintenance as well as company applications
• The second team the Builder Applications team solely processes all builder applications, Builder design applications, completed residential inspection licence, all builder restricted licence applications due to the complexity of assessing experience
• Due to Shortage of staff, we have had the opportunity to build our skills in managing and prioritizing through heavy workloads
• We have had to deal with contentious, sensitive and complex applications and customers due to applications being outside turnaround time frames ensuring we are still providing quality service in pressured situations
• Dealing with builder applications only have allowed me to build my context knowledge on legislation and policy surrounding the Builder applications allowing me to apply and provide advice when needed to applicants when justifying my decision
• Communication skills have advanced while dealing with builder applications only as we communicate with applicants through written, oral and digital communication we maintain high levels of professionalism when problem solving
• This role has also enabled me to become very efficient in MS Office, Salesforce, Build and ECM
• Being able to use the systems to my advantage and to what my team need it for
• Building Licence applications involves the assessment of experience which means reading through scope of work ensuring the experience provided falls within the scope of work for the licence class they are applying for and most importantly being able to verify the provided experience through written reference letters, completed referee reports, conducting insurance searches for residential sites, investigating online on the commercial sites and for interstate experience getting additional evidence to confirm experience provided
• Ensure health and safety plans are attached to application.

• Provided technical support related to phone systems or software applications used by agents.
• Implemented strategies to reduce wait times and improve agent productivity.
• Managed customer concerns with calm demeanor and knowledgeable service.
• Provided coaching and guidance to call center team members on customer service skills.
• Prepared/Created Audit forms to Audit Customer Service officers (CSO) phone calls at random.
• One on one meetings with CSO to provide feedback on Audits and implement ideas and training to help build on areas of concern.
• Follow up Audit to check progress of CSO

• Educated customers on how to apply for a QBCC licence, How to lodge a Complaint, how to use MYQBCC and how to process Home warranty insurance payments.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Assisted customers with making payments for Insurance premiums, Licence Renewals, Licence applications and Plumbing Forms.
• Face to Face customer service experience doing Front Counter.