Lorena Lazo

• Assist customers in accessing, navigating, or interpreting services across a range of payments, programs, and services.

• Actively promote, demonstrate, and, where appropriate, refer customers to the agency's self-managed and digital services.

• Resolve routine customer inquiries and escalate where appropriate through formal channels.

• Assess customer needs, requirements, entitlements, and obligations.

• Determine and facilitate payments to customers, including payments made by customers.

• Advise customers on legislation, policy, procedures, payments, and services administered by the agency.

• Provide customer service support at the initial point of contact, including meeting, greeting, and streaming customers to the appropriate service channel, completing simple first contact resolution inquiries, identifying and prioritizing customers who are potentially vulnerable, in distress, or who have accessibility issues, and escalating potential issues to the leadership team.

• Assisted in training new staff, including new recruits.
• Facilitated comprehensive training programs for key eBusiness systems, including banking forms, HPOS, OLC, and PKI for eBusiness, ensuring staff competency and readiness.
• Designed and delivered engaging training sessions tailored to different learning styles, promoting knowledge retention and application.
• Enhanced team efficiency by improving training methods, enabling quicker proficiency for service officers to meet high-demand periods.
• Provided ongoing support and mentorship to team members, resolving queries, and fostering a positive learning environment.
• Collaborated with stakeholders to update training materials and incorporate changes to processes or systems, ensuring alignment with organizational goals
• Consistently met deadlines and received positive feedback for clarity and effectiveness in communication and training delivery.

• Educate our customers by guiding them to digital services.
• Assist customers on how to access the COVID-19 digital certificate for COVID-19 vaccinations.
• Liaise with policies and procedures to ensure that information is accurate and relevant.
• Assist customers with the Australian Bureau of Statistics Census.
• Assist customers with Medicare patient claims, enrolments, updating customers' personal information, and issuing Medicare cards.
• Assist customers with the COVID-19 disaster payments.

Assist with the preparation and coordination of schedules and rosters to support business and operational requirements.

• Liaise with stakeholders and staff in relation to real-time schedule changes, and action schedule and skill.

tag changes.

Increase the department's capacity to manage call demand by building, maintaining, and monitoring schedules in line with forecasting reports and workforce management principles.

Negotiate scheduling arrangements that balance national customer service expectations with local staff needs and training requirements.

• Assist in the conduct of research and analysis, and prepare reports, briefing papers, and correspondence.

On a range of matters for review.

• Liaise with stakeholders and staff to share information, resolve issues, and improve business performance.

Provide advice and support to stakeholders regarding forecasting, scheduling, real-time management, or capacity planning requirements.

Draft and prepare correspondence, including emails, reports, and corporate documentation.

• Conduct complex research and analysis, including database searches and contributions to statistical reports on relevant program activities, and liaise and negotiate with internal and external stakeholders to deliver program services. Provide advice, procedural guidance, and administrative support to employees, monitor and report on the achievement of business outcomes, key performance indicators, and quality assurance to assist the leadership team in managing overall performance.
• Liaise with other staff and teams to resolve and/or escalate programs and policies. Draft a range of written.