Lorene Braybon
McDowall,QLD
Summary
Diligent Inbound Customer Service Officer skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
5
5
years of professional experience
Work History
Inbound Medicare Telephony Service Officer
Services Australia
07.2020 - Current
- High volume of in-bound customer phone calls
- Processing new-born enrolments
- Process Medicare claims and answer customer enquiries about process and outcomes of claims
- Updating customer information and ordering customer Medicare cards
- Managing and responding to customer enrolment queries
- Promote online services, assist with linking and troubleshooting of online Medicare services
- Processing for Aged Care using SPARC system, matching existing profiles and creating new profiles for residents of aged care
- Liaising with internal departments to answer customer queries and directing calls to other departments when required.
- CONTACT - Brad Lord - 07 30346925 - Current Team Leader
- CONTACT - Sue Colebourne - 07 30345567 - Previous Team Leader
Jobseeker Claims Processing Service Officer
Services Australia
03.2019 - 07.2020
- Using operational blueprint to determine customer entitlements
- Understand and interpret information to discuss customer obligations
- Ensure customer records are accurate and assist in investigating inconsistencies
- Identifying and reporting potential fraud
- Reviewing claim documentation and determining actions required
- Assess complex claims
- Working within privacy guidelines
- Entering and accessing information Process Direct
- Completing JSCI (Job seeker classification instrument)
- Linking customers with job providers
- Customer de-escalation and complaints handling
- Completing high volume of out-bound customer calls
- Discussing and explaining to customers their mutual obligations
- Finalizing payments based on claim outcome
- Promoting online services and self-service digital options
3 Jobseeker Appointments Service Officer
Services Australia
12.2018 - 03.2019
- 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. Established outcomes to avoid call backs at a later date.
- 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.
- Managed to achieve high income calls per day.
APS3 ParentsNext Service Officer
Services Australia
08.2018 - 02.2019
- Using operational blueprint
- Outbound call centre environment to participants (customers) and Job Providers
- Assessing needs, reviewing customer records, completing JSCI (Jobseeker classification instrument)
- Understanding and applying privacy principles
- Verbal declaration scripting
- Linking customers with job providers
- Coding and updating customers record in Process Direct or Customer First
- Suspending and restoring customers payments
- Informing customers of their obligations for the program
- Customer de-escalation and complaints handling
- Promoting online services and self-service digital options
- Applying legislation and guidelines
- Assist in maintaining accuracy and correctness of customer record
- Complete first contact activities
- Identify venerable customers and provide appropriate support and referrals
- Meet all performance metrics.
3 NDIS Telephony Service Officer
Services Australia
04.2018 - 08.2018
- Inbound call center environment from participants (customers) and NDIS providers
- Providing high level of customer service, assessing needs, answering customer enquiries and progress of claims
- Verbal declaration scripting
- Applying privacy principles
- Reviewing NDIS plans
- Obtaining claim information and determining correct course of action
- Solving general and complex enquires
- Transferring calls when appropriate
- Advising customers of unfavorable outcomes
- Completing interpreter and National Relay Service calls with customers
- Customer de-escalation and complaints handling
- Assist in accuracy and correctness of customer record
- Identify vulnerable and/or distressed customers and provide appropriate support and referrals
Education
No Degree - Government
CIT
Brisbane06.2023
Skills
- High level customer service including customer de-escalation
- Problem solving and assisting customers to self-manage
- Critical thinking, identifying when there are claim or system errors and following correct channels to rectify
- Working with multiple programs, often simultaneously to provide efficient and accurate information and service
- Excellent working collaboratively in team environment as well as autonomously utilizing effective time management strategies
- CONTACT - Brad Lord - 0730346925 - Current
- CONTACT - Sue Colebourne - 07 30345567- Previous
Timeline
Inbound Medicare Telephony Service Officer
Services Australia
07.2020 - Current
Jobseeker Claims Processing Service Officer
Services Australia
03.2019 - 07.2020
3 Jobseeker Appointments Service Officer
Services Australia
12.2018 - 03.2019
APS3 ParentsNext Service Officer
Services Australia
08.2018 - 02.2019
3 NDIS Telephony Service Officer
Services Australia
04.2018 - 08.2018
No Degree - Government
CIT
Similar Profiles
Tulani-Louise MckieTulani-Louise Mckie
Customer Service Officer at Services AustraliaCustomer Service Officer at Services Australia
Telia DonoghueTelia Donoghue
Service Officer at Services AustraliaService Officer at Services Australia
Jessika DalbonJessika Dalbon
Government Contractor at Services AustraliaGovernment Contractor at Services Australia
NATASHA ROBERTSNATASHA ROBERTS
Community Engagement Specialist at Services AustraliaCommunity Engagement Specialist at Services Australia
Luke IskandarLuke Iskandar
Team Member at Bunnings WarehouseTeam Member at Bunnings Warehouse