Dedicated Service Delivery Officer with expertise in customer relationship management and a strong background in animal health. Proven ability to resolve complex issues while maintaining high customer satisfaction and attention to detail.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Service Delivery Officer (APS4)
Services Australia, Centrelink
Brisbane, QLD
08.2024 - Current
Manage all customer inquiries regarding Jobseeker payments, crisis payments, employment income reporting, and online service troubleshooting via telephony channels.
Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
Capable of handling high call volume while upholding professionalism and achieving exceptional customer service.
Maintain precise records and executed data entry across multiple Centrelink programs.
Applied technical coding in Customer First, Customer Record, Process Direct, Assisted Customer Claim, and My Support. Demonstrating strong attention to detail and investigative skills while operating Centrelink software.
Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Evaluated claims, clarified claim and internal review processes, addressed issues related to claim processing and payment affecting circumstances in accordance with federal legislation.
Maintain updated knowledge through continuing education and advanced training.
Cultivated strong relationships with customers through tailored assistance and support.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Animal Technician
University of Queensland
Brisbane, QLD
03.2010 - 08.2024
Treated minor injuries and ailments, contacting veterinarians to obtain treatment for animals with serious illnesses or injuries.
Collaborated with researchers in person and through email to support colony management plans and experimental requirements while ensuring adherence to regulations and animal welfare
Assisted veterinarians during examinations or surgical procedures on animals
Monitoring rodent, avian, and large animal colonies for sick or injured animals, reporting, and recording such findings in accordance with SOP.
Recording data across computer platforms such as Mosaic Vivarium, adjusting sample and animal transfers in Microsoft Word and Excel.
Administered subcutaneous and intraperitoneal injections, conducted blood collection, and executed rodent plug checks.
Transport GMO animals between facilities while abiding to the relevant legislation, standards, procedures, and guidelines.
Executing high-standard daily laboratory animal husbandry and care, incorporating enrichment and wellbeing practices.
Customer Service Officer – Claims Processing at Services Australia (Centrelink)Customer Service Officer – Claims Processing at Services Australia (Centrelink)