Lucio Aquino
Clayton,Victoria
Summary
Seeking a new professional career. Experienced Customer Service Officer, Payments Triage Officer, Helpdesk Analyst, Business System Support Analyst, Compliance Service Officer, Data Analyst, Debt Collections Officer, and Migration Support. I attended 3 years of college education in Bachelor of Science in Chemical Engineering.
Overview
25
25
years of professional experience
Work History
Payment Triage Officer
Serco Asia-Pacific
04.2022 - Current
- Process high volume NDIS payment requests via the CRM system
- Trained in Invoice Analysis Tool and Payment Calculator Tool for data input
- Analysis of Provider invoices for Compliance, Audit and Fraud detection
- Collect sufficient information to document, triage and refer more complex enquiries to relevant Business Area
- Ensure the integrity, protection and compliance of information and customer data
- Communicate with internal and external stakeholders and provide advise in resolving moderate payment issues
Contact Service Officer
Serco Asia-Pacific
08.2019 - 04.2022
- Taking both Inbound calls, processing of participant details, disability plan funding, assisting participant/nominee and providers in using MyPlace Portal and SAP CRM adhering to departments procedures and guidelines
- Assisting prospective participants with their Eligibility Criteria and Access Request Application including giving Consent for 3rd parties to act in their behalf, future Plan Funding including Plan Management Types and Plan reviews
- Advising how to engaged with Providers and non-government organizations with their supports and services
- Assisting Participants/Nominees/Providers in resolving Billing issues in the MyPlace Portal including how to raise Payment enquiries issues
- Educating Participants/Nominees/Providers of their compliance and auditing requirements for record keeping
- Trained in Salesforce Email enquiries, Provider Payments, Restricted Access Officer enquiries, Outbound campaign for Independent Assessment Pilot project
Customer Service/Admin Staff
Hoban Recruitment
04.2019 - 01.2020
- Provide quality customer service and administration duties through various assignment eg working with the elderly, warehouse staff duties, election officer and exam supervisor
Customer Service/Kitchen Staff
Hotelstaff Agency
10.2018 - 01.2020
- Provide food service and assist chefs in kitchen duties as directed in schools, Aged Cares, Special Events setting
Data Analyst
RACV Noble Park
03.2018 - 09.2018
- Provide Data Analysis and data linking of customers folders (Insurance contracts, roadside, and home assistance) working on the LINK Project using SAP CRM and MARS product systems
Compliance Support Officer
Department of Human Services - Centrelink
05.2016 - 03.2018
- Provide Customer service functions for the department’s Social Services and Family Assistance Services to the Australian community which involves taking both Inbound/ Outbound calls, processing of customer claims, and assisting customers in using Digital portals using SAP CRM (Customer First) and other legacy systems
- Joined Debt Recovery Team in January 2017
Technical Consultant
NGA Human Resources
07.2015 - 11.2015
- Company Overview: (Adelaide HQ)
- Provide Level 2 Application Support for AS400 PRECEDA (Payroll) Solutions including reviewing source code in LANSA/400 RPG and COBOL programs
- (Adelaide HQ)
Business System Support Analyst
Various Companies
01.2000 - 12.2000
- Company Overview: Australian Pharmaceutical Industries, Agrium (Australia), L’Oreal Australia, Kraft Foods Ltd., GE Plastics and Simplot Australia
- Providing administration, project support, application and technical skills
- Australian Pharmaceutical Industries, Agrium (Australia), L’Oreal Australia, Kraft Foods Ltd., GE Plastics and Simplot Australia
Education
Bachelor of Science - Chemical Engineering
Adamson University
Manila, Philippines01.1977
Certificate III - Computing
Chisholm Institute
Certificate III - Warehouse Operations
SkillUp training
KilsythShort course - System Analysis
AIM Manila
Manila, PhilippinesSkills
- SAP CRM
- Confluence
- Salesforce
- NICE
- Genesys
- MS Office
- Reporting and documentation
- Report Preparation
- Innovation and Creativity
- Investigation Management
- Information Verification
- Work Coordination
Corporatecomplianceinvolvement
- Oliver Wight Class A Certification
- Sarbanes-Oxley Compliance
Activitiesandsocieties
- Tennis
- Basketball
- Soccer
Timeline
Payment Triage Officer
Serco Asia-Pacific
04.2022 - Current
Contact Service Officer
Serco Asia-Pacific
08.2019 - 04.2022
Customer Service/Admin Staff
Hoban Recruitment
04.2019 - 01.2020
Customer Service/Kitchen Staff
Hotelstaff Agency
10.2018 - 01.2020
Data Analyst
RACV Noble Park
03.2018 - 09.2018
Compliance Support Officer
Department of Human Services - Centrelink
05.2016 - 03.2018
Technical Consultant
NGA Human Resources
07.2015 - 11.2015
Business System Support Analyst
Various Companies
01.2000 - 12.2000
Bachelor of Science - Chemical Engineering
Adamson University
Certificate III - Computing
Chisholm Institute
Certificate III - Warehouse Operations
SkillUp training
Short course - System Analysis
AIM Manila
Similar Profiles
Elisabeth McNamaraElisabeth McNamara
Facilty Operations Manager at Serco Asia PacificFacilty Operations Manager at Serco Asia Pacific
Ethan GallagherEthan Gallagher
REGISTERED NURSE DEFENCE at Serco Asia PacificREGISTERED NURSE DEFENCE at Serco Asia Pacific
Muhammad Faizan AfzalMuhammad Faizan Afzal
Networks Associate at Serco Asia Pacific, Fiona Stanley HospitalNetworks Associate at Serco Asia Pacific, Fiona Stanley Hospital