Maria Keating
Mount Louisa,QLD
Summary
Accomplished Complex Case Officer at Child Support Program, proficient in technical report writing and exceptional interpersonal communication. Computer systems proficiency to enhance data management, significantly contributing to team outcomes. Demonstrated resilience in fast-paced environments, ensuring high levels of customer satisfaction and compliance.
Overview
38
38
years of professional experience
Work History
Front of House Employee
Townsville's Greek Honey Puffs
03.2024 - Current
- Greeted customers and provided friendly customer service.
- Delivered guest orders to take-out counter.
- Assembled and served meals according to specific requirements.
- Processed cash and card payments.
Complex Case Officer – APS4
Child Support Program
11.1998 - 01.2013
- Responded promptly and professionally to inquiries from clients via phone, mail, email, or other means of communication.
- Addressing customer concerns and solving issues, or referring to appropriate services.
- Processing of documents and applications filed electronically or on paper.
- Maintaining a high degree of accuracy in data entry.
- Ability to prioritize work tasks/case loads efficiently to meet deadlines and KPIs.
- Exceptional organizational skills and the ability to multi-task
- Understanding and application of the APS Code of Conduct and Values
- High level of professionalism, confidentiality and discretion
- Working in a team environment, providing support and supervision to peers
- Resilience and the capacity to work in a fast paced and high-pressure environment
- Monitored payment activities to ensure compliance.
- Attended meetings and trainings as required in order to stay up-to-date on relevant policies and procedures.
- Provided customer service to clients seeking information regarding child support services.
- Assessed financial resources and liabilities of both parties in order to calculate fair child support payments.
- Assisted clients in filing appeals when appropriate concerning decisions made by the agency.
- Used job-related software to compose or prepare correspondence, case notes and technical reports
- Researched and obtained records from various sources, such as employers, banks, or other government agencies.
- Built trust and rapport with customers by remaining calm and compassionate in variety of situations.
- Educated clients about their rights under applicable laws governing child support.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals..
- Worked effectively in team environments to make the workplace more productive.
Teacher-Aide
Education Queensland
06.1987 - 11.1998
- Supervised students throughout day, both in classroom and outside during breaks.
- Prepared and maintained classroom environments appropriate for student learning and physical, social and emotional development.
- Assisted teachers with classroom activities and instruction.
- Monitored student safety while on school grounds or during field trips.
- Conducted small group activities to reinforce learning objectives.
- Answered and directed phone calls to appropriate staff members.
Administration Assistant
Garbutt State School
01.1987 - 12.1987
- Provided assistance with special projects as assigned by management team.
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Provided general clerical support as required by departmental needs.
- Handled incoming calls and directed callers to appropriate department or employee.
- Performed general clerical duties such as photocopying, faxing, mailing and scanning documents.
Education
Grade 10 -
Townsville State High School
01.1979
Skills
- Technical Report Writing
- Computer Systems Proficiency
- Child Support Data Management
- Expertise in Microsoft Office
- Online Research Proficiency
- Familiarity With ATO Databases
- Experience in Fast-Paced Environments
- Strong Interpersonal Communication
- Customer Service in Call Centre
- Time management
References
- Kylie Fischer, employer Townsville's Greek Honey Puffs, 0423951153, mobilemunchiestownsville@gmail.com
- Kym Blackwell, Previous Customer Service Officer (JP Qual), Child Support Agency Townsville, Work Colleague for 15 years, 0408754007, Kym.Blackwell12@gmail.com
Skillsandtraining
- Report Writing for Child Support Agency, 03/01/09, Sean Johnson from School of Law, JCU
- General Computer System Knowledge, 12/01/97, Child support computer database (CUBA), ATO databases, Microsoft Office – Word, Excel and Outlook, Internet navigation
Affiliations
Volunteer work for Northern Drag Racers Club [NDRC} as Secretary on the executive.
Facilitator/Event Management for events and fundraising.
Fundraising for local dog rehoming.
References
References available upon request.
Timeline
Front of House Employee
Townsville's Greek Honey Puffs
03.2024 - Current
Complex Case Officer – APS4
Child Support Program
11.1998 - 01.2013
Teacher-Aide
Education Queensland
06.1987 - 11.1998
Administration Assistant
Garbutt State School
01.1987 - 12.1987
Grade 10 -
Townsville State High School
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