Mariah Skliros

03 June – 30 June 2024 – Secondment
July 2021 – February 2022 - Secondment

• Being responsible for the effective administration, assessments and providing recommendations and advice of the licensing and permit provisions of relevant legislation, regulations, plans, policies and procedures within the legislative time frames.
• Ensuring accurate information and advice is being provided to customers and internal staff, ensuring the objectives of the units work and business plans are achieved.
• Verified accuracy of data entered into the system by cross-referencing with original documents.
• Reviewed, updated, and maintained records of all license applications.
• Processed payments for licensing fees in accordance with established policies and procedures.
• Maintained confidential files containing sensitive information about clients' licenses.
• Provided support to internal staff in obtaining license information from applicants.
• Monitored progress of pending license applications to ensure timely completion.
• Prepared applications and technical qualifications related to licensing activities for management review.
• Researched state regulations for licensure requirements when needed.
• Responded promptly to inquiries from customers regarding license status or renewal procedures and assisting with internal staff enquiries.
• Participated in training programs designed to enhance knowledge of applicable regulations governing licensure procedures.
• Drove customer feedback to deliver information to management for corrective action.

Provide information, advice, and service to customers on building related matters including QBCC's legislation, services, policies, procedures, remedies for defective building work, licensing maintenance and requirements to ensure maintenance of proper building standards and promote confidence in the building industry and assisting the public on their building industry knowledge.

These duties also include

• Providing services across multiple service platforms such as face to face front counter, phone services, email.
• Performing Senior duties such as Training new employees on company policies related to customer service practices and Performing Point of Contact support for other internal staff officers when they require assistance answering enquiries, including handling escalated calls.
• Updated internal databases with new account information as needed.
• Handled escalated customer complaints and disputes in a professional manner.
• Analyzed data collected during each call in order to identify trends in customer feedback.
• Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
• Attended regular training sessions on updates and changes within the industry or organization.
• Assisted customers with navigating the company's website to locate desired information.
• Maintained strong call control and quickly worked through scripts to address problems while still adhering to my KPI's while maintaining accurate records of customer interactions and transactions.