MD Tahsin Hussain
Brisbane,QLD
Summary
Motivated Caseworker with high-level integrity and strong desire to help resolve challenges. Compassionate and team-oriented individual offering extensive knowledge of services, treatment options and issue resolution methods for more complex cases. I am an extremely organised and dependable candidate successful at managing multiple priorities with a positive attitude. I have the willingness and drive to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
APS 4 Passport Case Officer
Department Of Foreign Affairs And Trade
10.2023 - Current
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Assessed needs of each client and recommended appropriate services and resources.
- Monitored case progress for timely completion and compliance with applicable regulations.
- Identified, investigated and resolved moderately-complex to complex travel document eligibility and related issues.
- Suggested solutions to senior officers as
appropriate when escalating matters - Developed and maintained up-to-date knowledge of the document legalisation process and relevant international legal conventions to be able to make informed
decisions in relation to the issue of Authentications and Apostilles on Australian public documents - Met deadlines, required work outputs and performance expectations in line with APO Performance Frameworks
- Applied attention to detail, accuracy and produce high quality work in line with APO Quality thresholds
- Offered support and direction to families and coordinated with court system and other community agencies for treatment.
APS 3 Network Production Officer
Department Of Foreign Affairs And Trade
07.2023 - 10.2023
- Evaluated incoming materials and finished products against standards.
- Escalated concerns to management and helped develop and implement effective solutions.
- Coordinated production work between shifts by completing checklists and documenting updates.
- Management and distribution of high volume of mail and correspondence
- Demonstrated high speed and accurate data entry, document preparation, scanning, personalisation, crop, document/photo exceptions re-work.
- Performed client service, notarial duties, personalisation support, custodian and telephone enquiries.
CUSTOMER SERVICE OFFICEER APS4
Concentrix
10.2022 - Current
- Addressed customers courteously using suitable methods and problem-solving skills
- Followed up with customers regarding product functionality and overall satisfaction
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Responded to telephone inquiries and complaints following standard operating procedures
- Remained open to feedback from supervisor and peers to build and improve skills set
- Utilized automated systems to log and retrieve call information
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Referred unresolved customer grievances to designated departments for further investigation.
LEAD GEN
Soverign Solar
01.2021 - 06.2021
- Determined charges for services requested and arranged for billing
- Referred unresolved customer grievances to designated departments for further investigation
- Built sustainable relationships and trust with customer accounts using open and interactive communication
- Conferred with customers by telephone or in-person to provide product or service information
- Obtained and examined relevant information to assess validity of complaints and determine possible causes
- Navigated multiple computer systems and applications and utilized search tools to find information.
Skills
- Case management
- Investigative abilities
- Attention to detail
- Interview techniques
- Adaptability
- Multitasking
- Cultural awareness
- Emotional intelligence
- Ethical conduct
- Professionalism
Timeline
APS 4 Passport Case Officer
Department Of Foreign Affairs And Trade
10.2023 - Current
APS 3 Network Production Officer
Department Of Foreign Affairs And Trade
07.2023 - 10.2023
CUSTOMER SERVICE OFFICEER APS4
Concentrix
10.2022 - Current
LEAD GEN
Soverign Solar
01.2021 - 06.2021