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.
Security Vetting/Assessing Officer at Department of Foreign Affairs and TradeSecurity Vetting/Assessing Officer at Department of Foreign Affairs and Trade
Capacity and Planning Officer at Department of Foreign Affairs and Trade – Australian Passport OfficeCapacity and Planning Officer at Department of Foreign Affairs and Trade – Australian Passport Office