Melissa Irwin
Summary
Personable and resolute Customer Service Representative with experience in the public sector industry. Solid collaborator with upbeat, cheerful outlook and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and purposeful with demonstrated passion for building relationships, cultivating partnerships, and growing businesses. Initiative-taking employee with desire to take on new challenges. Strong worth ethic, adaptability, and exceptional people skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
ADVISOR, MINISTERIAL AND PARLIAMENTARY SUPPORT CLERK
State Insurance Regulatory Authority
09.2023 - 02.2024
- Management of the ministerial mailbox daily for incoming correspondence, advising the Senior advisor and manager of the status and deadlines
- Collaborate with internal and external stakeholders and respond to Cabinet Requests and action in a dedicated timeline.
- Processed incoming mail, ensuring timely distribution and accurate recordkeeping.
- Facilitated interdepartmental collaboration by maintaining open lines of communication between teams.
- Conducted thorough research to gather pertinent information for various projects, contributing to informed decision-making processes.
- Contributed to a positive work environment by consistently demonstrating professionalism, reliability, and teamwork.
Consumer Hypercare Specialist
Service NSW
04.2022 - 09.2024
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
- Implemented strategies for ongoing continuous improvement
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Collected, arranged, and input information into database system.
SUPPORT SERVICE SPECIALIST
Service NSW
01.2016 - 09.2023
- Recognized repeatedly for excellent customer service and consistently exceeded expectations
- Managed tough jobs, High diligence, well-developed organizational skills, and a demonstrated ability to work in a high-pressure, high-volume environment with tight deadlines to manage rapidly changing priorities and conflicting perspectives
- Supporting NSW residents in natural disasters
- Assisted vulnerable customer with grants and ongoing assistance.
SPECIALIST SUPPORT CASE MANAGER
QBE Insurance
01.2011 - 01.2013
- Collaborated with injured people who were unfit to return to employment and on restricted duties
- Deliver supportive and compassionate injury management services, and underpinned by early and durable recovery at work outcomes
- Managed a mixed case load of worker compensation claims (both physical and psychological) and non-work-related matters
- Partnered with internal and external stakeholders to provide advice and guidance to ensure a supportive experience for injured workers and employers
- Partnered with medical professionals' rehabilitation providers and legal advisors.
Education
Bachelor of Arts - Teaching
University of Newcastle
Newcastle, NSW01.1998
Skills
- High attention to detail
- Well-developed organizational skills
- Ability to work in a high-pressure, high-volume environment with tight deadlines to manage priorities
- Knowledge and understanding of NSW personal injury schemes and the legislation
- Experience in project management systems
- Competency in all Office 365 Applications
- Understanding of government processes
- Empathy
- Teamwork
- Effective Communication
- Reliable
- Client Engagement
- Strategic Planning
- Active listening
- Time management
- Adaptability
- Problem-Solving
Certification
Certificate1V injury management
References
REFERENCES UPON request
Timeline
ADVISOR, MINISTERIAL AND PARLIAMENTARY SUPPORT CLERK
State Insurance Regulatory Authority
09.2023 - 02.2024
Consumer Hypercare Specialist
Service NSW
04.2022 - 09.2024
SUPPORT SERVICE SPECIALIST
Service NSW
01.2016 - 09.2023
SPECIALIST SUPPORT CASE MANAGER
QBE Insurance
01.2011 - 01.2013
Bachelor of Arts - Teaching
University of Newcastle
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