Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

Mellissa Abrahams

Summary

Over 28 years' experience in delivering exceptional Customer Service in both the South Australian State Government and Private sectors by being: - Customer Service oriented - Acting in a professional manner in all interactions with clients - Results driven - Attentive to detail - An analytical person - Able to communicate effectively - Able to identify issues and resolutions - Competent in using advanced computer skills

Overview

29
29
years of professional experience

Work History

Customer Service Officer

Department of Infrastructure and Transport (DIT)
10.2021 - 12.2023
  • My role as a Customer Service Office provides accurate and timely service to members of the public, motor vehicle dealers and other government departments and organisations, usually in face-to-face transactions
  • Other important functions of this role include: Providing daily cashiering for the processing of Driver Licensing and Vehicle Registration transactions (including collection of Stamp Duty on Vehicle Transfers), Firearms Licences, Safe Work SA for High Risk Licences, approval of Disable Parking Permits, processing of Certificate of Fitness to Drive and Self-Assessments
  • Assessing clients' situations and providing accurate and timely advice
  • Setting up of Hazard Perception Tests, Learner Theory Tests, Motor Instructors Licence Tests and written Boat Licence Theory Tests.

Customer Service Officer

Department of Planning, Transport and Infrastructure (DPTI)
09.2012 - 10.2021
  • The Accreditation and Licencing Centre is primarily focussed on transactions relating to passenger transport registration, accreditation, licensing, and lease arrangements
  • This includes Taxi companies and drivers, Rideshare Drivers and heavy transport / interstate drivers
  • This is not a general public facing centre and the clients are generally commercial in nature
  • As a Customer Service Officer at Accreditation and Licencing, I provided accurate and timely service to specific members of the public and other government departments and organisations, by telephone, face to face and by written correspondence
  • Activities and responsibilities of my role often encompass: Interpretation of legislation and policies and procedures to assist clients with questions relating to accreditation
  • Verifying / investigating clients' visa status and working permissions via the Department of Home Affairs Immigration website - Visa Entitlement Verification Online (VEVO)
  • Checking client Medical and Eyesight Certificates and approving temporary accreditations when required
  • Creating and maintaining new Driver and Operator Accreditation files
  • Checking of DPTI database for Un-associated credits and taking appropriate action to rectify discrepancies
  • Receipting and actioning of National Criminal History checks as required
  • Provide daily cashiering
  • The timely management of suspended client files and notification to relevant organisations to ensure suspended drivers do not continue to drive on the road.

Receptionist / Administrative Assistant

Community Choices - a division of Novita Children's Services
10.2011 - 08.2012
  • Community Choices was a family owned company specialising in the provision of respite care and recreation programs for children with disabilities and their families and clients referred from Families SA
  • As the Receptionist and Administrative Assistant, I was generally the first point of contact for clients and I provided clerical support to the office
  • My daily duties focussed in providing assistance to the Program Coordinator in the development and implementation of Respite Care and Recreation Programs
  • This involved a variety of tasks, including: Responding to telephone enquiries to assist with appropriate referrals to relevant staff/sections
  • Generating and collating Recreation Programs, organising and or confirming appointments for Respite Clients and the rostering of employees for Respite / Day Options and Recreation Program shifts as well as for arranging company travel and accommodation arrangements
  • Managing and maintaining the short and long-term client contracts registers
  • Evaluating new applicants for employment against company criteria
  • Undertaking project work including conducting research and presenting information in relation to the preparation of activities for Recreation Programs
  • Additionally, I would provide administrative support to the Office by: Assuming general administrative duties such as word-processing / copy typing, the preparation of large volumes of mail merge letters and reports, processing invoices and mail, updating / maintaining employee, consumer and office databases, and distributing updated / new policies and procedures
  • Organising meetings
  • Conduct Employee Induction.

Various Positions

Transport SA
07.1994 - 09.2009
  • Licence Review Officer (2005 – 2009): My principal role as the Licence Review Officer was the responsibility for processing a range of actions to ensure Motor Vehicle Licencing regulations are adhered to
  • These include the processing of Demerit Points and Breaches of Good Behaviour disqualifications, the management of disqualification and other offence records based on information obtained from the Courts and South Australia Police, the management of the receipt and processing of Good Behaviour Agreements for disqualified clients, and importantly, ensuring that surrendered licences were endorsed with appropriate disqualification and returned to client
  • Additionally, I would provide assistance and/or advice to clients, and internal and external stakeholders, with interpretation of offences and disqualifications recorded on the Transport SA database
  • Acting Assistant Manager/Customer Service Officer (2003 – 2005): As Acting Assistant Manager, I was responsible for the supervision and maintenance of the daily operation and organisation of staff within the office by ensuring the appropriate and most effective use of resources
  • I was also responsible for management of staff rosters, the delegation of duties and the completion of audits and monthly reports
  • Additionally, I was responsible for signing off of correspondence and overseeing end of business closures
  • Providing accurate and timely service to members of the public, Motor Vehicle Dealers and other Government Departments and Organisations
  • Consulting with all levels of staff to ensure consistent application of procedures and processes
  • Assisting customer service officers seeking clarification of issues and a dispute resolution process
  • Acting User Support Officer (2002 – 2003): The User Support Officer role is a highly technical role within a small team of Subject Matter Experts (SME) to provide a focal point for numerous telephone enquiries from Customer Service Centres and other clients
  • As a SME, I was responsible for providing assistance, training and advice to internal and external users of software programs and other business systems used by the Agency
  • While in this role I was responsible for setting up test data and testing various areas of the Electronic Commerce project and I contributed to changes to the Alcohol Interlock transactions business rule updates and policy and procedures
  • Customer Service Officer (1995 – 2002): My role as a Customer Service Office was to provide accurate and timely service to members of the public, motor vehicle dealers and other government departments and organisations, usually in face to face transactions
  • Other important functions of this role include: Provided daily cashiering that included the processing of driver licensing and vehicle registration transactions, firearms licences and stamp duty collection
  • Assessing clients' situations and providing accurate and timely advice
  • Conducting general clerical duties, word processing, financial calculations, and cash reconciliation
  • During this period, I was temporarily located to regional centres such as Port Augusta, Whyalla, Port Pirie and Kadina as a relief officer.

Education

Medical Receptionist -

The Career Academy

RSA Responsible Service of Alcohol -

Online course

Skills

  • Customer Support
  • Complaint Handling
  • Data Entry
  • Customer Focus / Service
  • Computer Proficiency
  • Documentation And Reporting
  • Payment Processing
  • CRM Software
  • Employee Development
  • Order Management
  • Problem-solving abilities
  • Staff Training

Hobbies

Restoring furniture, mostly wooden furniture or cast iron.

Making artificial flower arrangements for Weddings, Birthday gifts and special occasions.

Creating artwork - for display.

Gardening.

Timeline

Customer Service Officer

Department of Infrastructure and Transport (DIT)
10.2021 - 12.2023

Customer Service Officer

Department of Planning, Transport and Infrastructure (DPTI)
09.2012 - 10.2021

Receptionist / Administrative Assistant

Community Choices - a division of Novita Children's Services
10.2011 - 08.2012

Various Positions

Transport SA
07.1994 - 09.2009

Medical Receptionist -

The Career Academy

RSA Responsible Service of Alcohol -

Online course

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Mellissa Abrahams