Michael Johnson
Melbourne,VIC
Overview
5
5
years of professional experience
Work History
Incident Support Coordinator
Department of Education and Training
East Melbourne, VIC
01.2023 - 09.2023
- Provided comprehensive regulatory and policy knowledge to ensure child protection protocols were rigorously adhered to, offering expert guidance and counsel where required.
- Demonstrated exceptional communication skills by adeptly capturing critical details from callers and simultaneously writing concise reports in a timely manner while on the phone
- Fostered interdepartmental and interagency collaboration to develop and implement cohesive incident response strategies
- Provided compassionate and effective emotional support to callers facing emotional distress, maintaining a composed and professional demeanor throughout
Service Officer / Bench Clerk
VICTORIAN CIVIL AND ADMINISTRATIVE TRIBUNAL
Melbourne, VIC
04.2022 - 11.2022
- Performed administrative tasks, including noting files, providing registry assistance, sending emails, and monitoring the department's public email inbox.
- Worked in a variety of Tribunal divisions, such as Residential Tenancies, Planning and Environment, and Review and Regulation. Tailored information and advice to users on specific and niche inquiries through multiple channels (phone, email, and face-to-face).
- Escalated complex and sensitive matters to the correct departments and people to assist users experiencing extreme financial, emotional, or psychological distress.
- Provided bench clerking assistance to Tribunal members, which included announcing cases, calling witnesses, administering oaths, and preparing court orders for distribution to the Registrar of the Court.
- Prepared files, Tribunal books, and digital documents, as well as proofreading orders and preliminary documents issued by the Tribunal.
Residential Support Officer
Department of Justice and Community Services
Melbourne, VIC
01.2021 - 04.2022
- Assisted returning passengers with arrival directives, safety practices and ensured all health guidelines were rigidly followed in a challenging environment
- Actively engaged with customers to escalate and assist concerns and queries to achieve resolutions and respond to complex needs
- Worked in a high-risk work environment while employing strong attention to PPE protocols, customer service, and team collaboration
Customer Service Officer
SERCO | Centrelink, Services Australia
Mill Park, VIC
07.2019 - 12.2020
- Delivered dedicated support for a variety of customer grievances, focusing on providing accurate information and services to inbound and outbound clients with difficult and complex inquiries
- Processed a high volume of claims (50+ per day), inputting sensitive financial and medical data, coding and verifying identity documents, along with translating documents to test eligibility for payments and services
- Provided subject matter expertise and support for claim matters and customer inquiries through Teams and Zoom
- Followed up on complaints and previously assisted customers with support resolution tactics, utilising de- escalation skills to reach a better outcome for customers
Customer Service Representative
Percepta | Ford Motors
Campbellfield, VIC
12.2018 - 06.2019
- Handled customers' needs through multiple channels (phone, email, face-to-face), assisting with scheduled servicing and maintenance appointments for clients
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans for customers
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Education
Diploma of Community Services -
Open Colleges
VIC12.2023
YEAR 12 VCE -
MONTMORENCY SECONDARY COLLEGE
VIC12.2015
Skills
- Report Preparation and Analysis
- Support Services
- Verbal and Written Communication
- Documentation and Recordkeeping
- Administrative Management
- Customer Service Management
Timeline
Incident Support Coordinator
Department of Education and Training
01.2023 - 09.2023
Service Officer / Bench Clerk
VICTORIAN CIVIL AND ADMINISTRATIVE TRIBUNAL
04.2022 - 11.2022
Residential Support Officer
Department of Justice and Community Services
01.2021 - 04.2022
Customer Service Officer
SERCO | Centrelink, Services Australia
07.2019 - 12.2020
Customer Service Representative
Percepta | Ford Motors
12.2018 - 06.2019
Diploma of Community Services -
Open Colleges
YEAR 12 VCE -
MONTMORENCY SECONDARY COLLEGE
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