Michelle David

TPS Role (Technical support Officer) - Assisting less experienced staff to navigate resources to find solutions to customers inquiries. Provide feedback /links to staff regarding their enquiry.

QMA/QOL - Checking staff's completed activities to ensure accuracy and right outcome for the customer. Ensure any additional follow-up have been completed. If any activities are incomplete, correcting activities as required and providing appropriate feedback to staff members.

CRU (Customer Relationship Unit)- Researching and Providing a solution to customer complaints by phone, emails or allocated work items. Recording customer complaints and allocating work to collect department for follow-up as required.

Parenting Payments Processing Claims Officer- Processing claim for single parent's pensions, parenting payment partnered and benefit transfer from single to partner or partnered to single. Processing claim involves accessing the claims and information ensuring we have all the relevant information to be able process the claim. If not, all information has been supplied contacting the customer to obtain information, if unsuccessfully then send a request for information. Once claims are processed contacting customer if required to explain any details relevant to their claim. These phone calls can include outcome of claim, reporting income going forward for correct payment rate, explanation of reject of claim.

Family Assistance Service Officer- Assisting families with inquiries regarding their FTB payment (family tax benefits), rent assistance and PPL (paid parental leave), childcare Assistance and child Support. Offering not only information on how to obtain these payments but explain the requirements to keep receiving these payments. Apart of families is also being able to work with child support and ensuring accurate information is supplied and customer understand the different between the departments.

SUOR Officer- (separate under one roof) Assessing information in forms to ensure customers and supplied all documents that are required for an assessment. When all information is received then assess information to determine outcome, ensuring decision meets criteria for this option to be applied to their accounts. Updating customer details if able too or sending a note to appropriate department to follow-up.

Digital/My Gov Officer- Help someone understand and self-manage their payments and services through online services. Taking the time to explain where to find the options online, ensuring they have an understanding that a lot of options are online and helps avoid having to wait on the phones. Helping customer in setting up of their My Gov account and linking all relevant services.

DVA Finance Officer – May 2024-October 2024

Processing a variety of invoice received from excel spreadsheet or emails.

Determining if correct information is on each invoice and paying to the client or service provider as required.

Notifying VO if follow-up is required to client or Service Provider.

Working as a team to ensure quality of work is always completed. Completing any reviews with correct information as soon as possible and advising VO updating is completed.

Able to apply excellent computers skills to complete tasks as required.

Completing enrolment forms with clients. Explaining what is required to participate in courses, cost, timetable and availability.

Booking all short course in training calendar and ensure all material has been supplied by head Office. Providing SMS messages few days prior to course commencing.

Quality checking all paperwork for Vic Roads and Work Safe.

Training new trainer in what the requirements are for completing paperwork for all courses. Liaising with Vic Roads as required.

Dealing with all issues relating to Students and Trainer as required.

Answering phone calls enquires, as well as face to face sales.

Updating training database with clients' details, course details.

Ensuring that all courses are full and if there are openings, calling clients to fill each course.

Deliver registration and licensing services around the needs of our customers in a dynamic environment, over the counter, face to face, by telephone and in writing, in accordance with established policies and procedures, work instructions and guidelines, in a professional, timely and courteous manner.

Investigate and resolve customer enquiries according to established policies and procedures, work instructions and guidelines, in a timely manner. effectively resolve customer complaints and escalate to supervisor where required.

Exercise judgement to suggest improvements to customer service delivery processes and tools and support corporate change initiatives.

Worked collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives.

Provide guidance and support to less experienced staff where required.

Provided exceptional customer service skills, a positive can-do attitude with a keen eye for detail

Excellent communication skills coupled with a strong work ethic.

Adaptability, flexibility, and agility with regards to change and adopting new methods of working.

A team player who is not afraid to go above and beyond where required.

Intermediate computer literacy skills and strong cash handling skills. Able to take large amounts of payments and balance at end of each day.