Michelle Parker

• Assisted clients with inquiries, ensuring accurate information delivery and timely support.
• Managed case files using internal software, maintaining confidentiality and compliance standards.
• Processed applications efficiently, adhering to regulatory guidelines and organizational policies.
• Resolved client issues through effective communication, enhancing overall service satisfaction.

• Assisted clients with inquiries regarding services and entitlements, ensuring accurate information delivery.
• Processed applications for various government programs, maintaining compliance with established guidelines.
• Collaborated with team members to streamline service delivery processes, enhancing overall efficiency.
• Maintained detailed records of client interactions and services provided, ensuring data accuracy and confidentiality.
• Reviewing decisions made by the agency to ensure correct decisions and legislations have been made and applied.
  
  Managing of objections lodged by customers.
  
  Applying and interpreting of complex legislations to finalise objection reports.
  
  Managing of escalated customers.
• Part of a team to win a national award for innovation with the implementation of a gates system into our work. We as a team identified the amount of time to finalise our work had reduced due to escalation on phone queues. We decided to split our work into a gate system, gate one our newer staff members would load allocations, make contact to the customer to progress the allocation and then move it into gate two, this is where staff would progress any correspondence before moving allocations into gate three, this is where the more experienced staff would write the objection decisions. On our processing days all objection officers’ would contribute to writing decisions. Our work on hand significantly decreased, and resulted in our team being about to finalise our customers objections in a timely manner, while also contributing to servicing our customers on the phone queue's.

Delivering training packages to objection officers’.

Quality Checks on all work submitted before being delivered to customers.

Providing necessary feedback to improve quality of work to objection officers’.

Managing of allocations out to objection officers’.

Preparing of competency and handover guides when objection officer’s go from in training to BAU.

Identifying of staff that need extra support during training and tailoring their training to support their learning and development to become confident objection officers’.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.

Proven ability to learn quickly and adapt to new

situations.

Managing of allocations out to objection officers’.

Workload management of staff.

Facilitating training sessions to objections officers’.

Quality assurance checks on objection officers’ reports.

Learning support officer to new onboarded staff during training.

Fixing complex error corrections that have been escalated from objection officers’.

Delivering key messages and updates during stand up meetings.

Providing technical support (on queue) to objection team members and other service officers’ across the agency.