Miriam Pulache

Current Responsibilities

• Educate customers about legislation, licensing requirements, policies and procedures.

• Research, analyse, interpret and apply sections of legislation to make recommendations relating to approval and refusal of applications or referrals for assessment of fitness and propriety and exclusions.

• Assess and determine licence applications while providing quality service, information and assistance to internal and external stakeholders on a wide range of matters.

• Research and analyse information and make recommendations based on relevant evidence.

• Identify and respond quickly to complex customer issues and needs.

• Industry engagement such as tradeshows and workshops.

• Handled customer inquiries and suggestions courteously and professionally; demonstrating empathy, and resolving problems promptly.

• Investigate and resolve customer inquiries and complaints quickly.

• Collaborate with staff members to enhance customer service experience through training and assistance at front counter. Achieved

• Adapted in delivering excellent customer service remotely.

• Assessment of applications within the designated timeframe.

• Resolved complex customer issues quickly and effectively by educating on legislative requirements resulting in fewer call backs and greater customer satisfaction.

• Prepared factual, concise and audience appropriate correspondence to QBCC licence applicants to clearly explain my decisions resulting in fewer applicants requesting reviews of my decisions.

• Ability to create a support network within other departments on the QBCC.

Responsibilities

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Investigated and resolved customer inquiries and complaints quickly.
• Educated customers about billing, payment processing and support policies and procedures.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Cross-trained and provided backup support for organizational leadership.
• Assess and determine licence applications while providing quality service, information and assistance to internal and external stakeholders on a wide range of matters.
• Research and analyse information and make recommendations based on relevant evidence.
• Identify and respond quickly to complex customer issues and needs.
• Industry engagement such as tradeshows and workshops.

Achieved

• Adapted in delivering excellent customer service remotely.
• Assessment of applications within the designated timeframe.
• Resolved complex customer issues quickly and effectively by educating on legislative requirements resulting in fewer call backs and greater customer satisfaction.
• Research, analyse, interpret and apply sections of Legislation to make recommendations relating to approval and refusal of applications or referrals for assessment of fitness and propriety and exclusions.
• Prepared factual, concise and audience appropriate correspondence to QBCC licence applicants to clearly explain my decisions resulting in fewer applicants requesting reviews of my decisions.
• Ability to create a support network within other departments on the QBCC.

Responsibilities

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer requests for products, services, and company information.
• Assist with matters relating to the delivery of QBCC's services.
• First point of contact for customer enquiries.
• Provide information and assist customers with their licence applications.
• Provide basic information relating to complaint issues.
• Undertake a range of office administration tasks.

Achieved

• Excellent customer service delivery at our office.
• Have become an integral part of the team.
• Assist with the simplest licensing tasks, such as maintenance request and site supervisor licence applications.
• Early on I provided ideas for the improvement and re-design of the application forms.

Responsibilities

• Responded to requests for information from public, other municipalities or state and federal legislative offices.
• Assess and determine licence applications while providing quality service, information and assistance to internal and external stakeholders on a wide range of matters.
• Research and analyse information and make recommendations based on relevant evidence.
• Research, analyse, interpret and apply sections of the NSW Home Building Act to make recommendations relating to refusal of applications.
• Identify and respond quickly to customer needs.
• Resolve complex customer issues and needs.

Achieved

• Considered by team members as a SME on plumbing related applications.
• Recognised by colleagues for my high level of initial assessment and way of documenting information which saved my Senior Licensing Officer's time when re-assessing my applications and therefore led to quicker customer outcomes.
• Took initiative to record my learning in a way that could be used to improve future knowledge documents and, in the interim, could be used by other new starters
• Assisted in preventing the licensing of a company that may have been considered as using phoenixing methods.