Summary
Overview
Work History
Education
Skills
Timeline
Generic

Munira Nur

Melbourne,VIC

Summary

Proactive APS4 NCC Service Officer specializing in participant and provider support with extensive experience in handling enquiries, troubleshooting, and compliance. Demonstrated success in improving service delivery and reducing backlogs through strategic planning and process improvement. Bringing strong communication skills, NDIA legislation knowledge, and a commitment to enhancing participant satisfaction.

Overview

9
9
years of professional experience

Work History

APS4 NCC Service Officer

NDIA
03.2024 - Current
  • Handled participant and provider inquiries via phone and email, delivering prompt and accurate responses to support participants and their representatives.
  • Maintained accurate comprehensive records of each interaction, following NDIA data standards to ensure compliance, accountability and thorough documentation for future reference.
  • Triaged requests, giving priority to cases where participants disability or risk factors required attention.
  • Assisted participants and providers facing issues with accessing online portal by providing troubleshooting guidance and directing them to the NDIS website for additional resources.
  • Processed plan variation requests, significantly contributing to reducing the agency backlog. Ensuring participant satisfaction by resolving inquiries at first contact whenever possible.
  • Assisted participants who wish to voluntarily leave the NDIS, guided them through each step by explaining the exit process in detail and ensure they fully understand the implications, then finalised the exit upon receipt of the completed form.
  • Applied comprehensive knowledge of the NDIA act, legislation, and agency procedures to ensure all inquiries were resolved in alignment with NDIA act and regulatory requirements.

Customer Service Consultant

ATO
02.2023 - 03.2024
  • Utilized linguistic skills to effectively communicate with diverse customer base.
  • Audited documentation to identify errors and documented findings for review and action.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Monitored the client's data to keep information up-to-date through effective administrative support.
  • Ensured high-quality service delivery by addressing customer needs and resolving concerns promptly.
  • Exceeded customer expectations and built loyalty through effective linguistics and stakeholder management.
  • Maintained strong relationships with external stakeholders, contributing to team activities and fostering a collaborative work environment.
  • Applied strategic planning and process improvement initiatives in service delivery, improving satisfaction ratings by 20% within 6 weeks.
  • Leveraged multiple communication channels including email and inbound calls to respond promptly to customer inquiries and escalations.
  • Adhered to Agency policies and scripts to achieve call time and quality standards, thereby enhancing effectiveness, information analysis and engagement.

Educator

Friendly Family Day Care
01.2021 - 12.2023
  • Demonstrated leadership in a family day care setting, making key decisions to ensure the wellbeing of children.
  • Collaborated with adults and children to provide safe and educational experience.
  • Chose materials and developed lesson plans to enhance skills for individual students.
  • Followed strict guidelines and ensured compliance with all relevant regulations, reducing safety incidents by 30% within the first year.
  • Followed strict guidelines and ensured compliance with all relevant regulations, reducing safety incidents by 30% within the first year.
  • Held accountability for actions, with regular assessments leading to a 15% improvement in care strategies over a 6-month period
  • Utilised established frameworks for decision making and supervision, holding myself accountable for the quality of care provided.
  • Utilised established frameworks for decision making and supervision, holding myself accountable for the quality of care provided.

Educator

Kids Cubby Kindy Child Care
06.2015 - 12.2020
  • Performed data entry tasks and provided feedback to build trust and improve service quality.
  • Improved customer satisfaction ratings by 40% in 6 months, strategically using customer feedback and technical knowledge.
  • Complied with education and care service national regulation and national law acts, collaborating with both internal and external partners to ensure adherence.
  • Ensured health, safety, and wellbeing of children, adapting to various situations to maintain care standards.
  • Independently implemented an educational program aligned with the early years learning framework, demonstrating passion for working with children.

Education

Bachelor of Health Science - Public Health

Western Sydney University
Sydney, NSW
03-2022

Diploma - Of Early Childhood Education And Care

ECTARC
Sydney, NSW
12-2017

Skills

    ● Effective Communication

    ● Customer Service oriented

    ● Problem Solving

    ● Adaptability

    ● Attention to Detail

    ● Quality Standards

    ● Time Management

    ● Microsoft Office proficient Friendly and Polite when dealing with both internal and external stakeholders

    ● Sound understanding of relevant policy and framework

    ● Software Technical Support

    ● Tax Laws

    ● NDIS Legislation

Timeline

APS4 NCC Service Officer

NDIA
03.2024 - Current

Customer Service Consultant

ATO
02.2023 - 03.2024

Educator

Friendly Family Day Care
01.2021 - 12.2023

Educator

Kids Cubby Kindy Child Care
06.2015 - 12.2020

Bachelor of Health Science - Public Health

Western Sydney University

Diploma - Of Early Childhood Education And Care

ECTARC

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Munira Nur