NICHOLAS (NICK) RYALL
Workforce Optimisation Support Officer
Pelican Waters,QLD
Summary
Enthusiastic and customer-focused Support Officer that initiates and identifies action and analyzes options to facilitate service improvement. Demonstrates strong information management skills and proficient knowledge of Genesys, CRM, Microsoft Outlook and Microsoft Office applications to present information in wide range of formats with excellent attention to detail. Conducts target setting, profiling and performance monitoring to meet priorities of business and customers. Have developed 3 years of experience in a wide variety of roles within the Residential Tenancies Authority.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
Work History
Workforce Optimisation Support Officer (A04)
Residential Tenancies Authority
3 2024 - Current
- Expert Knowledge of Genesys
- Strong skills in rostering, scheduling and resource forecasting.
- Highly knowledgeable of work flows in CX division.
- Highly proficient in CRM and Microsoft Office Suite.
- Possess excellent time management and communication skills.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
- Streamlined workflows for enhanced efficiency by identifying and implementing process improvements.
Bond Management Support Officer (A04)
Residential Tenancies Authority
10.2023 - 03.2024
- Created reports, presentations and other materials for executive staff.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Organized and updated databases, records and other information resources.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Improved office operations by automating client correspondence, record tracking and data communications.
Support Officer (A04)
Residential Tenancies Authority
07.2023 - 10.2023
- Client Correspondence Queue - Responding to complex Tenancy Enquiries;
- Front Counter - Engaging with customers from a wide variety of backgrounds with face to face interactions and knowledge or rental legislation;
- DFV call handling - providing accurate information and information security to some of the most vulnerable customers;
- Client Support Queue- Providing call back assistance to customers who require further engagement.
- Processing Request forms from property managers and tenants
- Assisting staff with vulnerable or non responsive customers
CX Support Officer (A03)
Residential Tenancies Authority
02.2023 - 07.2023
- Digital Dispute Data Entry - Processing and responding to dispute forms, creating dispute cases and providing notices of unresolved disputes; Bond Support Queue - prioritising urgent forms and routing forms to corresponding queues.
Virtual Floor Walker Team (A03)
Residential Tenancies Authority
10.2022 - 01.2023
- Providing consultation for team members to assist responding to customer enquiries; Provide support for escalated enquiries; Participate in feedback sessions to improve functionality of contact centre and assisting new starters enhance performance results.
CX Officer (A03)
Residential Tenancies Authority
08.2021 - 10.2022
- Responding to customer enquiries regarding bond information and tenancy legislation; Maintaining confidential information including contact details and bank account records; Proficient in CRM, Genesis, USD.
Annotations Officer
Auscript
12.2016 - 04.2020
- Annotating a wide variety of court cases; Managing multiple hearings with a same-day deadline; Handling sensitive evidence recordings; Developing skills in a wide range of computer programs; Training new staff members with assistance in logging and use of computer programs.
Education
Bachelor of Justice - Policing Major, Forensic Investigation Minor - Criminal Justice
Queensland University of Technology (QUT) (Gardens Point)
Brisbane 02.2011 - 11.2014
Graduate Certificate in Intelligence -
Queensland University of Technology (QUT) (Gardens Point)
Brisbane 07.2015 - 06.2016
High School Diploma -
Marist College Ashgrove
Brisbane 02.2005 - 11.2010
Skills
Work Planning and Prioritization
Flexible Schedule
Correspondence Management
Problem-Solving
Continuous Improvement
Operational Support
References
- Jill Davidson, 0438 593 999 , Jill.Davidson@rta.qld.gov.au
- Michaela Alletsee, 0466 904 458, Michaela.Alletsee@rta.qld.gov.au
Interests
Fitness and Sports - Rugby, Tennis, Cricket and AFL
Community Service
Music
Reading and Publishing
History
Creative Writing
Current Affairs
Timeline
Bond Management Support Officer (A04)
Residential Tenancies Authority
10.2023 - 03.2024
Support Officer (A04)
Residential Tenancies Authority
07.2023 - 10.2023
CX Support Officer (A03)
Residential Tenancies Authority
02.2023 - 07.2023
Virtual Floor Walker Team (A03)
Residential Tenancies Authority
10.2022 - 01.2023
CX Officer (A03)
Residential Tenancies Authority
08.2021 - 10.2022
Annotations Officer
Auscript
12.2016 - 04.2020
Graduate Certificate in Intelligence -
Queensland University of Technology (QUT) (Gardens Point)
07.2015 - 06.2016
Bachelor of Justice - Policing Major, Forensic Investigation Minor - Criminal Justice
Queensland University of Technology (QUT) (Gardens Point)
02.2011 - 11.2014
High School Diploma -
Marist College Ashgrove
02.2005 - 11.2010
Workforce Optimisation Support Officer (A04)
Residential Tenancies Authority
3 2024 - Current
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