Nicole Williams
Middleton Grange,NSW
Summary
Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills.
Overview
25
25
years of professional experience
Work History
Intelligence Officer/Fraud Control and Investigation Division – Intelligence Branch
Centrelink//Services Australia
02.2023 - Current
- Action real-time alerts of potential fraud triggered in the Fraud Management System (FMS) in a timely manner, focussing on getting correct payments to genuine customers
- Assess fraud risks in claims and document decisions that are simple and helpful to customers, peers and stakeholders
- Escalate risks and emerging trends.
- Conducted in-depth research on emerging threats, enabling proactive countermeasures and increased situational awareness.
- Identified trends and patterns in intelligence data, providing actionable insights for strategic planning efforts.
Service Advisor/Health & Safety Representative/Student Services Team/Disability Services Team
Centrelink/Medicare/Services Australia
06.1999 - 02.2023
- Processing of payments and customer updates
- Confirming customers Identification
- Utilising knowledge for all payment and benefit types that Services Australia provide and utilising Internal Intranet Operational blue print to serve Recipients and Claimants and answer queries, and interpret complex legislation
- Investigation and assessment of appeals lodged by customers
- Assessing Unreasonable to live at home claims for vulnerable youth
- Liaising with Social Workers on site
- Assessing and Processing claims for Medicare customers
- Building and maintaining honest and respectful relationships with external and internal stakeholders
- Liaising between staff and Management in all Health and Safety concerns within the site.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
Transition Broker
Picton High School/Campbelltown Service Centre
02.2003 - 01.2005
- Pilot program – Position within Picton High School, assisting students at risk of failing and or leaving school early
- Support students in decision making on their future
- Support included planning their future, Investigation and applying for further study outside of school, finding and applying for work
- Meeting student at TAFE or other study institutions for support.
Medical Receptionist
Yagoona Medical Centre
01.2011 - 12.2014
- Part time – Saturday to Sunday
- 4 Doctors on site along with Psychologist and Nurse
- Processing Medicare billing
- Sending letters to Patients requesting contact for Medical results.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
Administrative Support Officer
Sefton High School
01.2011 - 04.2012
- Casual work support Office staff within the school
- Updating student records – New enrolments, Student academic marks, and Excursion permission letters from Parents
- Day to day advice letters from school to Parents as instructed by senior staff.
- Improved inter-departmental communication by fostering a collaborative work environment among team members.
- Managed high-volume phone lines, directing calls to appropriate personnel and ensuring prompt customer service.
Education
Diploma in Community Services (Welfare) -
TAFE NSW
Granville, NSWSkills
- Data Analysis
- Human intelligence collection
- Self-motivation
- Information gathering
- Creative problem-solving
- Product Knowledge
- Conflict Mediation
- Project Management Abilities
References
- Sarah Traynor, Services Australia, Social Worker, Sarah.Traynor@servicesaustralia.gov.au, 0402 340 891
- Emershae Reid-Hingston, Services Australia – Intelligence Analyst, emershae.reid-hingston@servicesaustralia.gov.au, 0406 640 601
Timeline
Intelligence Officer/Fraud Control and Investigation Division – Intelligence Branch
Centrelink//Services Australia
02.2023 - Current
Medical Receptionist
Yagoona Medical Centre
01.2011 - 12.2014
Administrative Support Officer
Sefton High School
01.2011 - 04.2012
Transition Broker
Picton High School/Campbelltown Service Centre
02.2003 - 01.2005
Service Advisor/Health & Safety Representative/Student Services Team/Disability Services Team
Centrelink/Medicare/Services Australia
06.1999 - 02.2023
Diploma in Community Services (Welfare) -
TAFE NSW
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