Nj Kele
Perth,WA
Summary
Highly competent Service Support Officer with deep experience in providing quality support and service solutions. Strengths lie in problem-solving, communication, and relationship-building abilities. Notable for improving customer satisfaction rates through effective issue resolution and timely response. Strong understanding of operational procedures, demonstrating ability to handle high-pressure situations while maintaining highest standards of performance.
Overview
7
7
years of professional experience
Work History
Service Support Officer- Child Support
Services Australia
Wellington , WA
06.2024 - Current
- Ensured all processes were compliant with applicable laws, regulations and policies relating to customer support operations.
- Created detailed documentation on all interactions including notes about conversations held with customers.
- Maintained a comprehensive knowledge of products and services offered by the organization.
- Initiated follow-up contact with customers after problem resolution to ensure satisfaction levels were met.
- Managed day-to-day operations related to customer support activities including troubleshooting technical issues.
- Monitored daily performance metrics such as call volume, wait times and quality assurance scores.
- Analyzed customer inquiries and complaints, identified root causes of issues, documented solutions and escalated where necessary.
- Managed multiple tasks simultaneously while maintaining a high level of accuracy.
Service Officer - Child Support
Services Australia
Wellington , WA
05.2022 - Current
- Provide customer service support at initial point of contact, identifying customer
needs, checking assessments for accuracy and gathering information to make
accurate decisions - Actively promote, demonstrate and, where appropriate, refer customers to the agency’s
self-managed and digital services - Assess customer needs, requirements, entitlements and obligations
- Resolve routine and non-routine customer complaints, including those received from the
feedback and complaints line, and escalate complex complaints and/or systemic issues - Determine and facilitate payments to customers, including proactive action to recover child support debt
- Research and investigate financial circumstances and capacity to repay child support debt
- Determine and facilitate payments to customers, including proactive action to recover child support debt
- Research and investigate financial circumstances and capacity to repay child support debt
Service Officer
Services Australia
Mirrabooka And Wellington Office, WA
04.2020 - 05.2022
- Centrelink/Medicare-AIR/ Claims Processor
- Cross-skilled to take inbound calls and make out-bound calls to both Centrelink
and Medicare-AIR customers. Duties were to address customer query at first point of contact - Assist customer navigate digital services to access COVID certificates and lodge payment claims
- Process Jobseeker and emergency payment claims in line with legislation and communicate outcome to customers
- Communicate assessment and customer obligations
- Working with colleagues, leaders, supervisors and managers to achieve/maintain
key performance indicators’ - Processing jobseeker claims. Main duties required the processing of claims given in Process
direct and following interim policies, as well as existing policies on operational blueprint, to
process claims correctly in line with legislation.
- Processing of low income cards, youth allowance jobseeker and actioning
allocated Request for information ( RFI’s) that are due on customer records - Correctly re-categorize, request for information, internal referrals as per each individual customer circumstance
- In between the above, my portfolio was expanded to include the processing of
Pharmaceutical Benefits Scheme and Low Income Health care card claims.
Customer Solutions Specialist/Quality Associate
Stellar Asia Pacific
West Perth , WA
03.2019 - 04.2020
- Resolved customer complaints in a timely manner, ensuring customer satisfaction.
- Provided technical support to service officers over the phone
- Developed training materials for new employees related to customer service best practices.
- Recommended changes or improvements to existing processes, procedures or policies related to customer service operations.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Attended regular meetings with other Customer Solutions Specialists to discuss strategies for enhancing the overall customer experience.
- Managed multiple tasks simultaneously while maintaining accuracy of work performed.
- Resolved customer complaints in a timely manner by listening attentively to customer concerns and offering solutions that met their needs.
Business Owner
self employed
Perth, WA
01.2018 - 03.2019
- Conducted regular meetings with employees to review progress towards company goals.
- Negotiated contracts with vendors for supplies and services.
- Resolved conflicts between employees or customers in a timely manner.
- Developed business plan to secure financial backing from investors.
- Developed relationships with key stakeholders, such as suppliers and vendors, in order to secure advantageous terms for the company.
- Implemented systems for tracking sales performance and analyzing data trends in order to maximize profitability.
- Identified and recruited staff members, including managers and sales personnel.
- Interviewed, trained and supervised employees.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
- Mentored and trained new hires on sales techniques and customer service procedures.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Prepared staff work schedules and assigned team members to specific duties.
Education
Bachelor of Science -
UWA
Perth, WA11-2016
Skills
- Call Documentation
- De-Escalation Techniques
- Customer Service
- Excellent Communication
- Customer Relationship Management
- Technical Support
- Quality Assurance
- Call Control
- Complaint resolution
- Performance monitoring
Timeline
Service Support Officer- Child Support
Services Australia
06.2024 - Current
Service Officer - Child Support
Services Australia
05.2022 - Current
Service Officer
Services Australia
04.2020 - 05.2022
Customer Solutions Specialist/Quality Associate
Stellar Asia Pacific
03.2019 - 04.2020
Business Owner
self employed
01.2018 - 03.2019
Bachelor of Science -
UWA
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