PETER COMBS
Mount Lawley,WA
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure an APS 4 position.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
Work History
APS3 - WA - Visa Support and Decision Makers
Department Of Home Affairs
03.2024 - 10.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Proved successful working within tight deadlines and a fast-paced environment.
APS4 - WA - Leading Border Force Officer
Department Of Home Affairs
11.2023 - 02.2024
- Spearheaded initiatives to improve overall team performance through utilising data sources more efficiently.
- Identified trends in non-compliant activities, leading to the development of targeted enforcement strategies.
- Performed intelligence analysis and law enforcement activities such as monitoring of depots and warehouses via on-site inspections..
- Documented activities in reports and collated notes for use in court proceedings to actions.
- Upheld a high standard of integrity by consistently applying customs regulations and guidelines impartially during inspections.
- Maintained accurate records, documenting inspection findings and actions taken to address violations.
APS 4 Payments Officer
NDIS
02.2022 - 11.2022
- Assessing manual payment eligibility and making payments
- Assessing manual payment enquiries from Participants, Providers and Plan Managers
- Actively participated as Change Champion during roll out of new initiatives
- Supported the Reward and Recognition monthly awards as the representative for the payments team for WA
- Detected anomalies in payment enquiries for referral to fraud/recovery/debt teams
- You will provide operational and administrative support that may involve research and analysis activities
- Investigated and resolved outstanding payment requests
- Engaged with internal and external stakeholders to resolve payment enquiries often directly contacting participants and other stakeholders in the NDIS system
- Strong contributor to decision-making in the team, sharing knowledge and skills with new starters
- Remained mindful and kept knowledge and compliance of legislative, financial and administrative frameworks
- Prepared summaries of new legislative changes for the team as the start of discussions around such changes
APS 3
Services Australia
03.2021 - 08.2021
- Taking large volumes of phone calls from Medicare Providers for things such as account changes or PBS Drug Authorisations
- Receiving phone calls from clients in crisis often homeless after bushfires to resolve emergency payments and their approval
- Updating the Australian Immunisation Register for providers and members of the public
- Correcting errors in immunisation records electronically lodged
- Dealing with a very wide range of backgrounds of clients and a broad range of understanding requiring explanations to always me tailored most easily understood
- Dealing with sensitive matters and often highly emotional clients at times of crisis ensuring empathy and reassuring them by explaining carefully processes and managing their expectations on time to resolve
APS 3 Service Delivery Officer/Compliance
Australian Taxation Office
06.2020 - 03.2021
- Providing customer service to both personal and business tax accounts
- Reviewing Jobkeeper/Cashboost anomalies
- Investigating and assessing risk of fraud or genuine honest errors
- Professional and respectful approach to contacts with taxpayers to obtain further details to assist in making decisions
- Application of penalties, negotiation of repayment plans and correspondence to this end
- Process payments manually for refunds or mistaken payments for GST
Call Centre Operator
Bankwest
02.2018 - 08.2019
- 4-5 Customer compliments a month & cus sat
- 99.94% over 2 years (follow up survey)
- High propensity for finding out of box solutions for customers
- Team Representative on People and Culture Committee
- Ability to work to targets and KPI's
- Taking ownership of customer experience by striving for first point resolution of customer queries; those requiring deeper investigation of an issue would be case managed until resolved
- Ensuring that all call back promises to customers are completed on time
- Effective questioning to make sure customer enquiries are fully understood
- Identifying sales opportunities from existing customer regularly in top 10 highest referrers in the Call Centre base on leads vs actual sales
- Identifying change and improvement opportunities and seeing quite a few of these ideas roll out improving business profitability and customer experience
- Prevented $80,000 fraud by noticing anomalies in transaction behaviour (kite flying)
- Completed FSR Tier 2 training KAPLAN course - General Advice
- OSH Committee member for Retail Services approx
- 1500 colleagues
APS 2 Australian Border Force Officer
Department of Home Affairs
06.2014 - 12.2017
- Processing passenger movements in and out of Australia, facial recognition and ensuring passport/travel docs are correct
- Risk assessing passenger particulars and behaviour to identify where further enquiries are needed
- Processing Tourist Refund Scheme requests from outgoing passengers
- Where necessary performing search and preparation of sterile airport zones
- Working with absolute integrity and honesty at all times both in and out of work
- As a public servant always being profession and appropriate as it represents the Australian Government
- Always being aware of surroundings and quickly detecting unusual or suspicious people/objects/circumstances
- Always treating passengers with respect and working effectively with non-English speaking passengers
- Contributing to the safety and security of Australia and its borders as a part of a team
Regulatory Risk
12.2012 - 09.2013
- Responsible for approving and compliance auditing advertising/marketing content before publication
- Review and update Product Disclosure documents and maintain version control
- Holding seminars for marketing team members to introduce them to regulatory changes and provide summarised reference documents
- Worked on NCCP introduction and subsequent
- Review and random audit across various areas to ensure compliance with legislation and APRA/ASIC/FOS policies
- Engaging with internal stakeholders to ensure buy-in and positively influencing implementing various compliance programs and legislative requirements
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Excellent communication
- Critical thinking
- Calm under pressure
- Organization and time management
- Decision-making
Timeline
APS3 - WA - Visa Support and Decision Makers
Department Of Home Affairs
03.2024 - 10.2024
APS4 - WA - Leading Border Force Officer
Department Of Home Affairs
11.2023 - 02.2024
APS 4 Payments Officer
NDIS
02.2022 - 11.2022
APS 3
Services Australia
03.2021 - 08.2021
APS 3 Service Delivery Officer/Compliance
Australian Taxation Office
06.2020 - 03.2021
Call Centre Operator
Bankwest
02.2018 - 08.2019
APS 2 Australian Border Force Officer
Department of Home Affairs
06.2014 - 12.2017
Regulatory Risk
12.2012 - 09.2013
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