Renay Rankin

My substantive role is with the Department of Customer Service (DCS) as an Engagement and Complaints Officer 5/6 - Consumer Services, Hunter West Cluster which encompasses Newcastle, Gosford, Bathurst, Orange, Dubbo and Broken Hill Fair Trading Centres, I currently I have acted in various roles including, Aboriginal Programs Officer 5/6 - Hunter West, Community Liaison Co- Ordinator 7/8 (Disability), Senior Engagement and Complaints Officer (SECO) 5/6 - Newcastle, SECO - Automotive unit and SECO for the Register Review Team. These roles are varied and challenging in different ways which has taught me to be very adaptable and cohesive. I possess a high level of communication skills which I have developed throughout my working life. This includes active listening, being empathetic and being able to interpret the emotions of others to use the correct tone and body language. I am aware of the need to ensure that my messages are clear, concise and easily understood. I am sensitive to others and relate well to their needs. I communicate well with people of all levels both internally and externally. I have highly developed computer and database knowledge and am competent in various computer applications such as TRIM, Office 365, Customer Assistance System (CAS) which is utilised to collect, review, assess/analyse customer enquiries and complaint data for the Register Review Team, Senior Engagement & Complaints Officer (SECO) monitoring Engagement Complaints Office's work. Community Activity Recording System (CARS) this database is used to record community activities. I have an excellent understanding and experience in using social media applications such as Facebook, Yammer and Teams to deliver effective and timely messages to clients, I have also participated as a member of the Facebook moderator team. During my employment I have been provided with the opportunity to work in various roles and be involved with numerous projects, working across these varied roles has enabled me to deliver exceptional customer service that is personalised, genuine and constructive. I can convey information clearly and listen attentively to what the customers' needs are ensuring the customer is at the centre of what we do. I have the natural ability to establish rapport with a diverse range of customers and peers, this has been acknowledged with positive Net Promoter Scores (NPS) and internal recognition badges. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development. Results-oriented Project Officer prepared to apply extensive knowledge and experience to new position. Detail-oriented and methodical professional with an analytical approach. Adept at coordinating documentation, spreadsheets, presentations, and supporting materials.

• Tracy, Harrold, Team Manager, tracy.harrold@customerservice.nsw.gov.au, 02 9566 8754, Newcastle FTC
• Josephine, Zola, Team Manager, Josephine.zola@customerservice.nsw.gov.au, 02 9566 8760, Sydney FTC