Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rose Ghassibe

Hinchinbrook,NSW

Summary

Dynamic client services professional with a proven track record in managing client relationships and delivering exceptional service. Strong problem-solving and communication skills consistently ensure high levels of client satisfaction. Highly adaptable and results-driven, with a demonstrated ability to collaborate effectively within teams to meet evolving business needs. Recognised for reliability, flexibility, and a proactive approach to achieving organisational goals.

Overview

26
26
years of professional experience

Work History

Senior Client Service Officer Clerk Grade 2/4

Homes NSW
06.2016 - Current
  • Currently in the Housing Applications processing team managing the Housing Applications Mailbox.
  • Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
  • Enhanced client satisfaction by promptly addressing inquiries and resolving issues via mailbox and telephone.
  • Demonstrated excellent analytical skills by identifying patterns in client behaviour and proactively addressing potential issues before they escalated.
  • Provide knowledgeable service and support for all customer needs. Relying on Policy and Procedure to make informed decisions.
  • Delivered high-quality customer support by efficiently managing multiple priorities while maintaining a positive attitude under pressure situations.
  • Display courage and resilience by mentoring other team members, contributing to their professional development and improving overall team performance.
  • Focuses on providing quality customer service ensuring customer satisfaction is achieved by excellent communication skills both oral and written, active listening skills, adapting to the audience when i speak showing empathy especially to our vulnerable clients, clients with complex needs and sensitive issues and our Cultural and linguistic and diverse clients.
  • Enhanced client satisfaction by promptly addressing inquiries and resolving issues in a timely manner, minimising any negative impact on Homes NSW.
  • Proficient in the use of all computer software applications in the Housing Response Centre in order for me to complete my work in a timely manner.

Customer Service Officer APS3

Service Australia -Centrelink
06.2015 - 06.2016
  • Delivering Front of house operations in a face to face role.
  • Proficient in the use of technology to assist customer queries in a timely manner. Customer First to print Income Statements, attend to Reporting, Advances, payment enquiries, Travel Concession Cards, reordering replacement Concession Cards ie PCC or HCC, creating child records into adult records, issuing passwords, linking codes, resolving access enquiries, change in contact details ie changing their address, telephone numbers etc, issuing rent certificates, printing forms, booking appointments, taking correspondence from customers, scanning documents to their records and certifying sighted originals.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Assisting customers in the use of digital services as per government service delivery operations. ie the new my gov set up.
  • Enhanced customer satisfaction by efficiently addressing and resolving their enquiries and concerns.
  • Make sound decisions.
  • Communicating in an effective way to assess and address customer needs, connecting them to the right services or other team members. Able to speak Arabic and English proficiently.
  • Dealing with vulnerable customers and collaborating with other staff members to achieve an outcome.
  • Working under pressure in a fast-paced environment.
  • Working in a team environment and building relationships with other staff members and engaging with diverse groups of people.
  • Identify and responding to and managing difficult customer circumstances, customer aggression and inappropriate behaviour.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Administration Assistant – 2 to 3 Days Per Week

Anthony Ziade Solicitor
09.2010 - 04.2013
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Increased customer satisfaction by providing timely and professional responses to inquiries via phone, email, or in-person visits.
  • Drafting Court Documents and general correspondence.
  • Managed filing system, entered data and completed other clerical tasks.
  • Attending settlements on conveyancing matters.
  • Assisted coworkers and staff members with special tasks on daily basis.

Customer Service/Administration Assistant – 1 day a week

In Fine Print
01.2010 - 09.2010
  • Assisted with order processing, invoice generation, and payment collection for a seamless purchasing experience.
  • Streamlined administrative processes for increased efficiency and improved customer experiences.

APS 3 Administration Officer

CRS Australia (Commonwealth Rehabilitation Service)
08.2007 - 11.2008
  • Customer Service/front desk reception.
  • Greet clients and manage the waiting area also assist job seekers on the computer.
  • Responding to enquiries both internally and externally either on the phone or face to face communication dealing with all different people from all different levels and backgrounds.
  • Working independently and in a team environment
  • Mentoring staff on how to use technology for the administration department.
  • Attend fortnightly meetings and action any administration tasks for the administration department.
  • Arrange mail, couriers and booking interpreters.
  • Developed strong working relationships with colleagues, contributing to a positive work environment.
  • Aided colleagues, managers, and customers through regular communication and assistance addressing enquiries professionally and in a timely manner.
  • Improved record-keeping accuracy by creating an updated filing system for confidential documents and materials in line with Privacy Act 1988.

Administration Paralegal

Deacons
03.1999 - 07.2007
  • Reporting to a Partner and 2 lawyers.
  • Working to deadlines and often urgent matters. Using strong analytical skills when dealing with complex matters.
  • Working independently and in a team environment.
  • High volume of mortgage and conveyancing files and being able to multitask keeping manager informed of outcomes.
  • Responsibility of files from beginning to end.
  • High level of customer service and communication skills.
  • Liaising with clients (Citibank Pty Ltd, HSBC Bank Australia Limited, Bendigo Bank, St George Bank, Challenger Managed Investments), solicitors, brokers and banks during mortgage and conveyancing transactions and communicating with internal staff.
  • Co-ordination and attending settlements internal and external.
  • Handling telephone enquiries, email and face to face enquiries.
  • Effective written and oral communication skills and customer service skills.
  • Relied upon by many partners and lawyers as I delivery results in a timely manner.
  • Drafting letters and general correspondence.
  • Preparing and typing Mortgage documents in an accurate and timely manner.
  • Preparing contracts for sale in an accurate and timely manner.
  • Proficient in the use of the technology given to me to do my job. ie Microsoft Office.
  • High Level of word processing as responsible for drafting mortgage documents.
  • Knowledge of Privacy Act.

Education

Certificate IV in Social Housing

Leap
Tafe NSW
05-2022

Certificate IV - Business Studies, Legal Studies

Lorraine Martin College
07.1996

HSC -

Canterbury Girls High School
01.1995

Skills

  • Homes
  • Genesys
  • My workzone
  • Cims
  • Messagenet
  • Sharepoint
  • Facs internet
  • Document Verification Service
  • Trim
  • Income Confirmation Scheme
  • Email and internet proficient
  • Customer First
  • Microsoft Word
  • Excel
  • Access
  • Outlook Express
  • SSA client system

Timeline

Senior Client Service Officer Clerk Grade 2/4

Homes NSW
06.2016 - Current

Customer Service Officer APS3

Service Australia -Centrelink
06.2015 - 06.2016

Administration Assistant – 2 to 3 Days Per Week

Anthony Ziade Solicitor
09.2010 - 04.2013

Customer Service/Administration Assistant – 1 day a week

In Fine Print
01.2010 - 09.2010

APS 3 Administration Officer

CRS Australia (Commonwealth Rehabilitation Service)
08.2007 - 11.2008

Administration Paralegal

Deacons
03.1999 - 07.2007

Certificate IV in Social Housing

Leap

Certificate IV - Business Studies, Legal Studies

Lorraine Martin College

HSC -

Canterbury Girls High School

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