Rosie Hawley

• Comprehensive research and investigation into multiple Customer Centrelink Reference Numbers.
• Technical and analytical skills
• Great working relationships with external and internal stakeholders.
• Working to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Exceed goals through effective task prioritization and I have great work ethic.
• Approachable, energetic and enthusiastic in fast-paced environment.
• Collaborate with team members to achieve target results.
• Carry out day-to-day duties accurately and efficiently.
• Consistence hard work and dedication to improve business operations.
• Working with team to understand needs and provide excellent service to our customers.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Offered one on one personalized customer service based on their Centrelink enquiry.
• Liaised with stakeholders such as job providers to complete customers business.
• Face to face contact with multicultural customers
• Able to work within a fast paced environment.
• Great customer service through active listening and relating to customers situation.

• APS5
• Assist Team Leaders with Campaigns to uplift existing digital support products for front-line employees
• Creating content design, writing and publishing content for educational products through PowerPoint, to increase staff digital capability and build confidence needed to drive a digital first culture.
• Developed and maintained courteous and effective working relationships with senior Management and Stakeholders.
• Used coordination and planning skills to achieve results according to schedule.
• Designed posters and Digital publications to promote a digital first approach for Digital Campaigns and Promotions.

• APS5
• Engaged and managed impacted stakeholders regarding multiple record creation;
• Created and published written content and design for Data Quality Unit Prevention training presentations and materials relating to multiple and intertwined records;
• Contributed to the development and implementation of improvements and best practices in processes and procedures towards Prevention strategies;
• Created infographic reports and written content for Prevention reports for view by Data Quality Unit Management;
• Prepared ad-hoc reports requested by Data Quality Unit Management;
• Prepared content and analytical Multiple Customer Reference Number reports and then disseminate across various teams of the agency;
• Strong communication skills by facilitating virtual training sessions;
• Analytical, data manipulation and extraction experience.

• APS5
• Conducted comprehensive analysis and technical process for intertwined Customer Centrelink Reference Numbers;
• Drafted and finalized Intertwined case studies and privacy incident reports.
• Established working relationships with external and internal stakeholders.

• Comprehensive research and investigation into multiple Customer Centrelink Reference Numbers;
• Liaising with external and internal stakeholders.

• APS5
• Technical Peer Support to senior staff and staff within the Families and Child Care Branch, virtual and face to face contact;
• Lead team meetings.

• Processing Family Assistance and Child Care claims;
• FAO Subject Matter Expert;
• Schoolkids Bonus Project Team;
• Quality Checker;
• Change Management Officer.

• Age Pension and Carers Payment processing team;
• Department of Veteran Affairs Officer;
• Front of House Staff;
• Assisted customers with online services;
• Walk in appointments;
• Overview on Random Sample Reviews.

• Call Centre - Age, Carers and Disability payments.
• Addressed customer complaints and customer conflict via phone contacts and mitigated dissatisfaction by employing timely and on-point solutions.

• Opal Cove Resort, Coffs Harbour - October 2005 - October 2006
• Rydges Esplanade Resort, Carins QLD - January 2005 - October 2005
• Cable Beach Resort, Broome WA - Jan 2004 - July 2004
• Dealing with customers reservations, and online enquires over the phone regarding hotel bookings.
• Arranged special accommodations for guests to enhance visitor experiences.
• Responded promptly to emails from customers inquiring about availability or rates for specific dates.
• Provided detailed information about nearby attractions, restaurants and entertainment venues upon request.
• Input and confirmed reservations for guests.
• Great verbal and non-verbal communication skills and customer conflict skills
• Computer skills
• Kept records of room availability and guest accounts, manually or using computers.
• Answered guest inquiries, recommending shopping, dining or entertainment.
• Answered incoming calls to book hotel rooms, made reservations and provided information regarding amenities, rates and availability.
• Assisted guests with any problems or complaints they may have had during their stay at the hotel.
• Contacted housekeeping or maintenance staff to report room or building issues.

• Front Desk - Casino Gaming Guest Services Officer - provided information to customers regarding reward points and promotions.
• VIP Hotel reservations and reception service agent - catering for the high-rollers request, vehicle booking and reservation hotel bookings.
• Member of the Treasury Casino Entertainment Team
• Bar attendant
• Drinks Machine attendant

Waitress, Housekeeping, Coffee shop and Bistro attendant.

• Excellent customer services within a diverse cultural environment.
• Responded to ad hoc cleaning duties at end of shift.
• Relayed orders to service bar and kitchen via point-of-sale register system.
• Presented food and beverages to guests at tables.
• Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
• Cleared away dirty dishes from tables after each course was finished.
• Took orders for food and drinks and delivered them to guests.
• Presented menus to patrons to answer questions about menu items and make recommendations.

Waitress, Bar Attendant, Housekeeping, Casino Guest Services

• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Assisted with customer requests and answered questions to improve satisfaction.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Completed day-to-day duties accurately and efficiently.
• Worked with cross-functional teams to achieve goals.