Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Royce Shanks

Banksia,NSW

Summary

  • Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships.
  • I am a hard working dedicated person committed to the task at hand, I enjoy face to face contact with my customers and strive to seek the best possible outcome.
  • I have 17 years experience in face to face and phone based customer service. during this time i have dealt with people from a wide cross section of the community and have the experience required to deal with many different types of people.

Overview

16
16
years of professional experience

Work History

Customer Service Representative

Service NSW
02.2019 - Current
  • Deal with simple and complex transactions on a day to day basis.
  • Apply policy and procedure as applicable to each transaction.
  • Provide subject matter expert advice to fellow employees.
  • Complete daily checks of work completed by fellow Customer Service Representatives..
  • Provide over rides to allow completion of transactions to fellow colleagues where applicable in line with Transport for NSW policy.
  • Conduct all transactions for Transport for NSW, Fair Trade NSW and The Registry of Births Deaths and Marriages.
  • Provide advice to customers on how best to complete the transaction and what the requirements are to do so in line with current policies and procedures.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Customer Service Representative/2IC

Australian Receivables Limited
02.2011 - 02.2019
  • Daily reporting to team leader and managers on the performance of the portfolio
  • Set daily strategies for the team to work to and ensure portfolio lists are up to date
  • Deal with escalated calls
  • Ensure the customer receives the best possible service
  • Make outbound collections calls and take inbound calls
  • Ensure all correspondence/ representations is attached to files and forward to the Revenue NSW Debt Partners team
  • Liase with the Debt Partners team on complex cases
  • Attend monthly progress meetings
  • Report any operational issues to team leaders and Debt Partners Team at OSR

Deputy Court Registrar

Ministry Of Justice
12.2007 - 01.2011
  • The collection of imposed and overdue fines which involves contacting individuals on a daily basis
  • Dealing with enquires from third parties whilst also meeting the requirements of the Privacy Act
  • Finding and allocating payments to a profile that have been made but not yet allocated to that profile
  • Resolving situations involving defendants, victims and third parties
  • Advising victims and defendants of their rights and responsibilities under the acts relating to the powers of a deputy registrar
  • Ensuring the collection and release of information as stipulated under the Privacy Act is met
  • Writing reports to the Judiciary
  • Provide information regarding Civil enforcement applications and how to apply for civil enforcement
  • Establish and maintain key relstionships with court users

Education

Bachelor of Arts - Art Education

University of New South Wales
Sydney, NSW
12.1998

High School Diploma -

Christian Brothers School
Lewisham, NSW
10.1993

Skills

  • Information Security
  • Paperwork Processing
  • Data Entry
  • Call Management
  • Experience working in a variety of roles meeting the needs of clients
  • Relate well to a wide range of people including people of different ages and from diverse backgrounds and cultures
  • Ability to use a number of computer-based reconciliation systems
  • Good working knowledge of Microsoft Office packages, Email and Internet
  • Ability to establish and maintain relationships with key stakeholders and parties
  • Good working knowledge of the fines enforcement process and Office of State Revenue processes
  • Excellent conflict resolution skills
  • Able to priortise and adjust priorities in a work environment on a case by case and needs basis

Accomplishments

  • Experience working in a variety of roles meeting the needs of clients
  • Relate well to a wide range of people including people of different ages and from diverse backgrounds and cultures.
  • Ability to use a number of computer-based reconciliation systems
  • Good working knowledge of Microsoft Office packages, Email and Internet
  • Ability to establish and maintain relationships with key stakeholders and parties
  • Good working knowledge of the fines enforcement process and Office of State Revenue processes

Training:

  • Deputy Registrar training (MoJ)
  • Civil Enforcement Team training (MoJ)
  • Certificate 3 Mercantile Agents
  • Transport for NSW DRIVES training
  • Cost of Living – support service specialist
  • 7 habits of effective people
  • Excellent conflict resolution skills
  • Able to priortise and adjust priorities in a work environment on a case by case and needs basis

Timeline

Customer Service Representative

Service NSW
02.2019 - Current

Customer Service Representative/2IC

Australian Receivables Limited
02.2011 - 02.2019

Deputy Court Registrar

Ministry Of Justice
12.2007 - 01.2011

Bachelor of Arts - Art Education

University of New South Wales

High School Diploma -

Christian Brothers School

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Royce Shanks