Samuel Cooper
Lower Mitcham,Australia
Summary
Motivated Caseworker with high-level integrity and strong desire to help resolve challenges. Compassionate and team-oriented individual offering extensive knowledge of services, treatment options and issue resolution methods for all cases.
Overview
7
7
years of professional experience
Work History
Passport Case Officer
Australian Passport Office
10.2023 - 07.2024
- Assessed passport applications for eligibility as a delegate for the minister
- Ensured applications submitted matched the criteria to be given a passport such as citizenship and correct documentation necessary to obtain a passport
- Made certain that applications were processed with no mistakes to ensure the quality of these documents met the standards set by the Australian Passport Office.
- Monitored case progress for timely completion and compliance with applicable regulations.
Customer Service Officer
Australian Passport Office
03.2023 - 10.2023
- Assisting callers with inquiries relating to Passports and non-conventional travel documents
- Assisting callers with the booking of necessary appointments through online booking tools as well as emailing the appropriate sources when tasks required following up
- Maintained great statistics regarding call handling times and quality of calls
- Offered a one-stop option for those calling making sure their enquiries were handled quickly, professionally and courteously.
- Completed data entry to record call notes, suggestions and questions.
Customer Service Representative
Unique Student Identifier team
03.2022 - 03.2023
- Provided a one stop option for callers requiring their Unique Student Identifier code as well as updates to their account information when necessary
- Adhered to guidelines provided by management on which procedures to use when handling calls and emails
- Maintained a strong record of quality assurance standards with an average score of 98% quality whilst providing a great service for callers
- Adhered to KPI's revolving around average calls per hour and handling times
- Handled Enquiries both phonetically, via the internet support option and through emails
- Maintained a strong team relationship with both peers and team leaders.
Volunteer work
Save the children
06.2021 - 03.2022
- Reliable, weekly volunteer work at local Op Shop to give back to the community
- Provided customers with a positive and tailored shopping experience
- Assisted in register management and general assistance
- Worked collaboratively with peers to ensure shop is stocked and adhering to safe work practices.
Administration/retail assistant
Ferguson Australia
12.2017 - 12.2020
- Provide information and advice to customers via email, phone, in person and online
- Receiving and collecting customer orders for the Christmas period
- Assisting customers both locally and regionally place orders for Christmas over the phone
- Assisting in the retail shop such as taking payments and cashing off.
Education
Bachelors - International Relations And Political Science
Flinders University
Adelaide01.2022
Masters - International Relations
Flinders University
AdelaideSkills
- Investigative abilities
- Client Engagement
- Case information confidentiality
- Highly effective communication
References
* Jared Foster-Perryman, Team leader – Australian Passport Office
* Kym Diercks – Team Leader – Australian Passport Office - 0402634478 – Kdiercks@hotmail.com
* Jarrad lee, Quality Assurance Manager, USI, 0406233400, jarrad.lee@tuta.io
* Jack Gaspar, Team Leader, USI, 0401512216
Timeline
Passport Case Officer
Australian Passport Office
10.2023 - 07.2024
Customer Service Officer
Australian Passport Office
03.2023 - 10.2023
Customer Service Representative
Unique Student Identifier team
03.2022 - 03.2023
Volunteer work
Save the children
06.2021 - 03.2022
Administration/retail assistant
Ferguson Australia
12.2017 - 12.2020
Bachelors - International Relations And Political Science
Flinders University
Masters - International Relations
Flinders University
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