Sandy Hirst
Eastwood,VIC
Summary
An effective Payment Support Officer who has delivered results and met business objectives in administration and coordinator. My demonstrated strengths include relationship management i.e. I have consistently demonstrated my commitment to customer service providing a high level of customer service and through my communication and relationship skills, developing strong working relationships with my professional colleagues, team members, internal and external clients. My results orientation and problem-solving capabilities are demonstrated through my experience in working with a wide range of corporate databases, and records management systems to support the organisation and clients.
Overview
6
6
years of professional experience
Work History
Payment Support Officer
Customer Payment Optimisation Team - Service NSW
09.2023 - Current
- Conduct detailed Internal review on dispute cases to promote effective outcomes according to procedures, grants guidelines and relevant delegations
- Maintain up-to-date knowledge and understanding of grants policy and procedure to ensure disputes are resolved effectively
- Maintain accurate records of dispute resolution processes, including decisions made, and any follow-up actions required using the tools provided
- Manage dispute cases following the dispute management framework
- Prepare outcome letter for the customers on the resolution of their disputes
- Identify and escalate potential risks and issues to support risk mitigation
- Update RNSW platform (Debtrak) with Instructions and Outcomes (debt maintained or debt overturned)
- Triage incoming Internal Review to determine best avenue for customer
- Manage caseloads meeting KPI’s
- Attend team meetings to contribute knowledge and collaborate ideas
- Record management and documents repository in SharePoint
- Verbal and written communication with customers to discuss complex application issues and requirements
- Working independently on caseload, examine and reflect on own performance
- Keep customer informed of the progress of the Internal Review
- Sharing information and knowledge across teams and stakeholders to enable informed decision making
- Escalate any identified complex issues to team leader for consideration and liaise with stakeholders where necessary ie/ Fraud, Policy
Grant Coordinator
Service NSW
08.2021 - 09.2023
- Supervise and support my team and/or coach others to complete related tasks to service standards and achieve optimal service delivery
- Respond to a wide range of enquiries and escalated enquiries from external and internal customers in line with service standards to ensure the provision of accurate information, and the timely and effective resolution of issues
- Educate customers on the rights and responsibilities of parties, requirements, and services to raise community awareness and ensure compliance with legislation and/or processes
- Facilitate appropriate customers outcomes by applying relevant knowledge, legislation, regulations, and procedures
- Strong communication skills both written and verbal
- Able to relate to applicant in a sympathetic manner during stressful times
- Provide administrative services, respond to enquiries, and complete a range of processing activities with accuracy and efficiency to support quality customer service outcomes
- Excellent attention to detail and proactive problem-solving skills
- Proven team player and ability to work unsupervised.
Teacher Aide
Home Schooling
07.2019 - 07.2021
- Assist my 2 sons in their Education with year level equivalent activities, to develop their knowledge of literacy and numeracy along with life skills, science, technology and health
- Create individual plans for the Home Education Unit outlining the future years outcomes for both my sons, write reports and set daily, weekly and monthly tasks to make sure these outcomes are achieved
- Supported digital online delivery of lessons and materials in home-based environment.
- Taught daily life skills and behaviors to students to build practical knowledge.
- Engaged students through lecture and discussion, increasing classroom interaction to build inclusive learning environment.
Educational Support
Hills International Collage
04.2018 - 03.2019
- Supported and boosted students’ engagement in class activities, providing clear and responsive answers to individual queries and concerns
- Prepared equipment for science experiments to be carried out during classes
- Delivered pre-lab talks outlining background information and core concepts
- Demonstrated laboratory techniques
- Supervised experiments to ensure safety and accuracy.
Skills
- Consistently demonstrated commitment to high-level customer service and developed strong working relationships with professional colleagues, team members, and internal/external clients
- Effective communication abilities proven through successful relationship building and maintaining open lines of communication with diverse stakeholders
- Proficient in administration and coordination, with a solid background in meeting business objectives
- Proven track record of delivering results and meeting business objectives
- Collaborative team member with a history of effective teamwork and cooperation within diverse professional settings
- Demonstrated problem-solving capabilities in handling various challenges and finding solutions to support the organisation and clients
Reference
Sargon David
Team Leader - Service NSW
Sargon.David@service.nsw.gov.au
Laura-Jane Aspey
Team Leader - Service NSW
Laurajane.aspey@service.nsw.gov.au
Timeline
Payment Support Officer
Customer Payment Optimisation Team - Service NSW
09.2023 - Current
Grant Coordinator
Service NSW
08.2021 - 09.2023
Teacher Aide
Home Schooling
07.2019 - 07.2021
Educational Support
Hills International Collage
04.2018 - 03.2019
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