Tania Denis
29 Yeo St, Victoria Point,QLD
Summary
Responsible for delivering a range of customer service function such as face to face services and processing work. Provide exceptional customer service support by assisting customers to claim payments, helping customers understand legislation, policy, procedures, payments and services administered by the agency. Conduct assessments and quality assurance activities to ensure payment accuracy by reviewing agency data sources and checking for payment correctness. Work independently with little or no supervision in my current role, collaborate with internal and external key stakeholders and provide support to the team in processing when in need.
Overview
7
7
years of professional experience
Work History
Service Officer
Services Australia
04.2021 - Current
- Proficient in both Centrelink and Medicare work.
- Wellness Wellbeing committee, Community comittee and Change committee in my current office for shaping, influencing and changing the office culture and attitudes.
- Collaborate with a wide network of internal and external stake holders.
- Uses critical thinking to make ethical, transparent and data-informed decisions.
- Process income support payments, concession cards and change of circumstances updates.
- Investigate complex situations, by reviewing documents and questioning customers, in order to process work accurately and efficiently.
- Analyse Services Australia channels and performance dashboards to understand drivers for customers, third parties, and health professional contacting us to resolve issues and simplify processes and reduce the need for face-to-face or telephony contact.
- Prioritize which tasks are most important to be completed and meet the Agency's performance expectations.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
Legal Services Administrator
Kanoon Law Group
01.2020 - 04.2021
- Answered telephone and coordinated meetings and conferences for solicitors and clients.
- Investigated facts and law of cases, using pertinent sources to determine causes of action and to prepare cases.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Compiled documentation, ensuring accuracy and detail for legal briefs, responses to opposing counsel, motions to court and trial exhibits.
Barista
Muffin Break
01.2017 - 03.2021
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
Sales Agent
Trew Marketing
08.2017 - 01.2017
- Increased sales and customer satisfaction through personalized servicing.
- Assisted call-in customers with questions and orders.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
Education
Diploma - Crime & Justice
TAFE Queensland
Brisbane, QLD11.2020
Certificate IV - Crime & Justice
TAFE Queensland
Brisbane, QLD12.2019
High School Diploma -
Ganesha High School
Jakarta, Indonesia12.2015
Skills
- To quickly obtain relevant technical knowledge, internal processes and procedures
- To create ideas and plan strategies to leadership team regarding business and process improvement as a Wellness Well-Being committee, Community officer and Change committee for the office
- To analyse issues and interpret information to inform decision-making
- To record, prepare and extract information with a high level of accuracy and attention to detail
- To plan and organize own work to achieve results in line with set deadlines
- To contribute to and work cooperatively as a member of the team
- To use critical thinking to make ethical, transparent and data-informed decisions
- To adhere to employment's vision and principles and APS Code of Conduct
- To adapt constant changes in policies and procedures, ways of operating and scheduling
- To provide assistance to colleagues in processing and procedures of how it needs to be assessed
- To communicate clearly and adapt messages to the needs of the audience
Accomplishments
- Southern Queensland Zone Achievement Award 2022 - Services Australia
- Face-to-Face Division Significant Achievement Award for Business Excellence 2022 - Services Australia
Referees
Manager – Services Australia
Tracey Sommer
07 3405 0630
tracey.sommer@servicesaustralia.gov.au
Line Team Leader – Services Australia
Lullie Woodcock
0438 188 146 | 07 3405 0630
lullie.woodcock@servicesaustralia.gov.au
Timeline
Service Officer
Services Australia
04.2021 - Current
Legal Services Administrator
Kanoon Law Group
01.2020 - 04.2021
Sales Agent
Trew Marketing
08.2017 - 01.2017
Barista
Muffin Break
01.2017 - 03.2021
Diploma - Crime & Justice
TAFE Queensland
Certificate IV - Crime & Justice
TAFE Queensland
High School Diploma -
Ganesha High School