Tarnia Maurangi

• Processed and assessed Disability Support Pension claims, ensuring accurate and timely assistance to eligible individuals
• Conducted thorough assessments to ensure compliance with established criteria and prevent fraudulent activities
• Delivered exceptional customer service, addressing inquiries and concerns with empathy and professionalism
• Collaborated with internal teams to streamline claim processes, improving overall service delivery
• Provided technical support to claims officers, offering insights and expertise in handling complex cases
• Conducted quality checks and proofreading of reports, evidence, and other documents associated with claims
• Demonstrated leadership through effective collaboration with team members and providing guidance during challenging situations

• Provided exceptional customer service during crisis situations, ensuring individuals affected by natural disasters received accurate and timely assistance.
• Conducted thorough identity checks to prevent fraudulent activities and ensured fair distribution of resources.
• Checked documentation for accuracy and validity on updated systems.
• Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Analysed team performance and identified opportunities for additional training.
• Monitored participant workflow and behaviors throughout training process.

• Assess and evaluate applications for urgent financial assistance to determine eligibility and urgency.
• Collaborate with crisis support teams to prioritise and process urgent payments for individuals facing unforeseen circumstances such as natural disasters, accidents, or sudden financial crises
• Offer support and empathy to clients experiencing distressing situations, ensuring a compassionate and understanding approach.
• Verify and cross-reference documentation submitted with urgent payment applications to ensure accuracy and compliance with eligibility criteria.
• Liaise with external agencies, community organisations, and government entities to gather additional information or support for urgent payment applicants.
• Successfully processed urgent payments for many individuals facing emergencies, contributing to the Department's commitment to supporting vulnerable members of the community.

As the Business Owner and Operator of NTM GATES, I successfully led and managed all aspects of the company's day-to-day operations, including human resources, the design, installation and maintenance of automatic gate systems. I played a crucial role in managing the insurance-related aspects of our automatic gates business, including providing clients and insurance companies with comprehensive quotes and detailed reports.

• Lead a team of contractors for various projects, providing effective leadership and guidance
• Managed multiple projects concurrently, ensuring seamless execution and successful outcomes.
• Formulated and implemented strategic business plans, pinpointing growth opportunities and staying attuned to market trends within the automatic gates industry.

As a Customer Relations Unit Service Officer at the Department of Human Services – Centrelink in Cairns from 2009 to 2012, I played a pivotal role in providing comprehensive service delivery support to the team and ensuring a high standard of customer service. This position involved a multifaceted approach to addressing customer needs, navigating complex issues, and contributing to the overall efficiency of service delivery within the department. My tenure as a Customer Relations Unit Service Officer underscored my commitment to customer service excellence, effective issue resolution, and a proactive approach to improving service delivery processes. These experiences have significantly contributed to my skill set and prepared me for diverse challenges in subsequent roles.

• Ensured that customers received accurate and up-to-date information to make informed decisions related to their interactions with the department.
• Investigated, analysed, and assessed complex, sensitive, and contentious customer issues. This involved navigating intricate cases to negotiate appropriate outcomes or make well-informed determinations.
• Resolved escalated, complex, and sensitive complaints, demonstrating a high level of problem-solving skills and an ability to address systemic issues for effective resolution and customer satisfaction.
• Delivered constructive feedback to staff and internal stakeholders, contributing to the enhancement of quality, consistency, and accuracy of decision-making.
• Successfully resolved complex and sensitive complaints, contributing to a positive reputation for the department and fostering trust among customers.

• Undertake quality assurance activities in accordance with Business Assurance Framework
• Interpret legislation, policy and procedures and respond to technical requests for assistance
• Take over escalated and complex or sensitive customer enquiries, including Supervisor calls
• Responsible for supporting staff through provision of technical knowledge, feedback, coaching and supporting change whilst continuing to deliver quality outcomes
• Undertake call listening within the team to identify individual performance goals and milestones and training recommendations
• Disseminate new information and instructions to the team regarding processing and legislative changes, hints and tips to support performance and team development.