Vanessa Simmonds
Lugarno,NSW
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Client Service Officer (L2H Service Team)
Department of Communities and Justice - HOMES NSW - Housing Contact Centre
Liverpool, NSW
11.2022 - Current
- Current Skills Set includes, General Enquires, Application for Housing assistance existing, Disaster Welfare, Maintenance, L2H. Currently in the L2H service team.
- Prioritized and organized tasks to efficiently accomplish service goals/KPI's.
- Provide immediate support to individuals/families who are homeless or at risk of homelessness
- Work collaboratively with internal specialists and external service providers and make referrals where additional support requirements are identified to better meet client needs.
- Domestic Violence callbacks - facilitate wellbeing checks.
- maintain call records, system entries and client/service databases
- initiate, coordinate and priorities actions in response to calls
- Set2go - Provide Clients being release from correctional facilities with temporary accommodation.
- Work directly with clients and their advocates to provide advice and assistance on housing options based on assessment of eligibility and client need and in keeping with relevant legislation, policies and procedures.
- Subject Matter expert in L2H Service Team
- Distribute weekly reporting on supported accommodation to Deputy Secretary and DCJ Directors
- Assisted with the Recipient Created Tax Invoice (RCTI Project)
- Manage and maintain Temporary accommodation call centre mailbox
- Temporary Accommodation Payments authorizing and correcting payments to aligned with the correct interested party and fix registered address references in the system
- L2H Project - Created a Christmas Food Service resource for the HCC, researching, updating and adding addition sites in NSW ensuring call takers can access a resource in real time to provider our most vulnerable with information on where to access a meal.
- Conduct L2H Assessments - make referrals to appropriate SHS or NON Service's and specialist SHS in more complex situations.
- Temporary accommodation assessment, utilize CIMS to source and book temporary accommodation.
- Liaise with Accommodation providers to ensure clients have checked in.
- I exercise autonomy, analytic thinking and problem solving to my work
- Utilize resources available to me such as Sharepoint to review and understand the relevant policies and training guides in Sharepoint
- Taken part in an APO Development Day
Branch Manager
Commitco Pty/Cash Stop Financial Services
Various Locations Sydney
01.2016 - 07.2022
- Making reasonable enquiries about the customer's requirements, objectives and financial situation in relation to the credit contract
- Take reasonable steps to verify the customer's financial situation including VEDA reports as required
- Demonstrate extensive knowledge and ensure compliance of all mandatory, non-negotiable policies related to: safety and security procedures AML/CTF rules and related policies/Privacy Act/National Credit Act/Regulations (where applicable) IDR/EDR policies Work Health and Safety (WHS) Legal responsibilities as per asic laws
- Responsible for managing staff levels and rosters across multiple branches
- Facilitate and support NSW Police with audit requirements
- Maintain an organized filing and follow-up system to ensure there is proper written documentation to fulfil responsibilities as well as maintaining accurate accounting procedures and ensure all reporting is completed in a timely fashion
- Complete all tasks as directed by the Area Manager, Vice President, Accounting Team or Human Resources
- Maintaining inventory management controls (cash and retail negotiable)
- Analyze chargeback/collection activity and take corrective action or assist as required to ensure company expectations are met
- Review branch results daily as well as monthly/quarterly earnings statements to ensure corrective action is taken when operating targets are not being met
- Provide continual supervision, praise, feedback and discipline to staff, documenting performance and retaining in the employee file
- Monitor market trends and competitors, and report findings to Area Manager or CEO
- Implement Company Marketing Plans/ business building plans /new products or services as required
- Provide written feedback quarterly in relation to scorecard objectives noting planned corrective action to address target shortfalls
- Financials, Budget and Reporting
- Staff Evaluations/Discussion Documents
- Coach, Mentor and Develop Staff, KPI'S
- Daily Operation of Store
- Cash Handling Large sums
- Foreign Currency Exchange & Western Union Money Transfers
- Processing Unsecured Loan Application's
- Risk Assessment
- Cheque Cashing
- Ensuring Up to Date with P&P's
- Process Secured Loans - Value, Test and Research & Buy/Sell Retail Goods
- Extensive Customer Service, Ensuring Customer Standard is being adhered
- Handling Complaints/CCR
- Marketing
- Stocktakes/In Branch Auditing.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
- Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Provided feedback on employee performance evaluations conducted by supervisors.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Analyzed data to identify trends related to products, services, customers and markets served by the branch.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Monitored financial performance of the branch on a monthly basis.
- Resolved escalated customer complaints in a timely manner.
- Conducted regular performance reviews for all employees in the branch.
- Created reports summarizing operational performance metrics for senior management review.
- Performed regular audits of financial records in order to ensure accuracy.
- Managed staff scheduling, hiring and training processes.
- Prepared monthly, quarterly, and annual financial reports for management.
- Developed and implemented financial strategies to achieve company goals.
- Analyzed actual financial results to budget, preparing variance reporting to functional groups.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Conducted risk assessments and created mitigation plans for projects.
- Trained staff in finance-related policies, procedures, and best practices.
- Conducted reviews and evaluations for cost-reduction opportunities.
Skills
- Time Management
- Interpersonal Skills
- Customer Data Confidentiality
- Effective Communication
- Calm and Professional Under Pressure
- Problem-solving abilities
- Continuous Improvement
- Customer service excellence
- Analytical Skills
- Team Collaboration
- Multitasking
Education Achievements
- Certificate II & III in Hospitality
- Certificate II in Retail Operations
- RSA
- Statement of Attainment in Community Services (working with diverse people)
- Statement of Attainment in Community Services (Work Legally and Ethically)
- Statement of Attainment in Community Services (Facilitate the interest and rights of clients)
- Statement of Attainment in Community Services (Manage Personal Stressors in work environment)
Accomplishments
- HCC - Customer Service Excellence Award
- HCC - 100% on Quality Results
References
- Nikki Prasad, Area Manager, Commitco, 0432664475
- Ritu Devi, HR, Commitco, 0448894604
Timeline
Client Service Officer (L2H Service Team)
Department of Communities and Justice - HOMES NSW - Housing Contact Centre
11.2022 - Current
Branch Manager
Commitco Pty/Cash Stop Financial Services
01.2016 - 07.2022
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