Vasati Lo Tam
Stanhope Gardens ,NSW
Summary
Dynamic Senior Operations Support Officer at Mission Australia Housing with extensive experience in high-volume customer service. Proven ability to enhance workflows and mentor teams, leveraging strong interpersonal skills and sound PC proficiency. Committed to improving client satisfaction and resolving complex housing issues effectively.
Overview
6
6
years of professional experience
Work History
Senior Operations Support Officer
Mission Australia Housing
08.2024 - Current
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Created, prepared, and delivered reports to various departments.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Mentored and trained employees through day-to-day work and complex problems.
- Monitored performance metrics regularly, taking corrective actions as needed to maintain high levels of service excellence consistently.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Manage High risk and complex portfolio in the tenancy space
- Support community development in community engagement
- Mentor the student placements who do their hours with Mission Australia Housing.
- Sit in muck ins with Housing officers to monitor and support with rental arrears
Allocation Officer
Mission Australia Housing
07.2022 - 08.2024
- Allocate vacant properties from the housing pathways register
- Assess applications for tenant transfers
- Assess applications for affordable housing
- Reporting URL exemptions for DCJ
- Assisting clients with their housing applications
- conduct interviews for priority housing, manage enquiries to resolve housing needs and provide expert advice
- capture and record applicant in the relevant IT System
Housing Officer
Mission Australia Housing
07.2021 - 07.2022
- Calculated tenant rent amounts to prepare leases and contracts.
- Managing a portfolio of about 200 properties within the greater western sydney
- Managing rental arrears, anti social behaviours, routine inspections, NCAT, managing transitional properties
- Conducted home inspections
- communicated with people from various cultures and backgrounds using active listening and interpersonal talents to ensure consistency
- Dealt with Anti social behaviours
- liaised with internal and external stakeholders
Access & Demand Officer
Link Wentworth
07.2019 - 02.2020
- Working with clients to help resolve their housing needs
- Assisting clients with their housing applications
- conduct interviews for priority housing
- Manage enquiries via phone, face to face
- capture and record applicant in the relevant IT Systems (HOMES and TRIM)
- conduct intensive Tenancy facilitation to maximise housing opportunities in the private rental market
- Provide temporary accommodation to clients in need of assistance
- Worked with external stakeholders to provide housing and prevent homelessness
- helped clients find permanent or temporary housing
Skills
- Extensive experience in face to face delivery
- Excellent interpersonal skills when dealing with diverse range of customers
- Proven experience in a diverse and high volume customer service environment
- High level of oral and written communication skills
- strong team focus including the ability to work well with others
- Sound PC skills in microsoft, Government systems such as TRIM , HOMES, CX
- Culture Awareness, dealing with people with disabilities
Timeline
Senior Operations Support Officer
Mission Australia Housing
08.2024 - Current
Allocation Officer
Mission Australia Housing
07.2022 - 08.2024
Housing Officer
Mission Australia Housing
07.2021 - 07.2022
Access & Demand Officer
Link Wentworth
07.2019 - 02.2020
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