VERONIQUE VAN DEN RUL
Summary
"Meticulous and highly organized professional with a proven track record of thriving in fast-paced, high-pressure environments. Exceptional communicator with advanced time management skills, consistently delivering results while juggling competing priorities with precision and poise
Overview
12
12
years of professional experience
Work History
Client Services Officer
Department of Communities
12.2021 - Current
- Prioritized and organized caseload to meet deadlines and maintain high standards of service delivery in compliance with organizational policies and procedures.
- Coordinated with multidisciplinary teams, including healthcare providers, community resources, to facilitate holistic support to clients.
- Internally, collaborated with team members and leadership team by submitting feedback as to improve business and operation level
- Utilized a customer-focused approach to resolve complex queries and concerns, ensuring high level of applicant satisfaction
- Managed and responded to over 100 weekly inquiries regarding public housing application, providing accurate and timely information to applicants
- Assisted customers with completing housing applications, ensuring all required documentation was provided and correctly filled out
Housing Services Officer
Department of Communities
12.2021 - Current
- Provided comprehensive tenant support regarding tenant enquiries such as accounts, maintenance and tenancy matters.
- Carried out regular inspections and build report with tenants
- Maintained detailed and confidential case records, ensuring data integrity and facilitating successful audits.
- Proactively managed and discussed rent arrears with tenant, developing tailored repayment plans to help them meet their obligations to avoid eviction.
- Conducted thorough assessments of tenant's financial situations to provide personalized advice and support
Customer Service Officer
Services Australia
03.2020 - 12.2021
- Responded to customer inquiries regarding payment statuses, providing clear and detailed information to resolve issues and prevent delays
- Provided customers with guidance on available payment options and support programs, helping them make informed decisions about their entitlements
- Maintained comprehensive and up-to-date records of all payment transactions and communications, ensuring compliance with data protection and privacy regulations
- Assisted customer to access, navigate or interpret services across a range of payments, programs and services
- Actively promoted, demonstrated and, where appropriate, referred customers to the department's self-managed and digital services
- Managed sensitive and sometimes confronting information
Compliance Officer
Services Australia
01.2020 - 01.2021
- Developed and implemented repayment plans tailored to clients' financial situations, aiming to recover outstanding amounts while minimizing financial hardship
- Identified and assessed instances of incorrect payments through analysis of financial records and client information, ensuring accurate debt termination.
- Conducted thorough investigations into cases of overpayments and non compliance, raising and managing debt recovery actions in accordance with organizational policies and legislative requirements.
- Monitored and tracked the progress of debt recovery actions, maintaining comprehensive records and reporting on outcomes to senior management.
- Reviewed customer data from multiple sources and investigate inconsistencies to ensure that the department correctly delivers its services and payments in line with legislation and policies
- Maintained accurate and up-to-date records in compliance with confidentiality, and data protection regulations, ensuring seamless case transition and audits.
Business Operations Manager
MPAV Pty Ltd. Trading as Croissant Express
01.2013 - 03.2020
- Solely responsible for business operations when director is overseas.
- Prepared and managed food delivery for 200+ guests for special events achieving a zero error result.
- Enforced a high standard of health and safety rules.
- Trained new staff and managed a team of 3.
- Executing daily store operations and general administrative duties.
Education
Graduate Diploma - Business- Tourism
Van Celst Instituut
Antwerpen, BelgiumSkills
- Task management
- Clear and concise report drafting
- Cultural sensitivity
- Accuracy assessment
- Clear and concise report drafting
- Task management
- Work coordination
Timeline
Client Services Officer
Department of Communities
12.2021 - Current
Housing Services Officer
Department of Communities
12.2021 - Current
Customer Service Officer
Services Australia
03.2020 - 12.2021
Compliance Officer
Services Australia
01.2020 - 01.2021
Business Operations Manager
MPAV Pty Ltd. Trading as Croissant Express
01.2013 - 03.2020
Graduate Diploma - Business- Tourism
Van Celst Instituut
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