Vicki Callow

Community Engagement & Consultation: Establishing and maintaining positive relationships with Aboriginal and Torres Strait Islander communities to address community issues and improve outcomes.

• Committed to Indigenous Inclusion & Partnership: Fostering collaboration between Indigenous communities and government/non-government agencies to build capability and capacity.

• Knowledgeable in Program/Project Development & Implementation: Designing, executing, and monitoring project plans, documentation, and deliverables to ensure successful outcomes.

• Skilled in Stakeholder Engagement & Liaison: Maintaining regular communication with internal and external stakeholders to facilitate effective service delivery and collaboration.

• Expert in Cultural Sensitivity & Competence: Providing culturally appropriate support and guidance to staff and communities, enhancing cultural competence within the organisation.

• Proficient in Research & Analysis: Collecting, organising, and analysing information to develop innovative solutions and informed decisions.

• Committed to Continuous Improvement: Identifying service delivery issues and recommending strategies to enhance engagement and operational efficiency.

• Knowledgeable in Workplace Health & Safety Standards: Ensuring compliance with organisational policies, WHS standards, and EEO policies to maintain a safe and equitable work environment.

• Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
• Worked with vulnerable customers to understand requirements and provide exceptional service.
• Worked with both internal and external stakeholders to resolve local issues and problems, improve operations and provide exceptional customer service.
• Attend meetings for Remote Services Zone WA, to keep up to date with departmental KPI's and targets. Contributed to reaching and achieving business outcomes.
• Increased customer satisfaction and repeat business through pursuit of resolutions to problems arising from delivering our service to remote and rural locations, protecting departmental reputation and client base.
• Discussed and Negotiated arrangements between staff to clarify misunderstood directions and resolve issues affecting performance.
• Quality Check Officer - Provide feed back and support to team members.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• • Assist people who are experiencing homelessness in gaining housing options either private rental, government housing or sharing.
  
  • Visit people in their home and assist them in solving their tenancy, housing or renting problems, keeping in touch with the client to see how things are going.
  
  • Help with information and assistance with the client’s rights and responsibilities when managing tenancy including helping with understanding letters and documents about housing.
  
  • Work cooperatively towards the amelioration of distress and poverty in the community.
  
  • Act as a community voice as a means through which action for change can be directed.

• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Documented and implemented solutions to a range of daily customer issues.
• Suggest add-on services that would be helpful to customers and improve outcomes eg - Internal referrals to Social Workers, Complex Assessments or External stakeholders such as local organisations that provide support with Budgetting, counselling etc.
• Handled customer issues with confidence, using effective communication and negotiation skills to provide effective resolution.
• Fielded customer questions regarding available payment eligibilty and other support such as concession cards and upcoming departmental changes.
• Consulted with outside stakeholders to resolve customer issues and create effective solutions.
• Educated customers about payment processing and support policies and procedures.
• Promoted experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Maintained accurate and current customer information processing and digital information updates.
• Recommended and actively promoted Digital Service to customers, by thoroughly explaining details and benefits to remote and rural customers.
• Collaborated with staff members to enhance customer service experience and achieved team goals through effective customer service.
• Promoted available products and services to customers during service -Self Service Options Phone and Online services.
• Investigated and resolved accounting, service and delivery concerns.
• Assisted customers by answering questions, responding to inquiries and handling telephone requests.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Maintained up-to-date technical knowledge of payments and service changes.
• Answered calls, emails each day, addressing customer enquiries, solving problems and providing information.
• Engaged in inter-departmental communication to effectively provide customer support.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
• Effective liaison between customers and internal departments.
• Investigated and resolved customer enquiries and complaints quickly.