Experience

Commonwealth Ombudsman

• Australia
• Government Administration
• 1 - 100 Employee

• Dispute resolution officer

  • Jul 2021 - Present

  My current role is a customer-focused position where I evaluate and resolve complaints as part of the CMEB Team regarding the Commonwealth agencies. This means that I have to interface with members of the public through phone, in-person and writing correspondence, especially those who present with vulnerabilities. Maintaining efficiencies, I utilise IT systems to assess and resolve complaints, employing caseload management strategies. Utilising my specialist knowledge, I provide informed and effective advice to diverse individuals such as complainants and internal and external stakeholders. Lastly, I perform individually and collaborate with teams to assist with quality assurance, project work and corporate activities. Key Achievements: • Developed experience in making decisions on claims, applications, complaint resolutions and other regulatory decisions, as well as legal obligations, complex customer service, assessments and administration. Show less



Project Allegiance Pty Ltd

• Canberra, Australian Capital Territory, Australia

• Finance Manager

  • May 2020 - Present

  I evaluated and engaged with suppliers and vendors to ensure quality, timeliness and compliance of deliveries, tight cost controls and maximisation of business operational efficiencies. This was another multi-faceted role which included visual merchandising tasks and the receipt and display of incoming products, adherence to planned promotions and implementation of seasonal rotation for sales events. Moreover, I established and administered annual budget, maintaining effective controls to prevent overages, minimise burn rate and support sustainability objectives. As this was a financial-focused role, I managed large finances and account portfolio, utilising account payable and receivable administration skills, establishing business networks and providing client recommendations. I also liaised with clients and stocktakes, finalising the invoice payments and ensuring completion of tasks in a timely manner. Show less



Department of Veteran’s Affairs

• Canberra, Australian Capital Territory, Australia

• REHAB & COMPENSATION – ISH PROCESSING OFFICER APS3

  • Aug 2020 - Jul 2021

  This administration-focused role included daily processing of 100-150 emails and invoices whilst receiving 5-6 complex phone call enquiries from veterans and service providers. With my engagement capabilities, I consulted with internal and external clients through email and phone correspondence, identifying business needs and defining technical requirements. I was required to create and process providers ABN and business details in the CRM systems (DOLLARs, TRIM) and finalising invoices. Drawing on my relationship management skills, I established and developed strong working relationships with clients and key personnel within customer companies whilst maintaining correspondence between veterans, providers and delegates. I also conducted business reviews to ensure high-quality delivery of products and services to veterans, ensuring satisfaction. Key Achievements: • Maintained high-level performance, maximising KPIs and utilising accounting ang finance skills. Show less



Services Australia

• Australia
• Government Administration
• 700 & Above Employee

• Service Officer APS3

  • Mar 2020 - Aug 2020

  As a Service Officer, I provided high-level customer service and support at the initial point of contact, engaging with customers, responding to enquiries, identifying issues and escalating concerns appropriately. Encouraging collaboration, I coordinated with service officers to ensure effective and efficient provision of services, payments and information. I also supported the strategic vision of the Australian Government through the active promotion, demonstration and referral of customers to the department’s self-managed and digital services. Furthermore, I delivered targeted and individualised assistance to customers to effectively access, navigate and interpret services across a range of payments, programs and services. Lastly, I ensured that all operations and processes adhered to established legislation, policies, procedures and guidelines. Key Achievements: • Successfully undertook 5 months of training in 5 hours of debt remediation and completed 52 cases with 92% accuracy within 2 weeks. • Achieved yearly Proficiency recognition in two different departments, and a promotion to compliance debt remediation. • Led a special task for the Department of Veteran’s affairs. Show less



Wizard Corporate Training

• Australia
• Education Administration Programs
• 1 - 100 Employee

• CLIENT RELATIONS MANAGER

  • Jun 2019 - Dec 2019

  This client-focused role involved the engagement with internal and external clients, managing approximately 90-100 calls and 70-75 emails daily, identifying business needs and defining technical requirements. Supporting operations, I performed administrative tasks such as updating and maintenance of CRM, notifying account managers of the changes. I also conducted business reviews to ensure client satisfaction with products and services and identified sales opportunities. Additionally, I attended client meetings, developing productive relationships to achieve KPIs established by the Head of Sales. To ensure achievement of targets, I evaluated the company’s performance against service level agreements and flagged potential issues, liaising with internal departments as necessary. Key Achievements: • Received recognition and 3-month contract extension as a result of high-performance. • Recognised through client feedbacks and two bonuses, as well as complimentary documentation for an upskilling course. Show less



David Jones

• Australia
• Retail
• 700 & Above Employee

• Assistant Manager

  • Sep 2017 - May 2019

  In this management role, I performed human resource tasks, including recruitment, interview, hiring, training and performance management to develop improvement plans and achieve operational and sales targets. Ensuring availability of items at all times, I managed inventory control processes to replenish stock, control costs and maintain sales floor levels to meet client needs. I also established and implemented policies to enhance team productivity and strengthen operational efficiency, preparing reports to the senior management to support decision-making and planning. Across all operations, I always ensured delivery of high-level customer service to general repeat business and achieve sales targets. This leadership role included the management of 17-20 staff members, including other assistant managers, conducting staff meetings and addressing concerns to plan improvements and evaluate progress towards goals. Key Achievements: • Achieved recognitions for the contribution to store success, including team achievement award and CEO appreciation letter. Show less