Case Management Specialist

• Aug 2021 - Present

Senior Customer Service Representative Services Australia Contract

• May 2021 - Aug 2021

Assisting and engaging clients of Service Australia with a particular focus on Centrelink and Medicare clients.Focused primarily on promoting and assisting clients with online service solutions primarily, MyGov.Also provided correct numbers and in some cases transferred client to the correct government department.Navigated key government systems, procedures and databases to acquire information to present to clients.

Leadership Enablement and Development (LEAD) Agent

• Apr 2020 - Aug 2021

Helped in assistance and mentoring of new members of the company. Proactive in making sure that the new customer service officers understood the content and provided advice on how to meet targeted KPIs.Provided Floor Walking support to new inductees whilst they were in consolidation training.Assisted team leader in sending out team's statistics to teammates.

Senior Customer Service Representative Australian Tax Office Contract

• Sep 2017 - Apr 2021

Assisting and engaging with clients, tax agents and business owners in order to ensure that their tax affairs are complying.Promoted the online channels and self-service in order to provide better convenience for the client and reduce the chance of them calling back.Navigated key government systems, procedures and databases to acquire information to present to clients.Keeping up to date with constantly changing government procedures and initiatives.

Administrative Assistant

• 2016 - 2017

Created and maintain detailed expenditure reports delivered to the director. Assisted the director in daily operational functions including; drafting documents, organising and maintaining electronic files and ensuring the department kept to schedule by developing an office calendar. Created and maintain detailed expenditure reports delivered to the director. Assisted the director in daily operational functions including; drafting documents, organising and maintaining electronic files and ensuring the department kept to schedule by developing an office calendar.

Consultant

• Jan 2014 - Jul 2016

Sourced own clients Sales role primarily dealing with financial saving plans and insurance Customer service also done as I became first point of contact between client and their service provider. Sourced own clients Sales role primarily dealing with financial saving plans and insurance Customer service also done as I became first point of contact between client and their service provider.