Caroline P. Email and Phone Number

My passion is delivering efficient and accurate customer service above expectations, which is well demonstrated in my professional experience. As a Living in Accommodation Contact Centre Consultant with Defence Housing Australia I assisted Defence Members to coordinate on base accommodation by providing timely and accurate advice on availability, entitlements and provided support and information to fulfil their varied needs.Demonstrated application of excellent communication and stakeholder engagement skills, both written and verbal, communicated with influence and applied effective negotiation skills in time sensitive situations. Experience in setting personal workflow and adapting to a fast paced and changing environment with a calm focus on details and competing priorities.Assisted DHA LIA co-ordinating large groups of ADF personnel for ‘Bush Fire Assist’ and ‘COVID-19 Assist’ adapted readily to change in challenging times due to the rigours of posting season with a diminished workforce. Streamlined request/approval processes.Demonstrated experience and knowledge regarding Defence programs and services, continuous application of regularly updated information and SOPs. Contribute regularly to reform initiatives to improve business processes and continuous improvements to service delivery. Project management across dual service Centres and reporting of business analysis methodologies to Canberra head office team in preparation of the Royal Commission.In my previous role as a contractor (SO4) with Concentrix Call Centre for the Department of Human Services I assisted customers with enquiries within the Family Assistance, Centrelink portfolio. I utilised questioning, problem solving and applied relevant legislation to solve complex issues and determine outcomes at first contact.My personality inspires those around me to succeed and my managerial style brings out the best in my team members. I lead by example and always display a positive attitude in the workplace and thrive on the challenges of satisfying a disgruntled customer. Always reaching a positive outcome, never required to escalate an issue.During the four years working for Defence, I have proven to be a fast keen learner, confident stepping into a new role and hitting the ground running. A customer relationship expert I seek a challenging new role to live up to my full potential, contributing to the defence of Australia.Currently working in Estate Planning Infrastructure Division, strategic planning; stakeholder engagement on live Army Base, contributing to Tiger Team Culture.