As a dedicated customer service professional, I provide timely, professional, and courteous responses to client inquiries across multiple channels, including phone, email, website, and database, ensuring all interactions meet service level standards. Using the Blue Card Services database and other resources, I accurately retrieve and process client information, while documenting interactions and tracking follow-ups to maintain compliance with service protocols.I have a strong understanding of the Working with Children (Risk Management and Screening) Act 2000 and apply policies and procedures to safeguard children and vulnerable individuals. My responsibilities include reading and analyzing QLD Court and Police Briefs, criminal histories, and making informed decisions in line with legislative requirements.I actively contribute to team discussions to enhance operational efficiency, monitor unresolved queries, and escalate complex issues to the appropriate teams. Additionally, I provide administrative support to the Compliance and Community Information teams, ensuring accurate data management and compliance with workplace policies and the Queensland Public Service Code of Conduct.

As a regulatory compliance professional, I process high-risk applications and notifications within agreed timeframes, ensuring strict adherence to relevant legislation. I assessed site plans, waiver requests, and supporting documentation to facilitate informed decision-making and ensuring regulatory compliance.I also provided expert advice to internal and external clients on licensing processes, regulatory requirements, and procedural matters, consistently delivering clear and accurate guidance. In addition, I contributed to the preparation of briefs, reports, and other correspondence related to licensing applications and regulatory activities.Collaboration was key in my role, as worked closely with cross-functional teams to streamline processes, improving operational efficiency, and ensuring high-quality service delivery to stakeholders. I actively participated in team meetings, offering recommendations on procedural and legislative changes, and maintained a proactive approach to staying up-to-date with industry standards and legislative updates.

As a Grants Processing Officer within Community Recovery, i played a crucial role in providing support through the processing of key financial grants. Focusing on delivering exceptional support by efficiently handling Queenslander’s grant applications. With dedication to detail and commitment to timely assistance, to ensure that the process was smooth and straightforward for applicants. By doing so, I was not just processing applications; but directly contributing to easing the immediate challenges faced by individuals and families, helping them on their path to recovery.

In my most recent role i dedicated my focus on ensuring seamless processes and exemplary service delivery, I've successfully overseen the complete spectrum of workers' compensation claims. My role involved direct engagement with injured workers, employers and allied health professionals to streamline and resolve claims efficiently.Key Highlights:✅ End-to-End Management: Orchestrated the entire lifecycle of workers' compensation claims, utilizing adept decision-making skills to ensure accurate and timely resolutions.✅ Precision and Detail Orientation: Maintained a steadfast commitment to accuracy, evident in meticulous file notations, statement completion, and precise online registrations.✅ Stakeholder Collaboration: Fostered effective collaborations with diverse stakeholders, ensuring unparalleled customer service and achieving crucial service level benchmarks.✅ Communication Proficiency: Proficiently prepared and conveyed written correspondence to all pertinent parties involved in the claims process.✅ Data Management and Compliance: Managed complex data within internal systems while adhering meticulously to regulatory standards.✅ Strategic Contribution: Actively participated in pivotal business projects, with a particular focus on advancing learning and development initiatives.

As a Customer Experience Leader at ANC Delivers, I played a pivotal role in driving process improvement and ensuring team compliance. I spearheaded the implementation of new processes, ensuring the customer experience team and delivery professionals strictly adhered to them. My proactive monitoring of operations allowed me to provide comprehensive feedback on various performance aspects, such as timing, customer service and safety. Additionally, I conducted risk assessments to guarantee process compliance, further enhancing operational efficiency and customer satisfaction. A key focus of my role was promoting teamwork and optimising operations. I actively engaged in meetings and conducted comprehensive training sessions for the team. Through collaborative efforts, I successfully improved team cohesion and operational effectiveness, leading to enhanced overall performance. Handling challenging escalations and managing multiple accounts were also crucial aspects of my responsibilities. I acted as the go-to expert for addressing challenging escalations, working collaboratively with the team to achieve optimal outcomes within budget and set timelines. Effectively communicating with national internal and external stakeholders, including major retail accounts like The Good Guys, JB Hi-Fi, Ikea, William Sonoma and Pottery Barn, I managed in-home deliveries with meticulous attention to detail. Key Achievements: • Earned a reputation as a dependable problem solver, entrusted by business managers, operators and internal/external stakeholders for quick and effective solutions, leveraging extensive knowledge and developed resources.• Spearheaded a collaborative effort resulting in a remarkable 96% reduction in escalations.• Recognised as the Employee of the Month for exceptional teamwork, contributing through training, covering staff shortages and displaying remarkable flexibility.

Whilst working as a Phone Operator and Dispatcher at Wagga Radio Cabs Cooperative Society Ltd, my role involved managing a high volume of calls and bookings effectively. Collaborating closely with drivers, dispatchers and management, I worked diligently to optimise delivery routes and schedules, thereby maximising cab drivers' efficiency. My ability to handle the workload efficiently contributed to the seamless operation of the dispatch system, ensuring timely and efficient pick-ups and deliveries for our customers. One of my primary responsibilities was skilfully conducting logistical dispatch of the cab fleet and handling various tasks related to data entry. I efficiently managed out-of-town bookings, vouchers and cab charges, strictly adhering to standard operating procedures to maintain accurate records and smooth operations. My attention to detail and systematic approach to managing these tasks were crucial in providing reliable and well-organised services to our customers. Proactively addressing customer complaints was another important aspect of my role. I took the initiative to investigate and document customer issues, particularly those related to unprofessional drivers and customer service. By resolving these issues promptly and professionally, I contributed to maintaining a positive reputation for the company and ensuring customer satisfaction.

As a Service Team Member at Coles Supermarket, my role encompassed a range of vital responsibilities that contributed to the smooth functioning of the store. Adhering to rigorous Work Health and Safety infection control practices, I diligently executed industrial vacuuming and trolley collection to maintain a clean and safe environment for both customers and staff. Additionally, I operated various industrial equipment, such as electric ride-on pallet jacks, scrubbing/buffing floor machinery and high-pressure hosing, ensuring the safe handling of service ware and maintaining strict safety standards during machine operation. My dedication to organisational excellence extended to the accurate management of records. I took pride in organising and maintaining precise records of orders, acknowledgements, internal notes and essential customer contact information within the designated database system. This meticulous approach facilitated streamlined processes and ensured crucial information was readily accessible when needed. Adhering to stringent sanitary, hygienic, security and safety standards and policies was of paramount importance throughout my tenure. My unwavering commitment to these standards ensured a hygienic shopping environment for customers and a safe workplace for my colleagues. Furthermore, I actively cultivated strong customer relationships by consistently delivering exceptional customer service. By fostering a professional and welcoming atmosphere, I contributed to an overall positive shopping experience, leaving customers satisfied and eager to return to Coles Supermarket.

During my time as a Part-Time Store Attendant at Freedom Pools, delivering exceptional customer service was at the forefront of my responsibilities. I approached inquiries and complaints with a professional and empathetic demeanour, aligning my actions with company policies to ensure optimal customer satisfaction. My dedication to providing outstanding service played a crucial role in building positive relationships with customers and resolving their concerns effectively. Another significant aspect of my role involved conducting pool chemical testing meticulously. I skilfully performed tests on both display and client pools, ensuring water PH and chlorine levels met the required standards. My attention to detail and commitment to maintaining water quality contributed to the overall safety and enjoyment of our pool facilities for customers. Moreover, I took pride in upholding the cleanliness and functionality of spas, pools and filtration systems. Employing authorised chemicals and equipment, I diligently carried out cleaning and maintenance tasks, ensuring a hygienic and well-maintained environment for our patrons. My efforts were instrumental in creating a welcoming and safe atmosphere at Freedom Pools.

Starting my professional career at McDonald’s Australia Ltd as a Part-Time Team Member, I played a pivotal role in ensuring the seamless functioning of the restaurant by efficiently managing various areas, including drive-thru, front counter and burger room operations. I took pride in adhering to stringent safety and hygiene protocols, skilfully preparing and cooking food items to ensure the utmost compliance. Maintaining a spotless and organised work environment was a key priority for me. I diligently performed equipment and fittings maintenance, along with ensuring the cleanliness of the entire restaurant premises. In addition to my operational contributions, I also demonstrated exceptional financial responsibility by handling money transactions and consistently conducting precise cash drawer balancing, ensuring accuracy and accountability. One of my greatest strengths during my tenure was delivering top-notch customer service. I consistently exemplified courtesy and professionalism while taking customers' orders, striving to enhance their overall dining experiences. My commitment to providing exceptional service and ensuring the smooth operation of various restaurant functions contributed significantly to maintaining high customer satisfaction levels and a positive dining atmosphere.