Greater Sydney Area
As a recent mature-age graduate with a Bachelor of Arts, specialising in Government, International Relations, and Philosophy, I bring a unique blend of academic knowledge and practical experience. With over five years of dedicated service in customer support roles, my journey has been marked by a deep commitment to understanding and addressing the complex needs of diverse individuals. At Revenue NSW, I lead initiatives to revisit and resolve sensitive cases, ensuring each client receives the comprehensive support they deserve. My role as a Community Support Worker has been instrumental in empowering service users to reach their personal goals through tailored educational programs and daily life skills development. The ability to mentor new staff and foster strong customer relationships is a testament to my commitment to both personal and organisational growth.
• Currently managing project mapping and stakeholder collaboration for one project. • Assisting in automating routine project management tasks for improved efficiency. • Participating in risk assessment and mitigation planning for the ongoing project. • Facilitate meetings and document key decisions and action items effectively for improved efficiency.
Key Accomplishments: • Facilitated service users’ engagement with appropriate activities, including employment, home-support and community access/outings, which supported service users to achieve their individual goals. • Provided education and support to assist service users to develop their daily life skills. • Reviewed service user NDIS care plans and goals to ensure adequate and appropriate support. • Utilised my excellent interpersonal and communication skills to provide education (either 1:1 or in small group settings) to support clients in response to their individual client need, and to contribute to the development of clients’ daily living skills. • Ensured completion of appropriate records and documentation in line with relevant legislation and internal policy. • Communicated effectively with a wide range of stakeholders to ensure service users were provided with the right support, at the right time, and in a manner that best met their needs.
• Collaborated with internal and external stakeholders as a Volunteer Advisor within the Everyone at Work Program at Revenue NSW. • Provided day-to-day support to program participant, ensuring their success and growth. • Developed strong communication and interpersonal skills while working in a team-oriented environment.
Key Accomplishments: • Led initiative to communicate with sensitive but incomplete previous case files, to determine whether reopen files. •Trained and mentored 2 staff on all aspects of the grants program and supported them during their first month working on the program. Created and provided letter templates for the use of staff new to the grants program. • Built rapport with customers who had experienced varied trauma. Always maintained professionalism whilst educating customers on their rights and responsibilities. This has enabled some customers to pass on their knowledge of the grant process to other customers within the communities. • Received positive feedback multiple times from customers. • Reviewed and advised on more complex matters and coached and collaborated with team members on how to resolve these effectively within a group environment • Proactively set team goals utilising the learning tools and courses that Revenue NSW provide online that are aligned with my team’s goals and my short, medium and long-term goals. • Provided a range of operational and administrative support within established delegation levels to ensure the effective operation of the team. • Updated and maintained Records - proficient records management. • Worked in a timely and efficient manner to achieve team goals. • Ensured all applications escalated are sufficiently and appropriately documented and reflect the program requirements. • Followed set policies and procedures that completed activities in accordance with privacy laws and legislative requirements to ensure confidentiality of the customer is a priority at all times. • Constantly upskilled and adapted to directives given which are frequent.
In my role as an Administrative Support Officer at Revenue NSW, I provided crucial administrative and support services, including records management and note-taking for senior executive meetings. I also developed key networks within the department to foster collaboration and edited news for the intranet. Additionally, I also tested UAT Equity Systems for individual users.
Key Accomplishments: • Demonstrated the skills to act in high pressure situations when dealing with critical incidents and triaged to appropriate colleagues. • Built rapport effectively and quickly with customers. • Demonstrated my confidence and resourcefulness, and ability and willingness to adapt to changing circumstances and environment while maintaining a calm manner. • Handled marketing enquiries and informed customers of the services available tailored to their needs.