Job Title: APS3 Contact Centre Operator
Word Limit: 2000 characters pp max
Contributes to strategic thinking
Throughout my career, especially within the government sector industry, I have developed the ability to think logically, understand situations from a strategic perspective and follow through by formulating and implementing effective short-term and long-term decisions. Within the Department of Immigration and Border Protection (DIBP), as an Call Centre Operator and Training Coach, I practice informed decision-making and possess sound judgement with recognition of implications. Contributing to solutions and progress, I harness information and opportunities when performing my day-to-day duties, constantly working diligently to adhere with existing practices to improve efficiency.
During my tenure with DIBP, I dealt with a customer in relation to the organisation phase out of utilisation of facsimile machines and the redirection to online application. The department was tasked with the support of end users during this process and customers and peers looked upon me as a mentor in this transitional change. During this process, I received a phone call from an aggravated customer who did not exhibit strong computer skills or in internet based activities and was unable to complete the required steps of the change process. Supported by the initial training provided by DIBP, I was confident in my capability to educate this customer to a satisfactory conclusion. By displaying patience and confident communication to direct this customer to the designated area of department website, walk through the process of application up until submitting their final work, I was not only able to assist the customer on this particular call but also educate for further occasions.
Through maintaining high level of quality in providing customer service and ensure adherence to the call handling protocols, I was influential in my ability to meet and exceed the set Key Performance Indicators relating to this interaction.
A self-motivated, results-orientated professional, I take responsibility for achieving outcomes within my position as a Call Centre Operator and Training Coach with DIBP. My accomplishments within this position include meeting targets, mentoring and training staff and customers, leading by example, and supporting improvements to systems and procedures.
Whilst currently employed with DIBP in the capacity of Contact Centre Operator, I received a call from an external agency who was requiring the urgent assistance of an interpreter for their client. Not all interpreters that work in cohesion with the department are on set rosters as such, I am unable to confirm availability unless the interpreter is actively online at time of call. Due to this customer requiring an uncommon spoken language and the time of night the call was made, I advised that at the time there was no appropriate available assistance. The standard process in this instance is for the customer to call back at intervals to follow up on availability changes, I sensed the urgency in this matter and was aware of the delicate nature of the agency and its work and proceeded to advise that I would as an exception by managing this for the customer.
Taking the innovative approach to provide positive results for all involved, I initiated attempts to locate a qualified interpreter to ask availability. After several call, I was able to speak with an appropriate provider and confirm that they would be accessible in one hours’ time. Calling the customer back, I advised of my achievements in providing the required outcome for their client. On this occasion, I was proactive and customer sensitive, which allowed me the ability to exceed expectations of the customer and as such achieve the desired results for all involved. Possessing an ability to achieve results in a protocol and results driven environment, I display my strong desire to excel in all business areas whilst striving for excellence.
Displays personal drive and integrity
Demonstrating a high level of motivation, personal drive and integrity, I have successfully balanced work with the ability to multitask and remain focused. My career to date has involved diverse responsibilities, such as mentoring and training, and embracing customer-based and team-based service delivery models, which have enabled me to develop excellent personal and professional skills. With a demonstrated record of commitment, consistency and a focus on quality service and outcomes, I possess practical experience and a range of professional skills and strengths that contribute to positive outcomes.
In support of my demonstrated personal integrity, I was involved in the recent changes to invoicing procedures at DIBP. During the transitional phase of this business change, I was returned an invoice that I had submitted due to incorrect formatting from another department. After being advised of this, I actively seeked out my team leader in anticipation of further coaching. During consulting with my team leader, I discovered that I had followed new business procedure according to new policy. Equipped with this information, I went back to the internal stakeholder who had initially returned this to me and advised them that I had in fact followed the new process. Instantly apologetic as they were not aware of any new changes, I went back to my manager and advised of the outcome of events. Through my professional and respectful handling of this matter, I was able to provide constructive contribution to my manager who then instigated that this new process to be communicated to the entire businesses to ensure continuality.
With demonstrated resilience and professionalism. in my position as Contact Centre Officer, at DIBP, I am responsible for dealing with sensitive customer situations whilst adhering to strict legislation. Upholding core values of Australian Public Service, I apply ethical work practices and demonstrate integrity in all work practices.
Communicates with Influence
A confident and experienced communicator, I possess high level oral and written communication skills which can be demonstrated throughout my employment history where I have communicated with internal and external stakeholders both verbally and in writing on a daily basis. Throughout my career in the Australian Public Service, I have assumed a level of responsibility that has demanded exceptional communication such as undertaking, staff mentoring and training, preparing reports, attending meetings, interpreting relevant legislative, regulatory and compliance frameworks.
In my experience as a Call Centre Operator at the Australian Power and Gas, I effectively conveyed complex ideas and methodologies in a concise manner, both in oral and in writing. My oral communication skills abilities have been used and developed through verbal conversations, presentations and meetings. When dealing with sensitive material, I was diligent to clear anything sent through my manager. On one particular occasion, I received a phone call from an elderly customer who was concerned about her incorrect metre reading. Instigating an investigation on this particular account, I immediately raised the concern to the relevant department for escalation. All calls within this position are attempts at resolution before that matter is provided to the Ombudsman for further review as such, I was committed to a speedy and outcome for this client. The process of escalation was into its second week with no resolution for this customer. Recognising the effect of this process on the client, I was proactive in my measures of negotiations and provided calls and transparent to instil confidence. As a result of my ability to resolve conflicts that arise within my position, I have communicated with respect and influence to drive the successful solution for this client and work in an inclusive environment.