SAMANTHA WII

• Investigate, analyze, and address customer infringement disputes and queries, aiming for a fair and suitable resolution all within strict deadlines
• Examine and process confidential legal documents with a commitment to utmost privacy, including Court Hearing Requests, Statutory Declarations, and elevate any received LGOIMA requests or escalations when necessary
• Proactively build and maintain positive relationships with internal and external stakeholders to maximise the team's delivery of services
• Oversee daily inbound and outbound calls, supporting call center representatives to ensure the provision of accurate information to customers.

Achievements: Consistently recognised for identifying and suggesting opportunities to enhance processes and systems. Received numerous nominations in the company’s recognition program (Cheers for Peers), while proactively assisting colleagues with extra tasks beyond daily responsibilities.

• Provide diverse administrative support to the Adjudication Team, ensuring alignment with business needs and expectations
• Respond to and resolve both internal and external customer queries
• Cultivate trust and respect within the team and establish proactive relationships with stakeholders
• Manage and report escalations confidently to relevant personnel
• Coordinate timely production of required reports
• Oversee SharePoint, CRM, and email workflows for the Adjudication team
• Assist the Adjudication Manager in optimizing the distribution of work within the team.

Achievements: Demonstrated leadership independently by creating training materials, conducting system testing, and providing guidance to peers. Received recognition for consistently identifying and suggesting opportunities to improve processes and systems while efficiently managing daily responsibilities. Additionally, acknowledged for identifying substantial duplicate charges made to the organization by an external stakeholder during the court lodgement process.

• Accurately record customer updates and escalate incidents to leaders
• Serve as the primary contact for both internal and external customers
• Source and provide accurate information in response to queries
• Update customer records and accounts with precision
• Stay informed about relevant changes, policies, and procedures
• Ensure timely processing of assigned work
• Take ownership of individual cases to resolution, escalating incidents to leaders when necessary
• Process parking vouchers and access cards for customers
• Efficiently handle invoicing tasks
• Manage cash float, distribute cash, and log receipts
• Secure and manage cash safe and pass codes
• Utilize front-end experience in SAP systems.

Achievements: Recognised by management, external stakeholders, and customers for providing timely assistance and effective solutions in addressing customers’ needs. Commended for assisting the Parking Design Team with extra tasks during staff shortages, while maintaining efficiency in my own team.