Ross Petherick
Edwardstown
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Call Centre industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Services Australia
01.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Completed data entry to record call notes, suggestions and questions.
- Streamlined data entry processes for increased efficiency and accuracy.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
Senior Research Officer
Department Of Child Protection
08.2023 - 01.2024
- Planned and executed targeted research into Court listed scopes.
- Utilized specialized software to capture and process data.
- Gathered, arranged, and collected data to bring the most accurate outcome for children involved
- Handled digital and physical confidential files
- Collaborated with other researchers to develop successful research strategies.
- Gathered, organized and entered data into C3MS.
- Handled and created highly classified information ready to be redacted for court
- Authored impactful reports and publications, disseminating key findings to the scientific community and stakeholders.
Business Support Officer
Department Of Child Protection
05.2023 - 08.2023
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Followed established procedures to enter and process data correctly.
- Scanned documents and saved in database to keep records of essential organizational information.
- Completed data entry tasks with accuracy and efficiency.
Customer Service Officer
Datacom
09.2020 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Looking after jobseeker customers to ensure they got paid the correct amount
- Provided primary customer support to internal and external customers.
- Addressed clients complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Maintained accurate and current client account data with manual forms processing and digital information updates.
- Coordinated solutions for high volume of client inquiries per day while meeting and exceeding performance quotas.
- Explained online self-help options to clients to promote additional and after-hours support choices.
- Managed clients anger and managed to resolve high stress situations
- Taking and deescalating multiple self harm calls and transferring to social workers
- Being involved with the AGDRP for the floods
- Being involved with the CRISIS NHE payments (Crisis National Health Emergency)
- Supporting Clients with the Director ID process
- Being proficient in completing JSP and PEN Work.
Education
High School Diploma -
Urrbrae Agricultural High School
Netherby, SA12.2019
Skills
- Team Member Motivation
- Willingness to Learn
- Workplace Safety
- Clear Communication
- Attention to Detail
- Teamwork and Collaboration
- Continuous Development
- Computer Skills
- Understanding Customer Needs
- Data Entry and Maintenance
- Upbeat and Positive Personality
- Customer Account Management
- Customer Deescalation skills
Certification
Urrbrae Agricultural High School, Graduated Year 12
Completed Certificate 3 in Retail
References
Tricia Grundy - Previous Team Leader: 0409 301 972
DCP Supervisor of the Subpoena and Information Release Team
Katherine Foster - Previous Team Leader
Phone Number: 0407725434
Email: Katherine.Foster@servicesaustralia.gov.au
Timeline
Customer Service Officer
Services Australia
01.2024 - Current
Senior Research Officer
Department Of Child Protection
08.2023 - 01.2024
Business Support Officer
Department Of Child Protection
05.2023 - 08.2023
Customer Service Officer
Datacom
09.2020 - 01.2023
High School Diploma -
Urrbrae Agricultural High School
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