Chan See - Customer Service - QLD, Australia

Moana Chan See

QLD, Australia


Customer Service


Experience in customer interviews face to face and over the telephone.
Ability to resolve customer complaints in a timely manner
Ability to interact with a wide range of customers from different backgrounds and ages
Excellent communication skills both orally and in writing
Computer skills - data entry
Organizational and prioritising skills
Conflict management skills

Work History

Service Centre Manager (over

Work & Income

October 2004 - June 2013

New Zealand
• Managed up to 35 personnel including an administration budget of up to $500,00.00
• Led and implemented National and Regional initiatives based on analysis of social needs and community interests.
• Portfolio Management - National "Quota Refugee" and the regional "Providing Access to Health Services" portfolios.
• Managed and resolved all client complaints including those that escalated to ministerial level and addressing complex client issues
• Represented the Ministry in community and inter­agency conferences and meetings as appropriate.
• Establishing relationships and working collaboratively with other government and non-government organisations for the benefit of the community and mutual clients
• Coaching and developing staff including annual staff performance reviews
• Participated in regional staff recruitment
• Risk management - conducted monthly audits in accordance with Ministry and government requirements
• Analysing regional trends and developing regional strategies that contributed to achieving national priorities and key measures

Unit 7-192 Juliette Street, Greenslopes, Brisbane, Queensland QLD 412 • H: 38478336 • C: 041 5174201 •

Regional Training Co-ordinator

Work & Income

November 2003 - September 2004

New Zealand
• Delivered induction training for new staff
• Identified regional training needs and developing training packages to address these for new and existing staff
• Delivered regional and national training packages (Policy and System changes) as required
• Compiled training reports and feedback for Managers to assist with on-going support needed for individuals once released to sites
• Completed annual training schedules for the region and communicating these to the Managers and Team Coaches in sites
• Identified and contributed to developing training tools to assist staff and ensure consistency in decision making across the region
• Accurately interpreting policy changes to assist staff in providing assistance and accurate advice to clients

Team Coach

Work & Income

November 1999 - October 2003

New Zealand
• Checked accuracy and timeliness of work completed by staff on a weekly basis
• Provided on the job training, coaching and feedback to new and existing staff weekly
• Tailored training packages to cater for individual training needs
• Assisted Managers with monthly site audits by providing reports on checks completed and any areas of risks or potential risks identified
• Provided coaching and training reports to assist Managers with staff annual performance reviews
• Analysing site performance results and addressing any performance issues identified through training
• Worked closely with Regional Training Co-ordinators to schedule and develop any training packages to address any group training needs identified
• Completed random and targeted checks on high risk areas or individuals identified with performance issues
• Assisted Managers in resolving client complaints and complex client issues

Customer Service Officer

Work & Income

November 1986 - October 1999

New Zealand
• Processing benefit applications and reviews in a timely and accurate manner
• Conducting face to face and telephone interviews with a wide range of clients
• Assisting clients back into work through planning and referrals to other interventions
• Contributed to team and site results by meeting individual targets
• Presentations to community and government organisations on services, products and any policy
• Managing a caseload of up to 300 clients - health clients, sole parents and unemployed clients

Unit 7-192 Juliette Street, Greenslopes, Brisbane, Queensland QLD 412 • H: 38478336 • C: 041 5174201 •

Qualifications & Certifications

Bachelor of Arts- incomplete

Auckland, New Zealand

Ministry of Social Development

Mc Auley High School

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