Summary
Overview
Work History
Education
Skills
References
Awards
Timeline
Generic

Mahina Blanchard

Summary

Dynamic and customer-focused Service Officer with over a decade of combined experience in customer service, finance, banking, business management, and personal training. Demonstrated resilience, patience, and persistence in effectively managing challenging debt recovery situations through the use of de-escalation techniques, rapport-building, and a solution-oriented mindset. Proficient in interpreting and applying legislation or policy, supported by strong fundamental financial analysis abilities. Recognized for creating positive team environments and consistently leading teams to meet and exceed standards. An influential leader who prioritizes a client-centric approach in all endeavour's, excelling in stakeholder collaboration through robust interpersonal skills.

Overview

14
14
years of professional experience

Work History

SERVICE OFFICER

SPER Queensland Treasury - QRO
02.2023 - Current


  • Expert in interpreting and applying SPER legislative guidelines to thoroughly investigate and resolve debt collection inquiries, always ensuring accuracy and factual information provision
  • Skilled negotiator with proven ability to understand unique debtor situations, facilitating effective resolutions and fostering positive client relationships
  • Adept at cross-departmental liaison within government bodies, ensuring seamless communication and a holistic approach to problem-solving
  • Demonstrated team player, consistently providing assistance to colleagues, contributing to the achievement of high team performance standards
  • Self-sufficient service officer with a track record of de-escalating issues independently, negating the need for unnecessary escalations and maintaining smooth operation flows
  • Leveraging meticulous investigative capabilities and potent evidence presentation skills, triumphed in securing a registration fee waiver after a thorough and decisive validation process
  • Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
  • Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Facilitated communication between clients and internal teams to address concerns promptly and effectively.
  • Demonstrated adaptability in managing diverse clientele while maintaining a steadfast focus on quality outcomes.
  • Designed individualized service plans that took into account clients' goals and preferences.

SERVICE OFFICER - Third Party Creditors

SPER, Queensland Treasury - QRO
02.2024 - 09.2024


  • Expert in interpreting and applying SPER legislative guidelines to thoroughly investigate and resolve victim of crime cases
  • Disburse court ordered Restitution and Compensation payments to victims
  • Skilled negotiator with proven ability to understand unique debtor situations, facilitating effective resolutions and fostering positive client relationships, all while ensuring offenders pay monies that the courts have ordered them too
  • Self-sufficient service officer with a track record of de-escalating issues independently, negating the need for unnecessary escalations and maintaining smooth operation flows
  • Demonstrated team player, consistently aiding colleagues, contributing to the achievement of high team performance standards
  • Efficient in not only SPER systems, TICA, QWIC (Qld Courts) and all Microsoft programs
  • Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Developed and maintained strong relationships with key clients, fostering long-term partnerships.
  • Coordinated closely with other departments to resolve complex client issues while maintaining professionalism at all times.
  • Streamlined service processes for increased efficiency and improved customer experience.
  • Demonstrated adaptability in managing diverse clientele while maintaining a steadfast focus on quality outcomes.

SERVICE OFFICER - Enforcement Skip Tracing

SPER, Queensland Treasury - QRO
09.2023 - 11.2023


  • Expert in interpreting and applying SPER legislative guidelines to thoroughly investigate and resolve debt collection inquiries, always ensuring accuracy and information provision
  • Skilled negotiator with proven ability to understand unique debtor situations, facilitating effective resolutions and fostering positive client relationships
  • Demonstrated team player, consistently aiding colleagues, contributing to the achievement of high team performance standards
  • Self-sufficient service officer with a track record of de-escalating issues independently, negating the need for unnecessary escalations and maintaining smooth operation flows
  • Assess each file provide my Record of Recommendation for Vehicle Immobilisation and Seizure and Sale
  • Individual and Organisation files
  • Issuing of Enforcement Warrants
  • Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Facilitated communication between clients and internal teams to address concerns promptly and effectively.
  • Coordinated closely with other departments to resolve complex client issues while maintaining professionalism at all times.
  • Demonstrated adaptability in managing diverse clientele while maintaining a steadfast focus on quality outcomes.
  • Analyzed customer feedback to identify areas for improvement and implemented necessary changes.
  • Exceeded performance targets by consistently delivering outstanding service results within the department.
  • Developed and maintained accurate records of programs and services.
  • Administered and tracked client service payments.

CUSTOMER SERVICE AGENT

Sykes Australia
08.2022 - 02.2023
  • Company Overview: Westpac
  • Leverage client-centric approach to swiftly resolve personal banking and credit card inquiries, enhancing customer satisfaction and contributing to KPI attainment
  • Effectively handle customer complaints by providing tailored solutions, demonstrating strong problem-solving and relationship-building skills
  • Proficient in troubleshooting Internet Banking issues, promoting digital literacy, and ensuring a seamless banking experience for customers
  • Monitor and manage team's hourly Average Handling Time (AHT) reports, optimising efficiency and maintaining top-tier service levels
  • Prioritise ongoing professional development, incorporating latest learnings into practice, and enhancing capabilities in data systems management and digital platforms
  • Westpac
  • Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
  • Provided exceptional customer support, leading to increased client retention and loyalty.
  • Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
  • Facilitated communication between clients and internal teams to address concerns promptly and effectively.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Exceeded performance targets by consistently delivering outstanding service results within the department.
  • Developed and maintained accurate records of programs and services.

BUSINESS OWNER (PERSONAL TRAINER)

EMF Fitness
06.2020 - 02.2021
  • Established strong customer relationships through excellent communication and attentive service.
  • Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
  • Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
  • Trained and motivated employees to perform daily business functions.
  • Boosted revenue by identifying new business opportunities and diversifying product offerings.
  • Increased client satisfaction by implementing innovative business strategies and streamlining processes.
  • Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
  • Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.

BUSINESS OWNER & GYM MANAGER (PERSONAL TRAINER)

Fitageous Contagious Fitness
04.2016 - 09.2016
  • Established strong customer relationships through excellent communication and attentive service.
  • Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
  • Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
  • Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
  • Trained and motivated employees to perform daily business functions.
  • Enhanced company profitability by reducing overhead costs and negotiating favourable contracts with suppliers.
  • Boosted revenue by identifying new business opportunities and diversifying product offerings.
  • Developed a high-performing team through effective recruitment, training, and performance management.
  • Increased client satisfaction by implementing innovative business strategies and streamlining processes.
  • Conducted market research to inform product development decisions and identify potential growth areas.
  • Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
  • Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
  • Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
  • Pioneered customer feedback system, utilizing insights to refine products and services continually.
  • Optimized supply chain management, ensuring timely delivery of products and minimizing inventory costs.
  • Cultivated strong online presence, managing social media platforms to engage with customers and build community.
  • Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
  • Launched series of successful new products, conducting market research and adjusting offerings based on feedback.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.

BUSINESS OWNER (PERSONAL TRAINER)

F1rst Class Fitness
12.2015 - 04.2016
  • Established strong customer relationships through excellent communication and attentive service.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
  • Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
  • Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
  • Trained and motivated employees to perform daily business functions.
  • Enhanced company profitability by reducing overhead costs and negotiating favourable contracts with suppliers.
  • Boosted revenue by identifying new business opportunities and diversifying product offerings.
  • Implemented efficient systems for inventory management, order processing, and shipping logistics.
  • Developed a high-performing team through effective recruitment, training, and performance management.
  • Achieved consistent growth in annual revenue through strategic planning and execution of sales initiatives.
  • Increased client satisfaction by implementing innovative business strategies and streamlining processes.
  • Conducted market research to inform product development decisions and identify potential growth areas.
  • Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
  • Fostered an inclusive workplace culture that valued diversity, collaboration, and continuous learning.
  • Enhanced financial health by implementing rigorous budget controls and financial planning strategies.
  • Fostered positive company culture, attracting and retaining top talent through motivational leadership.
  • Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
  • Expanded into new markets, conducting thorough analysis to ensure compatibility and potential for growth.
  • Increased customer satisfaction with personalized service offerings, addressing specific needs and preferences.
  • Pioneered customer feedback system, utilizing insights to refine products and services continually.
  • Negotiated favourable terms with suppliers, improving profit margins without compromising on quality.
  • Elevated brand visibility by spearheading comprehensive digital marketing campaign.
  • Improved team productivity with ongoing training and development programs, fostering culture of continuous improvement.
  • Drove revenue growth with innovative sales strategies, understanding customer needs and market trends.
  • Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
  • Developed strategic business plan, guiding company towards sustainable growth and profitability.

DISCHARGE SETTLEMENTS OFFICER

Commonwealth Bank of Australia
07.2012 - 10.2015
  • Prepared comprehensive documentation for settlements within Queensland and Victoria, expertly navigating unique legal requirements across jurisdictions
  • Utilised interpersonal and relationship building skills to effectively liaise with solicitors and various bank departments, fostering cross-functional collaboration to expedite settlement processes
  • Consistently achieved personal KPIs while ensuring timely settlement, demonstrating outstanding ability to manage high workloads and prioritise tasks
  • Demonstrated strong interpersonal skills in working with a diverse range of clients, adapting to varied age groups and personality types to provide excellent customer service
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
  • Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
  • Improved department efficiency by streamlining and implementing policies and processes.
  • Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
  • Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
  • Streamlined report writing processes, allowing for quicker turnover and more accurate record-keeping.
  • Ensured compliance with national and local laws through regular policy reviews and updates.

BUSINESS OWNER

Tupperware Australia
10.2010 - 06.2012
  • Effectively managed Tupperware Australia as an independent business entity, forecasting monthly bottom lines and maintaining a proactive approach to meeting financial targets
  • Successfully coached and led a team of 20 individuals, establishing high performance standards and conducting regular reviews to ensure continual progress and team growth
  • Fostered a team-centric culture by teaching effective conflict resolution strategies, resulting in improved communication, increased cooperation, and a more harmonious working environment
  • Implemented de-escalation techniques as a key part of team training, ensuring a proactive approach to customer service and mitigating potential customer dissatisfaction

Education

Bachelor of Psychology -

University of South Australia
11.2024

Bachelor of Exercise Science -

Bond University
01.2023

Diploma of Business -

Australian Institute of Fitness
01.2016

Master Trainer Certificates Level 1 & 2 -

Australian Institute of Fitness
01.2016

Certificate IV in Fitness -

Australian Institute of Fitness
01.2016

Certificate III in Fitness -

Australian Institute of Fitness
01.2015

Skills

    ● Negotiation & Persuasion Abilities

    ● Communication & Interpersonal Skills

    ● Resilience & Patience

    ● Client-Centric Approach & Relationship Building

    ● Client Service & Support Expertise

    ● Stakeholder Engagement & Collaboration

    ● Persistence & Crisis Management

    ● Office Systems & Information Retrieval

    ● Team Leadership & Mentoring

    ● Digital Literacy & Data Systems Management

    ● Problem-solving & Conflict Resolution

    ● Emotional Intelligence & Empathic Understanding

    ● Judgment & Decision-making Capabilities

    ● Legislative Analysis & Application

    ● Standards & Experience Enhancement

    ● Guidance & Support

References

  • Tessa Kraamwinkel

       Team Leader-  SPER Debt Management Centre  

       Tessa.Kraamwinkel@treasury.qld.gov.au 

       0426 794 869



  • Kerensa Soteriou,

       Team Leader - SPER Third Party Creditors 

       Kerensa.soteriou@treasury.qld.gov.au 

      0411 212 915

Awards

  • Beautiful Moment Awards, Westpac Banking Corporation, 2022, Recognised twice for Exceptional Customer Service.
  • Regional Outstanding Achievement Recognition, Commonwealth Bank of Australia, 2011, Recognised for proactively assisting in an urgent Discharge Settlement matter.
  • Institute Executive Award, Australian Institute of Fitness, 2016, Recognised for ability to excel as a Fitness Business Professional.

Timeline

SERVICE OFFICER - Third Party Creditors

SPER, Queensland Treasury - QRO
02.2024 - 09.2024

SERVICE OFFICER - Enforcement Skip Tracing

SPER, Queensland Treasury - QRO
09.2023 - 11.2023

SERVICE OFFICER

SPER Queensland Treasury - QRO
02.2023 - Current

CUSTOMER SERVICE AGENT

Sykes Australia
08.2022 - 02.2023

BUSINESS OWNER (PERSONAL TRAINER)

EMF Fitness
06.2020 - 02.2021

BUSINESS OWNER & GYM MANAGER (PERSONAL TRAINER)

Fitageous Contagious Fitness
04.2016 - 09.2016

BUSINESS OWNER (PERSONAL TRAINER)

F1rst Class Fitness
12.2015 - 04.2016

DISCHARGE SETTLEMENTS OFFICER

Commonwealth Bank of Australia
07.2012 - 10.2015

BUSINESS OWNER

Tupperware Australia
10.2010 - 06.2012

Bachelor of Exercise Science -

Bond University

Diploma of Business -

Australian Institute of Fitness

Master Trainer Certificates Level 1 & 2 -

Australian Institute of Fitness

Certificate IV in Fitness -

Australian Institute of Fitness

Certificate III in Fitness -

Australian Institute of Fitness

Bachelor of Psychology -

University of South Australia

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Mahina Blanchard