Andrew Buchbach
Fernvale
Summary
Proven Service Officer with a track record of facilitating change and enhancing program frameworks at Services Australia. Excelled in delivering technical training and engaging stakeholders, demonstrating both technical assistance and exceptional interpersonal skills. Achieved significant milestones, including the creation and publication of critical training materials, directly impacting service delivery and program improvements. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
15
15
years of professional experience
Work History
Team Leader A/g APS 6
Services Australia
03.2021 - Current
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
Program Officer/Training Facilitator (APS5)
Services Australia
10.2018 - Current
- Onboarded new employees with training and new hire documentation.
- Supported creation of technical training packages for a number of Health Service Delivery programs, including PBS Authorities
- Delivered virtual technical training in response to COVID 19 to approximately 180 staff since February 2020
- Regularly receive positive feedback and am also called upon to review learning materials
- Worked with various stakeholders to provide additional support to team members, both during course delivery and also follow-up support where required
- A key achievement during this time was the publishing of PBS Authorities training materials created by myself, for use in training delivery across the division
Service Officer (APS 4)
Services Australia
11.2009 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered basic support for providers on wide range of HPOS products.
- Developed working relationships with internal and external stakeholders while focussing on a Simple, Respectful, and Transparent experience
- Delivered exceptional customer service which exceeds the benchmarks set in the Quality Framework
- Exceeded performance targets by consistently delivering outstanding service results within the department.
- Developed rapport with customers through active listening skills, leading to and positive feedback from both internal and external stakeholders
- Delivered exceptional customer service to every customer by leveraging program knowledge to creating a positive experience.
Team Leader (A/g APS 5)
Services Australia
10.2011 - 12.2020
- Maximized performance by monitoring daily activities and mentoring team members.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Approved regular payroll submissions for employees.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Program Support Officer (APS4)
Services Australia
03.2017 - 06.2017
- Quickly learned new skills and applied them to daily tasks
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly and efficient service to staff, handled challenging situations with ease.
Education
Certificate IV - Business (Frontline Management)
Tafe Queensland
Gold CoastSkills
- Administrative Support
- Technical Assistance
- Program Framework
- Program Improvements
- Engaging Stakeholders
- Service Delivery
- Program Operations
- Staff education and training
- Efficient Service
- Facilitating Change
- Coaching and Mentoring
- Onboarding and Orientation
Timeline
Team Leader A/g APS 6
Services Australia
03.2021 - Current
Program Officer/Training Facilitator (APS5)
Services Australia
10.2018 - Current
Program Support Officer (APS4)
Services Australia
03.2017 - 06.2017
Team Leader (A/g APS 5)
Services Australia
10.2011 - 12.2020
Service Officer (APS 4)
Services Australia
11.2009 - Current
Certificate IV - Business (Frontline Management)
Tafe Queensland
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