Summary
Overview
Work History
Skills
Attributes
Summary Of Key Positions
Training Completed
Timeline
Generic

Ann Barton

MOUNT TARCOOLA

Summary

Motivated by workplace challenges, driven to overcome obstacles and achieve professional and personal satisfaction. Flexible mindset and positive attitude for adapting to changing workplace situations. Prioritizes maintaining high work ethics, patience, honesty, and integrity to build trusting relationships with colleagues. Takes pride in personal appearance, reliable and punctual, approaches work with a common-sense mindset. Maintains a light sense of humor and enthusiastic attitude to uplift team morale in demanding times. Committed to maintaining a positive balance between home and work life.

Overview

6
6
years of professional experience

Work History

APS6 Service Centre Manager

Services Australia
01.2025 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Accomplished multiple tasks within established timeframes.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams during Region Leadership meetings.
  • Maintained professional, organized, and safe environment for employees and customers.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed a strong culture focused on employee engagement, collaboration, and continuous learning opportunities.

APS 5 Team Leader

Services Australia
04.2024 - 01.2025
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established clear communication channel to facilitate timely exchange of information between team members.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.

APS6 Service Centre Manager

Services Australia
01.2023 - 03.2024
  • Managed and motivated employees to be productive and engaged in work.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Accomplished multiple tasks within established timeframes.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams during Region Leadership meetings.
  • Maintained professional, organized, and safe environment for employees and customers.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed a strong culture focused on employee engagement, collaboration, and continuous learning opportunities.

APS 5 Team Leader

Services Australia
11.2021 - 12.2022
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established clear communication channel to facilitate timely exchange of information between team members.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.

Remote Service Officer - Pilbara

Services Australia
02.2019 - 11.2021
  • Remain culturally diverse and respectful towards all cultures
  • Assist and support vulnerable and isolated customers
  • Encourage and promote Self Service to assist customer’s being self-managed
  • Assist customers with various personal and business queries
  • Maintain customer trust/confidentiality
  • Uphold a professional manner while maintaining compassion and empathy
  • Adhere to and achieve personal & department KPIs
  • Utilize company research tools to ensure quality service
  • Initiated contact with appropriate service providers to request referrals.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.

Skills

  • Customer service
  • Team leadership/supervision
  • Vulnerability assessment
  • Reporting and documentation
  • Time management
  • Written and verbal communication
  • Security awareness training
  • Decision-making
  • Work planning/scheduling
  • Community outreach
  • Complex Problem-solving
  • Overseeing daily activities

Attributes

  • Motivated by workplace challenges to overcome obstacles and achieve professional and personal satisfaction.
  • Flexible individual with a positive attitude and can adapt to changing workplace situations with ease.
  • Maintains a high level of work ethics, patience, honesty and integrity in order to build trusting workplace relationships.
  • Pride in personal appearance, I can be relied upon to be punctual, and I always use a common-sense approach to work.
  • Maintains a light sense of humour and enthusiastic attitude in the workplace to keep up team morale in demanding times.
  • Committed to maintaining a positive balance between home and work life.

Summary Of Key Positions

  • Centrelink Leadership APS5 - APS6
  • Centrelink Remote Services Officer - Pilbarar
  • Centrelink Local Connection to Work Service Officer – Rockingham & Mandurah
  • Centrelink Agent - Norseman
  • Centrelink Customer Service Adviser – Townsville Call Centre
  • Office Manager – Edmunds First National Real Estate

Training Completed

Digital Services, Multicultural Awareness & Indigenous Cultural Awareness, Customer Aggression - Verbal Judo & Eddie Kardis Intense Customer Aggression, Mental Health First Aid, VCCSM & Strength Based Interviewing Techniques (Social Worker Implemented), All mandatory work required training up to date.

Timeline

APS6 Service Centre Manager

Services Australia
01.2025 - Current

APS 5 Team Leader

Services Australia
04.2024 - 01.2025

APS6 Service Centre Manager

Services Australia
01.2023 - 03.2024

APS 5 Team Leader

Services Australia
11.2021 - 12.2022

Remote Service Officer - Pilbara

Services Australia
02.2019 - 11.2021

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Ann Barton