Bec McDonald
Corindi Beach
Summary
Highly motivated and results-driven Senior Program Officer with extensive experience in operational support, data analysis, and stakeholder engagement within Services Australia. Proven track record of leading high-performing teams, managing complex projects, and implementing innovative solutions to enhance service delivery. Recognised for excellence in data management, collaboration, and customer service. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operational Support Branch, APS 6
Centrelink
10.2020 - Current
- Leading and mentoring a high-performing team, providing coaching and on-the-job development.
- Advise stakeholders on IVR messaging, including message development and deployment.
- Maintain and monitor telephony and IVR Digital Channel Performance reports.
- Review and manage IVR options, using data to recommend routing changes and updates.
- Manage multiple competing priorities and meet deadlines.
- Create executive briefs and presentations, communicating complex information concisely.
- Build and manage relationships with internal and external stakeholders.
- Facilitate team collaborations for executive recommendations.
- Provide monthly reporting and insights for Voice Biometrics and Authentication monitoring.
- Support emergency surge processing for quality and other needs.
- Achievements:
- Awarded OMD Significant Achievement Award for 'Excellence in Data' and 'Excellence in Collaboration'.
- Implemented routing changes for the Multilingual Phone Service, saving time and costs.
- Developed automated messaging for privacy and stakeholder engagement during the 2022 NSW and QLD floods.
- Temporarily backfilled EL1 level roles for Assistant Directors and National Manager’s Executive Officer.
- Received positive feedback from Deputy CEOs and CEO on the quality of the Digital Services Division's monthly 'Communique'.
Program Support Officer, APS 6
Centrelink
04.2019 - Current
- Provided support to Portfolio and Assistant Director.
- Conducted data analysis and reporting for Customer Relations Unit skill tags.
- Managed Smart Centre Customer Escalations, engaging executives and SES as needed.
- Collaborated across the Service Delivery Network to reduce customer aggression incidents.
- Achievements:
- Completed a review of Customer Call Escalations, leading to a 40% reduction in escalations the following month.
- Evaluated staff performance and provided coaching to address inefficiencies.
COVID-19 Taskforce, APS 5
Centrelink
07.2020
- Allocated virtual extension numbers (TIPTs) for staff working from home.
- Assisted with the allocation of Personal Identification Numbers (PINS).
- Liaised with site contacts and troubleshot mobile and device issues.
- Engaged with Telstra and ICT for escalations as needed.
- Assisted with reporting and creating reports for executives.
- Achievements:
- Enabled over 9000 'Office in a box' solutions, ensuring the agency remained operational during the COVID-19 pandemic.
Service Support Officer, APS 5
Centrelink
07.2020
- Assisted with reporting and creating reports for executives.
- Took minutes during executive daily stand-ups.
- Conducted research analysis and facilitated team collaboration.
- Achievements:
- Created a Digital Services Staff Survey completed by 1200 staff members, identifying knowledge gaps and contributing to the development of digital learning packages.
Data Quality Unit – Intertwined Records Support Officer, APS 5
Centrelink
Data Quality Unit – Multiple Prevention Support Officer, APS 5
Centrelink
Data Quality Unit – Multiple Record Officer, APS 4
Centrelink
Service Delivery – Families and Parenting Service Officer, APS 4
Centrelink
Skills
- Leadership and Team Management
- Data Analysis and Reporting
- Stakeholder Engagement
- Project Management
- IVR Messaging and Telephony Performance
- Customer Service and Support
- Emergency Response Coordination
- Executive Communication
Certification
Learn to Lead – 2024
Timeline
Operational Support Branch, APS 6
Centrelink
10.2020 - Current
COVID-19 Taskforce, APS 5
Centrelink
07.2020
Service Support Officer, APS 5
Centrelink
07.2020
Program Support Officer, APS 6
Centrelink
04.2019 - Current
Data Quality Unit – Intertwined Records Support Officer, APS 5
Centrelink
Data Quality Unit – Multiple Prevention Support Officer, APS 5
Centrelink
Data Quality Unit – Multiple Record Officer, APS 4
Centrelink
Service Delivery – Families and Parenting Service Officer, APS 4
Centrelink