Belinda Talty
Port Kembla
Summary
Dynamic individual with extensive customer service delivery experience. I possess a broad range of transferable skills in communication, problem solving, technical knowledge and collaboration.
Proven ability to build and maintain relationships, enhancing stakeholder trust. I am a resilient, effective decision maker, with the ability to influence and drive change to continually refine and improve processes to achieve quality outcomes.
Experienced in training and developing teams, fostering a growth mindset, and providing technical expertise to improve operational efficiency.
Overview
10
10
years of professional experience
Work History
Complex Assessment Officer
Services Australia
02.2024 - Current
- Trust and Company assessments in relation to claims for Government support and payment reviews, including gathering and assessing appropriate financial, legal and supporting documentation.
- Home Equity Access Scheme claim processing, including, complex individual, personal, financial and property assessments.
- Foster strong relationships with internal, external stakeholders, communicating relevant information.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolve customer complaints with empathy, resulting in increased trust and confidence in the Agency. Make outbound calls to customer's, accountants, solicitors and other third parties where required professionally maintaining privacy and security.
Team Leader - Service Delivery
Services Australia
04.2023 - 01.2024
- Develop emotional intelligence, prioritise wellbeing. Encourage innovation, continuous improvement. Positive change management, encourage resilience and flexible delivery of quality service.
- Complete probation reports, performance support plans. Facilitate engagement and deliver Agency vision. Quality call listening. Connected coaching, Essentials coding, Stakeholder relationship development. Communicate team priorities. Model growth mindset, encourage in others.
- Guide and support, legal, ethical, evidence-based decisions ensuring positive customer experiences. Promote collaboration, and agency vision. Develop relationships that model simple, helpful, transparent and respectful behaviour's with team, stakeholders and customers.
- Manage and monitor individual performance. Develop individual's capacity, increasing the capacity to the Agency to service customers at first point of contact.
Customer Service Officer/Trainer/Service Support Officer
Services Australia
12.2014 - 02.2024
- Smart centre operator taking customer calls in a high volume, high demand call centre. Full queue trained in Youth and Students, to manage payments and stimulate other Government payments. Assisting a wide range of customers in, Students/Jobseekers, Aged pension, Disabilities, Carers, Parenting and Families.
- Address customer complaints and mitigate dissatisfaction by providing timely, point of contact solutions. De-escalation of Customer Aggression for face to face and telephony services.
- Processing of forms, requests, complaints and appeals for a wide and varying customer base. Youth & Students claims processing.
- Provide technical support to peers, point of contact resolutions for customers, ensuring business vision is achieved, resolving their inquiries and concerns.
- Deliver training and support in multiple groups in Students, Student new claims, Tier one, provide technical support, quality management. Streamline training plans, implementing flexible delivery to assist Stakeholders.
- Multicultural Services, Trainer certification, Urgent payments, Training new staff, Customer Relations Unit, Quality Management Officer.
- Local Peer Support, Service Support Officer and Complex Assessment Officer.
Education
2024 - Complex Assessment Officer - Trusts And Companies/Home Equity Access Scheme
Services Australia
Dapto, NSW02.2024
2020 - Leadership Program - Trainer Facilitation Leadership Team
Services Australia
Wollongong, NSW01.2020
2019 - Technical Peer Support/Quality Management - Technical Support Quality Management
Services Australia
Wollongong, NSW01.2019
2015 - Full Queue Training - Youth And Students -
Services Australia
Wollongong, NSW02.2015
2014 - APS Phase Training 1-10 - Government Services Training
Services Australia
Wollongong, NSW12.2014
Skills
- Many years of customer service experience across various industries and positions
- Cross-cultural communication skills developed through various positions
- Communicate with influence and adapt communication styles appropriate to the audience
- Build relationships, develop rapport
- Presentation and public speaking skills strengthened as Facilitator of groups as Trainer with Services Australia
Communication Skills
- Management and leadership of multiple teams - Build growth mindset, collaboration
- Team development - Support staff, including probation reports, coaching and training to build knowledge and capability
- Provide specialist advice and technical expertise to staff and stakeholders
- Service Support of peers in Service Delivery at Services Australia
Management Skills
Timeline
Complex Assessment Officer
Services Australia
02.2024 - Current
Team Leader - Service Delivery
Services Australia
04.2023 - 01.2024
Customer Service Officer/Trainer/Service Support Officer
Services Australia
12.2014 - 02.2024
2024 - Complex Assessment Officer - Trusts And Companies/Home Equity Access Scheme
Services Australia
2020 - Leadership Program - Trainer Facilitation Leadership Team
Services Australia
2019 - Technical Peer Support/Quality Management - Technical Support Quality Management
Services Australia
2015 - Full Queue Training - Youth And Students -
Services Australia
2014 - APS Phase Training 1-10 - Government Services Training
Services Australia
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