Summary
Overview
Work History
Education
Skills
Mindfulness & Meditation 🧘‍♂️
Additional Information
Timeline
Volunteer

Darren Wolstenholme

Maddington,WA

Summary

Diligent Job Title skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.

Client-focused Social Services Director with background in managing social work programs and highly educated in laws relating to welfare and crisis intervention. Determined employee with Number years of experience leading highly effective and talented teams. Maintains composure, diplomacy and efficiency in all situations.

Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.


Overview

25
25
years of professional experience

Work History

Service Officer

Services Australia
Beaudesert , Qld
02.2004 - 06.2021
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
  • Managed caseload of up to Number individuals and families.
  • Developed enhanced solutions for Area and Area to significantly improve customer feedback.
  • Set and administered department budgets for expenditures, materials and labor.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Promoted company brand and unique offerings through personalized customer service.
  • Designed individualized service plans that took into account clients' goals and preferences.
  • Reduced poor quality ratings by Number% by Action and Action.
  • Capitalized on upselling chances to achieve over $Amount in personal monthly revenue.
  • Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
  • Conducted community workshops to promote different programs and educate public on available services.
  • Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities.
  • Developed and created programs and monitored effectiveness against individual participant needs.
  • Worked with senior case managers to coordinate team development activities and trainings.

Compliance Officer

ATO
Brisbane , Qld
01.2001 - 02.2004
  • Managed practical action plans to respond to audit discoveries and compliance violations.
  • Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
  • Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
  • Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
  • Gathered, organized and evaluated data to make accurate assessments of current operations.
  • Monitored compliance with processes, policies, procedures and standards in regards to collection and management of annual contributions from shareholder companies.
  • Wrote and presented reports outlining findings and recommendations from compliance audits.
  • Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines.
  • Prepared training programs to improve compliance at all levels.
  • Improved company policies and standards to outline ethical, safe and efficient procedures.
  • Provided guidance, advice and training to improve business' understanding of related laws and regulatory requirements.
  • Enhanced accountability and responsibility for compliance by allocating tasks such as assessments, mitigation, monitoring and auditing.
  • Established and cultivated productive relationships with regulatory bodies.
  • Drove system improvement efforts from concept to completion while strategically managing outside vendors.

Customer Service Specialist

Telstra Corporation
Brisbane , Qld
02.1998 - 12.2002
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Answered average of Number calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
  • Carried out opening and closing functions to meet operational needs underpinning strong customer service.
  • Recorded product or service failure complaints and notified appropriate departments.
  • Devised innovative strategies to improve customer satisfaction scores and meet company goals.
  • Maintained financial accounts by processing customer adjustments.
  • Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.

Education

Cert IV In Goverment - Government

NSW TAFE & Services Australia
Brunswick East, VIC
11.2015

Cert IV In Telecommunications -

Moreton Institute of TAFE
Brisbane South
05.2013

Mental Heath First Aid Training -

TAFE QLD
Southbank Qld
10.2012

Bachelor Of Arts - Psychology, Welfare & Communica -

Central Queensland University
Rockhampton, QLD
10.1997

Skills

  • Government Subsidy Programs
  • Maintaining Client Records
  • Client Needs Assessment
  • Client Assistance Referrals
  • Client and Family Interviews
  • Issue Reporting
  • Teamwork and Collaboration
  • Customer Transactions
  • Customer Accounts Management
  • Community Mental Health Programs
  • Customer Inquiries
  • Problem Resolution

Mindfulness & Meditation 🧘‍♂️

I am Retired from the Federal Government & really want to give back to the Community

Additional Information

* Undertaking Learning to Speak Basic Spanish (current)

* Undertaking Buddhism for Beginners (Current)

* Deferred my Law Degree until 2023 (childhood dream)

* I love MUSIC

* Only been in WA since June 4th 2022

Timeline

Service Officer

Services Australia
02.2004 - 06.2021

Compliance Officer

ATO
01.2001 - 02.2004

Customer Service Specialist

Telstra Corporation
02.1998 - 12.2002

Cert IV In Goverment - Government

NSW TAFE & Services Australia

Cert IV In Telecommunications -

Moreton Institute of TAFE

Mental Heath First Aid Training -

TAFE QLD

Bachelor Of Arts - Psychology, Welfare & Communica -

Central Queensland University

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Darren Wolstenholme