David Cargill
Canberra,ACT
Summary
Highly motivated and results-oriented professional with over 5 years of experience in the customer facing public service sector. Proven ability to lead and manage diverse teams, deliver exceptional customer service, and achieve against key performance indicators. Proven track record in providing quality team outcomes and driving positive culture growth. Passionate in supporting human-centered outcomes for customers and government, ensuring services are Simple, Helpful, Respectful and Transparent
Overview
2
2
years of professional experience
1
1
Certification
Work History
EL1 Service Support Manager
Services Australia
ACT
10.2023 - 03.2024
- Led a leadership team of service support staff in delivering high-quality customer service outcomes and support in a fast-paced environment
- Implemented strategic initiatives to streamline operational processes, resulting in increased efficiency and improved service delivery effectiveness
- Successfully managed recruitment processes, onboarded over 150 staff members, and fostered a culture of continuous improvement and development
- Identified and rectified discrepancies in workplace health and safety procedures, ensuring compliance with regulations and enhancing workplace safety.
- Analyzed call center data to improve operational efficiency and productivity.
APS 6 Team Leader/Manager
Services Australia
ACT
09.2021 - 10.2023
- Demonstrated exceptional leadership and management skills in overseeing daily operations of Centrelink and Medicare Service Centre, including customer complaints and escalations, customer aggression, and meeting diverse needs of the community
- Played a key role in initiating Jobseeker End to End Processing teams in Service Centres, achieving efficient results for customers
- Received commendations for guiding internal and external agency heads through the operations of a Service Centre
- Served as a key liaison between Members of Parliament and the Agency, escalating and resolving crucial issues presented to local members of parliament.
Skills
- Leadership and Team Management
- Customer Service Excellence
- Data Analysis and Reporting
- Strategic Planning and Implementation
- Conflict Resolution and Problem-Solving
- Communication and Interpersonal Skills
- Service Delivery Optimization
- Staff Development
- Teamwork and Collaboration
- Stakeholder Management
Certification
- First Aid Certified
- Mental First Aid Certified
- Advanced Aggression Certified
- Empowering Excellence trained
- Year 12 Certificate
Timeline
EL1 Service Support Manager
Services Australia
10.2023 - 03.2024
APS 6 Team Leader/Manager
Services Australia
09.2021 - 10.2023
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