Denise Nasello
Runcorn,Australia
Summary
A customer service leader with proven success at Legal Aid Queensland, in team management and employee training. Skilled in process improvement and conflict resolution, I have developed impactful training programs that enhanced service delivery and staff performance. Committed to fostering a collaborative environment while achieving organizational goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Acting Customer Service Team Leader
Legal Aid Queensland
Brisbane
04.2024 - Current
- Manage a team of Customer Service Officers
- Contribute to Professional development of team
- Identify training needs, develop and deliver training programs
- Assist with client service at Front Counter when required
- Deliver Training Sessions for Front Counter Staff
- Ongoing regular Training for Regional Staff improvement and Updates
- Process Preferred Supplier Payments materials
- Assist Staff with information & process Queries
- Liaison with in-house Lawyers regarding client assistance/appointments at Front Counter
- Assist with difficult client interactions and queries.
- Member of Planning Team for Customer Service State Conference
- Regular communication of updates to staff
- Member of Consultancy Team to implement Process changes in the organisation
Customer Service Peer Coach
Legal Aid Queensland
Brisbane
01.2023 - 01.2024
- Developed and implemented Staff Training Program for Customer Service – Brisbane
- Deliver Training of new Staff for Front Counter Brisbane / Regional Front Counter’s ongoing
- Updated and Implemented Coaching and Feedback Process’s for Front of Counter Customer Service
- Implemented process for regular communication of updates to staff
- Update & Maintain Brisbane Customer Service Manual
- Coach Front Counter Staff with regular and real time feedback
- Develop and Deliver Light Training of Process’s
- Assist with New Training Sessions for Contact Centre Staff
- Developed and Implemented Training for Regional Customer Service and Litigation Support Staff
- Assist with client service at Front Counter when required
- Assist Staff with information & process Queries (Jeep info)
- Assist with difficult client interactions and queries
- Order and Maintain Stationary Supplies
- Process Preferred Supplier Payments
- Follow up with training opportunities and feedback to staff
- Liaison with In-house lawyers regarding client assistance/appointments at Front Counter
- Member of Planning Team for Customer Service State Conference
Customer Information / Service Officer
Legal Aid Queensland
Brisbane
01.2021 - 01.2023
- Customer Service – face to face (Counter and Remote phones Call Centre)
- Book Prison Advice Bookings
- Use of LARS
- LAQ Office
- Data entry - client information, receipts & payments
- Train New Staff-Front Counter
- Process client mail
Customer Information / Service Officer
Legal Aid Queensland
Brisbane/Cairns
01.2019 - 01.2021
- Customer Service – face to face (Counter and Remote phones Call Centre)
- Petty Cash
- Process client mail
- Maintain Office Equipment Book
- Prison Advice Bookings
- Use of LARS
- LAQ Office
- Data entry -client information, receipts & payments
- Order and Maintain Stationary Supplies
- Maintain Office Security Info & Data
- Filing
- Train New Staff- Front Counter/ Phone Duties
Customer Service Officer
Legal Aid Queensland
Townsville
01.2016 - 01.2019
- Customer Service – face to face (Counter and phones Call Centre)
- Train Litigation /Graduate Lawyer Front Counter/ Phone Duties
- Receiving of Applications for Grants of Aid
- Book Prison Advice Bookings
- Use of RM8
- LAQ Office
- Data entry – client information, receipts & payments
- Order and Maintain Stationary Supplies
- Petty Cash
- Process client mail
- Account Payments to External Providers
- Duty Lawyer Rosters - Quarterly
- Process payments to external providers
- Maintain Office Equipment/ Vehicle Register
- Banking & Reconciliation
- Liaison Maintenance Repairs and services of Office / vehicles and with external provider
Customer Service Officer
Cairns Regional Council
Cairns
01.2008 - 01.2016
- Customer Service – face to face (Counter and phones Call Centre)
- Answer Customer Queries
- Lodgement & Processing Applications -Plumbing, Planning etc
- Assist with Training of New Staff
- Use of Authority Programmes
- Use of Exponare
- Use of Adobe
- Data entry – client information, receipts & payments
- Take payments /Customer Queries at Counter
- Banking – daily banking and reconciliation
- DM5 and profiling
- Process client mail
- Handle Customer Queries and Complaints relating to several different departments i.e. Rates, Water billing, Animal Management, Regulated Parking
Customer Service Advisor
Promina Group
01.2001 - 01.2008
- Company Overview: APIA/AAMI Insurance
- Customer Service – face to face (Counter and phones Call Centre)
- Sales
- Data entry – client information, claim reports receipts & payments
- Filing of reports and customer documents
- Handle Customer complaints – face to face and over the phone
- Take payments over the phone or at Counter
- Banking – daily banking and reconciliation
- Make payments to outside suppliers and repairers
- Lodgement and processing of home & motor claims
- Petty Cash
- Oracle Payments – outside suppliers
- Staff wage exceptions, leave
- Oversee Contracts
- Accounts /payments and auditing
- Liaison with external companies and services / Police, external suppliers etc
- Process client mail
- Disaster Management
- APIA/AAMI Insurance
Customer Service Supervisor
Leos Fine Food & Wine
Heidelberg, Australia
01.2000 - 01.2001
- Customer Service & Complaint Handling
- Staff Rosters
- Staff Training
- Staff Supervision
- Cash Register Operation
- Cash Handling & Reconciliation
College Co-Ordinator
Abundant Life Bible Training Centre
Reservoir, Australia
01.1999 - 01.2000
- Process College Applications
- Mark and assess Assignments
- Liaison with College Students
- Mentor Students
- Write & Lecture Classes
- Co-Ordinator Volunteers
Education
New and Emerging Leadership Program -
Legal Aid QLD
01.2024
Continuing to work effectively under Stress and Pressure -
Legal Aid QLD
01.2022
Cultural Awareness -
Legal Aid QLD
01.2021
Understanding Trauma -
Legal Aid QLD
01.2021
Managing challenging interactions -
Legal Aid QLD
01.2021
Train the Trainer -
Legal Aid QLD
01.2018
Outlook Intermediate -
Cairns Regional Council
01.2010
Cross Cultural Training -
Cairns Regional Council
01.2010
Cert 2 - Business /Administration
Diamond Valley Learning Centre
01.2002
Units completed in Cert 3 - Financial Services
Deakin University
Melbourne01.2002
Skills
- Microsoft Programmes – Excel, Word, Publisher, Power Point, Outlook
- Customer service
- Team management
- Employee training
- Process improvement
- Conflict resolution
- Client communication
- Data entry
- Microsoft Office
- Customer relationship management
- Coaching staff
- Training development
- Information management
- Time management
- Feedback delivery
- Event planning
- Customer service excellence
- Service standard compliance
- Call center experience
- Training development aptitude
- Decision-making
- Critical thinking
- Multitasking and prioritizing
- Active listening
- Team collaboration
- Organizational skills
- Staff training
- Staff coaching and training
- Team building
- Staff scheduling
- Multi-tasking
- DM5
- Adobe
- Authority – Accounts, Receipting, CRM
- Exponare
- RM8
- LAQ Office
- Rapport
- Playvox
Certification
Queensland Drivers Licence - Class C, # 860 271 42
References
- Trina Holmes, Contact Centre Manager, Legal Aid Queensland, 0497 903 500
- Jan Hawes, Acting Team Leader, Legal Aid Queensland, 0412 858 745
Education Professional Development
- Cert 2 – Business /Administration, Diamond Valley Learning Centre, 01/01/02
- Units completed in Cert 3 In Financial Services, Deakin University Melbourne, 01/01/02
- Outlook Intermediate, Cairns Regional Council, 01/01/10
- Cross Cultural Training, Cairns Regional Council, 01/01/10
- Cultural Awareness, Legal Aid QLD, 01/01/21
- Understanding Trauma, Legal Aid QLD, 01/01/21
- Managing challenging interactions, Legal Aid QLD, 01/01/21
- Continuing to work effectively under Stress and Pressure, Legal Aid QLD, 01/01/22
- Train the Trainer, Legal Aid QLD, 01/01/18
- New and Emerging Leadership Program, Legal Aid QLD, 01/01/24
Volunteer Interests Skills
- Write, organise, and commence new Youth & Children’s programmes/activities/events which have included various activities for varying age groups
- Teach Leadership Training (eg: Personal Development)
- Write policy & procedures
- Facilitation of programmes and events
- Manage and keep records of finances, filing, data input
- Training programmes
- Mentoring
- Puppeteer
- Liaison with different groups/organisations/people
Timeline
Acting Customer Service Team Leader
Legal Aid Queensland
04.2024 - Current
Customer Service Peer Coach
Legal Aid Queensland
01.2023 - 01.2024
Customer Information / Service Officer
Legal Aid Queensland
01.2021 - 01.2023
Customer Information / Service Officer
Legal Aid Queensland
01.2019 - 01.2021
Customer Service Officer
Legal Aid Queensland
01.2016 - 01.2019
Customer Service Officer
Cairns Regional Council
01.2008 - 01.2016
Customer Service Advisor
Promina Group
01.2001 - 01.2008
Customer Service Supervisor
Leos Fine Food & Wine
01.2000 - 01.2001
College Co-Ordinator
Abundant Life Bible Training Centre
01.1999 - 01.2000
New and Emerging Leadership Program -
Legal Aid QLD
Continuing to work effectively under Stress and Pressure -
Legal Aid QLD
Cultural Awareness -
Legal Aid QLD
Understanding Trauma -
Legal Aid QLD
Managing challenging interactions -
Legal Aid QLD
Train the Trainer -
Legal Aid QLD
Outlook Intermediate -
Cairns Regional Council
Cross Cultural Training -
Cairns Regional Council
Cert 2 - Business /Administration
Diamond Valley Learning Centre
Units completed in Cert 3 - Financial Services
Deakin University