Rhayne Milgate
Thornton,Australia
Summary
Versatile and dedicated public sector professional with 5+ years of experience across frontline customer service, compliance operations, and team leadership in NSW Government. Skilled in delivering high-quality service aligned with legislation, fostering continuous improvement, and driving performance in dynamic, high-volume environments. Adept in stakeholder engagement, systems operations, and contributing to organisational strategy. Recognised for adaptability, emotional intelligence, and delivering results under pressure.
Overview
2026
2026
years of professional experience
Work History
Assistant Coordinator (Team Leader) | Grade 7/8
Revenue NSW
- Multiple Higher Duties Secondments
- Lead a team in delivering timely, compliant customer service while achieving KPIs and quality targets.
- Drove staff coaching, development and performance management to meet organisational objectives.
- Delivered advice on complex issues, inform strategic planning, and implement continuous service improvement.
- Monitored team achievements, reporting outcomes to ensure performance standards and legislative compliance.
- Provided administrative support to the team, enabling them to focus on core tasks and achieve project goals.
Operations Support Officer | Grade 5/6
Revenue NSW
10.2023 - Current
- Assessed complex client matters and provide accurate advice on statutory obligations.
- Mentored staff on systems, policy, and procedures to ensure consistency and high standards.
- Conducted quality assurance reviews and investigations and prepare formal reports and court referrals.
- Supported operational innovation to meet evolving business needs.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
Assistant Operations Officer | Grade 3/4
Revenue NSW
04.2023 - 10.2023
- Processed tax documents and determined grant entitlements in line with legislation.
- Delivered phone, counter and written customer service, and conducted audits to assess compliance.
- Maintained legislative knowledge to ensure accurate processing and advice.
- Contributed to the achievement of revenue targets through effective workflow management and task prioritisation.
- Managed daily schedules and workflows to ensure timely completion of tasks.
Administration Officer (Secondment) | Grade 5/6
Service NSW
02.2023 - 04.2023
- Delivered administrative support and complex query resolution across multiple business areas.
- Trained new staff, supported digital systems usage, and maintained customer records.
- Developed office systems, coordinated reporting, and improved procedural efficiency.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Managed complex scheduling tasks, ensuring that deadlines were met consistently.
- Created, prepared, and delivered reports to various departments.
- Delivered quality results under pressure by prioritizing tasks effectively during high-stress situations or tight deadlines.
Customer Service Representative | Grade 3/4
Service NSW
03.2021 - 02.2023
- Delivered high-level customer service and supported complex inquiries across channels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions.
Medical Secretary
Maitland Orthopaedics & Rehabilitation Centre
02.2019 - 02.2021
- Supported doctors with administrative functions, reporting, and scheduling.
- Met monthly KPIs and ensured a smooth flow of operations within a busy clinic.
- Contributed to the reduction of no-shows by sending appointment reminders via phone or email as per patient preferences.
- Maintained office supplies inventory by checking stock, anticipating department needs, and placing and expediting orders.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Assisted in the development of new office procedures to enhance workflow efficiency and overall productivity.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Used knowledge of medical terminology to transcribe patient information from written copy, electronic equipment, or verbal direction.
- Enhanced patient satisfaction by providing empathetic and clear communication regarding procedures and policies.
- Maintained welcoming and organised reception area, contributing to positive first impression for patients.
- Facilitated smooth workflow for healthcare professionals by efficiently preparing examination rooms and medical documents.
Education
Certificate IV - Business Studies
TAFE NSW
Maitland NSW11-2021
Skills
- Team Leadership & Staff Development
- Customer Service & Issue Resolution
- Compliance & Legislative Interpretation
- Quality Assurance & Performance Monitoring
- Administrative Operations & Systems
- Continuous Improvement & Change Support
- Relationship Management & Communication
- Efficient task management
Timeline
Operations Support Officer | Grade 5/6
Revenue NSW
10.2023 - Current
Assistant Operations Officer | Grade 3/4
Revenue NSW
04.2023 - 10.2023
Administration Officer (Secondment) | Grade 5/6
Service NSW
02.2023 - 04.2023
Customer Service Representative | Grade 3/4
Service NSW
03.2021 - 02.2023
Medical Secretary
Maitland Orthopaedics & Rehabilitation Centre
02.2019 - 02.2021
Assistant Coordinator (Team Leader) | Grade 7/8
Revenue NSW
Certificate IV - Business Studies
TAFE NSW
Employment-Related Skills & Strengths
- Maintains technical competence in a changing legislative environment
- Uses sound judgement, tact, and initiative when negotiating with clients
- Thrives under pressure, juggling multiple competing deadlines
- Demonstrates resilience, flexibility, and a calm demeanour
- Self-directed and goal-oriented with strong time management
- Strong critical thinking and decision-making skills
- High emotional intelligence; builds trust and rapport across teams
- Committed to confidentiality and professionalism
- Creative problem-solver open to alternative perspectives
- Strong listener and effective communicator
- Works independently and collaborates in team settings
- Organised, detail-focused, and consistently reliable
- Contributes actively to continuous improvement and team culture
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