Donna Barton
Lucknow,VIC
Summary
Dynamic professional with extensive experience at Services Australia Centrelink, excelling in customer service and team leadership. Proven ability to enhance customer satisfaction through effective problem resolution and advanced interpersonal communication. Skilled in fostering strong relationships and adapting under pressure, consistently achieving high performance in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Grandparent, Foster and Kinship Carer Adviser
Services Australia Centrelink Program
08.2024 - Current
- Build strong relationships with clients to deliver emotional support and referrals.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in agencies commitment to service excellence.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Answer inbound calls from people who have had children placed into their care unexpectedly.
- Liaise with both external and internal agencies
Team Leader
Services Australia Centrelink
10.2020 - 08.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment to build team of top performers.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Provided coaching and mentoring to staff.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Customer Service Officer
Services Australia Centrelink Program
03.2012 - 10.2020
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Proactively identified potential fraudulent activity on customer accounts.
- Handled escalated customer issues professionally, working towards swift resolutions while maintaining positive relationships.
- Conducted effective training sessions for new hires, ensuring they were prepared to deliver outstanding customer service from day one.
Skills
- Reliability and punctuality
- Versatile in Changing Environments
- Confidentiality and privacy
- Adaptability Under Pressure
- Professional Ethics
- Effective Communication
- Effective Relationship Management
- Reliable and Accountable
- Compassionate
- Prioritization Skills
Timeline
Grandparent, Foster and Kinship Carer Adviser
Services Australia Centrelink Program
08.2024 - Current
Team Leader
Services Australia Centrelink
10.2020 - 08.2024
Customer Service Officer
Services Australia Centrelink Program
03.2012 - 10.2020
Similar Profiles
CAROL WALSHCAROL WALSH
Multi-skilled Customer Service Officer at SERVICES AUSTRALIA, CENTRELINKMulti-skilled Customer Service Officer at SERVICES AUSTRALIA, CENTRELINK
Domenica RomeoDomenica Romeo
Service Officer at Services Australia - Medicare & CentrelinkService Officer at Services Australia - Medicare & Centrelink
Leonie TrestonLeonie Treston
Program Officer at Services Australia – CentrelinkProgram Officer at Services Australia – Centrelink