Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Emma Monkerud-Wood

Emma Monkerud-Wood

Chisholm,Australia

Summary

Dedicated employee with excellent experience in the industry. Maintains professional appearance and demeanor and proficiently completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organisation skills.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Team Leader

Services Australia
01.2024 - 01.2025
  • Families and Data Quality Team
  • Promote the Agency’s vision and principles and lead by example by providing and leading discussions incorporating the master plan and Agency’s Vision. Support and provide clear and achievable objectives
  • Effective communication to team in providing team priorities and performance management, being transparent, respectful in all interactions to all employees, customers and stakeholders.
  • Data analysing on teams performance measures
  • Support and encourage innovation and change initiatives
  • Promoting and supporting staff growth. Offer support, guidance and resources and recognising team individual and team efforts and celebrating successes.
  • Lead a psychologically safe workplace
  • Be professional and model courteous behaviour and promote inclusiveness. Resolve any conflict issues effectively and promoting the Agency’s Capability Framework
  • Foster a positive collaborate environment

Customer Service Officer

Data Quality Unit, Services Australia
Maitland, NSW
02.2022 - Current
  • Conduct correction of intertwined and multiple records
  • Determine primary and multiple CRNS
  • Delete and link records where required
  • Complete background checks
  • Utilize all systems for investigations such as Medicare, Centrelink and ACE (Archived records)
  • Collaboration - Attend stakeholder meetings

Facilitator

Learning and Development Team
01.2024 - 03.2024
  • Facilitate Child Care Subsidy Training to New Recruits
  • Virtual facilitated training
  • Guidance and support to staff new to the Department
  • Quality checking and providing constructive effective well communicated feedback
  • Attendance LAR sheet/SEAD attendance
  • Emails, correspondence with leadership and stakeholders
  • Collaboration, attending meetings with Learning Team, stakeholders and team leaders
  • Task management, time management, problem solving
  • Cultural safety

Customer Service Officer

Participation Solutions Team, Services Australia
Parkes, NSW
06.2013 - 02.2022
  • Targeted Compliance framework (TCF) & Job Seeker Compliance Model (JSCM), ensure participation mutual obligations are explained. Provide technical support and quality checking to other employees.
  • Call Centre/smart Centre – inbound & outbound calls to mainstream & Remote
  • Discuss mutual obligations requirements with customers
  • Impose penalties, discuss suspensions and cancellations of payments
  • Provide policy and procedure and appeal rights to customers
  • Engage and consult with Social workers and external stakeholders
  • Quality checking other employees work and technical support

Customer Service Officer

Capability Improvement Team, Services Australia
Parkes, NSW
05.2019 - 06.2019
  • Provide support to temporary staff working for the Department who were assigned to code Medical certificates. Quality checking work and providing feedback.
  • Report to team leader and manager. Attend and hold meetings.
  • Training new staff members
  • Provide reports to team leader
  • Provide technical support to staff and consultations
  • Work alongside other leadership
  • Consult with stakeholders

Senior Customer Service Adviser

Participation Solutions Team, Services Australia
Biggera Waters & Tweed Heads, QLD
07.2009 - 10.2010
  • Provide ongoing support to staff. Report to team leader and manager. Attend and hold meetings.
  • Training new staff members
  • Provide reports to team leader
  • Provide technical support to staff and consultations
  • Work alongside other leadership
  • Consult with stakeholders

Software Testing

Compliance Framework, Centrelink
Adelaide, SA
01.2008 - 01.2009
  • System testing when new compliance framework had come into effect with new Government changes
  • Test records against new changes with the systems used such as customer single user and customer record to ensure the system would work
  • Report and provide reports and analyses to team leaders

Education

Transition to Leadership -

AP5S/AP6S
Orange, NSW
01.2017

Certificate IV - Massage Therapy

QAcademy Massage Association
Gold Coast, QLD
01.2016

TRACKS Indigenous Studies - undefined

Newcastle University
Newcastle, NSW
01.2010

Certificate III - Business Administration

TAFE
Parkes, NSW
01.2005

Skills

  • Complaint handling
  • Data analysing and performance
  • Staff Support and Collaboration
  • Effective communication
  • Exceptional leadership skills
  • Conflict resolution and problem solving skills

Certification

  • Certified Massage Therapist

Cert IV

Timeline

Facilitator

Learning and Development Team
01.2024 - 03.2024

Team Leader

Services Australia
01.2024 - 01.2025

Customer Service Officer

Data Quality Unit, Services Australia
02.2022 - Current

Customer Service Officer

Capability Improvement Team, Services Australia
05.2019 - 06.2019

Customer Service Officer

Participation Solutions Team, Services Australia
06.2013 - 02.2022

Senior Customer Service Adviser

Participation Solutions Team, Services Australia
07.2009 - 10.2010

Software Testing

Compliance Framework, Centrelink
01.2008 - 01.2009

Certificate IV - Massage Therapy

QAcademy Massage Association

TRACKS Indigenous Studies - undefined

Newcastle University

Certificate III - Business Administration

TAFE

Transition to Leadership -

AP5S/AP6S
Emma Monkerud-Wood