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, NSW01.2017
Certificate IV - Massage Therapy
QAcademy Massage Association
Gold Coast, QLD01.2016
TRACKS Indigenous Studies - undefined
Newcastle University
Newcastle, NSW01.2010
Certificate III - Business Administration
TAFE
Parkes, NSW01.2005
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