Emma Wallace
Hamilton,NSW
Summary
I am currently employed as a Service Support Officer at the APS 5 level. I have been working at this level since November 2021, effectively developing my capabilities and increasing my experience at the APS 5 level. I have continued to progress with my development, taking on additional responsibilities, overcoming challenges and creating innovative opportunities for business improvements. My role within the Agency has led to developments personally and professionally to which I endeavour to meet and exceed each of the capability requirements on a day-to-day basis. I have effective leadership skills and driven and contributed to a culture that upholds the APS Values and our Code of Conduct. I advocate for respect in the workplace, role modelling courteous and professional behaviour and create an environment in which staff can voice differing perspectives and views to reach a mutual understanding. I adopt a growth mindset by actively seeking opportunities to gain feedback on my performance and engage in development opportunities and lead my team to do the same. I maintain a customer centric approach to appropriately manage sensitive and complex issues to deliver quality customer and government outcomes.
Overview
6
6
years of professional experience
Work History
Service Support Officer
Services Australia
10.2020 - Current
- Enhanced customer satisfaction by addressing enquiries and resolving issues in a timely manner.
- Maintained confidentiality of sensitive information by following established document handling procedures diligently.
- Participates in the implementation of change initiatives. Accommodates changing priorities and operating environments and responds with initiative and flexibility to periods of uncertainty and ambiguity. Modifies own work practices to support changing circumstances and organisational focus. Actively helps and supports others in dealing with uncertainty and change.
- Demonstrated adaptability in taking on additional responsibilities as needed during times of high workload, maintaining consistent performance under pressure.
- Conducted regular audits on office processes to identify inefficiencies or areas needing improvement and provided detailed reports to internal and external stakeholders.
- Responsible for managing employee performance, allocating work, and identifying training needs.
- Demonstrated specialised knowledge and understanding of policies, procedures and guidelines and specialised technical knowledge.
- Fosters discussion, welcomes and responds to feedback and adapts approach to ensure audience understanding.
Program Support Manager
Services Australia
02.2023 - 01.2024
- Provided ongoing support for internal teams, increasing collaboration and driving overall project success.
- Prepared detailed reports for senior executives on project progress, challenges encountered, and proposed solutions.
- Coordinated training programs for staff, enhancing their skills and contributing to overall organisational growth.
- Developed and executed strategic plans for successful program implementation, resulting in improved performance metrics.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Service Representative
Services Australia
03.2020 - 10.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased customer satisfaction and trust.
- Developed rapport with customers through active listening skills.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Business Administrative Assistant
KDC Town Planning
01.2019 - 03.2020
- Enhanced office efficiency by streamlining administrative processes and implementing time-saving tools.
- Saved costs by negotiating contracts with vendors for office supplies, equipment maintenance, and other services.
- Managed schedules, appointments, and travel arrangements for executives to facilitate smooth operations.
- Contributed to a positive work environment through proactive problem-solving and excellent interpersonal skills when interacting with colleagues.
- Assisted with the hiring process by reviewing resumes, scheduling interviews, and conducting reference checks for potential candidates.
- Developed positive relationships with clients through effective communication and prompt resolution of any issues or concerns.
- Coordinated company events and meetings, resulting in successful collaborations and team-building experiences.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Managed filing system, entered data and completed other clerical tasks.
Education
Certificate III - Business Administration
TAFE NSW
Newcastle01.2020
High School Diploma -
Saint Francis Xavier's College
Newcastle, NSW10.2016
Skills
- Escalation Handling
- Incident Management
- Teamwork and Collaboration
- Excellent Communication
- Interpersonal Skills
- Professionalism
- Problem-solving abilities
- High Attention to Detail and Organisational Skills
Timeline
Program Support Manager
Services Australia
02.2023 - 01.2024
Service Support Officer
Services Australia
10.2020 - Current
Customer Service Representative
Services Australia
03.2020 - 10.2020
Business Administrative Assistant
KDC Town Planning
01.2019 - 03.2020
Certificate III - Business Administration
TAFE NSW
High School Diploma -
Saint Francis Xavier's College
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