FELICIA DUNSTON
PERTH,WA
Summary
Dedicated professional with extensive experience in customer service and team leadership. Proven track record of enhancing customer satisfaction and achieving KPI targets. Committed to delivering quality care and fostering positive interactions through effective communication and training.
Overview
20
20
years of professional experience
Work History
Team Leader
TSA Group Australia-Services Australia Campaign
07.2026 - Current
- Led team of 17 customer service consultants to meet mandatory requirements and achieve KPI targets, directly enhancing customer satisfaction and first contact resolution.
- Led team meetings to align objectives and enhance communication.
- Trained new staff on procedures and company policies.
- Developed schedules to ensure adequate coverage and workflow efficiency.
Trainer
TSA Group Australia-Services Australia Campaign
06.2025 - 06.2026
- Trained new Customer Service Consultants over six weeks of mandatory training, guiding them to graduation and transition into Production.
- Conducted workshops to enhance employee skills and knowledge.
- Facilitated onboarding sessions for new team members in the campaign.
Service Consultant -APS4 equivalent
TSA Group Australia-Services Australia Campaign
07.2024 - 05.2025
- Handle inbound calls to assess customer needs and support the delivery of Australian Government payments and services in line with KPI requirements.
- Delivered accurate information and advice to customers regarding legislation, policy, procedures, payments, and services administered by the agency.
- Facilitated customer adoption of self-managed and digital services through promotion and support.
- Answer and action all inbound enquiries to the myGov Helpdesk.
- Conducted quality assurance and assessment activities to ensure accurate delivery of payments and services.
Horse Riding Instructor and Horse Care Attendant
Oakford Equestrian Centre
08.2017 - 03.2025
- Coaching all levels of riders from beginner children and adults right through to experienced competition level riders across a diverse range of equestrian disciplines.
- Incorporated mental health and counselling skills to implement therapeutic riding approaches for students.
- Judging onsite competitions.
- Weekly feed round for approximately 80 horses per shift.
- Trained new feed staff while supervising stable hands and work experience students to ensure effective care and operations.
- Managed bookings for horse float and facility rentals to optimize facility usage and client satisfaction.
Onboarding Administrator
TSA Group Australia-Services Australia Campaign
11.2023 - 06.2024
- Ensured accurate submission and safe storage of personal identity documents for Baseline Security Clearance processing for new candidates.
- Managed TSA-Services Australia Contract Pre-Engagement Pack (PEP) process, achieving submission targets for PEP Security documents during high-level recruitment ramp-up.
- Coordinated with stakeholders, department heads, and HR to address concerns regarding candidates.
- Interdepartmental communications for the handover or discussion of candidates with newly obtained Federal Government Security Clearance.
Service Consultant -APS4 equivalent
TSA Group Australia-Services Australia Campaign
09.2023 - 11.2023
- As Above.
- Resolved customer complaints efficiently, ensuring adherence to service quality standards and enhancing client satisfaction.
- Facilitated communication between clients and departments, streamlining issue resolution and improving service delivery.
- Answered client inquiries, providing accurate service information to enhance client understanding.
Customer Solutions Specialist (APS4 equivalent)
Probe Cx -Services Australia Campaign
04.2023 - 08.2023
- Handled inbound calls to assess customer needs, facilitating delivery of Australian Government payments and services in line with KPI requirements.
- Provided accurate information and advice on legislation, policy, procedures, payments and services administered by the agency, ensuring customer understanding and compliance.
- Managed customer inquiries to ensure timely assistance at the myGov Helpdesk.
- Encouraged and supported customers in utilizing self-managed and digital services, enhancing their engagement with available resources.
- Undertake quality assurance and assessment activities to support the accurate delivery of payments and services.
Family Support Network Contact Visit Supervisor
Dept. Child Protection and Family Services
06.2018 - 06.2019
- Supervised contact visits between young mother and newborn baby in custody of Department of Child Protection and Family Services, ensuring safe and positive interactions.
- Documented and reported on case details to maintain accountability to Department of Child Protection and Family Services.
- Ensured confidentiality and professionalism in all client interactions.
- Provided empathetic, non-judgmental support to mother and baby during visits, fostering a nurturing environment.
- Authorised carer of the protected baby as per CPFS regulations.
Registered Nurse Div 2
Mediserve Nursing Agency
10.2015 - 01.2017
- Managed comprehensive patient care, including:
- Performed wound management, administered medications, conducted health assessments.
- Administered vaccinations (travel, childhood, adult), facilitated desensitisation, and implemented primary health care programs such as:
- -Diabetes education and management
- -Weight management and education.
- -Care Plan/Team Care Plan arrangement clinics, psychiatric nursing care and continence management.
- Delivered comprehensive health services across various residential and hospital environments.
Martial Arts Instructor and Tournament Referee
GKR Karate
01.2013 - 12.2014
Registered Nurse Div 2
Best West Care Nursing Agency
06.2013 - 11.2014
Registered Nurse Div 2
Baptistcare - Gracehaven Village Rockingham
04.2012 - 03.2013
Registered Nurse Div 2
Mandurah Care Facility
12.2011 - 04.2012
Registered Veterinary Nurse
Vets 2 U, Mobile Veterinary Service
01.2007 - 01.2012
Census Officer
Australian Bureau of Statistics
07.2011 - 09.2011
Education
Diploma of Mental Health -
Trainsmart Australia
Perth03-2023
Diploma of Counselling -
Trainsmart Australia
Perth03-2023
Responsible Service of Alcohol -
Safe First Training
02-2023
Peripheral IV Cannulation - Human
Medical Training Solutions
09-2016
Diploma in Nursing-Registered Nurse Div 2 -
Challenger Institute of Technology
Perth12-2011
Certificate IV in Veterinary Nursing -
Applied Vocational Training
Perth12-2006
Bachelor of Science-Nursing -
University of Technology Sydney
12-1995
Higher School Certificate -
Forster High School
NSW10-1992
Skills
- KPI achievement
- Team management
- Staff training
- Customer service
- Quality control
- Employee performance
- Communication skills
Timeline
Team Leader
TSA Group Australia-Services Australia Campaign
07.2026 - Current
Trainer
TSA Group Australia-Services Australia Campaign
06.2025 - 06.2026
Service Consultant -APS4 equivalent
TSA Group Australia-Services Australia Campaign
07.2024 - 05.2025
Onboarding Administrator
TSA Group Australia-Services Australia Campaign
11.2023 - 06.2024
Service Consultant -APS4 equivalent
TSA Group Australia-Services Australia Campaign
09.2023 - 11.2023
Customer Solutions Specialist (APS4 equivalent)
Probe Cx -Services Australia Campaign
04.2023 - 08.2023
Family Support Network Contact Visit Supervisor
Dept. Child Protection and Family Services
06.2018 - 06.2019
Horse Riding Instructor and Horse Care Attendant
Oakford Equestrian Centre
08.2017 - 03.2025
Registered Nurse Div 2
Mediserve Nursing Agency
10.2015 - 01.2017
Registered Nurse Div 2
Best West Care Nursing Agency
06.2013 - 11.2014
Martial Arts Instructor and Tournament Referee
GKR Karate
01.2013 - 12.2014
Registered Nurse Div 2
Baptistcare - Gracehaven Village Rockingham
04.2012 - 03.2013
Registered Nurse Div 2
Mandurah Care Facility
12.2011 - 04.2012
Census Officer
Australian Bureau of Statistics
07.2011 - 09.2011
Registered Veterinary Nurse
Vets 2 U, Mobile Veterinary Service
01.2007 - 01.2012
Diploma of Mental Health -
Trainsmart Australia
Diploma of Counselling -
Trainsmart Australia
Responsible Service of Alcohol -
Safe First Training
Peripheral IV Cannulation - Human
Medical Training Solutions
Diploma in Nursing-Registered Nurse Div 2 -
Challenger Institute of Technology
Certificate IV in Veterinary Nursing -
Applied Vocational Training
Bachelor of Science-Nursing -
University of Technology Sydney
Higher School Certificate -
Forster High School