Fiona Bolton
Wodonga,Australia
Summary
Experienced customer service professional with over 30 years in both private and public sectors. Proficient in data bases, payroll systems, financial record keeping, resource management, and human resource processes. Proactive team leader and team player known for providing exceptional customer advice and resolving issues to meet customer needs. Recognized for high level of personal and professional integrity and received regular positive feedback as well as awards.
Overview
37
37
years of professional experience
Work History
Implementation Analyst
SERVICE NSW
2022.03 - Current
- Responsible for providing a comprehensive analysis to support the delivery of new and rapid business deployments, campaigns and improvements to the agency and other clients.
Service Coordinator
SERVICE NSW
ALBURY
2015.02 - 2022.09
- Monitor all staff to ensure timely high-quality service to customers that falls in line with the Service NSW vision, mission and values.
Secondment – Service Delivery Deployment Team
SERVICE NSW
2021.08 - 2022.03
- Representing Service Delivery in the project team, ensuring the project’s impact on channels is considered throughout project planning and design and key stakeholders are engaged.
Secondment to Flood Response Support Team
SERVICE NSW
2021.03 - 2021.04
- Assisted the Support Team in rostering staff across several Disaster Recovery Centres in response to the flood emergency.
Secondment to Privacy Hypercare Team
SERVICE NSW
2020.05 - 2021.01
- Assisted customers of Service NSW whose details were compromised in a cyber security breach of staff emails.
CSR DT, CSR and A/Customer Service Coordinator
RMS
ALBURY
1996.12 - 2015.02
- Coordinated and allocated resources to ensure a high standard of frontline customer service.
Warranty Officer
WESTERN PLAINS AUTOMOTIVE
DUBBO
1994.01 - 1995.01
- Effective customer service and handling and processing of new vehicle warranties.
Casual Customer Service Officer
ROADS AND TRAFFIC AUTHORITY
DUBBO
1992.01 - 1994.01
- Attending to all transactions relating to registrations and licensing of customers.
Clerical Officer, Maternity Relief
CBA
NYNGAN
1991.01 - 1992.01
- General clerical work and customer service.
Office Assistant
WARREN SECRETARIAL SERVICES
WARREN
1990.01 - 1991.01
- Bookkeeping and administration/clerical work.
Receptionist
ELDERS REAL ESTATE
DUBBO
1988.01 - 1990.01
- Customer service and processing of accounts.
Education
Design and Analysis of Surveys -
University of Melbourne
01.2024
Kronos Management Training -
Service NSW
01.2019
Workforce Central Training -
Service NSW
01.2017
Ongoing My Career Training -
Service NSW
01.2015
Distance Education Certificate IV in Human Resources -
OTEN
01.2002
Train Small Groups -
Drake Training Albury
01.2001
Diploma of Management -
Wodonga Institute of Tafe
01.2000
Advanced Certificate in Management Skills -
Wodonga Institute of Tafe
01.1999
Certificate in Workplace Leadership -
Wodonga Institute of Tafe
01.1998
Advanced Certificate in Accounting -
NSW TAFE
01.1996
Accounts Clerical Certificate -
NSW TAFE
01.1992
Certificate of Attendance – Professional Receptionists -
Real Estate Institute of NSW
01.1989
Advanced Certificate in Secretarial Studies -
NSW TAFE
01.1988
High School Certificate -
Warren Central School
01.1986
Skills
- Microsoft Office Suite Proficiency
- Teams
- Salesforce Classic and Lightning
- Jira
- SAP
- Drives
- Confluence
- Tableau
- Unify
- Kronos Workforce Management
Key Strenghts
- Positive attitude
- Excellent interpersonal skills and capacity to coach and train others
- High level of verbal and written communication and sound listening skills
- Excellent analytical and problem-solving skills
- Organisation and time management skills with a focus on meeting performance targets
- Ability to acquire, develop and share product knowledge
- Highly organised
- Adaptable to change
- Effective customer service skills
- Excellent initiative and leadership skills
- Strong concern for the welfare of others
Affiliations
Affiliate Membership, NSW Justices Association
References
Megan Harries, Manager, Business Deployment and Optimisation, 02 95669192, Megan.Harries@service.nsw.gov.au
Timeline
Implementation Analyst
SERVICE NSW
2022.03 - Current
Secondment – Service Delivery Deployment Team
SERVICE NSW
2021.08 - 2022.03
Secondment to Flood Response Support Team
SERVICE NSW
2021.03 - 2021.04
Secondment to Privacy Hypercare Team
SERVICE NSW
2020.05 - 2021.01
Service Coordinator
SERVICE NSW
2015.02 - 2022.09
CSR DT, CSR and A/Customer Service Coordinator
RMS
1996.12 - 2015.02
Warranty Officer
WESTERN PLAINS AUTOMOTIVE
1994.01 - 1995.01
Casual Customer Service Officer
ROADS AND TRAFFIC AUTHORITY
1992.01 - 1994.01
Clerical Officer, Maternity Relief
CBA
1991.01 - 1992.01
Office Assistant
WARREN SECRETARIAL SERVICES
1990.01 - 1991.01
Receptionist
ELDERS REAL ESTATE
1988.01 - 1990.01
Design and Analysis of Surveys -
University of Melbourne
Kronos Management Training -
Service NSW
Workforce Central Training -
Service NSW
Ongoing My Career Training -
Service NSW
Distance Education Certificate IV in Human Resources -
OTEN
Train Small Groups -
Drake Training Albury
Diploma of Management -
Wodonga Institute of Tafe
Advanced Certificate in Management Skills -
Wodonga Institute of Tafe
Certificate in Workplace Leadership -
Wodonga Institute of Tafe
Advanced Certificate in Accounting -
NSW TAFE
Accounts Clerical Certificate -
NSW TAFE
Certificate of Attendance – Professional Receptionists -
Real Estate Institute of NSW
Advanced Certificate in Secretarial Studies -
NSW TAFE
High School Certificate -
Warren Central School
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