Fiona Gourlay
Wakerley,QLD
Summary
- Managed teams in a variety of different Income Support Programs.
- Coaching and mentoring staff, providing real time support and feedback as well as opportunities for further development.
- Conduct regular performance management discussions as part of Services Australia’s Individual Performance Agreements process (IPAs) with my team.
- Supporting staff to deliver quality service.
- Manage employees, information and other resources to achieve business outcomes.
- Build and maintain productive internal and external working relationships.
- Apply innovation initiatives to maximise the benefits of change and contributes to the improvement in quality and efficiency of services.
Overview
6
6
years of professional experience
Work History
Team Leader
Services Australia - Centrelink
08.2023 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Held weekly team meetings to inform team members on company news and updates.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Authorised Review Officer
Services Australia - Centrelink
05.2022 - 07.2023
- Understand the audience and context and effectively tailor communication and communication styles by active listening, reiterating decision outcomes and avoiding agency jargon when speaking with customers and external stakeholders. My written and verbal communications continually meet the quality standards applied by the appeals branch.
- Build relationships and engage with diverse groups of people by obtaining evidence, facts and explaining review outcomes verbally and in writing to customers, their nominees, financial planners, accountants, medical staff, welfare rights and the Administrative Appeals Tribunal (AAT).
- Understand change and communicate it to staff in a meaningful way by learning why the changes are occurring and how the changes fit into the master plan.
- Collaborate with other staff in their immediate area and in other areas of the agency by preparing evidence for appeals that have been referred to the AATl, identifying discrepancies in Operational Blueprint (OB) and legislation/policy, liaising with the OB owners and legal services to have the discrepancies rectified to ensure the principles of natural justice are met.
- Research, analyse and make sound decisions using appropriate judgement by applying social security legislation, policy and procedures to ensure correct and evidence based decisions are made. Affirms and/or overturns complex decisions made depending on a client’s circumstances using legislation interpretation and analysis skills.
- Plan strategically and prioritise workload for self and teams to accomplish business outcomes by meeting stakeholder expectations and achieves outcomes by completing reviews in a timely manner with current percentage siting above the national average. I work autonomously and under limited supervision by managing my review caseload with limited oversight required by my supervisor.
Service Support Officer / Real Time Manager
Services Australia - Centrelink
08.2021 - 05.2022
- Genesys – Monitor Genesys in real time to ensure Service Officers are in the correct AUX Code throughout the day. This ensures staff are in the correct AUX code and are servicing the needs of everyday Australians.
- Quality Call Framework (QCF) – Accredited in QCF to listen to staff members calls with customers. This ensure we are providing accurate information to our customers. Feedback is given by myself to the service officer for Learning and Coaching development.
- Assist Service Officers with technical enquiries within our Smart Centre. I interrupt resources and Legislation to ensure we are giving quality outcomes to our customers.
- Develop Learning Plans for staff members who require extra support to achieve our Customer Service Indicators.
- Work closely with Stakeholders to ensure staff are Leaders are keep up to date on changes as they occur
- As a Service Support Officer (SSO) I plan my work in the context of competing priorities and contributes to changes in workplace practices and business improvement strategies
- Certificate Quality Assurance Officer
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with customers and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Team Leader
Services Australia - Centrelink
10.2017 - 07.2021
- Promote, support, empower my Team Coach’s (TC) to have meaningful conversations with staff every day. I lead & manage TC’s and oversee Irregular & Intermittent staff (IIEs) in Brisbane CBD. I utilise SmartCoach & Executive Dashboard to ensure we are meeting Customer Service Indicators.
- Attend and conduct Stand-up Meetings daily with teams and Leaders
- I engage with both internal & external stakeholders to deliver and decode strategic messaging to ensure both TC’s & Service Officers understand the task at hand and allows for correct outcomes for our customers. I have strong interpersonal & communication skills.
- Major focus on Lost Time Report. Ensuring staff are in the correct AUX code at the correct time.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
Education
No Degree -
Certificate IV in Telecommunications
Launceston, TASSkills
- Coaching for engagement
- Complaint Resolution
- Quality Improvement
- Organisational skills
- Communication skills
- People Management
- Effective Communication
- Team Supervision
- Mentoring
- Coaching
- Leading Team Meetings
- Expectation Setting
- SMART Goals
Timeline
Team Leader
Services Australia - Centrelink
08.2023 - Current
Authorised Review Officer
Services Australia - Centrelink
05.2022 - 07.2023
Service Support Officer / Real Time Manager
Services Australia - Centrelink
08.2021 - 05.2022
Team Leader
Services Australia - Centrelink
10.2017 - 07.2021
No Degree -
Certificate IV in Telecommunications
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