Gemma Lyall
Erskine,WA
Summary
Team leader with a proven track record in performance monitoring, effective delegation, and member motivation. Skilled in managing daily operations and facilitating team communication. Committed to identifying needs and delivering innovative solutions that drive results.
Overview
24
24
years of professional experience
Work History
APS5 Team Leader
Services Australia
Mandurah, WA
03.2004 - Current
- Oversaw daily operations of service officers, including supporting staff and their health and well-being, monitoring attendance, workload, and performance.
- Enhanced customer experience by monitoring real-time customer traffic and resource allocation. Ensuring that the customer remains the centre of focus.
- Developed strategies to balance customer demand with available resources.
- Drive the promotion of the agency's self-managed and digital services.
- Monitor and report on the achievement of business outcomes, key performance indicators, and quality assurance to support overall performance.
- Manage customer feedback and complaints, including investigating and resolving customer issues and incidents escalated by staff
APS6 Service Centre Manager
Services Australia
Mandurah, WA
07.2021 - 08.2021
- Manage the day-to-day operations of a service centre, including setting local priorities, managing resources and workflow and building management.
- Manage and support teams of staff, including managing performance, attendance, and health and well-being.
- Develop staff through coaching, training, and succession planning.
- Manage customer feedback and complaints, including investigating and resolving customer issues and incidents escalated by staff.
- Contribute to relevant business and people planning, and develop local strategies to improve against key performance measures.
APS4 Service Officer
Services Australia
Mandurah, WA
08.2001 - 05.2004
- Delivered tailored services to customers facing complex challenges and significant disadvantages.
- Processed claims utilising extensive knowledge of payments across multiple systems.
- Interpreted complex legislation to ensure work accuracy and quality.
- Monitored service officer work to uphold accuracy and decision-making against performance standards.
- Promoted self-managed and digital services to customers
Education
Certificate IV - Business
Services Australia
Mandurah01-2003
Skills
- Strong leadership skills, with a proven ability to guide teams effectively
- Inspire confidence and motivate team members to achieve goals
- High level of communication skills, with a demonstrated ability to de-escalate customer aggression
- Excellent organisational skills to manage multiple tasks, deadlines, and resources efficiently
Timeline
APS6 Service Centre Manager
Services Australia
07.2021 - 08.2021
APS5 Team Leader
Services Australia
03.2004 - Current
APS4 Service Officer
Services Australia
08.2001 - 05.2004
Certificate IV - Business
Services Australia
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