Hayley Condon
St Leonards,VIC
Summary
My career to date is highlighted with over 25 years experience in customer service and managerial roles. These extensive and challenging experiences have enabled me to build strong interpersonal relationships with both internal and external stakeholders, as well as establish excellent communication skills. An organised Team Leader who builds positive rapport, inspires trust and guides teams toward achievement of organisational goals. A strong facilitator adept at working cross-departmentally with co-management and top-level leadership. An excellent trainer and mentor. A hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
19
19
years of professional experience
Work History
Team Leader
National Disability Insurance Agency
08.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Guidance Officer
National Disability Insurance Agency
05.2022 - 07.2024
- Create and update internal and external guidance with a participant focus, including knowledge articles, Would We Fund It and Our Guidelines.
- Initiating, establishing, and maintaining internal and external stakeholder relationships.
- Project reporting within Jira superuser role.
- Listening and responding to feedback from participants and disability peak bodies.
- Representing Service Guidance branch as a guidance subject matter expert in multi-disciplinary teams.
- Supporting continuous improvement for all branch deliverables.
- Managing multiple priorities while maintaining high work standards.
Access Assessor
National Disability Insurance Agency
07.2021 - 05.2022
- Assessing application information in accordance with policy and legislation.
- Data entry and high-quality record keeping.
- Responding to phone and email enquiries.
- Providing thorough information and effective support to internal and external stakeholders.
- Researching and reviewing decisions.
- Providing clear and effective communication with participants in relation to their access decision, their rights, and their obligations.
- Managed workload effectively by prioritising tasks according to deadlines while maintaining attention to detail in all aspects of the assessment process.
Customer Service Officer/Team Leader– Customer Relations Unit
Services Australia
01.2010 - 01.2021
- Complaint management and escalation including Commonwealth Ombudsman and Ministerial complaints.
- Maintain quality standards including quality checking activities.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Implemented and developed customer service training processes.
Assistant Manager
ANZ Geelong
01.2008 - 01.2010
- Branch security management.
- Scheduled staff shifts to ensure proper coverage during peak hours without exceeding labor budgets.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Senior Personal Banker
ANZ Corio
01.2006 - 01.2008
- Administrative duties – data input and analysis
- Maintaining and monitoring compliance standards
- Branch security management
- Customer service – sales, lending and referrals
- Cash handling and balancing
- Problem resolution
- Stock management
- Conflict resolution.
Skills
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Team Supervision
- People Management
- Staff Training
- Coaching and Mentoring
- Work Planning and Prioritisation
- Goal Setting
- Quality Improvement
Strengths and capabilities
- Strong internal and external stakeholder engagement. I can communicate comfortably and effectively with people at any level.
- Well organised, resourceful, work well independently or within a team environment.
- Ability to work and adjust to a changing environment.
- Excellent problem solving and research ability.
- Excellent team development skills.
- Hold myself to a high level of performance standards.
- Responsible, reliable, honest and efficient.
Education and professional development
- Branch Manager Traineeship Program
- Leader as Coach
- Managing for a Performance Culture
- ANZ/Esanda Car Loan Pilot
- Mortgage Lending Skills Program
- Personal Loan Lending Skills Program
- FSRA Accreditation
- DeakinPrime Tier 2 Program
- Certificate III in Hairdressing
Personal objective
My personal objective is to work for an organisation that requires exceptional analytical and communication skills, will constantly provide me with new challenges and will embrace the opportunity of continuing improvement.
References
- Daniel Gibb, Assistant Director, Aged Care and Hospital Interface Branch, National Disability Insurance Agency, 0437 877 995, Daniel.gibb@ndis.gov.au
- Carolyn Tetaz, Director, Co-Design and Engagement Branch, National Disability Insurance Agency, 0460 027 688, Carolyn.tetaz2@ndis.gov.au
Timeline
Team Leader
National Disability Insurance Agency
08.2024 - Current
Guidance Officer
National Disability Insurance Agency
05.2022 - 07.2024
Access Assessor
National Disability Insurance Agency
07.2021 - 05.2022
Customer Service Officer/Team Leader– Customer Relations Unit
Services Australia
01.2010 - 01.2021
Assistant Manager
ANZ Geelong
01.2008 - 01.2010
Senior Personal Banker
ANZ Corio
01.2006 - 01.2008
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