- Animal Care - Dog Showing-Confirmation
- Playing Sports (Tennis)
Heather Raabe
Haddon
Summary
With a proven track record at Services Australia, I excel in enhancing customer satisfaction and team productivity through effective leadership and strategic planning. Leveraging skills in complex problem-solving and staff management, I've successfully improved service delivery and fostered a culture of continuous learning, achieving a significant increase in employee engagement.
Knowledgeable in all areas with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Centre Manager- Ballarat Centrelink
Services Australia
04.2021 - 02.2024
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
Service Centre Manager
Services Australia
01.2021 - 04.2021
- Established performance goals for staff, providing ongoing feedback and coaching to drive success.
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
- Promoted a positive work culture by fostering open communication channels among team members.
- Presented budgets and performance reports to corporate offices.
- Trained new staff members on company policies and center expectations.
- Improved customer satisfaction by implementing efficient service center processes and procedures.
- Enhanced team performance by providing regular training and development opportunities.
- Actively participated in industry conferences and networking events to stay current on market trends and best practices in service center management.
- Maintained a safe working environment by enforcing strict safety protocols and guidelines.
- Reduced wait times for customers through streamlining scheduling and staff allocation.
- Successfully launched new services or products within the center by coordinating efforts across multiple departments effectively.
- Aligned team objectives with organizational goals through effective communication of expectations and responsibilities at all levels of the workforce hierarchy.
Team Leader
Services Australia
05.2018 - 01.2021
- 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.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- 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.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment to build team of top performers.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
Service Support Officer
Services Australia
07.2015 - 01.2017
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Collaborated with IT department to troubleshoot technical issues, ensuring minimal downtime for employees'' workstations or equipment malfunctions.
- Reduced response time for customer inquiries through efficient triaging of incoming calls and emails.
- Maintained confidentiality of sensitive information by following established document handling procedures diligently.
- Supported project teams in achieving milestones by providing administrative assistance during crucial stages.
- Implemented data management systems to maintain accurate client records and improve information accessibility.
- Developed comprehensive training materials to onboard new hires, resulting in reduced learning curves.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Manager/Team Leader/Fraud Investigation
Services Australia
09.2007 - 09.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
Education
No Degree -
Canterbury Girls
Canterbury, VICSkills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Strategic planning
- Performance management
- Staff development
- Policy implementation
- Conflict resolution
- Workforce management
- Emergency response
- Coaching and mentoring
- Teamwork and collaboration
- Computer skills
- Effective communication
Certification
- Victorian Driver's License
- Cert 5 Government Fraud InvesInvestigations
- Cert 3 Bushfire Management
- Cert 2 Map Reading
Interests
Timeline
Service Centre Manager- Ballarat Centrelink
Services Australia
04.2021 - 02.2024
Service Centre Manager
Services Australia
01.2021 - 04.2021
Team Leader
Services Australia
05.2018 - 01.2021
Service Support Officer
Services Australia
07.2015 - 01.2017
Manager/Team Leader/Fraud Investigation
Services Australia
09.2007 - 09.2016
No Degree -
Canterbury Girls
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