Jared Harries
Brisbane
Summary
Dynamic Team Leader with proven expertise at Services Australia, excelling in performance improvement and conflict resolution. Skilled in coaching and mentoring, I fostered a collaborative environment that enhanced team capabilities and achieved key performance indicators. My analytical thinking and attention to detail drove successful project outcomes and elevated client satisfaction.
Overview
7
7
years of professional experience
Work History
Team Leader (Higher Duties)
Services Australia - Smart Centres
02.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowering team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managing conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintaining an inclusive and diverse team culture, promoting respect and understanding among all members in line with the APS Values and Code of Conduct.
- Local Peer Support portfolio lead for Brisbane CBD Smart Centre. Organising scheduling, learning and development and monthly meetings to develop capability for all support skilled staff.
- Ensure development of capability of team members through regular coaching and team meetings.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Program Support Manager (Temporary Backfill)
Services Australia - Smart Centres
12.2024 - 01.2025
- Established clear goals for team leaders, enabling them to prioritize tasks effectively and drive results consistently.
- Developed relationships with internal stake holders, fostering open communication leading to positive outcomes.
- Provided ongoing support for internal teams, increasing collaboration and driving overall project success..
- Prepared detailed reports for senior leadership on Performance, attendance, quality and proposed solutions.
- Evaluated program performance against established benchmarks, recommending adjustments as necessary to achieve desired outcomes.
- Monitored quality programs to ensure compliance.
Learning Facilitator (Higher Duties)
Services Australia - Smart Centres
11.2023 - 02.2024
- Facilitated Training for Job seeker Youth Allowance, Low income health card card claims along with Employment services inbound telephony.
- Facilitated dialogue between participants, family, and program workers to provide best possible program and individualized program.
- Identified areas in need of improvement and implemented solutions.
- Offered personalized guidance during office hours or one-on-one consultations, helping learners overcome specific challenges or deepen their understanding of course material.
- Maintained accurate records of staff performance, attendance, and behaviour to inform ongoing learning needs for Team Leaders.
- Collaborated closely with colleagues to share best practices, resources, and insights into effective teaching techniques.
- Enhanced learner engagement by incorporating interactive activities and real-world examples into facilitation.
- Promoted a positive classroom culture rooted in mutual respect, open communication, and active participation from all students.
- Delivered tailored instruction to diverse groups of learners, ensuring individualized attention and personal growth.
Customer Service Officer (Temporary Transfer)
Services Australia - Face to Face
09.2023 - 11.2023
- 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of payment knowledge to effectively assist customers with accurate information.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Contributed to the achievement of Smart Centre/Service Centre targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and Agency interests.
Customer Service Officer
Services Australia Smart Centres
08.2022 - 09.2023
- 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of payment knowledge to effectively assist customers with accurate information.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Contributed to the achievement of Smart Centre/Service Centre targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and Agency interests.
Customer Service Officer
Services Australia - Smart Centres
05.2023 - 08.2023
- 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of payment knowledge to effectively assist customers with accurate information.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Contributed to the achievement of Smart Centre/Service Centre targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and Agency interests.
Team Leader (Higher Duties)
Services Australia
05.2023 - 05.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowering team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managing conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintaining an inclusive and diverse team culture, promoting respect and understanding among all members in line with the APS Values and Code of Conduct.
- Ensure development of capability of team members through regular coaching and team meetings.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Service Officer (Temporary Transfer)
Services Australia - People Advisory Centre
10.2022 - 02.2023
- 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of payment knowledge to effectively assist customers with accurate information.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Contributed to the achievement of Smart Centre/Service Centre targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and Agency interests.
Team Leader
Services Australia - Medicare
01.2022 - 08.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowering team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managing conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintaining an inclusive and diverse team culture, promoting respect and understanding among all members in line with the APS Values and Code of Conduct.
- Ensure development of capability of team members through regular coaching and team meetings.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Team Coach
Services Australia - Smart Centres
09.2021 - 01.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowering team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managing conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintaining an inclusive and diverse team culture, promoting respect and understanding among all members in line with the APS Values and Code of Conduct.
- Ensure development of capability of team members through regular coaching and team meetings.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Learning Facilitator (Covid Response)
Services Australia - Smart Centres
03.2020 - 09.2021
- Facilitated Training for Job seeker Youth Allowance, Low income health card card claims along with Employment services inbound telephony.
- Facilitated dialogue between participants, family, and program workers to provide best possible program and individualized program.
- Identified areas in need of improvement and implemented solutions.
- Offered personalized guidance during office hours or one-on-one consultations, helping learners overcome specific challenges or deepen their understanding of course material.
- Maintained accurate records of staff performance, attendance, and behaviour to inform ongoing learning needs for Team Leaders.
- Collaborated closely with colleagues to share best practices, resources, and insights into effective teaching techniques.
- Enhanced learner engagement by incorporating interactive activities and real-world examples into facilitation.
- Promoted a positive classroom culture rooted in mutual respect, open communication, and active participation from all students.
- Delivered tailored instruction to diverse groups of learners, ensuring individualized attention and personal growth.
Customer Service Officer
Services Australia - Smart Centres
04.2018 - 03.2020
- 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of payment knowledge to effectively assist customers with accurate information.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Contributed to the achievement of Smart Centre/Service Centre targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and Agency interests.
Education
Diploma of Pastoral Leadership - Youth Work / Event Management
Hillsong College
Sydney, NSW12-2007
Certificate IV - Business Administration
TAFE QLD
QLD08-2002
Skills
- Problem-solving
- Attention to detail
- Team supervision
- People management
- Staff training
- Coaching and mentoring
- Documentation and reporting
- Performance improvement
- Analytical thinking
- Quality improvement
- Conflict resolution
- Client service
Timeline
Program Support Manager (Temporary Backfill)
Services Australia - Smart Centres
12.2024 - 01.2025
Team Leader (Higher Duties)
Services Australia - Smart Centres
02.2024 - Current
Learning Facilitator (Higher Duties)
Services Australia - Smart Centres
11.2023 - 02.2024
Customer Service Officer (Temporary Transfer)
Services Australia - Face to Face
09.2023 - 11.2023
Customer Service Officer
Services Australia - Smart Centres
05.2023 - 08.2023
Team Leader (Higher Duties)
Services Australia
05.2023 - 05.2023
Customer Service Officer (Temporary Transfer)
Services Australia - People Advisory Centre
10.2022 - 02.2023
Customer Service Officer
Services Australia Smart Centres
08.2022 - 09.2023
Team Leader
Services Australia - Medicare
01.2022 - 08.2022
Team Coach
Services Australia - Smart Centres
09.2021 - 01.2022
Learning Facilitator (Covid Response)
Services Australia - Smart Centres
03.2020 - 09.2021
Customer Service Officer
Services Australia - Smart Centres
04.2018 - 03.2020
Diploma of Pastoral Leadership - Youth Work / Event Management
Hillsong College
Certificate IV - Business Administration
TAFE QLD
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