Kellie Jarvis
Traralgon,VIC
Summary
Proactive Program Officer and Customer Service Specialist with extensive experience in training facilitation, technical support. Demonstrated success in achieving high-quality customer outcomes and operational efficiency. Skilled in data analysis, policy review, process improvement, and effective communication to drive team productivity and customer satisfaction.
Overview
23
23
years of professional experience
Work History
Program Officer
Service Australia
03.2024 - Current
- Analyze and identify performance trends and areas of improvement for Service Delivery Partners
- Responsible for ensuring Monthly validations are completed and issued to Service Delivery Partners on time to ensure invoicing can occur on time
- Quality Call listening
- QOL Check the Checker
- QOL and QMA disputes
- QSS Reporting
- Proficiency updates
- SDP call review and analysis
- Data deep dives and analysis
- Facilitate technical meetings with SDP Quality team
- Completion of technical escalations
- Engage with internal and external stakeholders
- Manage and support customer incident escalations and follow up actions
- Training new members to the SDP operation support team in the program officer role
- Ensure QOL and QMA accreditation are completed and up to date
- Ensure QCF accreditations and calibrations are completed and up to date
Program Support Manager
Services Australia
11.2024 - 09.2025
- Facilitated program implementation, ensuring alignment with organizational goals and stakeholder expectations.
- Established clear goals for team members, enabling them to prioritize tasks effectively and drive results consistently.
- Developed training materials and conducted workshops to improve staff competency and performance.
- Managed project timelines and deliverables, tracking progress against milestones for effective oversight.
- Manage performance of both Service Delivery Partners
- Manage and report on Privacy and Conduct incidents
- Implement tracker to ensure timely outcomes for privacy incidents
- Oversee Onboarding processes for Service Delivery Partners
- Manage training for Service Delivery Partners
- Identified discrepancy in service offer between partners and secured funding for refresher training
- Created and facilitated Complaint Calibration exercise for SDP Operations staff
- Created and implemented manual Quality Call listening evaluation validation process
- Create and maintain Task Cards
- Review and issue daily intraday service level report
- Responsible for QCF accreditations and calibrations are completed and up to date
- Manage and support customer incident escalations and follow up actions
- Creation of SDP operational Insights to provide to Director each month
- Engage with external and internal stakeholders and Liaise with our SDP partners
- Review staff and customer feedback and manage any finding up to the necessary stakeholder and manager.
- Line manager staff, ensuring they are learning and growing in their positions. Offer insights to their role and area improvements to focus on.
- Helped develop team culture to foster a safe and supportive working environment
- Lead PSM on a Proof of Concept Trail for After Call Work Trial with Service Delivery Partners. This includes liaising with business owners of trial, Service Delivery Partners, Procurement, and Operation's team to ensure full participation, surveys completed and encouraging feedback.
Customer Service Officer
Services Australia
02.2003 - 03.2024
- Demonstrated a track record of consistently achieving quality targets.
- Consistently achieved customer service benchmarks
- Achieved high-quality results for customers.
- Processing student claims
- QOL and QMA
- Local Peer Support - assisting peers to achieve quality customer outcomes
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed appeal work, making decisions and corrections to achieve customer outcomes
Training Facilitator
Services Australia
12.2023 - 01.2024
- Co facilitator for Low Income Card (LIC) processing
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Incorporated examples into course materials to provide employees with their understanding and learning
- Floor walked and assisted staff during consolidation providing technical help and assisting to learn to navigate systems, learn processes and build knowledge
- Applying my general knowledge and utilise resources to train staff in a payment line I am not trained in.
- Training group leading division after 2 weeks of consolidation
Training Facilitator
Services Australia
06.2023 - 10.2023
- Co facilitator for uplift to Student processing
- Documented class attendance and participation and provided feedback to management.
- Identified areas in need of improvement and implemented solutions.
- Incorporated examples into course materials to provide employees with their understanding and learning
- Floor walked and assisted staff during consolidation providing technical help and assisting to learn to navigate systems, learn processes and build knowledge
Program Officer
Services Australia
09.2021 - 06.2023
- *Analyze and identify performance trends and areas of improvement for Service Delivery Partners
- * Validate performance for Service Delivery Partner
- *Technical Escalations
- *Lead QA / SSO meetings with providers
- *Quality Call listening
Skills
- Training and Facilitation
- Technical knowledge
- Data Analysis
- Data review
- Policy analysis
- Technical Support
- Effective Communication
- Process Improvement
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
Accomplishments
Latrobe Smart Centre Customer Excellence Award 2020
Significant achievement award winner for business excellence in outstanding service delivery as an operations team 2025
Timeline
Program Support Manager
Services Australia
11.2024 - 09.2025
Program Officer
Service Australia
03.2024 - Current
Training Facilitator
Services Australia
12.2023 - 01.2024
Training Facilitator
Services Australia
06.2023 - 10.2023
Program Officer
Services Australia
09.2021 - 06.2023
Customer Service Officer
Services Australia
02.2003 - 03.2024
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