Leonie Treston
Pialba,QLD
Summary
Experienced Program Officer with expertise in progress evaluation and strategic implementation. Decisive and forward-thinking leader with a talent for resourceful problem-solving. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Program Officer
Services Australia – Centrelink
08.2022 - Current
- Mentoring and providing on the job support and promoting a positive work environment for my team and stakeholders
- Implementing updates to resources, supporting service delivery staff to provide helpful proactive and personalised services to our customers
- Developing and maintaining relationships with internal and external stakeholders to ensure effective design and delivery of the Farm Household Allowance Program (FHA) including the FHA project
- Providing written responses to corporate documentation including ministerial correspondence, developing training packages to support service delivery staff, drafting urgent procedural changes to meet rapidly changing business needs
- Reviewing and providing feedback on policy changes, business design and contributing to business improvement strategies
- Providing support to staff through periods of uncertainty and change
- Using agency endorsed processes, I provide procedural guidance and lead teams through changes in process improvements
- Managing competing priorities to ensure business requirements are met, including liaising with various internal and external stakeholders.
Senior Program Officer
Services Australia – Centrelink
04.2024 - 07.2024
- Mentoring and providing on the job support and promoting a positive work environment for my team and stakeholders
- Implementing updates to resources, supporting staff to provide helpful proactive and personalised services to our customers
- Developing and maintaining relationships with internal and external stakeholders to ensure effective design and delivery of the Farm Household Allowance Program (FHA) including the FHA project
- Providing written responses to corporate documentation including ministerial correspondence
- Developing training packages to support service delivery staff
- Drafting urgent procedural changes to meet rapidly changing business needs
- Reviewing and providing feedback on policy changes, business design and contributing to business improvement strategies
- Providing support to staff that I supervise through periods of uncertainty and change
- Using agency endorsed processes, providing procedural guidance and lead teams through changes in process improvements
- Managing team workload and competing priorities to ensure business requirements are met, including liaising with various internal and external stakeholders.
FHA Service Support Officer
Services Australia – Centrelink
01.2022 - 08.2022
- Providing advice, training and support to service delivery staff and team leaders
- Assisting team leaders in managing performance and developing training plans and one on one tailored support
- Collaborating with internal stakeholders to developing training plans and providing constructive feedback
- Interpretation and analysis of information and data to provide staff performance reports to team leaders
- Improving resources by providing feedback to resource management to make processes transparent and improve best practice
- Developing relationships with internal and external stakeholders to support quality of service and payments to customers
- Preparing reports to assist with management of workload
- Monitoring quality checking workload and moving staff to ensure prompt resolution of technical queries and quality checks
- Managing priorities to ensure that urgent escalations are completed in a timely manner
- In a fast-paced evolving role this enabled me to be helpful to staff and respectful of customer’s time and situations
Program Support Manager
Services Australia – Centrelink
04.2022 - 05.2022
- Working with stakeholders to ensure that the correct work is allocated to appropriately trained service delivery officers
- Developing staff capabilities to ensure that the service provided to internal and external stakeholders meets business needs
- Implementing changes when required and providing the correct support to ensure these changes are successful
- Liaise between internal and external stakeholders to ensure the effective delivery of payments and services to our customers
- Facilitate program leadership meetings to provide support and direction to team leaders and assist in their understanding of work practices to improve productivity within the FHA program across the network
- Facilitate quality meetings with service delivery quality officers to ensure that correct and consistent processes are being used and productive feedback is provided to staff to improve successful customer outcomes
- Preparing monthly processing reports for external stakeholders
- Completing technical support staff roster to ensure that service delivery officers are supported.
Service Officer
Services Australia - Centrelink
03.2003 - 01.2022
- I worked in the Rural queue which covered all payment streams, engaging with customers from remote areas of Queensland and South Australia, and assisting Centrelink Agents in regional and remote areas
- This involved urgent payments to attend funerals of family members
- I also have experience with the multilingual line and the use of on demand interpreters
- Providing support, mentoring and training to colleagues within my team and the program
- I contributed ideas in team meetings to help improve team performance
- Sharing updated resources and processes with colleagues
- Interpreting policy and guidelines to make appropriate decisions based on customer individual circumstances
- Assisting colleagues to cope with constant change
- Encouraging colleagues to escalate technical issues to be fixed
- Constantly monitoring workload to ensure that urgent or critical work is completed in a timely manner
- The workload is monitored to ensure that the customer experience is in line with the agency principles
Education
High School Diploma -
Mount Erin Highschool
Wagga Wagga, NSW11.1984
Skills
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Written Communication
- Analytical Skills
- Audit reporting
Education
Certificate/Diploma, Certificate IV - Telecommunciations
Timeline
Senior Program Officer
Services Australia – Centrelink
04.2024 - 07.2024
Program Officer
Services Australia – Centrelink
08.2022 - Current
Program Support Manager
Services Australia – Centrelink
04.2022 - 05.2022
FHA Service Support Officer
Services Australia – Centrelink
01.2022 - 08.2022
Service Officer
Services Australia - Centrelink
03.2003 - 01.2022
High School Diploma -
Mount Erin Highschool
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