Lynda Power

With extensive experience leading, managing and providing customer-focused services throughout remote and regional areas, I am competent in the steering, training and coordination of teams to deliver exceptional service through communication of clear expectations. Eager to drive development within myself and the provision of support to teams and agencies across all service channels, I am excited be considered for the position of Manager Customer Service Centres (Tablelands).

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

• Management of diverse projects requiring significant changes to operations including co-ordination and project management transitioning multiple regional and remote Queensland Government Agency Program (QGAP) offices into full TMR service providers. Skills applied to this role include:
• Collaboration with internal and external stakeholders to drive community initiatives to meet local needs within organisational policies and procedures
• Managed the implementation of systems to support remote team members to provide customer service tailored to the needs of their local communities
• Co-ordination of travel, relief staff, training and mentoring for QGAP staff
• Project management of building works and hardware installation at remote QGAP offices
• Management of signage replacement and installation across all sites
• Change management in support of transitioning and non-transitioning staff
• Relocation of the Charters Towers Customer Service Centre from courthouse building to its current location on budget and with nil disruption to service delivery.
• Application of advanced knowledge of legislative and industrial relations requirements regarding compliant human resource management across all functions including recruitment, training, positive performance and injury management, staff conversions through various directives, and the improvement of workforce capacity and efficiency
• Promotion of, and adherence to, all relevant human resource management legislation including anti-discrimination, employment equity and Work Health and Safety
• Preparation of reports and recommendations to management regarding operational, financial, workforce, administrative and quality standard issues
• Provision of training and support to team members to empower them to respond quickly and appropriately to customer enquiries through comprehensive knowledge of products and services in combination with adaptable communication skills
• Resolution of customer and team conflicts through the application of active listening skills, capacity to recognise the views of all involved and the development of solutions to promote satisfaction within organisational guidelines
• Implementation of resolutions to address operational challenges and changes required due to the COVID-19 pandemic including:
• Facilitating and coordinating meetings, workshops, training and development activities
• Continually reviewing current training packages and other key documents
• Assisting the Workforce Planning Team during high demand periods throughout the pandemic
• Supporting cluster managers and the Principal Advisor Driver Assessment to prepare for the re-commencement of practical driving tests, resulting in the smooth return to testing services across the Northern Region
• Developing, delivering and collating surveys to gauge staff perceptions of COVID specific safety and staff wellbeing measures, and reported potential and perceived Work Health and Safety risks
• Consistently consulting with management and Work Health and Safety teams to ensure best practice across the region for the protection of team members and customers

• Justice of the Peace (Qualified)
• Northern Region Development Program (Leadership Program)
• Contact Centre Training
• Ethical Awareness Training
• Human Rights Act 2019
• Train the Trainer 2020
• Dare To Lead Program 2023

• Status: Australian Citizen
• Licence: Open C (Car) Class

• Extensively experienced in the implementation of systems to support both local and remote team members to provide customer service tailored to the needs of their local communities
• Skilled in the delivery of training and mentoring to build individual and team capacity to provide exceptional service over the telephone, face-to-face, online and via email
• Proven ability to create and promote organisational cultures focused on customers and quality outcomes
• Experience working with internal and external stakeholders to drive community initiatives to meet local needs within organisational policies and procedures
• Culturally sensitive and aware with extensive experience working with clients and team members from all cultures, backgrounds, identities and circumstances including Aboriginal and Torres Strait Islander peoples
• Excellent organisational and time management skills, able to juggle multiple responsibilities and work under high pressure, both independently and within a collaborative team, to meet demanding and changing deadlines
• Exceptional communication, relationship building and negotiating skills, with the ability to build respectful relationships with clients, allied service partners, suppliers and colleagues on all levels
• Capacity to complete all operational documentation with accuracy and due diligence to maintain compliance within highly regulated operations

Catherine Masterson

A/Manager Client Service Delivery (Northern)

Customer Services, Open Data and Small and Family Business

Note: Current Supervisor

M: 0499 785 136 | E: Catherine.F.Masterson@tmr.qld.gov.au

Tanya Acheson

Director Northern

Customer Services, Open Data and Small and Family Business

Note: Former Supervisor

M: 0476 837 154 | E: Tanya.C.Acheson@tmr.qld.gov.au