Maddison Gray

• Collaboration with external stakeholders.
• Establishing team priorities, maintaining schedules and monitoring performance.
• Overseeing the recruitment, hiring, and onboarding process for newly onboarded staff to maintain a high performing team.
• Building strong rapport with external stakeholders to ensure affective communication is met.
• Reporting on statistical data to Director of the section.
• Leading Team Leaders and staff reporting to them.
• Streamlining processes following amendments to legislation.
• Creating a positive and welcoming work environment for staff.
• Conducting regular check-ins with staff to check in on their wellbeing.
• Providing consistent updating and messaging on relevant matters to my team.
• Providing support for ongoing develop and career opportunities to staff.

My current role as a Team Leader within the Service Delivery Branch is crucial to delivering outcomes to vulnerable Australians who have experienced abuse. I lead a high paced team in a complex environment and flexibly adapt to change whilst coordinating my team accordingly.

• Leading and coordinating a large team in a complex, high risk environment;
• Allocating and assigning tasks to team members according to level of priority;
• Regular effective communication with external stakeholders;
• Liaising new innovative ideas with external stakeholders to create a smoother process between teams;
• Guiding and assisting team members with completion of assigned duties to ensure an accurate outcome;
• Conducting training and mentoring team members to promote productivity, accuracy and commitment to service delivery;
• Establishing open and strong relationships with team members to create a strong workplace culture;

My role as a Redress Officer in the Prepare and Advise Offer space within the Service Delivery Branch focused purely on the end stage of a survivors application. My role required me to read, review and action content within an application that can be triggering. Understanding how to handle this content was crucial to my role. My role assisted Australians that have been impacted by abuse, my role as a Redress Officer included, but was not limited to:

• Working on end to end processes of applications;
• Priortising accuracy and efficiency;
• Drafting outcome letters and preparing offers to be delivered to applicants;
• Proof reading outcome letters and acceptance documents;
• Quality assuring colleagues outcome letters to be forwarded to an Independent Decision Maker for final approval;
• Printing and bundling final outcomes to be delivered to applicants;
• Building strong working relationships with external stakeholders;
• Meeting deadlines;
• Ability to adjust to change promptly;
• Communicating with external stakeholders;
• Following Legislation and Policy Advice;
• Developing and maintaining courteous and effective working relationships with colleagues.

My role as a face to face Customer Service Officer for Services Australia required a high level of customer interaction, I worked with an extremely diverse range of customers. I was required to learn how to recognise customer aggression and the safest way to control it. My career with Services Australia was crucial to assisting vulnerable Australians. My tasks included, but were not limited to:

• Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments;
• Coordinated solutions for mass volume of customers daily;
• Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions;
• Serving vulnerable customers with complex enquiries;
• Encouraging customers to make digital enquires and assisting them with learning how to use online services;
• Directing vulnerable customers to community services when needed;
• Referring customers onto third party organisations such as job providers;
• Referring customers in need to social workers;
• Assisting customers in making online claims, and providing paper claims to those who are unable to use digital services;
• Advising customers of their next steps when preparing for claims.

During my time working at Mills Oakley I was an assistant and administration assistant, I completed a large volume of tasks which assisted the legal teams, partners and solicitors of the firm. The work I conducted at Mills Oakley helped deliver a professional service to clients of the firm, this included but is not limited to:

• Booking and preparing meetings;
• Assisting internal staff with administrative needs to maximize efficiency and team productivity;
• Setting up and organizing catering for functions and seminars;
• Printing and preparing documents to be sent to other firms;
• Delivering documents and files to other firms
• Banking cheque's addressed to the firm;
• Filing documents at the supreme and magistrates courts.
• Opening new files using an online program called Affinity;
• Placing client documents into safe custody (eg wills, EPA’s, bank guarantee, family trust funds);
• Releasing client documents from safe custody upon request;
• Scanning large volume documents for staff and solicitors;
• Opening and sorting mail, delivering mail to staff;
• Answering state and national calls;
• Booking local and national couriers;
• Routing incoming mail and messages to relevant personnel without delay;
• Assisting clients with questions and addressing, resolving or escalating issues to management to satisfy customers;
• Keeping reception area clean and neat to give visitors positive first impression.

• Raising performance in areas of sales, management and operations by identifying and targeting areas in need of improvement;
• Training and mentoring new employee's upon commencing with the company;
• Cross-training existing employees to maximise team agility and performance;
• Applying customer feedback to develop improvement and support long-term business needs;

• Conducted frequent inspections and basic maintenance on equipment to keep every machine in proper working order for expected student needs;
• Recording and maintaining children's achievements and development;
• Interacting with children of all ages ranging from 4-12;
• Planning extra curricular activities;
• Assisting students of all ability levels with life-long learning skills and habits.