Mallory Fish
Customer Experience And Operations Officer
Parkville,VIC
Summary
Motivated and detail-oriented professional with a strong track record, known for delivering exceptional customer service and identifying opportunities to streamline and modernize business processes. Skilled in building positive client relationships, resolving complex issues, and improving operational workflows.
Recognized for mentoring junior staff, contributing to high-performing teams, and driving strategic improvements that boost efficiency and service delivery. Brings foundational project management knowledge and is proficient in key business tools and systems. Highly organized, adaptable, and committed to fostering collaboration and continuous improvement.
Overview
11
11
years of professional experience
Work History
Transfers and Fleet Management Officer
VicRoads
07.2022 - Current
- Operated within a highly regulated government environment, ensuring strict adherence to legislation, policies, and compliance requirements across all fleet and transfer transactions.
- Collaborated with cross-functional teams, including Registration Services and Payments, to ensure seamless coordination and uphold compliance with complex regulatory standards.
- Mentored junior staff and provided subject matter expertise in navigating regulatory frameworks, contributing to team capability and confidence in handling sensitive transactions.
- Streamlined internal workflows and communication channels to improve efficiency and ensure all processes met evolving legislative and policy requirements.
- Identified inefficiencies in outdated procedures and led the implementation of process improvements that enhanced compliance, reduced errors, and improved client outcomes.
- Built and maintained strong, professional relationships with business and government clients, using clear communication and expert issue resolution in a compliance-driven setting.
- Effectively managed high-pressure scenarios involving sensitive or escalated matters, resolving disputes while maintaining professionalism and regulatory integrity.
- Contributed to operational planning and improvement initiatives, applying insights from front-line service delivery in a regulated context to inform process refinements.
- Produced high-quality written communications, including policy-compliant emails and updated work instructions, tailored to internal and external stakeholders.
- Excelled in a high-volume, fast-paced environment, maintaining meticulous attention to detail and data accuracy while navigating complex systems and legislative requirements.
Manager
DoAbility
02.2022 - 04.2022
- Stepped into a short-term management role at a specialist mobility aid supplier.
- Oversaw day-to-day operations, inventory coordination, and customer service delivery.
- Assisted clients with tailored solutions in line with NDIS requirements.
Croupier
Crown Resorts
03.2014 - 03.2022
- Operated in a highly regulated environment, upholding strict compliance with state gaming legislation, licensing requirements, and internal control measures.
- Maintained integrity and procedural accuracy while handling high-stakes transactions involving up to $5 million in gaming chips and large volumes of cash.
- Applied anti-money laundering (AML) protocols and regulatory knowledge to identify and report suspicious behaviour, ensuring alignment with compliance obligations.
- Mentored and coached new staff as a Dealer Coach, fostering skill development, operational confidence, and adherence to professional standards.
- Demonstrated strong conflict resolution skills, managing customer disputes with professionalism, diplomacy, and fairness in high-pressure environments.
- Monitored and assessed gaming activities in real time, proactively identifying potential risks or irregularities and escalating concerns to the appropriate channels.
- Adapted to fast-paced, high-pressure scenarios while maintaining accuracy, focus, and exemplary customer service to a diverse client base.
- Collaborated with team members to support seamless table operations, stepping in during peak periods or staff shortages to ensure service continuity.
- Selected by peers as a union delegate and Health & Safety Representative, advocating for staff wellbeing and workplace improvements in a high-demand setting.
Family Liaison Officer
Estia Health Aged Care
08.2020 - 02.2022
- Appointed to a newly created position during the COVID-19 pandemic to bridge communication between aged care residents and their families during lockdowns and visitation restrictions.
- Facilitated empathetic, transparent communication by coordinating regular updates, video calls, and wellness check-ins to reduce anxiety and maintain emotional connection between residents and loved ones.
- Provided a calm, compassionate presence during a time of heightened distress, helping families navigate evolving health directives and emotionally challenging circumstances.
- Maintained accurate resident records and correspondence logs, supported the front office with administrative duties, and ensured documentation met privacy and compliance standards.
- Adhered to strict infection prevention and control protocols, including PPE usage and screening procedures, to protect the health and safety of residents, staff, and visitors.
- Collaborated with nursing, care, and leadership teams to ensure a coordinated approach to resident wellbeing and family engagement throughout the pandemic.
- Adapted quickly to changing guidelines and policies, demonstrating flexibility and resilience in a constantly evolving health and regulatory environment.
Education
Tertiary Preparation Program -
La Trobe University
Melbourne, VIC 04.2001 -
High School Diploma -
Stonington High School
Stonington, Connecticut, USA 04.2001 -
Skills
Team collaboration
Timeline
Transfers and Fleet Management Officer
VicRoads
07.2022 - Current
Manager
DoAbility
02.2022 - 04.2022
Family Liaison Officer
Estia Health Aged Care
08.2020 - 02.2022
Croupier
Crown Resorts
03.2014 - 03.2022
Tertiary Preparation Program -
La Trobe University
04.2001 -
High School Diploma -
Stonington High School
04.2001 -
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