Summary
Overview
Work History
Education
Skills
Certification
OTHER EXPERIENCE
Timeline
Generic

Margaret Walsh

Summary

Skilled call centre professional with expertise in governance, compliance, team leadership, and stakeholder engagement. Proficient in interpreting complex policies and regulations, problem-solving under pressure, researching across multiple systems, and synthesizing information. Demonstrated ability to navigate regulatory frameworks, including government compliance and workplace policies. Strong communication, empathy, and resilience for delivering customer-focused solutions with professionalism and integrity.

Overview

8
8
years of professional experience
1
1
Certification

Work History

ITSM Support Officer (IT02)

ACT Health - IT Service Management Digital Solutions Division
01.2022 - Current
  • Provided customer support via phone and email, simplifying complex technical and governance processes for stakeholders.
  • Assisted with incident and change management, ensuring seamless system transitions and minimal disruptions.
  • Streamlined ACT Health’s Configuration Management Database (CMDB) to align with whole-of-government standards.
  • Researched and synthesised information across multiple systems to ensure governance compliance.
  • Guided stakeholders through regulatory protocols and identified alternative solutions when direct requests couldn’t be fulfilled.
  • Managed governance board documentation, including agenda preparation and minute-taking.
  • Developed and delivered training programs to assist stakeholders in understanding governance and system transition processes.
  • Translated complex technical procedures into clear, step-by-step guidance for staff and senior executives.
  • Advised stakeholders on ITSM processes, ensuring smooth implementation of system changes.
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.

Call Centre Team Leader (IT02)

ACT Health Digital Solutions Support
01.2020 - 01.2022


  • Managed ticketing queues and prioritised customer enquiries across multiple channels.
  • Oversaw incident management, ensuring swift resolution of technical issues.
  • Developed processes to improve performance and achieve KPIs.
  • Delivered training to simplify procedures and strengthen compliance understanding.
  • Analysed service metrics to drive continuous improvement.
  • Ensured adherence to governance standards and regulatory requirements.
  • Provided stakeholder support, guiding customers through complex enquiries.
  • Navigated multiple systems to review, analyse, and record customer data.
  • Engaged in coaching to refine problem-solving and service strategies.
  • Operated in a fast-paced contact centre environment, meeting team and individual targets.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Roster management

Call Centre IT Support Analyst (ASO 5)

ACT Health Digital Solutions Support
01.2020 - 01.2020
  • Provided technical support via phone and email, ensuring high-quality customer service.
  • Diagnosed and resolved IT issues efficiently while maintaining clear communication.
  • Analysed complex technical problems, translating solutions into simple terms for customers.
  • Managed ticketing systems, prioritising and escalating issues as needed.
  • Troubleshot access issues and facilitated secure system access for users.
  • When unsure, sought guidance from management and senior team members to ensure accurate issue resolution.
  • Delivered training to improve technical proficiency and compliance understanding.
  • Interpreted policies and procedures to assist stakeholders with governance enquiries.
  • Navigated multiple systems simultaneously to review, analyse, and document customer data.
  • Engaged in coaching to refine troubleshooting techniques and customer service skills.
  • Operated in a high-pressure contact centre environment, meeting performance expectations.

Call Centre Compliance Officer

Department of Human Services Australia - Centrelink
06.2017 - 07.2018
  • Provided high-quality customer service, assisting individuals with compliance-related enquiries.
  • Interpreted and applied complex legislation and policies to ensure accurate guidance.
  • Investigated and resolved compliance issues, ensuring adherence to government regulations.
  • Explained legislative frameworks in simple terms to help customers understand their obligations.
  • Identified appropriate pathways for customers requiring further support.
  • Maintained professional communication, demonstrating empathy and resilience in challenging interactions.
  • Engaged in coaching and guidance from senior advisers to refine compliance strategies.
  • Managed case files and recorded customer data accurately within internal systems.
  • Operated in a fast-paced environment, meeting performance expectations while ensuring compliance integrity.
  • Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
  • Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
  • Reduced the risk of financial penalties by conducting thorough internal audits on a regular basis.
  • Demonstrated adaptability in response to evolving industry standards, maintaining best practices in a dynamic regulatory environment.
  • Spearheaded investigations into potential violations, promptly addressing issues to maintain company reputation and avoid sanctions.

Education

RSA - WA, ACT, NT, QLD & TAS, RSA - NSW & VIC

Online RSA
01.2025

First Aid & CPR

Australia Wide First Aid
01.2025

Tertiary Mathematics, Tertiary English

Canberra Institute of Technology
01.2019

UCAN Reach ATAR

University Canberra Collage
01.2011

Secondary School -

Trinity Catholic College
01.2007

Skills

  • Regulatory & Policy Interpretation – Quickly learn and apply workplace regulations and compliance frameworks
  • Problem-Solving & Decision-Making – Assess complex issues and deliver informed, customer-focused solutions
  • Customer Service & Stakeholder Engagement – Provide clear, professional guidance with empathy and resilience
  • Research & Information Analysis – Independently navigate systems, cross-reference data, and synthesize insights
  • Communication & Conflict Resolution – Explain policies in simple terms and manage difficult conversations effectively
  • Technical Proficiency – Skilled in Microsoft Office Suite, SharePoint, and government compliance and healthcare systems

Certification

NV1 Security Clearance

ITIIL Certified - Peoplecert

Minute Taking - ACT Government

OTHER EXPERIENCE

  • 2007 - 2009 Receptionist - First National Real Estate
  • 2018 - 2020 Booking & Scheduling Officer - Canberra Health Services
  • 2022 - SOG Credentialled Trainer ACT Health Digital Health Record

Timeline

ITSM Support Officer (IT02)

ACT Health - IT Service Management Digital Solutions Division
01.2022 - Current

Call Centre Team Leader (IT02)

ACT Health Digital Solutions Support
01.2020 - 01.2022

Call Centre IT Support Analyst (ASO 5)

ACT Health Digital Solutions Support
01.2020 - 01.2020

Call Centre Compliance Officer

Department of Human Services Australia - Centrelink
06.2017 - 07.2018

First Aid & CPR

Australia Wide First Aid

Tertiary Mathematics, Tertiary English

Canberra Institute of Technology

UCAN Reach ATAR

University Canberra Collage

RSA - WA, ACT, NT, QLD & TAS, RSA - NSW & VIC

Online RSA

Secondary School -

Trinity Catholic College

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Margaret Walsh