Summary
Overview
Work History
Education
Skills
Coreskillsandattributes
References
Timeline
Generic

Maxine Teau

Burpengary East,QLD

Summary

Motivated and ambitious individual with a proven track record of providing timely and accurate advice, guidance, support, and coaching to team members. Excellent management skills, able to work with minimal supervision. Genuine investment in the success of the team, business unit, and organization as a whole evident through leading by example. Passionate about customer service and community engagement, constantly striving for innovation by generating process improvement ideas to enhance the customer experience. Seeking a position to effectively utilize talent and skills, eager to succeed in a challenging environment while contributing to company growth and advancement.

Overview

22
22
years of professional experience

Work History

Correctional Officer

Serco Group
01.2020 - Current
  • Ensure all security related incidents/events are recorded, fulfil custodial responsibilities, and provide a safe, secure, and humane environment for offenders.
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
  • Searched cells of inmates to identify and confiscate contraband and other prohibited items.
  • Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
  • Escorted inmates to and from cells, court, hospitals, and medical appointments.
  • Conducted routine and emergency head counts.
  • Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
  • Prepared, processed and maintained forms, reports, logs, records, and activity journals.
  • Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
  • Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
  • Tracked inmates through head counts, visitor logs, and scheduled activities.
  • Maintained accurate records of inmate incidents or infractions using electronic databases or written logs as required.
  • Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
  • Implemented effective emergency response plans during crises situations, minimizing harm to staff and inmates.
  • Enhanced facility security by conducting regular inspections and addressing potential risks.
  • Contributed to a positive work culture among colleagues by utilizing effective communication skills both verbally and in writing.
  • Conducted efficient inmate transfers, adhering to strict security protocols while maintaining order and control throughout the process.
  • Observed behavior of residents individually and in groups.
  • Assisted medical staff in distributing medications to inmates efficiently while securely handling sensitive materials.
  • Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
  • Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility.
  • Assisted in development of procedures and policies to maintain peace and order in facility.
  • Participated in ongoing professional development courses focused on understanding gang dynamics within prison settings to better identify and manage potential threats.
  • Interviewed inmates to obtain information and assess needs.
  • Facilitated rehabilitation programs for inmates, promoting positive behavioral changes and reducing recidivism rates.
  • Enforced rules and regulations to maintain order among inmates.
  • Received and inspected mail, property and funds from visitors on behalf of designated inmates.
  • Built solid relationships with staff and residents to keep institution safe and secure.

Aviation Security Officer

Civil Aviation Authority
04.2018 - Current
  • Ensuring Health and Safety precautions are carried out effectively, preventing breaches of Aviation security, and providing immediate response to any call for assistance from the pilot or crew of any aircraft.
  • Detected potential threats by utilizing advanced technology such as X-ray machines and explosive trace detectors.
  • Supported smooth airport operations by diligently managing passenger flow during peak hours and periods of high traffic volume.
  • Reduced risk of security breaches by maintaining a high level of vigilance and awareness in monitoring surveillance systems.
  • Enhanced airport security by conducting thorough screenings and inspections of passengers, baggage, and cargo.
  • Assisted in the prevention of unauthorized access to restricted areas through effective implementation of access control procedures.
  • Conducted random patrols around airport premises, identifying suspicious activities and reporting them promptly to supervisors for further action.
  • Improved overall airport safety by promptly addressing any security-related concerns raised by staff or passengers.
  • Maintained accurate records of daily activities, incidents, and noteworthy observations for submission to management for review.
  • Demonstrated excellent decision-making abilities when faced with potentially dangerous situations, determining the most appropriate course of action to ensure safety.
  • Utilized strong communication skills when interacting with travelers from diverse cultural backgrounds, facilitating a smooth screening process.
  • Collaborated with law enforcement agencies to respond swiftly to emergencies, ensuring the safety of all passengers and personnel.
  • Assisted in coordinating evacuation efforts during emergency situations, ensuring the safe exit of all individuals from affected areas.
  • Completed comprehensive training programs on aviation security regulations, principles, and best practices, increasing proficiency in job responsibilities.
  • Provided exceptional customer service while enforcing strict adherence to aviation security protocols, earning positive feedback from both passengers and colleagues.
  • Participated in regular emergency response drills to remain prepared for potential incidents like bomb threats or hijackings.
  • Prevented unauthorized items from entering secure areas by performing meticulous hand searches on selected luggage pieces when necessary.
  • Contributed to the development of new security measures through active participation in team meetings and brainstorming sessions.
  • Developed and maintained positive rapport with passengers and other airport personnel.
  • Performed pat-downs to look for unauthorized materials and weapons.
  • Used explosive detection machines and chemical swab systems to identify potential hazards.
  • Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
  • Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
  • Discretely observed behaviour and demeanor of travellers and staff to screen for suspicious actions.
  • Screened over 1000+ passengers per day by verifying ID's and boarding passes.
  • Attended daily briefings with supervisors to discuss issues with security screening processes.
  • Monitored security checkpoints for compliance with applicable security protocols.
  • Completed extensive training in emergency response protocols related to fire safety and hazardous material handling
  • Conducted regular patrols of key areas to spot and control security concerns.
  • Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
  • Operated X-ray screening machines and tools to screen people, containers, and personal belongings for potential hazards and weapons.
  • Directed passengers navigating screening process, providing additional support to individuals exhibiting difficulties.
  • Manually screened passengers unable to pass through metal detectors or who triggered alarms.
  • Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
  • Adhered to strict screening techniques and procedures while conducting human screenings.
  • Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items.
  • Identified and challenged potentially unauthorized individuals for screening and detention in order to prevent access to restricted areas.

Fibre Install Manager

Vodafone NZ LIMITED
02.2017 - 04.2018
  • Managing Enterprise Clients Fibre install projects, liaising with third party providers, and compiling reports for the team.
  • Met with customers onsite to develop installation strategy and coordinated with staff to facilitate access to product locations.
  • Developed and maintained strong relationships with key industry partners, fostering cooperation on large-scale projects.
  • Improved client relationships with proactive follow-up on completed projects, ensuring satisfaction with the final result.
  • Collaborated with sales teams to provide detailed information on product specifications, ensuring accurate quotes for clients.
  • Mentored junior team members in proper installation techniques, enhancing overall team performance.
  • Increased customer satisfaction by providing timely and efficient installations of various systems.
  • Managed scheduling of installation projects, effectively coordinating resources to meet deadlines while minimizing downtime for clients.
  • Streamlined installation processes for improved team productivity and faster project completion times.
  • Developed and implemented quality control measures to ensure accurate installations and reduce callbacks.
  • Reduced installation errors by developing comprehensive training materials and conducting regular training sessions for staff.
  • Provided exceptional customer service by addressing client concerns promptly, resulting in increased client retention rates.
  • Conducted regular performance reviews of team members, identifying opportunities for growth or improvement within the department as a whole.
  • Maintained safe working environments through strict adherence to safety protocols and guidelines, reducing workplace accidents and injuries.
  • Led weekly production and operations contractor meetings, facilitating stronger communication, and helping to resolve critical issues.

Retail Support (Mobile and FIXED Line) Specialist

Vodafone NZ LIMITED
09.2012 - 02.2017
  • Providing customer service and support for mobile and fixed line services.
  • Coordinated with quality control teams to ensure all products met company specifications and customer expectations.
  • Demonstrated flexibility in adapting to changing production schedules, adjusting tasks accordingly while maintaining a positive attitude.
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and recommending products or services based on individual needs.
  • Boosted overall efficiency through accurate record-keeping of inventory levels, sales data, and customer interactions.
  • Ensured compliance with company policies and procedures, maintaining a safe and secure work environment for all employees.
  • Assisted with inventory control measures including receiving deliveries, stocking shelves, conducting cycle counts, identifying shrinkage risks.
  • Troubleshot technical issues involving Point-of-Sale systems; escalating complex problems when necessary.
  • Provided backup support to sales associates during peak times, ensuring a seamless customer experience from start to finish.
  • Improved customer satisfaction by providing timely and efficient retail support services.
  • Streamlined communication between sales associates and retail support teams, resulting in a more cohesive work environment.
  • Supported store operations by performing various administrative tasks such as scheduling shifts, processing shipments, and managing vendor relationships.
  • Provided comprehensive support during peak periods or staff shortages, demonstrating flexibility and adaptability as needed for overall success within the team dynamic.
  • Maintained an organized workspace, enabling quick access to necessary information for improved productivity during customer interactions.
  • Handled sensitive customer information with discretion, adhering strictly to privacy regulations and company guidelines.
  • Acted as a liaison between customers and various internal departments, facilitating communication to ensure timely resolution of issues and concerns.
  • Conducted regular follow-ups with clients, ensuring their needs were successfully addressed and resolved.
  • Increased customer retention by providing exceptional service and fostering positive relationships.
  • Supported team members with conflict resolution skills, leading to a more cohesive work environment.
  • Managed high-volume phone lines while maintaining professionalism under pressure, ensuring efficient call routing and accurate documentation of issues.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Enhanced customer satisfaction by addressing and resolving inquiries and complaints in a timely manner.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Business Customer Care Specialist

Vodafone NZ LIMITED
09.2010 - 09.2012
  • Handling customer inquiries and providing solutions for business customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Took ownership of customers issues to follow problems through to resolution.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Provided customers with detailed information on company products, services and materials.
  • Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
  • Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer calls and emails to answer questions about products and services.
  • Collaborated with cross-functional teams to ensure seamless service delivery for customers.
  • Assisted in training new employees and participated in cross-training with other departments.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
  • Established a reputation for providing outstanding customer support, receiving numerous accolades from both customers and colleagues.
  • Proactively identified areas for process improvement within the department, leading to increased efficiency and better use of resources.
  • Accurately tracked and recorded customer interactions in CRM platform.
  • Directed customers to appropriate departments for additional support.
  • Balanced competing priorities while maintaining a focus on delivering exceptional service for each individual customer interaction.
  • Assisted call-in customers with questions and orders.
  • Logged call information and solutions provided into internal database.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Cross-trained and backed up other customer service managers.

Customer Service Representative (Mobile and Fixed Line)

Vodafone NZ LIMITED
09.2003 - 09.2010
  • Assisting customers with their mobile and fixed line services.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained staff on operating procedures and company services.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Store-person

Vodafone Distribution & Logistics
05.2002 - 09.2003
  • Managing inventory and assisting in logistics of store operations.
  • Picked stock according to order sheets and prepared for transport.
  • Operated equipment such as hand trucks, pallet jacks and forklifts on daily basis.
  • Restocked shelves and helped customers locate desired items.
  • Received and checked incoming goods for damage and discrepancies with paperwork.
  • Assisted in training new employees, sharing knowledge of store procedures and best practices.
  • Improved store organisation by implementing efficient inventory management systems.
  • Ensured clean, safe, and welcoming store environment for customers and staff alike.
  • Operated material handling equipment safely while loading or unloading deliveries.
  • Managed receiving area efficiently by organising incoming shipments and verifying accuracy against purchase orders.
  • Contributed to successful annual inventory counts, ensuring accuracy and efficiency throughout the process.
  • Maintained accurate stock levels with regular audits and timely reordering of products.
  • Enhanced customer satisfaction through personalised assistance and product recommendations.
  • Streamlined order processing for faster customer service and increased sales.
  • Increased overall productivity by cross-training in other departments as needed.
  • Participated in ongoing professional development opportunities to stay current with industry trends and improve job performance continually.
  • Established strong relationships with suppliers to negotiate beneficial terms on bulk purchases.
  • Resolved customer complaints professionally, providing solutions that met both their needs and company policies.
  • Maintained proper product levels and inventory controls for merchandise and organised backroom to facilitate effective ordering and stock rotation.
  • Assisted with hiring, training and mentoring new staff members.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Supervised guests at front counter, answering questions regarding products.
  • Packed, secured, labelled and applied postage to materials to prepare items for shipment.
  • Processed required paperwork to expedite handling of shipped and received goods.
  • Compared shipping orders and invoices against contents received to verify accuracy.
  • Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
  • Sorted and delivered materials to different work areas and staff.
  • Utilised forklift or pallet truck to load, unload, transport and store goods.
  • Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
  • Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
  • Conducted research to address shipping errors and packaging mistakes.
  • Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.

Education

Customer Field Technician - Telecommunications

Forage
Queensland Australia
09.2024

National Certificate in Offender Management Level 3 - Security And Protective Services

Skills NZ
New Zealand
01.2021

New Zealand Certificate in Airport Operations Level 4 - Aviation Management And Operations

Service IQ
New Zealand
06.2019

New Zealand Certificate in Contact Centres Level 3 - Customer Service Management

Manukau Institute of Technology
New Zealand
11.2016

Certificate in Small Business Management Level 4 - Business Administration And Management

Te Wananga O Aotearoa
New Zealand
08.2009

Certificate in Money Management - Business Administration And Management

Te Wananga O Aotearoa
New Zealand
10.2008

Certificate in First Steps to Business LEVEL 2 - Business Administration And Management

Te Wananga O Aotearoa
New Zealand
08.2008

Certificate in Computing - Business Administration And Management

Te Wananga O Aotearoa
New Zealand
07.2005

Skills

  • Innovation and Creativity
  • Attention to Detail
  • Time Management
  • Team building
  • Active Listening
  • Reliability
  • Effective Communication
  • Adaptability and Flexibility
  • Self Motivation
  • Professionalism

Coreskillsandattributes

Excellent communication and relationship building

Articulate in both verbal and written formats

Capable of working as a collaborative team member

Work effectively under pressure 

Flexible and enthusiastic approach to all tasks

Culturally aware and enjoy a diverse working environment

Great sense of humor 

Team Organiser

Open, honest and co-operative relationships

Builds trust and connects with a wide range of people 

Respectful and professional manner

Motivates, influences and inspires others and work well

Is calm, mature and adaptable

Manages conflict effectively and efficiently

Demonstrates mutual loyalty and teamwork

Experience working in a 24 hr, 7 day week rotating shift work environment

De-escalate conversations effectively

  • Current and Full drivers license

References

  • Regina Sumuletu, Team Leader - Aviation Security Service - Civil Aviation Authority, +64 273317243, regina.sumuletu@avsec.govt.nz
  • Hannah Sweedman, Manager – Auckland South Corrections Facility, 09 250 4071, hannah.sweedman@serco-ap.com
  • Lisa Tupou, Vodafone NZ, +64 21 631160, Lisa.Tupou@vodafone.com

Timeline

Correctional Officer

Serco Group
01.2020 - Current

Aviation Security Officer

Civil Aviation Authority
04.2018 - Current

Fibre Install Manager

Vodafone NZ LIMITED
02.2017 - 04.2018

Retail Support (Mobile and FIXED Line) Specialist

Vodafone NZ LIMITED
09.2012 - 02.2017

Business Customer Care Specialist

Vodafone NZ LIMITED
09.2010 - 09.2012

Customer Service Representative (Mobile and Fixed Line)

Vodafone NZ LIMITED
09.2003 - 09.2010

Store-person

Vodafone Distribution & Logistics
05.2002 - 09.2003

Customer Field Technician - Telecommunications

Forage

National Certificate in Offender Management Level 3 - Security And Protective Services

Skills NZ

New Zealand Certificate in Airport Operations Level 4 - Aviation Management And Operations

Service IQ

New Zealand Certificate in Contact Centres Level 3 - Customer Service Management

Manukau Institute of Technology

Certificate in Small Business Management Level 4 - Business Administration And Management

Te Wananga O Aotearoa

Certificate in Money Management - Business Administration And Management

Te Wananga O Aotearoa

Certificate in First Steps to Business LEVEL 2 - Business Administration And Management

Te Wananga O Aotearoa

Certificate in Computing - Business Administration And Management

Te Wananga O Aotearoa

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Maxine Teau