Melissa Read
Hobart
Summary
Results-driven performance and quality manager specialising in data analysis, quality assurance, and process improvement.
Proven track record in enhancing service delivery and implementing workplace well-being initiatives. Extensive experience in team leadership, change management, and stakeholder collaboration, leading to improved organisational culture. Skilled in monitoring quality and optimising productivity and performance while ensuring compliance with Policy and legislation.
Overview
10
10
years of professional experience
Work History
Peformance and Quality Manager
Services Australia
Hobart
03.2025 - Current
- Developed and maintained a performance analysis framework aligned with divisional priorities.
- Ensured visibility of trends and outliers across all programs and productivity metrics.
- Enhanced technical peer support outcomes within smart centre from supply and demand perspectives.
- Identified emerging issues impacting performance and workplace culture early.
- Supported service managers in implementing and monitoring strategies or new tools.
- Progressed actions from quality strategy action plan to align with business imperatives.
- Collaborated with site leadership to maintain awareness of service delivery transformation impacts.
- Analysed performance data for trends, issues, and outliers within teams.
Team Leader
Service Australia
Hobart
01.2016 - 02.2025
- Managed team operations, prioritising workflow and resource allocation.
- Led staff management, focusing on performance, attendance, and wellbeing support.
- Developed staff capabilities through targeted coaching and tailored training initiatives.
- Established relationships with local stakeholders to enhance service delivery and agency visibility.
- Escalated issues impacting policy performance or service during emergencies.
- Monitored work output and quality against established performance standards through analysis.
- Prepared staff rosters and allocated work based on priorities and available resources.
- Analysed business outcomes, key performance indicators, and quality assurance for management oversight.
Service Centre Manager
Service Australia
Rosny Park
01.2019 - 01.2021
- Managed day-to-day operations of service centre, prioritising tasks and optimising resources.
- Supported teams by overseeing performance, attendance, and well-being initiatives.
- Developed staff capabilities through targeted coaching, training, and succession planning.
- Coordinated staff rosters and allocated work based on priorities and resource availability.
- Monitored work output and quality, ensuring adherence to performance standards via analysis and reporting.
- Facilitated cross-channel service delivery tailored to customer needs while establishing stakeholder relationships.
- Escalated issues impacting policy performance, including emergency situations, to ensure swift resolution.
- Prepared business cases, reports, and corporate documentation to support local management efforts.
Education
Grade 12
St Marys College
Hobart, TAS12-1990
Skills
- Performance and data analysis
- Quality assurance
- Process improvement
- Compliance monitoring
- Team leadership
- Workplace well-being support
- Health and safety expertise
- Ethics and values implementation
- Inclusion and diversity advocacy
- Digital services promotion
- Change management proficiency
- Time management excellence
- Administrative skills
- Customer aggression management
- Executive Level 1 Experience
References
References available upon request.
Timeline
Peformance and Quality Manager
Services Australia
03.2025 - Current
Service Centre Manager
Service Australia
01.2019 - 01.2021
Team Leader
Service Australia
01.2016 - 02.2025
Grade 12
St Marys College