MELITA PRATT
BEAUMONT HILLS,NSW
Summary
Experienced Team Leader at the Parramatta Contact Centre with Service NSW. Proven track record of over 25 years in customer service, spanning both government and private sectors. Exceptional at forging strong relationships and providing outstanding support. Passionate about delivering positive customer experiences and seeking a collaborative team to make a meaningful impact.
Overview
20
20
years of professional experience
Work History
Team Leader
Service NSW Inbound Call Centre
Parramatta/Newcastle/Gosford
05.2018 - Current
- Delivered exceptional service by addressing complex and sensitive issues to optimize outcomes
- Coached, mentored, and educated team members to enhance their skills and improve overall customer service quality
- Provided feedback to team members and assisted with performance plans to encourage improvement and support staff development
- Managed unplanned leave, addressed ongoing leave issues, scheduled staff, and processed leave requests in SAPS
- Handled offboarding processes for departing staff to ensure smooth transitions within NSW Service NSW
- Managed daily workflow through Pure Cloud to facilitate ongoing service improvement and maintained efficient operations
- Resolved escalated issues with customers and completed customer experience evaluation reports to enhance service delivery
- Performed ongoing administrative tasks, prioritized daily, and attended meetings and focus groups to contribute to organizational goals
- Monitored the inquiry distribution process to ensure quality and timeliness of responses and resolved complex issues
- Promoted an ethical culture within the team, encouraging the addressing of complex ethical dilemmas
- Contributed to the development and implementation of policies and procedures for the Contact Centre Team
- Motivated and coached team members, optimized performance, and managed complex customer interactions
- Recommended and implemented process improvements, analyzed work volumes, and supported efficiency enhancements
- Applied and advised on policies, procedures, and guidelines, ensuring accurate communication of government policies
- Communicated effectively with diverse audiences, demonstrating strong negotiation and conflict resolution skills
- Met daily KPI targets, maintained accurate data entry, and exhibited problem-solving and active listening skills
- Identified and resolved customer needs, clarified information, and provided accurate solutions
- Managed multiple tasks efficiently, prioritized responsibilities, and maintained effective time management.
- Conducted regular performance reviews to assess individual team member progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Collaborated with other departments to ensure alignment of goals across teams.
Work Order Service Centre Coordinator
NSW Schools TAFE & Whole of Government
09.2016 - 12.2017
- Provided technical support, scheduling, cost estimation, recording, and tracking for project costs and quality assurance related to the NSW Whole of Government Schools contract
- Effectively utilized SAP/FMWEB management programs and other necessary systems to perform job functions
- Conducted general office duties such as answering phones, filing, and delivering customer service
- Delivered excellent customer service to internal and external clients while maintaining effective workplace relationships
- Ensured all contractual obligations were met by processing data accurately and promptly, following procedures as directed by the Team Leader and Senior Administrator
- Prepared and maintained contract programs using computer-based planning and management systems for scheduling and financial tracking, in accordance with business and contractual requirements
- Coordinated, inputted, and managed all relevant data in computer-based programs to fulfill business and contractual needs
- Managed and distributed site-based QA and HSE documentation according to policy and procedures
- Dispatched work orders to the appropriate personnel in a timely manner, meeting service level agreements
- Ensured prompt and effective communication with customers and subcontractors, providing all necessary information
- Provided support to the Senior Administrator and Team Leaders as required.
Production Clerk/Site Security Officer
Broadspectrum/Transfield Services/BAE Systems/TenixToll Defence Logistics
11.2006 - 08.2016
- Coordinated security elements nationwide, supporting Defence Base Service and Land Material Maintenance Contracts
- Supported the Defence and Broadspectrum Security Community by ensuring consistency in security practices and maintaining contacts across Australia
- Delivered security compliance in accordance with contractual obligations and Defence Security Manuals (DSM)
- Provided accurate and timely security advice to Managers, Staff Members, and Vetting Agencies
- Managed HR administration, including maintaining personal files for all staff
- Conducted training for staff on all Defence-based programs
- Offered onsite and offsite guidance to team members, ensuring work is completed per contract and work instructions
- Served as an on-the-job trainer, ensuring team members adhere to security requirements
- Interacted with technical staff, National Vetting Agency, and personnel across multiple Defence contracts
- Maintained Security Registers and Security Key Registers
- Developed and updated Protective Security Self-Assessment (PSSA) and Standing Security Orders (SSO) at the site level
- Submitted Security Clearances to the Australian Government Security Agency (AGSVA) via the Defence Security Portal
- Conducted onsite security audits to ensure compliance with Defence and Broadspectrum requirements
- Managed briefings and debriefings for overseas travel
- Facilitated staff inductions
- Provided administrative support to the Maintenance Team as needed
- Maintained work order job files, ensuring all job-related documentation and quality reports are recorded, filed, and archived
- Assisted with Material Maintenance production statistics and detailed KPI reports
- Complied with Company Quality, Occupational Health and Safety, and Environmental Policies and Procedures
- Entered and maintained accurate data using in-house programs (MILIS)
- Produced reports, work instructions, and procedures as required
- Managed the call-in/call-out process for maintenance equipment from Military Units and JLU
- Maintained SCA Accounts for equipment receipts and issues
- Scheduled new work orders to meet set KPIs and managed the closure of maintenance work orders
- Maintained MISMATCH/WIP Reports for financial responsibilities
- Assisted with obtaining quotes from suppliers
- Coordinated Defence OHT Trainees and maintained company notice boards, safety notice boards, and first aid cabinets
- Coordinated company functions as required
- Managed the supply of stationery stocks and other office consumables
- Enhanced relationships and communication with suppliers to improve service delivery to Maintenance Teams
- Operated and maintained order tracking systems
- Performed general office duties, including answering phones, filing, and customer service
- Raised non-catalogue/service purchase requisitions.
Service Consultant
Telstra Service Advantage Call Centre
09.2004 - 11.2006
- Accurately reported faults and complaints daily, delivering high-quality customer service while meeting targets and objectives
- Provided product information to customers and liaised with alternate Business Units as needed
- Participated in training courses and completed e-learning requirements
- Effectively utilized all systems required to perform the job and supported Health and Safety requirements.
Skills
- Quality Improvement
- Overtime Management
- Complaint resolution
- Cash Handling
- Mentoring
- Team Supervision
- Work Planning
- Technical Support
- Documentation And Reporting
- Coaching
- Overseeing Daily Activities
- Staff Training
References
- Hida Rashidi, Manager Contact Centres, SNSW Tolling Management, 0458 872 014
- Tahla Grace, Contact Centre Manager, SNSW Community & Life Events, 0432 173 273
- Milan Rendulic, Contact Centre Manager, SNSW Tolling Management, Parramatta
- Mr Wayne Nutchey, Maintenance Supervisor, Broadspectrum Defence Logistics, Townsville, QLD, 0400 421 942
- Mrs Michelle Bacon, Maintenance Planner, Broadspectrum Defence Logistics, Townsville, QLD, 0418 657 858
Timeline
Team Leader
Service NSW Inbound Call Centre
05.2018 - Current
Work Order Service Centre Coordinator
NSW Schools TAFE & Whole of Government
09.2016 - 12.2017
Production Clerk/Site Security Officer
Broadspectrum/Transfield Services/BAE Systems/TenixToll Defence Logistics
11.2006 - 08.2016
Service Consultant
Telstra Service Advantage Call Centre
09.2004 - 11.2006
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