Mery Baldock
Monash,ACT
Summary
Services delivery expertise and experience in the Payments, Jobseeker payment, Complaint and feedback. Good knowledge about the Customer First and Process Direct, ICT, My Support. Facilitate new team. Collaborative team player, flexible and to change. Resolve challenges.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
1
1
Certification
Work History
APS4
Services Australia
01.2022 - Current
- Commenced career with Services Australia in 2022 during the pandemic period.
- Managed telephony and processing tasks with efficiency.
- Conducted issue investigations and escalated via My Support.
- Exhibited proficiency in utilizing ICT systems and tools.
- Demonstrated comprehensive knowledge of Agency policies and procedures.
- Guided new employees to strengthen their skill sets.
- Demonstrated expertise in Jobseeker payment processes, complaint resolution, and feedback management.
- Guided team in aligning with Agency's Master Plan and Services Australia 2030 Strategy.
- Assessed and documented employee performance throughout probation timelines.
- Exhibited strong personal accountability.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Utilized strong organizational abilities to handle multiple project tasks.
Assistant Educator
Peter Pan Busy Bees
12.2018 - 01.2022
- Fostered positive learning environment through clear expectations.
- Increased parent involvement with regular communication regarding children progress, concerns, and accomplishments.
- Boosted staff confidence in their abilities by providing consistent feedback and personalized support.
- Encouraged critical thinking skills in staff by challenging them with complex problems and thought-provoking questions during lessons.
Team Leader
Chinese Australian Early Childhood Centre
10.2009 - 10.2018
- 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.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Assisted in recruitment to build team of top performers.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
- Enhanced communication strategies, ensuring clear and timely information exchange within team and with clients.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Education
Certificate III - Business Administration
TAFE
01.2017
Diploma - Children's Services
Optimum College Canberra
Canberra01.2012
Certificate III - Children’s Services
Optimum College Canberra
Canberra01.2011
Masters - Education
Punjab University
01.2001
Skills
- Problem solving skills
- Collaboratively
- Excellent Organizational skills
- Supportive, Helpful
- Exceptional communication
- Poised under Pressure
Awards
Achieved Awards and Recognition, Achieved numerous Customer’s compliments, Achieved Certificates from “Australian Public Service Academic”, Facilitator Recognition Certificate 2025, Peers Support Recognitions, Quality Week Award
Certification
Customers compliments
Staff compliments
Quality week award
Facilitating certificate
Timeline
APS4
Services Australia
01.2022 - Current
Assistant Educator
Peter Pan Busy Bees
12.2018 - 01.2022
Team Leader
Chinese Australian Early Childhood Centre
10.2009 - 10.2018
Diploma - Children's Services
Optimum College Canberra
Certificate III - Children’s Services
Optimum College Canberra
Masters - Education
Punjab University
Certificate III - Business Administration
TAFE
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