Michele Freeman
Team Leader/ Customer Service Advisor
Wollongong,NSW
Summary
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader (Backfill)
Services Australia- Centrelink
Wollongong, NSW
10.2022 - Current
- Support both casual, ongoing and non-ongoing employees performing inbound telephony and processing within a Smart/Call centre environment.
- Update, discuss and code leave, required evidence and employee availability within a workforce scheduled environment.
- Liaise with stakeholders such as Human Resources, Respect Team, Executive Team, Indigenous Apprentice Team to ensure best outcomes for customers and employees.
- Support Indigenous apprentices through training and the provision of job shadowing to learn new roles in the Agency. I encourage and support mentoring leading to skill growth for apprentices.
- Support staff with current updates regarding policy, staff movements and procedural change within the Agency.
- I utilise online technical platforms to track performance, quality, adherence and leave patterns. Currently as the Agency is changing their measurement indicators I am supporting employees while liaising with other leaders and stakeholders to move towards and customer and employee best outcomes focused approach.
- I facilitate team meetings and daily information sessions that include a customer and employee focus as well as a health and wellbeing focus. I encourage team members to participate and lead these discussions.
- I link employees with learning packages to support skill building and improved performance.
- I supported Teams within the Services Australia - Centrelink Illawarra Smart Centre during Covid 19 lockdown working across virtual platforms.
- I lead Portfolio meetings for Digital Growth and Indigenous Connectivity.
- I led a Team who processed the Flood claims during the recent disaster events and contributed to assisting the Australian Public by processing Flood claims for the Agency.
- I facilitate coaching sessions discussing goals, empowering excellence and lifting capability in my team.
- I encourage and support progression and upskilling with in my team building capabilities in the Agency workforce.
Customer Service Advisor
Services Australia Centrelink
Wollongong, NSW
12.2009 - Current
- Process claims within the Families main business line
- Provide telephony support for the Families main business line
- Manually calculate and balance entitlement for customers over the full financial year and discuss outcomes with customers as required.
- Explain and review decisions as a Subject Matter Expert. Changing decisions if required and in line with relevant Policy and guidelines.
- Quality check activities/ claims for the Families line, Disaster payments and Pandemic Leave payments providing feedback to Service Officers within the Quality Framework.
- Quality check phones calls via Verint Services and provide feedback and suggestions to Service Officers within the Quality Framework.
- Monitor my productivity and quality to ensure I provide best outcomes for customers and the Agency.
- Liaise with customers, stakeholders and peers to achieve quality outcomes.
- Work within the Agencies vision ensuring I act with a simple, helpful, respectful and transparent approach.
- I participate in team meeting and daily meetings sharing knowledge, ideas and resources.
- I participate in coaching sessions setting short term and long term goals and monitor progression of these.
Education
Diploma in Childrens Services Centre Based Care - Children's Services
NSW TAFE
North Wollongong 01.2000 - 12.2001
Certificate IV in Government - Government
NSW TAFE
Online Via Services Australia 01.2016 - 12.2016
Skills
Team leadership skills
undefinedReferees
1. Sean Golden - Executive Leader Services Australia- 0435235901
2. Betty Beretov - Team Leader Services Australia - 0242687772
Timeline
Team Leader (Backfill)
Services Australia- Centrelink
10.2022 - Current
Certificate IV in Government - Government
NSW TAFE
01.2016 - 12.2016
Customer Service Advisor
Services Australia Centrelink
12.2009 - Current
Diploma in Childrens Services Centre Based Care - Children's Services
NSW TAFE
01.2000 - 12.2001
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