Miranda Witt

• Lead and supervise a team of customer service officers in delivering high-quality services to the Australian public, ensuring strict adherence to government policies, guidelines, and procedures
• Coordinate and support staff across multiple service delivery channels, phone, online, and digital platforms, to maintain consistent service quality across all mediums
• Oversee daily operations, including work allocation, task prioritization, and ensuring the effective delivery of Centrelink services in line with performance targets
• Monitor and evaluate team performance, providing coaching, feedback, and development opportunities to promote high productivity, customer satisfaction, and staff morale
• Collaborate with senior management to develop and implement departmental strategies, policies, and process improvements to enhance service delivery and operational efficiency
• Cultivate strong relationships with local stakeholders such as FCC, YEE, SEAD, Scheduling and Wellbeing Portfolio, including community organizations, service providers, and government agencies, to ensure effective service provision and responsiveness to community needs
• Organize and lead regular meetings with local stakeholders to address emerging issues, identify collaboration opportunities, and enhance the customer experience
• Ensure full compliance with legislative requirements, maintaining up-to-date knowledge of relevant government programs, services, and policies
• Resolve complex customer issues and complaints, utilizing strong problem-solving and conflict resolution skills to maintain a customer-focused approach
• Prepare and review reports on team performance, incidents, and service delivery outcomes, offering actionable insights for continuous improvement
• Foster a positive, high-performance work environment by mentoring and supporting the professional development of team members
• Contribute to workforce planning and resource management to ensure appropriate staffing levels are maintained, effectively meeting service delivery demands
• Lead initiatives aimed at improving team efficiency, quality of service, and customer satisfaction
• Coordinate staff schedules, workloads, and priorities across various service delivery channels, ensuring optimal resource use and timely customer service delivery
• Led a high-performing team, consistently meeting or exceeding service delivery targets while ensuring full compliance with Centrelink’s performance standards across multiple service channels
• Drove process innovation, leading the development and implementation of new workflows that improved efficiency and reduced processing times for customer applications
• Strengthened partnerships with service providers, improving service integration and accessibility for vulnerable customer groups
• Optimized cross-channel service delivery, effectively managing staff across phone and digital interactions
• Led the Health and Wellbeing Portfolio, supporting service delivery staff in alignment with the 2030 Vision for staff wellbeing
• Key member of the Precinct Move Team, playing a pivotal role in facilitating a seamless transition for staff to the new Roma Street location

• Provide advice, procedural guidance (referencing Operational Blueprints), and on-the-job support for other Service Officers via Teams chats and in person.
• Appropriately respond to customer complaints to achieve customer outcomes, and improve customer experiences.
• Complete quality checking of Service Officer activities as per Operational Blueprint requirements.
• Complete processing and inbound activities.

Key achievements.

• Facilitated daily stand-ups and team meetings.
• Repeatedly nominated as a contact person when team leaders, coaches, are off the floor.

SERVICE OFFICER APS3 - Services Australia, May 2023 - Dec 2023.

• Customer service provides guidance with online services and various claims processes.
• Ensured accurate and detailed notes were recorded on file regarding claim decisions and general queries.
• Inbound calls answering customer queries with the aim to resolve them on the first contact.
• Outbound calls seeking additional information, or advising customers of claim outcomes.
• Adherence to comprehensive and ever-changing process documents is essential to achieve high-quality and consistent outcomes for customers.

Key Achievements.

• Exceeded customer service indicators.
• Timely transition into new areas post-training.

• Led and managed the children's wear section, overseeing a team of six staff members in one of Seed’s busiest Queensland locations, ensuring high levels of performance and customer service
• Exercised strong leadership in inventory control across multiple stores within the Queensland network, ensuring stock levels were maintained and orders were fulfilled on time
• Directed sales and merchandising efforts, driving customer engagement and aligning store presentation with key seasonal trends
• Managed back-of-store operations, including stock receiving, dispatch, and organization, ensuring efficient workflows and inventory accuracy
• Planned and executed the children's wear store layout to maximize sales in prime selling areas, optimizing customer experience
• Accountable for 30% of the store's $4 million sales target, consistently meeting and exceeding sales goals
• Acted as the store trainer for the new computer system rollout, onboarding all new employees and ensuring smooth transitions to the updated software
• Provided mentorship and development opportunities to staff, fostering a collaborative and high-performing team culture
• Led by example to maintain store standards, coach team members in sales techniques, and ensure a customer-centric approach to service

• Spearheaded the women’s wear and maternity section, taking full ownership of purchasing, merchandising, and sales for a high-traffic store with significant stock turnover
• Managed the procurement of maternity clothing, women’s fashion, shoes, accessories, homewares, and jewellery, curating product offerings that aligned with customer demand and seasonal trends
• Developed and maintained relationships with local and international wholesalers and designers, overseeing the end-to-end supply chain process to ensure timely stock delivery
• Utilized in-depth analysis of consumer buying patterns and market trends to forecast future product needs and adapt inventory strategies
• Drove product P&L management, overseeing a $1.2 million annual budget, consistently optimizing product selection and driving profitability
• Led the visual merchandising strategy, creating compelling product displays that boosted customer engagement and sales performance
• Collaborated closely with the management team to implement sales-driving strategies and enhance the customer experience
• Mentored and coached junior team members, providing guidance on product knowledge, sales techniques, and customer service, fostering a motivated and high-performing team

• Led the launch of Favco’s Fresh Apple Slices into the Australian grocery and food service markets, driving product adoption, market share expansion, and establishing the product as a key player in the category
• Developed and executed comprehensive sales and marketing strategies, setting KPIs and guiding the team in implementing growth initiatives to maximize sales and brand presence
• Provided leadership to cross-functional teams, driving alignment and collaboration between sales, marketing, and operations to deliver sustained growth for Favco’s Fresh Cuts portfolio
• Fostered and strengthened relationships with key grocery sector accounts, leading negotiations and securing long-term business partnerships to ensure successful product distribution
• Managed a two-million-dollar budget for the apple product lines, making strategic decisions to optimize resources, control costs, and maximize profitability
• Led the development of strategic partnerships across multiple industries, driving product growth while supporting farmers by ensuring consistent and stable sales channels for their apple produce
• Partnered with major retailers to identify opportunities for product placement, negotiate merchandising solutions, and increase visibility, driving higher product sales and brand recognition
• Executed test market programs for new product development (NPD), leading the team in crafting and executing launch strategies that successfully met market demand and exceeded customer expectations

• Led and managed the prestigious Simona store in Brisbane’s Wintergarden Centre, driving a team to achieve annual sales of $1.2 million while maintaining a strong focus on customer satisfaction and operational efficiency
• Supervised, mentored, and trained a high-performing team, fostering a positive work environment and promoting career growth through continuous development and coaching
• Directed all aspects of store operations, including inventory procurement and control, ensuring alignment with sales targets and seasonal trends
• Led the accessory buying strategy for 17 retail locations across Australia, selecting product assortments that complemented the season’s colour palettes and aligned with current fashion trends
• Managed store planning and visual merchandising to create a compelling in-store experience, ensuring product displays attracted customers and drove sales
• Spearheaded the store’s public relations efforts, organizing high-profile events such as fashion shows, media coverage, and local community engagements
• Oversaw budgeting and wage management, taking responsibility for the store’s financial performance and ensuring adherence to budgetary guidelines
• Directed warehousing operations, ensuring timely stock receipt and dispatch while maintaining efficient back-end processes
• Coordinated and led major fashion events such as Gala nights, fashion lunches at the Casino and Hilton Hotel, and in-store seasonal collections

• Managed sales for luxury menswear and accessories, including top global brands such as Dolce & Gabbana, Versace, Gianfranco Ferre, Armani, Ermenegildo Zegna, Moschino, and Jean Paul Gaultier, delivering exceptional customer service to high-profile clientele
• Coordinated wardrobes for selected Brisbane celebrities, providing personalized styling and ensuring exclusive fashion choices for high-visibility events
• Led the project management of fashion shows and Gala nights, showcasing the boutique's luxury offerings while maintaining brand prestige
• Took ownership of in-store inventory control, ensuring optimal stock levels and the smooth flow of merchandise to meet customer demand
• Contributed to store planning, layouts, and visual merchandising, curating an elegant and exclusive shopping experience that reflected the boutique's luxury positioning