Rachael Rollinson
Summary
Talented experienced and dedicated individual with a focus on enhancing employee satisfaction and business success while adhering to policy and process. Diplomatic and friendly with proven commitment to developing strategies, provide training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
13
13
years of professional experience
Work History
Team Leader Client Services Job Active/ Workforce Australia, Disability Employment Services and Employable Me
APM - Canning Vale Service Centre
11.2021 - Current
- Lead by example of acceptable professional behaviours including resilience, assertiveness, complaint resolution and adherence
- Ongoing performance management, training, and professional development of individuals
- Ensure accurate information is available and timely responses provided to stakeholder requests, enquiries, and concerns
- Assisted with developing new process and procedures during Government roll out of Workforce Australia
- Assisted with training and implementation of new telephony software and government portals
- Perform Tasks, document and complete file notes as per DEEWR and company requirements
- Respond and proactively manage complex queries from team members, stakeholders, participants and interested third parties
- Work effectively and proactively as part of a cohesive team and centre
- Ability to multi-task will ensure successful outcomes
- Complaint escalations and resolution
- Utilise bespoke software as required
- Involved in recruitment and induction of new team members
- Schedule and perform appointments as per Services Australia and company requirements
- Liaise with participants, client services officers and consultants regarding additional tasks, and activities to benefit participants
- Liaising with various level of on-site management including Regional and State
- Liaise with Participants and stakeholders to fulfil Job Active/Workforce Australia task requirements as per DEEWR procedure
- Liaise with Participants and stakeholders to fulfil Disability Employment Services task requirements as per DEEWR procedure
- Provide reports, data and processes for Operations and General Managers of APM Service Centre
- Maintain high levels of Quality service for participants and shareholders
- Continue to liaise with Data Management and Work force planning for productive and effective people management
- Administrator for Learning Management System updates and creation of new processes and information (Livepro)
- Ongoing management and utilisation of communication telephony systems (Genesys)
- Beginning to expand into Workforce management, scheduling and Realtime Analyst tasks (Genesys)
- Continue to drive to expand the position of the Service Centre within the company.
Client Services Officer (various Contracts)
APM Rockingham/ Canning Vale Service Centre
05.2020 - 11.2021
- Schedule and perform appointments as per DEEWR and company requirements
- Provide exceptional Client Service to ensure a positive experience for individual clients
- Liaise with clients to fulfil JobActive mutual obligations as per DHS procedure
- Guide and Assist participants with employment, opportunities and self-development - help participants help themselves
- Ensure accurate information and timely responses to client requests, enquiries and concerns
- Document and complete file notes as per DEEWR and company requirements
- Respond and proactively manage general queries from clients and other APM team members
- Work effectively and proactively as part of a cohesive team
- Ability to multi-task will ensure successful outcomes
- Complaint escalations and resolution
- Utilise bespoke software as required
- Liaise with clients and on-site consultants regarding additional tasks, and activities to benefit the client
- Liaising with local Business manager for upskilling and client development.
Travel Consultant/Assistant Team Leader/ Interim Team Leader
Flight Centre (Last store – Riseley St, Applecross)
04.2016 - 04.2020
Sales Consultant/ Team Leader
Telstra
06.2011 - 04.2016
Skills
- Well spoken and presented, reliable and punctual
- Able to efficiently work as part of a team and without supervision
- Able to multitask effectively
- Analytical Thinker
- Assertive yet empathetic
- Ability to work effectively and efficiently under pressure
- Willing to accept challenges, both personal and professional
- Logical thinker, solution driven
- Quick and willing to learn new processes
- Highly computer literate, including Microsoft and bespoke software
- Outstanding Attention to Detail
- People Management and Performance Improvement
- Work Planning and Shift Scheduling
- Training, Coaching and Mentoring
- Strong administrative and time management skills
- Process Improvement including updating LMS
Timeline
Team Leader Client Services Job Active/ Workforce Australia, Disability Employment Services and Employable Me
APM - Canning Vale Service Centre
11.2021 - Current
Client Services Officer (various Contracts)
APM Rockingham/ Canning Vale Service Centre
05.2020 - 11.2021
Travel Consultant/Assistant Team Leader/ Interim Team Leader
Flight Centre (Last store – Riseley St, Applecross)
04.2016 - 04.2020
Sales Consultant/ Team Leader
Telstra
06.2011 - 04.2016
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