Samantha Nean
Gold Coast,QLD
Summary
Organized and dependable individual 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
Work History
Assistant Programs Officer
Department Of Education
02.2023 - Current
- Collaborated with senior leadership team to implement specialised projects, increasing program and organizational capacities.
- Analyzed and assessed program performance data and implemented corrective measures.
- Analyzed internal reports to evaluate program effectiveness by using outcomes-based approach.
- Kept programs in line with established mission parameters.
- Created and implemented program frameworks, performance standards and quality assurance requirements.
Aboriginal Child Protection Caseworker
Department Of Communities And Justice
01.2021 - 02.2023
- Visited homes, inspected surroundings and interviewed family members.
- Maintained case records and legal documentation.
- Responded to claims of abuse, neglect or safety concerns.
- Attended court proceedings, submitted documents and offered testimony.
- Developed plans to strengthen family units.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Maintained detailed case histories, metrics and reports to meet strict standards.
- Facilitated family meetings to ensure communication and collaboration between family members.
- Intervened in crisis situations and counselled children experiencing emergencies and disruptive incidents.
- Contributed to court proceedings, advocating for family's best interests and recommending balanced solutions.
- Completed comprehensive assessments of families to identify needs and develop treatment plans.
Team Leader
Centrelink Call Centre
01.2010 - 12.2020
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Promoted high standards through personal example to help each member understand expected behaviours and standards.
- Held weekly team meetings to inform team members on company news and updates.
Service Officer
Centrelink Call Centre
01.2010 - 12.2020
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
Technical Support Officer
Centrelink Call Centre
01.2010 - 12.2020
- Increased customer satisfaction ratings.
- Analyzed and developed service goals for in-bound call centre.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Managed customer contact centre support representatives.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
Education
Diploma - Family And Community Services
TAFE, NSW
Kingscliff, NSW10.2021
Certificate III - Customer Contact
TAFE, NSW
Kingscliff, NSW12.2010
Skills
- Active Listening Skills
- Safety and Risk Assessments
- Legal Standards
- Community Integration
- Interviewing Strengths
- Case Planning and Management
- Crisis Intervention Techniques
- Cultural Awareness
- Service Plans
- Structural Family Therapy
- Leadership
- Coordinate Events
- Staff Training
- Work Planning and Prioritization
- Judgment and Decision-Making
- Corrective Actions
Timeline
Assistant Programs Officer
Department Of Education
02.2023 - Current
Aboriginal Child Protection Caseworker
Department Of Communities And Justice
01.2021 - 02.2023
Team Leader
Centrelink Call Centre
01.2010 - 12.2020
Service Officer
Centrelink Call Centre
01.2010 - 12.2020
Technical Support Officer
Centrelink Call Centre
01.2010 - 12.2020
Diploma - Family And Community Services
TAFE, NSW
Certificate III - Customer Contact
TAFE, NSW
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