Sarah Louise Reade
Traralgon,Australia
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
26
26
years of professional experience
Work History
Senior Analyst - Frontline Support
APS4
11.2021 - Current
- Substantial role at ASIC
- Collaborated with multiple teams for better service delivery and client support.
- Trained and supervised support staff during events, fostering a collaborative environment focused on excellent service delivery.
- Maintained detailed records of all completed training sessions, ensuring accurate documentation for future reference
- Provided coaching and mentoring to employees within the call centre
- Created and oversaw web, company, business name and infoline training programs for call centre staff.
- Completed Quality assurance within the call centre
Team Leader - Service Delivery Team 2
Australian Securities & Investments Commission
03.2025 - 10.2025
- Oversee team adherence, productivity, quality assurance and monthly check in conversations
- Facilitate weekly team meetings, keeping staff informed of important messages & changes within the office
- Supporting staff on escalated calls and taking over when necessary
- Having difficult conversations and providing timely feedback to staff
- Driving Performance and encouraging up-skills to enhance staffs' careers
- Skilled at working independently and collaboratively in a team environment with other team leaders and coaching staff
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics using programs such as Power BI, Genesys and Quality assurance.
- Assisted in interviews and recruitment for new APS2 staff members
Team Leader
APS6
02.2024 - 12.2024
- 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.
- Mentored staff members, helping them develop their potential and advance in their careers.
- Maintained accurate records of team metrics and performance data, using insights to drive continuous improvement efforts across the call center operation.
- Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
- Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
Service Delivery Service Officer ATO
APS2
01.2019 - 11.2021
- Provided exceptional customer support
- Answered calls in a timely manner
- Managed my time ensuring I was adhering to rosters
- Working in a fast paced environment with KPI's
- Coordinated closely with other departments to resolve complex client issues while maintaining professionalism at all times.
Podiatry Assitant
The Foot and ankle clinic
02.2019 - 10.2019
- Increased overall clinic efficiency by organising supplies inventory, restocking as necessary, and monitoring equipment functionality.
- Ensured accuracy in billing processes by collaborating with insurance providers and verifying patient information for smooth transactions.
Child Protection Administration & Support
Department Of Health and Human Services
02.2012 - 01.2017
- Child protection and housing, disability support services
- Maintained detailed documentation of all case activities, ensuring accuracy and compliance with agency policies and procedures.
- Maintained confidentiality at all times, adhering to strict ethical guidelines governing the handling of sensitive client information.
- Assisted families in navigating government agencies and accessing entitlement benefits.
Language Support
Liddiard Road Primary School
01.2016 - 01.2016
- Provided language support for non-English speaking patients, ensuring clear communication and understanding of testing procedures.
Shop Assiantant Sussans Incorporation
Retail Assistant Sussans Incorporation
01.2000 - 01.2015
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
Manager The Shoe Room Traralgon
The Shoe Room Traralgon
01.2006 - 01.2008
- Part-time
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organised, and safe environment for employees and patrons.
- Oversaw inventory management and stock levels
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
Difficult Conversations
01.2024
Coaching Others
01-2024
Cultural and language diversity training
01.2020
Drug & Ice handling course
01.2017
Traralgon Secondary College
01.2001
Certificate 4 - Tourism Business & Operations Management
Gippsland Institute of TAFE
Skills
- Team leadership
- Effective communication
- Adaptability and flexibility
- Professionalism
- Accountability
- Organisational Skills
- Microsoft Office
- ASIC systems- Aurion, Peoplesoft, ASCOT, MYRAD, Siebel,
- Quality assurance
- Performance management
Timeline
Team Leader - Service Delivery Team 2
Australian Securities & Investments Commission
03.2025 - 10.2025
Team Leader
APS6
02.2024 - 12.2024
Senior Analyst - Frontline Support
APS4
11.2021 - Current
Podiatry Assitant
The Foot and ankle clinic
02.2019 - 10.2019
Service Delivery Service Officer ATO
APS2
01.2019 - 11.2021
Language Support
Liddiard Road Primary School
01.2016 - 01.2016
Child Protection Administration & Support
Department Of Health and Human Services
02.2012 - 01.2017
Manager The Shoe Room Traralgon
The Shoe Room Traralgon
01.2006 - 01.2008
Shop Assiantant Sussans Incorporation
Retail Assistant Sussans Incorporation
01.2000 - 01.2015
Cultural and language diversity training
Difficult Conversations
Coaching Others
Drug & Ice handling course
Traralgon Secondary College
Certificate 4 - Tourism Business & Operations Management
Gippsland Institute of TAFE
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