SARAH TODD
Parkes,Australia
Summary
Experienced Contact Centre Team Leader seeking to progress into a management-level role within a purpose-driven organisation. Strong background in frontline service leadership, coaching, and capability development, with demonstrated success in building, developing, and leading high-performing teams in complex, high-volume environments. Proven ability to exceed performance expectations across customer satisfaction, quality assurance, and operational KPIs. Focused on fostering a culture of customer-focused service delivery, accountability, and continuous improvement. Looking to apply leadership experience, stakeholder collaboration skills, and operational insight at a broader organisational level while continuing to strengthen team engagement and development.
Overview
16
16
years of professional experience
Work History
Service Centre Team Leader
Transport for NSW
09.2023 - Current
- Lead frontline service delivery within a government service centre environment.
- Manage team performance, customer outcomes, and operational requirements.
- Support workforce planning, coaching, and capability development.
- Ensure compliance with government standards, policies, and risk frameworks.
- Foster a culture of accountability, customer-focused service, and continuous improvement.
- Involvement in My Transport enhancement for Government Rebates and Refunds, and successfully led a remote based taskforce to assist in reducing ticketing volumes.
Call Centre Direct Banking Team Leader
Commonwealth Bank of Australia
06.2022 - 09.2023
- Led a remote team of call centre agents delivering digital and phone-based customer support.
- Achieved performance targets across quality, customer satisfaction, and operational KPIs.
- Managed escalations including vulnerable customers and fraud-related matters.
- Delivered structured coaching, performance conversations, and capability uplift.
- Analysed performance data to identify trends and implement service improvements.
- Hybrid WFH
Branch Manager / Call Centre Direct Banking Team Leader
Commonwealth Bank of Australia
Forbes, NSW
11.2018 - 06.2022
- Managed a multi-channel branch delivering face-to-face and call-centre services.
- Oversaw staff performance, customer outcomes, lending operations, and risk compliance.
- Transitioned the branch to a hybrid service model.
- Led team development, coaching, and operational planning.
- Implemented process improvements to enhance efficiency and customer experience.
Home Lending Specialist
Commonwealth Bank of Australia
Dubbo, NSW
08.2018 - 11.2018
- Delivered tailored lending solutions and supported customers with complex financial needs.
- Ensured compliance with lending policies and regulatory requirements.
- Remote
Customer Service Specialist
Commonwealth Bank of Australia
Parkes, NSW
03.2017 - 08.2018
- Delivered high-quality customer service across transactions and enquiries.
- Supported customers with banking needs and problem resolution.
Personal Lender
Commonwealth Bank of Australia
Parkes, NSW
01.2011 - 03.2017
- Provided lending advice and solutions to meet customer financial goals.
- Maintained strong compliance and service standards.
Customer Service Specialist
Commonwealth Bank of Australia
Parkes, NSW
08.2010 - 01.2011
- Delivered frontline customer service and transactional support.
- Built foundational skills in customer engagement and service delivery.
Education
Diploma - Financial Services
Commonwealth Bank of Australia
06-2016
Certificate IV - Financial Services
Commonwealth Bank of Australia
06-2011
Skills
- Customer-focused service delivery with proven results in business growth and improved satisfaction scores
- Continuous improvement mindset, identifying issues and opportunities to enhance customer outcomes and reduce risk
- Strong ability to manage personal work priorities and ongoing professional development
- Skilled in building strong internal and external stakeholder relationships
- Strong written and verbal communication skills
- Experienced in complaint handling within required timeframes while meeting regulatory obligations
- Strong risk awareness with the ability to identify, resolve, and remediate issues
- High resilience and decision-making capability under pressure
- Ability to work autonomously while effectively using technology to collaborate with leaders, teams, and business partners
- Workforce management experience including rostering, reporting, and shift coverage based on customer flow and call patterns
- Skilled in service quality monitoring, coaching, and feedback to drive customer-focused behaviours
- Experience planning and delivering operational requirements to support positive risk outcomes
Accomplishments
- CEO Excellence Award Winner – Q4 2020
- Customer-Focused Leadership Program – 2023
- Outstanding Performance Award – September Quarter 2012
- Diploma of Financial Services
- Certificate IV in Financial Services
Timeline
Service Centre Team Leader
Transport for NSW
09.2023 - Current
Call Centre Direct Banking Team Leader
Commonwealth Bank of Australia
06.2022 - 09.2023
Branch Manager / Call Centre Direct Banking Team Leader
Commonwealth Bank of Australia
11.2018 - 06.2022
Home Lending Specialist
Commonwealth Bank of Australia
08.2018 - 11.2018
Customer Service Specialist
Commonwealth Bank of Australia
03.2017 - 08.2018
Personal Lender
Commonwealth Bank of Australia
01.2011 - 03.2017
Customer Service Specialist
Commonwealth Bank of Australia
08.2010 - 01.2011
Certificate IV - Financial Services
Commonwealth Bank of Australia
Diploma - Financial Services
Commonwealth Bank of Australia