Sharna-Dee Stockham
Alligator Creek,QLD
Summary
An accomplished and energetic leader with a history of achieving results. Successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying staff needs to develop and deliver creative solutions for our customers and business. Dependable Team Leader with track record of success in the field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Recognised for exceedingly high levels of commitment and producing outstanding outcomes.
Overview
13
13
years of professional experience
Work History
Team Leader
Services Australia
11.2021 - Current
- Leading a new team of staff to deliver complex policy advice, debt recovery and negotiate payment arrangements to support the lives of Australian children
- Performance management and coaching staff to effectively deliver a high level of customer service
- Multifaceted statistical data analysis and quality assurance that supports the alignment to the organisation's strategic objectives; exceeded customer satisfaction by finding creative solutions to problems
- Correlate statistical data analysis and quality assurance for compiling regular reports to local leadership group and stakeholders providing advice to the Site Manager
- Respond to complex customer enquiries and complaints oversee complex case management where necessary
- Achievements
- Developed departmental goals and standards in line with supporting the organisations mission and strategic vision
- Implemented nationwide changes and initiatives to improve support capabilities
- Successfully led a team through business change with statistics showing a positive rate of success in ‘real time' work processing
- Selected and approached by the Site Manager to lead staff in the Indigenous Apprentice Programme for their 12-month training with Services Australia
- Communicates with influence to build and maintain strong working relationships and achieve Customer outcomes
- Leads and empowers a high-performing team by fostering a culture of innovation through challenging current processes and continuous improvements to enhance the client experience
- Manages competing priorities and deadlines, and plans with clear, realistic timeframes that include measurable outcomes.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with stakeholders through positive attitude and attentive response.
Service Officer
Services Australia
08.2016 - Current
- Indigenous and Remote Servicing Team
- Assist customers and stakeholder to access, navigate and interpret services across a range of programs and services within child support
- Provide customer service support, streaming customers to the appropriate services, identifying and prioritising customers who are potentially vulnerable in distress or who have accessibility issues and escalating potential issues
- Achievements:
- Provide and intensive level of support for those who identify as Aboriginal and or Torres Strait Islander customer including all Australians in remote locations including Norfolk Island
- Coordinated tailored assistance to customer facing significant disadvantages and multiple barriers
- Worked successfully with diverse group of stakeholders to accomplish goals and address issues related to our products and services
- Educate my customers on the digital platforms available educating them in the ability to self-manage their payments and services within the agency
- Establishing and maintaining stakeholder relations across various government services including Community Agents, Indigenous Interpreters, Indigenous Families Assistance Office and Remote Servicing Centres.
Service Support Officer
Services Australia
05.2017 - 11.2021
- Assisted with the leadership and training of a team of new starters providing on the job support and training to staff to deliver services and support development
- Assisting in the development and review of policies and procedures
- Liaising with internal and external stakeholders to deliver program services and represent the work area in relevant forums and committees resolving routine program and policy issues
- Achievements
- Assisted with the implementation of new software products and services
- Developed training materials for staff members regarding customer service policies and procedures
- Provided remote support to staff using various remote desktop applications
- Provided ongoing training to maintain productivity and effectiveness of staff
- Presented with the opportunity act as a Team Leader of new Team within Services Australia.
Property Manager
Mr Reality
01.2011 - 08.2016
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
Education
Skills
- High level office management and organisational skills
- Technical Support and overtime management
- Ability to adapt to differing computer programmes
- Team supervision focusing on teamwork and collaboration
- Exceptional interpersonal and stakeholder communication skills
- People management including but not limited to coaching and mentoring
- Quality Improvement and Performance Evaluations
- Complex problem solving
- Performance Coaching
- Emergency Response
- Team Building
- Staff Management
- Process Improvement
- Employee Development
References
Rebecca Laister
Service Manager
Services Australia Child Support
0400128419
rebecca.laister@servicesaustralia.gov.au
Natasha Passmore
Service Support Manager
Services Australia Child Support
0422636358
natasha.passmore@servicesaustralia.gov.au
Clare Moran
Program Support Manager
Services Australia Child Support
clare.moran@servicesaustralia.gov.au
Timeline
Team Leader
Services Australia
11.2021 - Current
Service Support Officer
Services Australia
05.2017 - 11.2021
Service Officer
Services Australia
08.2016 - Current
Property Manager
Mr Reality
01.2011 - 08.2016
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