Shelyse Leggott

I commenced employment at Services Australia in October 2016 as an APS2 Service Officer in the Indigenous Apprenticeship Program and graduated to an APS3 Customer Service Officer after successfully comlpeting a certificate 4 in Governement Services

Customer Service Officer

• Worked effectively in fast-paced environments.
• Self-motivated, with a strong sense of personal responsibility.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.

SSO (Service Support Officer)

• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Received direction with a positive attitude and incorporated feedback promptly to improve performance quality.
• Developed strong relationships with management, stakeholders, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.

ISO (Indigenous Service Officer)

• Conducted analysis of community needs and resources to support strategic plans.
• Increased public awareness of organizational initiatives through strategic social media campaigns.
• Served as an organizational liaison between key stakeholders, including government agencies, businesses, schools, nonprofits, and local residents.
• Developed strong partnerships with local organizations, fostering a collaborative approach to community engagement.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.

PSM (Program Support Manager)

• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Improved decision-making processes with accurate data analysis and visualization techniques.
• Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
• Enhanced business efficiency by identifying trends and patterns in complex datasets.
• Leveraged advanced analytics to identify trends, enabling proactive business strategy adjustments.
• Developed, tracked and analyzed variance of key performance measurements.

Team Leader

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Communicated with production team members about quality issues.
• Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
• Managed and motivated employees to be productive and engaged in work.