Tamika Wright
BRISBANE,QLD
Summary
Experienced Services Australia professional with a strong background in customer service, technical peer support, investigations, facilitation and Personalised Services. Experienced in supporting customers experiencing complex circumstances and vulnerability, applying legislation and policy requirements, and using sound judgement to identify appropriate pathways and outcomes. Skilled in building stakeholder relationships, managing challenging interactions, resolving complex matters and adapting communication to individual needs. Demonstrated ability to work collaboratively while taking initiative, managing competing priorities and supporting positive customer and team outcomes.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Personalised Services
Services Australia
Brisbane, QLD
12.2024 - Current
- Manage a caseload of customers requiring additional support due to complex circumstances, vulnerability, behavioural risks and multiple barriers to accessing services.
- Develop an understanding of individual customer circumstances and provide tailored support strategies that promote safety, stability, engagement and positive outcomes.
- Apply relevant legislation, policy, procedures and available evidence when assessing customer circumstances, determining appropriate actions and progressing payment and servicing requirements.
- Exercise initiative, sound judgement and autonomy when managing complex and sensitive matters, identifying risks, resolving issues and escalating appropriately where required.
- Build and maintain productive relationships with internal and external stakeholders, including Community Engagement Officers, housing and welfare services, employment providers, NDIS-related services and community organisations.
- Coordinate referrals and stakeholder support to address broader customer needs, including housing, financial hardship, employment, community engagement and access to essential services.
- Act as a key point of contact for customers subject to Managed Service Plans, including customers who have demonstrated aggressive or inappropriate behaviour or require additional support due to vulnerability.
- Develop and implement strategies to manage behavioural risks, support safe customer engagement and work towards appropriate transitions back to mainstream servicing where circumstances improve.
- Support customers experiencing significant vulnerability by coordinating information and services across multiple stakeholders, including circumstances involving incarceration, mental health services, housing instability and financial hardship.
- Manage challenging and sensitive interactions professionally, using de-escalation and clear communication while considering the safety and wellbeing of customers, colleagues and stakeholders.
- Maintain accurate and timely records and communicate relevant information with stakeholders to support continuity of service, informed decision-making and effective case management.
- Manage competing priorities and complex workloads with limited direction, taking ownership of matters and seeking specialist or stakeholder input when required.
Local Peer Support / Quality Management
Services Australia
Brisbane, QLD
01.2023 - 02.2025
- Provided technical support to Service Officers across general Service Delivery and Emergency Payment claims.
- Interpreted and explained legislation, policy, procedures and approved resources to support accurate and quality decisions.
- Supported staff with complex or unclear enquiries, identifying when further information, clarification or escalation was required.
- Managed escalated customer interactions, explaining decisions clearly and using appropriate de-escalation techniques.
- Provided constructive feedback, guidance and coaching to improve staff capability, confidence and consistency.
Facilitator
Services Australia
Brisbane, QLD
03.2024 - 12.2024
- ● Facilitated training for new Service Delivery staff, building knowledge, confidence and capability across customer service processes.● Explained legislation, policy, procedures, systems and approved resources, adapting communication to different learning needs.● Created a supportive learning environment that encouraged questions, discussion and practical application of knowledge.● Provided constructive feedback and guidance to support staff development and consistent, quality service delivery.● Collaborated with colleagues to ensure training remained aligned with current operational requirements.
Customer Service Delivery - Jobseeker
Services Australia
Brisbane, QLD
02.2021 - 12.2024
- Provided tailored assistance to customers across general and complex enquiries, applying legislation, policy and procedures.
- Adapted communication and service delivery to individual circumstances, including customers experiencing vulnerability or complex barriers.
- Explained obligations, available services and next steps clearly while promoting self-service and customer independence.
- Managed complaints, challenging interactions and inappropriate behaviour using appropriate de-escalation techniques.
- Collaborated with colleagues to resolve issues, clarify processes and achieve quality outcomes for customers.
Tiger Team Investigations
Services Australia
Brisbane, QLD
01.2022 - 01.2023
- Investigated flagged customer records for potential Emergency Payment fraud through research and analysis of customer information.
- Identified patterns and links across records, assessed available evidence and escalated matters where further investigation was required.
- Documented and communicated findings to relevant stakeholders to support informed decisions and fraud prevention.
- Contributed to the development of an Agency-implemented fraud prevention innovation that reduced the risk of potentially fraudulent claims being automatically processed.
Skills
- Complex and vulnerable customer support
- Stakeholder engagement and collaboration
- Legislation, policy and procedural application
- Sound judgement and problem solving
- Customer-focused communication
- Risk identification and management
- De-escalation and managing challenging behaviours
- Investigation and critical analysis
- Training, mentoring and peer support
- Managing competing priorities and complex workloads
Certification
Neuro-Linguistic Programming (NLP) Training & Accreditation
Elizabeth Anne Walker Training | 2026
Agency & Professional Development
- Mandatory Services Australia training and ongoing role-specific learning
- LinkedIn Learning
- Workplace coaching, feedback and peer learning
Accomplishments
- Include awards here
References
References available upon request.
Timeline
Personalised Services
Services Australia
12.2024 - Current
Facilitator
Services Australia
03.2024 - 12.2024
Local Peer Support / Quality Management
Services Australia
01.2023 - 02.2025
Tiger Team Investigations
Services Australia
01.2022 - 01.2023
Customer Service Delivery - Jobseeker
Services Australia
02.2021 - 12.2024