Tanya Armstead
Bunbury,Australia
Summary
Dedicated customer service professional with over 20 years' experience across retail, finance, and government sectors. Proven ability to manage high-volume customer enquiries whilst maintaining exceptional service standards and efficient call handling times. Experienced in progressing through APS levels (APS3–APS5), demonstrating leadership capability, adaptability, and a commitment to continuous improvement. Skilled in conflict resolution, complex problem-solving, and supporting vulnerable community members with professionalism and empathy.
Overview
31
31
years of professional experience
Work History
APS3 Service Officer
Services Australia
BUNBURY, WA
04.2018 - Current
- Deliver high-quality telephone-based services to customers regarding employment services, participation requirements, and compliance matters
- Manage complex and sensitive enquiries, applying relevant legislation, policy, and guidelines to provide accurate information and resolutions
- Handle difficult and distressed customers with professionalism, utilising de-escalation techniques and trauma-informed approaches
- Consistently achieve low average handling times whilst maintaining high quality assurance scores
- Support team members through peer coaching, knowledge sharing, and informal mentoring
- Process customer updates, record interactions accurately, and ensure data integrity within departmental systems
- Escalate complex cases appropriately and liaise with internal stakeholders to achieve customer outcomes
- Contribute to continuous improvement initiatives within the team
- Centrelink SmartCentre
- Progressed from APS3 to APS5, demonstrating capability and commitment to professional development
- Consistently recognised for high call quality scores and adherence to service standards
- Maintained efficient call handling times whilst delivering comprehensive, empathetic customer service
- Developed expertise in managing challenging conversations and supporting vulnerable customers
- Recognised by peers and supervisors for reliability, knowledge, and collaborative approach
Foreign Exchange Teller
American Express
08.2013 - 10.2017
- Delivered exceptional customer service in foreign currency exchange, consistently upholding American Express's premium service standards
- Independently managed day-to-day branch operations as sole staff member, including reconciliation, banking, and administration
- Established the new Bunbury branch, developing operational procedures and setting up systems
- Trained all new staff members on branch operations, compliance, and customer service expectations
- Conducted investigations and resolved discrepancies in branch reconciliation
- Maintained strong stakeholder relationships with Australia Post liaisons
- Managed orders, clearances, and client correspondence
- Foreign Exchange
Sales Assistant
Nina's Bunbury
07.2012 - 08.2013
- Provided personalised customer service in a boutique retail environment, building strong client relationships
- Designed custom jewellery pieces and prepared quotes, liaising with clients on bespoke orders
- Managed administrative tasks including data entry, filing, billing, and client correspondence
- Created visually appealing merchandise displays to enhance customer experience and drive sales
- Handled banking and cash handling responsibilities
Store Manager / Sales Assistant
Bunbury Furniture Warehouse
03.2009 - 07.2012
- Managed retail store operations, including staff supervision, sales, and customer service
- Oversaw daily administrative tasks, stock management, and floor merchandising
- Developed product knowledge to provide informed recommendations to customers
- Handled cash transactions and end-of-day reconciliation
Manager / Administration
Kashmart Kalgoorlie
11.1994 - 09.2008
- Managed retail outlet operations for Telstra and Vodafone mobile products, Western Union money transfers, and Audiocom car audio equipment
- Administered AGC finance contracts, including customer assessments and documentation
- Supervised staff and coordinated daily operations across multiple service lines
- Built long-term customer relationships in a regional community setting
Education
TEE -
John Paul College
Kalgoorlie, WA11.1994
Secondary Education -
John Wollaston Anglican School
Perth, WA05.1992
Skills
- Customer Service
- Policy application
- Data integrity
- Administrative
- Conflict resolution & de-escalation
- Government databases & CRM systems
- Data entry & records management
- High-volume call handling
- Branch reconciliation
- Vulnerable customer support
- Point-of-sale systems
- Correspondence & documentation
- Quality assurance standards
- Team collaboration
- Multicultural sensitivity
- Process compliance
Drivers Licence
WA, C
Training And Development
- Retail Merchandising
- Customer Sales and Service
- Small Business Management
- Personal Finance Training and Provision
- Telecommunication Contracts
- Graff Retail Training
- American Express Sales, Customer Service and Administration Practices
- Services Australia based training
References
References available upon request.
Timeline
APS3 Service Officer
Services Australia
04.2018 - Current
Foreign Exchange Teller
American Express
08.2013 - 10.2017
Sales Assistant
Nina's Bunbury
07.2012 - 08.2013
Store Manager / Sales Assistant
Bunbury Furniture Warehouse
03.2009 - 07.2012
Manager / Administration
Kashmart Kalgoorlie
11.1994 - 09.2008
TEE -
John Paul College
Secondary Education -
John Wollaston Anglican School