Tara Evans
Sheidow Park,SA
Summary
I am a very organised and dependable individual, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to assist the team and always looking for my next challenge. I am hardworking and passionate and am ready to help my team achieve any required goals. I am a Detail-oriented team player with a strong ability to prioritize tasks appropriately and simultaneously with a high degree of accuracy.
I am confident at leading and developing teams to the next level and continually building relationships to enable myself to engage with a diverse group of people.
Overview
13
13
years of professional experience
Work History
Quality Development Officer
Services Australia
01.2023 - Current
- Assist in the devleopment of risk based projects and strategies through undertaking research and analysis activities and contributing reports on project milestones
- Assist with the assessment of complex cases and exercise delegations to make appropriate determinations of referrals
- Identify learning and development needs of staff and develop and deliver training materials
- Perform quality assurance functions and approve work of the team
- Maintain working relationships with internal and external stakeholders
- Provide assistance and support to lower level staff through mentoring, development opportunities and monitoring performance
- provide extraction and analysis of information to inform investigative reports of potential fraud cases
- Provide specialist advice and expertise to staff pertaining to debts, investigation processes, guidelines, legislative interpretation and prosecution preparation
Team Leader
Service Australia
08.2023 - 11.2023
- Manage the operations of the team including setting work priorities and managing resources and workflow
- Lead, manage and support staff including managing performance, attendance and health and wellbeing
- Develop staff capability through coaching, training and work with the leadership group to identify staff learning and development needs
- Establish and manage relationships with local stakeholders to build service delivery capability, increase the profile of the agency’s services and attend inter-agency meetings and forums to obtain and share information
- Monitor and manage work output and quality against established performance standards through quality analysis and reporting
- Analyse and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to manage overall performance
- Contribute to relevant business and people planning and develop strategies to improve against key performance measures
- Prepare a range of written material including business cases, reports, executive briefs and corporate documentation
Payment Accuracy Review Officer
Services Australia
12.2021 - 01.2023
- Analyse customer data to assess customer entitlements and requirements
- Assess and examine documents from customers, third parties and other sources to assist with making decisions based on legislative parameters
- Complete moderately complex assessments to ensure payments are accurately delivered to customers
- Conduct telephone and/or face-to-face interviews to verify information and data
- Provide advice and education to customers, stakeholders and colleagues on straight forward regulatory and compliance matters
- Raise debts and negotiate suitable recovery arrangements for customers and organisations including processing compensation settlements
- liaise with stakeholders to resolve moderately complex issues and escalate where required
Customer Service Officer
Services Australia
03.2020 - 12.2021
- Coordinate and tailor assistance for customers facing significant disadvantage or multiple barriers. This may include activities such as developing individual support plans or
assisting people to acquire vocational skills to maximise training and employment opportunities - Collaborate with other staff and connect with relevant government or community services to deliver the best service offer for the customer
- Provide customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel, completing simple first contact
resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership groups - Identify opportunities for business and process improvement, offer solutions to the local leadership team and support change
- Resolve routine and non-routine customer complaints, including those received from the
feedback and complaints line, and escalate complex complaints and/or systemic issues - Advise customers on legislation, policy, procedures, payments and services administered by the agency
Club Manager
Revive Fitness Centre
02.2011 - 03.2020
- Recruited, hired, and trained to develop high-performing staff.
- Developed promotional campaigns to attract new customers and increase brand awareness.
- Increased staff performance and engagement via motivational leadership.
- Conducted regular evaluations of staff to drive quality service and customer satisfaction.
- Negotiated contracts with vendors, suppliers and entertainment providers to achieve favorable terms.
- Prepared monthly reports and budgets to track revenue and expenses.
- Scheduled staff shifts to meet business demands and coordinate adequate coverage.
- Monitored cash flow and accounting operations to support accurate record-keeping.
- Raised club traffic and brand reach with innovative online promotions.
- Coordinated with local authorities to verify club compliance with all relevant laws and regulations.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Cultivated strong relationships with customers to build loyalty and repeat business.
- Created and maintained relationships with key investors, partners and clients.
- Implemented policies and procedures to improve club operations and standards.
Education
Certificate 4 - Health And Fitness
Australian Institute of Personal Trainers
Adelaide, SA02.2013
Skills
- Quality Control
- Staff Management
- Networking
- Documentation and Reporting
- Strategic Thinking
- Goals and Performance
- Quality Development of staff
- Leadership
- Build relationships and engage with diverse groups of people
Timeline
Team Leader
Service Australia
08.2023 - 11.2023
Quality Development Officer
Services Australia
01.2023 - Current
Payment Accuracy Review Officer
Services Australia
12.2021 - 01.2023
Customer Service Officer
Services Australia
03.2020 - 12.2021
Club Manager
Revive Fitness Centre
02.2011 - 03.2020
Certificate 4 - Health And Fitness
Australian Institute of Personal Trainers
Similar Profiles
EMMA KEENANEMMA KEENAN
Compensation Recovery Officer at Services AustraliaCompensation Recovery Officer at Services Australia
Tracey BlundellTracey Blundell
APS4 (SO4/LPS), Health Services Delivery Division at Services AustraliaAPS4 (SO4/LPS), Health Services Delivery Division at Services Australia
Kelly DavisKelly Davis
Workforce Manager/Senior Workforce Analyst at Services AustraliaWorkforce Manager/Senior Workforce Analyst at Services Australia