Summary
Overview
Work History
Education
Skills
Timeline
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Vignesh Veeraraghavan

Brisbane,QLD

Summary

I am a current graduate undertaking the National Graduate Program, including phases such as Service Delivery, Corporate and Cross-Government work (which is my current placement). Through leadership development experiences such as Masterclasses and coaching plus mentoring, I aim to maximise applying my graduate skillsets at Services Australia.

Prior to the Graduate Program, I was a professional with extensive management and trainer experience (for 15 years) in performing arts industries, prior to first joining the agency in July, 2022. I also have a nuanced and advanced understanding of issues related to learning and applied sciences in professional practice (applied). Currently I am doing a Master of Applied Linguistics part time (having already completed 90% of course requirements early for 2024, so that now I can completely focus on the Graduate Program).

Overview

17
17
years of professional experience

Work History

ELP Graduate, National Graduate Program 2024

Services Australia
Brisbane, Queensland
02.2024 - Current
  • Applying principles of the Graduate Diploma in Professional Practice (majoring Applied Sciences and Humanities Systems), and experience from the Bachelor of Training and Development, as a current graduate in the National Graduate Program of 2024 (ONGOING).
  • Collaborated with Brisbane's cross-functional team of other graduates and Team Leader during the Service Delivery placement to assist with providing a high quality of customer service, in a fast-paced Surge environment.
  • Maintained up-to-date knowledge of current legislation and operational directives to help with delivering Government services and support for digital enablement in a simple, helpful, respectful and transparent manner.
  • Used excellent time management with a high level of attention to detail, to assist the team in Payroll and Corporate Support in a complex and changing environment, across Corporate Enabling and Cross Government Services.
  • Used a high level of technology usage skills and software tools such as Microsoft Teams and frontline systems like Process Direct, to uphold legislation and leadership directives taking into account real time changes.
  • Applied an understanding of tools like SAP Graphical User Interface and ESSentials systems, to support stakeholders with understanding the Enterprise Agreements and Human Resources / Payroll matters. Examples of service include assisting Department of Veteran Affairs, National Disability Insurance Agency, and Services Australia employees with advice about resolving corporate issues.

Technical Training Facilitator

Services Australia
Brisbane, Queensland
12.2023 - 02.2024
  • Facilitated training for Service Officers and assisted in the understanding of what it means to act in simple, helpful, respectful and transparent manners in customer service environments.
  • Conducted needs assessments to identify learners' gaps in knowledge of the existing training plan of Service Delivery courses. This involved collaborating with the group's Program Support Managers and teams like Deployment Operations, and carefully engaging with trainees and real-time updates to the technical training plan.
  • Co-facilitated the delivery of Phase 5, Phase 9 and Low Income Card training within the Customer Service Delivery Group in Brisbane Smart Centre, for participants in Victoria. This involved maintaining tight deadlines with respect to the agency's national deployment workforce directives, while forming and maintaining positive relationships with stakeholders like local site leaders in Victoria and national groups of Program Support managers.
  • Utilising a high level of software skills in tools like Customer First and Services Australia's SAP Graphical User Interface, to support service officers in solving complex service delivery problems and to maintain daily learning reports in internal systems. This required successfully meeting strict time constraints on a daily basis while following excellent organisational principles, to deal with a high volume of data and communications.
  • Encouraged collaborative problem solving through active listening techniques, in line with national directives for Training and Development.
  • Managed logistics including scheduling, training room bookings, resources and sessions at learners' local sites (using excellent communication with Site Leadership and other national deployment stakeholders).
  • Provided support to training design, via feedback about the learning plan, to identify gaps in knowledge and/or other issues. This, combined with learner surveys on key learning days, assisted with future adult learning plan improvements.

APS 4 Technical Support & Quality, Service Officer

Services Australia
Brisbane, Queensland
12.2022 - 12.2023
  • Assisted local and national Service Delivery teams with complex technical support when using frontline systems, to assist customer queries (Surge Inbound and Processing).
  • Utilised Feedback and Quality review processes to ensure the highest levels of customer activities and solutions. Used detailed feedback functions for possible improvements to Operational Blueprint. Examples include initiating cases for changes to Operational Blueprint based on gaps between legislation and desired outcomes in ICT systems, helping the Operational Blueprint team to apply these changes by supplying escalation evidence.
  • Processed a wide array of Surge calls and payment claims across emergency and Main Business Lines (like Employment Services), regularly dealing with time constraints and high pressure frontline Service Delivery work, successfully.
  • Excellent time management and problem solving skills, going above and beyond to resolve issues across Main Business Lines with leadership approval (i.e. analysing new information in rapidly changing business environments, formulating solutions).
  • Strong teamwork skills shown to help local technical team/s deal with complex problems across a wide range of Customer Service Delivery areas, as a Technical Supervisor. This involved conducting risk and personal safety assessments when assisting vulnerable customers and stakeholders, in line with Australian legislation.
  • Worked across Emergency and Triage areas to address on-demand Service Delivery cases involving vulnerable Australians, for example within the national Customer Response Unit team.

Creative Manager & Researcher

Bharatanatyam (Abhinaya Darpana)
Brisbane, Qld
01.2008 - 06.2022
  • Built and cultivated lasting professional relationships with artistic and heritage stakeholders, like company directors, choreographers and executives.
  • Identified current genre trends and innovations to stay updated and apply research principles to a significant body of knowledge. This was then used to update Training material as required, with high level quality assurance checks.
  • Resolved interpersonal conflicts by listening, finding common ground and building relationships with relevant stakeholders while managing challenges such as project deadlines and creative event schedules.
  • Supervised classes for students aged 5 to 65+, and innovated performance measures by applying high-level business principles (in a Not For Profit and Charity environment, in the context of international economy).
  • Worked successfully with a diverse group of co-workers to accomplish goals and address issues related to our products and services. Examples include marketing management support, legal compliance framework management and regular health and safety reviews.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines for major creative presentations.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery, using applied resources and business management tools in international contexts.
  • Assisted with publishing reference textbooks for the Bharatanatyam genre (as a hobby), for heritage sites such as temples (which manage the primary source materials). This involved analysing psychological principles of the human condition, and Training and Development elements for Child and Adult learning for Bharatanatyam.

Education

Advanced Diploma in Arts (Psychology) - Arts And Sciences

University of New England
Armidale, Nsw
07-2023

Graduate Diploma in Professional Practice - Applied Physicstronics And History Systems

University of New England
Armidale, NSW
12-2020

Bachelor of Training And Development - Training And Development; Education And Business

University of New England
Armidale, Nsw
05.2020

Master of Applied Linguistics (ongoing) -

University of New England
Armidale, NSW

Skills

  • Practical leadership and management skills, from 2008 till 2022, as Creative Manager
  • A high level of multi-tasking proficiency
  • Excellent time management skills
  • Research experience in multiple industries, like Linguistics (from Creative Management) and Government (from Services Australia)
  • Scientific ability to model uncertainties and new information, such as during change
  • Excellent organisational skills (theoretical and practical)
  • Great attention to detail, with capability to organise and process a high volume of data as per competing priorities
  • Excellent Teamwork and Collaboration skills

Timeline

ELP Graduate, National Graduate Program 2024

Services Australia
02.2024 - Current

Technical Training Facilitator

Services Australia
12.2023 - 02.2024

APS 4 Technical Support & Quality, Service Officer

Services Australia
12.2022 - 12.2023

Creative Manager & Researcher

Bharatanatyam (Abhinaya Darpana)
01.2008 - 06.2022

Advanced Diploma in Arts (Psychology) - Arts And Sciences

University of New England

Graduate Diploma in Professional Practice - Applied Physicstronics And History Systems

University of New England

Bachelor of Training And Development - Training And Development; Education And Business

University of New England

Master of Applied Linguistics (ongoing) -

University of New England

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Vignesh Veeraraghavan