Wayne Glister
Beerburrum,QLD
Summary
Customer-focused professional with over 20 years in the financial sector and public service. Committed in delivering exceptional customer service maintaining high service standards
Flexible approach adapting to changing needs of the business. Reliable,
dependable, and equipped with excellent communication and
organizational skills.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Service Officer - Health Division
Services Australia
Brisbane, QLD
01.2024 - 07.2026
- Managed customer inquiries and resolved issues efficiently in line with the APS Values and First Contact Resolution
- Maintained customer expectations regarding escalation processes if unable to resolve customer query at first point of contact
- Provided guidance on service policies and procedures to customers on a range of services including myGov, Online Services, Medicare Safety Net, Child Dental Benefit Schedule, Australian Organ Donation Register, claims, and enrolling into Medicare both as a new customer arriving into Australia for the first time and newborn enrolments
- Adhered to the APS Values
- Manage workload throughout the day
- Actively participated in team meetings and Daily Standups
- Followed ECAT process with every customer, ensuring any fraudulent attempts to access a customer account are reported quickly and through the relevant systems
Service Officer - Service Delivery
Services Australia
Brisbane CBD, Australia
07.2022 - 07.2023
- Assessed and used judgement to determine customer needs and requirements, resolving customer enquiries and providing information and options.
- Delivered standard core customer services including myGov, Online Services, Basic Card/Income and Enhanced Income Management, and Participation Interviews via telephony and processing.
- Processing medical exemptions to agreed service levels
- Managing workload throughout the day
- Reviewed and verified accuracy of own work to ensure high quality standards.
- Promoted Digital Services to customers, enhancing their access to online resources.
- Adhere accordingly to APS Values
Team Leader
Adecco - Services Australia
Brisbane CBD, Australia
06.2021 - 06.2022
- Completed day to day functions such as return to work conversations, attendance spreadsheets and monitoring adherence to schedules
- Monitor and ensure customer service standards are met by the team
- Gathered, analyzed, and reported feedback from multiple sources to inform team improvements
- Recognized and implemented targeted support for service officers facing behavioral or performance challenges
- Served as liaison between departments to facilitate communication between departments ensuring the correct messages are being passed onto service officers
- Coached and mentored less experienced employees to enhance skill development and team capability
- Ensuring all staff adhere to APS Values
Client Service Manager
Integrated Financial Arrangements Ltd
London, United Kingdom
09.2008 - 01.2017
- Developed and maintained relationships with financial advisor firms in North East of England, Scotland and Northern Ireland, through understanding of their requirements
- Cultivated relationships with financial advisor firms by engaging in regular communication and understanding their needs. to encourage and cultivate successful ongoing relationships with financial advisor firms
- Provided support to financial advisors and their staff in order to develop their understanding of Transact Platform
- Managed a team of 30 personnel across 3 teams addressing Offshore and Onshore Bond queries.
- Provided holiday cover for Departmental Manager of Offshore Bond Department on Isle of Man
- Assisted manager in helping the development of colleagues through coaching and mentoring
- Addressed all client queries through various communication channels to ensure prompt resolution and satisfaction. received by phone, email and letter
- Handled incoming requests efficiently to meet agreed-upon service standards and enhance customer experience. to agreed service levels
- Organized daily tasks by prioritizing workload to ensure timely completion of all responsibilities. throughout the day
- Quality checking own work and work of colleagues
Customer Service Associate
M&G Investment Management Limited
Chelmsford, United Kingdom
08.2004 - 08.2008
- Dealt with incoming calls from Financial Advisors, Advisors, Policy Holders and 3rd parties meeting agreed accuracy and quality standards across a wide range of products and processes
- Resolved concerns with products or services to help with retention
- Contributing member of Pilot Team. Taking an active role in service and improvement incentives and projects as required
- Resolved product and service concerns, contributing to customer retention efforts
- Assisted manager by conducting training and mentoring team members to promote productivity, accuracy and commitment to friendly service
- Contributing member of Pilot Team. Taking active role in service and improvement incentives and projects as required
- Dealt with client data ethically and in accordance with FCA requirements and in line with TCF principles
- Maintained accurate and current customer account data with manual forms processing and digital information updates
Skills
- Customer service excellence
- Effective customer communication
- Attention to detail
- Effective workflow management
- Problem-solving
- Collaboration and teamwork
- Written and verbal communication
- Active listening
- Adaptability and flexibility
- Data confidentiality
Accomplishments
- Through the use of Smart Action Plans, Coaching and Mentoring I was able to work together with my newly inherited team to help raise their Quality of Service KPI in SP12 from 87.1% (36 errors) to 95.6% Quality of Service in SP13 (8 errors) with no reduction in productivity.
- Supervised team of 30 Client Service Managers and 6 Subject Matter Experts for all bond queries.
Certification
CISI Level 3 Award for Introduction to Investments
Skills
- Inter-department collaboration
- Personnel training and development
- Training and mentoring
- Customer Relations
- Complaint resolution
- Exceptional telephone etiquette
- Effective problem solver
- Customer-focused
Timeline
Service Officer - Health Division
Services Australia
01.2024 - 07.2026
Service Officer - Service Delivery
Services Australia
07.2022 - 07.2023
Team Leader
Adecco - Services Australia
06.2021 - 06.2022
Client Service Manager
Integrated Financial Arrangements Ltd
09.2008 - 01.2017
Customer Service Associate
M&G Investment Management Limited
08.2004 - 08.2008