Kaye Cardin Email & Phone Number

As Senior Customer Service Officer I prepared and maintained library rosters, including induction programs for onboarding staff. I responded to escalated customer service issues and provided support to customer facing staff. I developed and maintained training documents and undertook process mapping of core procedures. I have participated in and led recruitment for a range of staff with large candidate pools. I implemented and modified existing systems to streamline workflows anddeliver an improved service to customers. I led the development and review of policies,procedures and operations that guide staff interactions, decisionsand behavior and provided training to new and existing staff. I created ongoing and ad hoc reports from data in the Spydus Library Management System and other library systems. I have played a key role in multiple upgrades of the library management system undertaking testing and training, documenting and communicating changes to library staff.In addition to this I provided the community with knowledgable and proactive customer service to meet the needs and expectations of the library community.

In this role I worked on all stages of the tender process for the procurement of the Library Management System. I identified and documented required functionality of the library management system through consultation with internal and external stakeholders. Working with subject matter experts from other council departments, I ensured the tender process complied with council's social and sustainable procurement requirements. I collated information and completed documentation to support the evaluation of tender submissions. I implemented a scoring protocol which ensured tenders were compared fairly and equitably while also reducing the workload of the evaluation panel by focusing their efforts on the areas of difference between the vendors and areas requiring clarification. I contributed to and completed a range of documentation in support of the tender process.

In this temporary role I provided ongoing management and support to a team of 10 staff. I participated in and led recruitment for a range of staff and ensured they were appropriately onboarded.I managed procurement and invoice approval for materials within thescope and delegation of the role. I lead the implementation and training of new policy, customercomplaints, rostering and other tasks. I supported the delivery of industry leading customer servicethrough the implementation of effective customer service policies, procedures, standards and operations. I worked with the library leadership team to ensure the needs ofthe customers were met while maintaining the vision of the libraryservice and the City of Darebin. I developed and maintained a high level of knowledge in theservices and products provided by Darebin Libraries to empower, lead and coach staff to provide excellent customer service.

Maintained and updated resource material for frontline Customer Service staff and Call Centre staff. Responded to escalated resident complaints and feedback Confirmed daily balancing of registers and provided support in identifying reasons for discrepancies. Ensured clear communication of issues and changes between council departments and Customer Service Officers. Undertook Rostering and fulfilled administrative requirements such as processing payroll. As a leader of the Customer Service Team, I contributed to service review processes, service charter, business plans, key performance indicators, service level agreements, and continuous improvement plans.

Graduate Certificate Of Business Management

Bachelor Of Arts - Ba, Humanities/Humanistic Studies