Natalie Gardner Email & Phone Number

Sydney, Nsw, Au

Leading a team of 6 x APS 4 complex case decision makers

Acting as assistant manager of a globally centralised caseload, managing a team of 20 staff (including APS 3, APS 4 & APS 5 officers)

Managing up to 5 APS4 staff and providing assistance to up to 16 staff in the unit.• Providing ongoing feedback, performance management, and managing a daily roster.• Investigating, understanding, and applying policy and legislation efficiently.• Handling and resolving complaints and investigating complaints within a timely manner.• Reporting and escalating complaints to senior management when appropriate. • Identifying high-risk cases and alerting senior management and… Show more Managing up to 5 APS4 staff and providing assistance to up to 16 staff in the unit.• Providing ongoing feedback, performance management, and managing a daily roster.• Investigating, understanding, and applying policy and legislation efficiently.• Handling and resolving complaints and investigating complaints within a timely manner.• Reporting and escalating complaints to senior management when appropriate. • Identifying high-risk cases and alerting senior management and relevant internalstakeholders.• Writing decision records, and composing complex decisions.• Revising and approving APS4 complex decision records to ensure correct legislation, policy, format, wording, and punctuation is used prior to informing external stakeholders.• Managing escalated complaints, sensitive and urgent cases. Show less

• Managing up to 10 APS3 staff for a Global Centralised Caseload.• Providing ongoing feedback, performance management, and managing a daily roster.• Managing competing priorities; managing an individual caseload whilst supervising others• Handling and resolving complaints and investigating complaints within a timely manner.• Reporting and escalating complaints to senior management when required.• Training new staff and upskilling existing staff.• Managing sensitive staff… Show more • Managing up to 10 APS3 staff for a Global Centralised Caseload.• Providing ongoing feedback, performance management, and managing a daily roster.• Managing competing priorities; managing an individual caseload whilst supervising others• Handling and resolving complaints and investigating complaints within a timely manner.• Reporting and escalating complaints to senior management when required.• Training new staff and upskilling existing staff.• Managing sensitive staff issues (both work & personal related)• Preparing and conducting Performance Development Agreements.• Apply innovation initiatives to maximize the benefits of change and contributes to theimprovement in quality and efficiency of services.• Reporting and making recommendations to handle urgent and sensitive cases.• Ensuring staff are adhering to the APS Work Standards and Code of Conduct.• Liaise with internal and external stakeholders on policy, project or operational issues. Show less

I had the opportunity to backfill my superior and act in the APS 5 Team Leader role for the Complex Case Unit where my duties included: Managing up to 5 APS4 staff and providing assistance to up to 12 staff in the unit.• Providing ongoing feedback, performance management, and managing a daily roster.• Investigating, understanding, and applying policy and legislation efficiently.• Handling and resolving complaints and investigating complaints within a timely manner.•… Show more I had the opportunity to backfill my superior and act in the APS 5 Team Leader role for the Complex Case Unit where my duties included: Managing up to 5 APS4 staff and providing assistance to up to 12 staff in the unit.• Providing ongoing feedback, performance management, and managing a daily roster.• Investigating, understanding, and applying policy and legislation efficiently.• Handling and resolving complaints and investigating complaints within a timely manner.• Reporting and escalating complaints to senior management when appropriate. • Identifying high-risk cases and alerting senior management and relevant internalstakeholders.• Writing decision records, and composing complex decisions.• Revising and approving APS4 complex decision records to ensure correct legislation, policy, format, wording, and punctuation is used prior to informing external stakeholders.• Managing escalated complaints, sensitive and urgent cases. Show less

- Utilise policy and legislative frameworks to make informed/lawful/compliant decisions fast track Evidence of Australian Citizenship applications - Exercise a degree of discretion in assessments of applications that are in line with policy. -Escalate complex and sensitive cases or potential conflicts of interest as appropriate to direct supervisor/APS 5/APS 6 or complex team. - Receipt incoming money orders and ensure payments are taken accurately and in a timely manner- Liaise… Show more - Utilise policy and legislative frameworks to make informed/lawful/compliant decisions fast track Evidence of Australian Citizenship applications - Exercise a degree of discretion in assessments of applications that are in line with policy. -Escalate complex and sensitive cases or potential conflicts of interest as appropriate to direct supervisor/APS 5/APS 6 or complex team. - Receipt incoming money orders and ensure payments are taken accurately and in a timely manner- Liaise with internal & external stakeholders via written and verbal communications - Actively taking the initiative to innovate new processing strategies and review existing tools to more effectively achieve individual KPIs and meet business requirements. Show less

Sydney, Australia

BISTRO/CAFÉ: I’ve acquired various customer service and serving skills such as taking orders using POS system, working in a high-pressured environment, working as a team, engaging with customers, cleaning tables at a quick pace and washing dishes. I am also competent in food preparation and food handling. FUNCTIONS/EVENTS: Working in functions, I’ve gained the skills of working in fast-paced environments and working as a team. I’ve gained proper serving etiquette skills and can serve/clear… Show more BISTRO/CAFÉ: I’ve acquired various customer service and serving skills such as taking orders using POS system, working in a high-pressured environment, working as a team, engaging with customers, cleaning tables at a quick pace and washing dishes. I am also competent in food preparation and food handling. FUNCTIONS/EVENTS: Working in functions, I’ve gained the skills of working in fast-paced environments and working as a team. I’ve gained proper serving etiquette skills and can serve/clear quickly and efficiently. I’ve worked in functions from as little as 10 people to large scale events up to 1000 people. I’ve supervised functions on my own and possess respectful and confident leadership qualities Show less

Sydney, Australia

Ticket sales, cleaning of cinemas/bathrooms, customer service, answering phone enquiries, food handling- making hot food for their Eagle Boys section