Experience

The Hills Shire Council

• Australia
• Government Administration
• 200 - 300 Employee

• Manager - Customer Services & Venues

  • Dec 2022 - Present

  The purpose of this position is to have full responsibility for a team of 40.76 FTE and $6.5 million budget delivering two principal activities for Council - Customer Services (including application lodgement and records management) and Community Facilities Hire (including cemeteries, recreational and major performance venues). Duties include: ⦁ Manage the customer service interface for resident contact including application lodgement and records management through face to face, telephone, mail room and electronic environments, and provide management reporting on trends and key issues. ⦁ Fulfilling the role of Senior Responsible Officer as defined by the State Records Act 1998 (NSW).⦁ Manage the customer service needs of all community hireable venues ensuring they are fit for purpose, operating procedures and processes are current and in accordance with the adopted fees and charges including debtor management. ⦁ Manage and operate the Council cemeteries in accordance with the Cemeteries & Crematoria Act 2013 (NSW). ⦁ Manage sporting club relationships and operate all Council sporting fields and club allocations in accordance with the adopted fees and charges and plans of management Show less

• Principal Coordinator - Customer Services

  • Apr 2020 - Dec 2022

  Strategic leadership and management of a team of 29.67 FTE and $2.8 million budget. Duties included: * managing the effective and efficient delivery of customer service, application lodgement and records management through face to face, telephone, mail room, and electronic environments; * fulfilling the role of Senior Responsible Officer as defined by the State Records Act 1998 (NSW); * developing & implementing strategies, policies & operational practices to ensure legislative obligations and organisational objectives for customer service, records management and lodgement of Development Applications; and* temporary line manager for Venues Booking Team, ensuring effective utilisation of Council`s Community Centres and Sporting Facilities to meet customer needs. Show less

• Team Leader - Business Information

  • Sep 2015 - Apr 2020

  Duties included coordinating the Council's information management & records services, supervise mail processing, management of “Knowledge Vault” using Microsoft Sharepoint, KPI reporting, complaints handling, staff recruitment/development, accounts payable, project work, and administrative duties.

• Interim Coordinator - Customer Service

  • Dec 2019 - Jan 2020

  This position is responsible for the effective and efficient management of customer service, application lodgement and records management through face to face, telephone, mail room and electronic environments: advocating on behalf of the customer and delivering value for money to Council.

• Team Leader - Contact Centre

  • Oct 2014 - Sep 2015

  Duties included overseeing the operations of a high volume local government call centre and Customer Service Centre, managing a daily team of 20 employees, management of “Knowledge Vault” using Microsoft Sharepoint, KPI reporting, complaints handling, staff recruitment and development, cash handling, project work, and administrative duties.

• Senior Customer Service Officer

  • May 2012 - Oct 2014

  Duties included overseeing the day to day operations of a branch library, reference & circulation work, collection development, outreach programs, seminars, cataloguing, acquisitions, Customer Experience Survey Project, Home Library Service Selector, technology support, cash handling and Council transactions.

• Temporary Group Support - Maintenance Services

  • Sep 2013 - Oct 2013

  Duties included maintenance of NSW Companion Animal Register, updates of Compliance “knowledge vault scripts” for Customer Service Group, responding to customer telephone and e-mail requests, maintain group’s ECM task list, allocating work to Compliance Ward Officers, initial assessment of insurance claim requests, and general administrative duties.

• Customer Service Officer

  • Nov 2008 - May 2012

  Duties included reference & circulation work, collection development, shift supervisor, coordinator of Branch Casual Shelving staff, coordination and delivery of outreach programs, accessioning new items, cash handling, lodging customer service requests, and processing Council transactions.

• Casual Student Shelver

  • Jun 2005 - Nov 2008

  Duties included shelving, customer service, returns, processing of audio-visual materials, and assisting with the Home Library Service.



NSW State Archives

• Australia
• Information Services
• 1 - 100 Employee

• Practicum Student

  • Jun 2018 - Jun 2018

  Primarily based with the Government Recordkeeping Team. Reviewed information products for Local Government recordkeepers, provided recommendations for potential consolidation opportunities of functions in GA39, authored a discussion piece for the Future Proof initiative, and assisted with formulation of advice and guidelines. Primarily based with the Government Recordkeeping Team. Reviewed information products for Local Government recordkeepers, provided recommendations for potential consolidation opportunities of functions in GA39, authored a discussion piece for the Future Proof initiative, and assisted with formulation of advice and guidelines.



The University of Notre Dame Australia

• Australia
• Higher Education
• 700 & Above Employee

• Casual Library Officer

  • Feb 2009 - Jan 2013

  Duties included weekend shift supervisor, customer service, circulation work, reference enquiries, original and copy cataloguing, updating holdings on Libraries Australia, cash handling, ordering and accessioning monographs, and metadata cleanup. Duties included weekend shift supervisor, customer service, circulation work, reference enquiries, original and copy cataloguing, updating holdings on Libraries Australia, cash handling, ordering and accessioning monographs, and metadata cleanup.



The University of Notre Dame Australia

• Australia
• Higher Education
• 700 & Above Employee

• Industry Placement Student

  • Aug 2008 - Nov 2008

  Duties included customer service, circulation work, shelving, collection maintenance, cataloguing, updating holdings on Libraries Australia, processing monographs, generating purchase orders/requests, clerical work, assisting with Inter-Library Loans, and assisting customers to access their information needs. Duties included customer service, circulation work, shelving, collection maintenance, cataloguing, updating holdings on Libraries Australia, processing monographs, generating purchase orders/requests, clerical work, assisting with Inter-Library Loans, and assisting customers to access their information needs.



Board of Studies, Teaching and Educational Standards now the NSW Education Standards Authority

• Australia
• Education Administration Programs
• 100 - 200 Employee

• Industry Placement Student

  • May 2008 - Jun 2008

  Duties included collection maintenance, shelving, accessioning items, customer service, cataloguing, basic clerical work, assisting with Inter-Library Loans, and assisting customers to access their information needs. Duties included collection maintenance, shelving, accessioning items, customer service, cataloguing, basic clerical work, assisting with Inter-Library Loans, and assisting customers to access their information needs.