Experience

Dreamworld and SkyPoint

• Australia
• Hospitality
• 200 - 300 Employee

• Workforce Scheduler

  • Dec 2021 - Present



Cowan Restoration Group

• Australia
• Insurance
• 1 - 100 Employee

• Scheduling Co-ordinator

  • Feb 2021 - May 2021

  o Co-ordinated, assigned, and scheduled restoration technicians, ensuring both client and technician satisfaction while achieving key performance indicators.o Analysed post codes and job scope of works to efficiently map and resource service jobs to ensure cost efficiency.o Accepted and scheduled client bookings with accuracy and in a timely manner.o Established and maintained effective relationships with all stakeholders, customers, and co-workers.o Rapidly responded to reschedule cover of unplanned staff availability.o Juggling multiple rosters and tasks at a time.o Worked well autonomously and as part of a team.o Exercising problem-solving, negotiation, conflict resolution skills and time management skills, taking initiative to ensure customer satisfaction.o Monitored job progress and pro-actively responded to any issues that arose.o Assigned and managed sub-contractors including Labour hire, skip bins, scaffolding, furniture restorers, electricians, house cleaners etc.o Created purchase requests and purchase orders in Ops Manager.o Processed daily work in progress (WIPs) and communication logs on all jobs keeping within KPI targets.o Performed data entry with timeliness and accuracy and demonstrate a high attention to detail to meet expectations of management, insurance companies, clients, and customers.o Kept all insurance portals (Endata, Opus, Ambrose portals) updated with booking dates/times of jobs, meeting KPI's.o Completed general administrative tasks as required.



Centacare Brisbane

• Australia
• Non-profit Organization Management
• 300 - 400 Employee

• Rostering Officer

  • Nov 2020 - Feb 2021

  o Worked collaboratively with the program manager, team, and other stakeholders.o Ensured understanding of and compliance with all policies and processes relevant to role.o Ensured all shifts were rostered to meet services required in a timely, responsive, and accurate manner, as well as being cost effective.o Responded to staff and service changes to ensure continuity of services in a timely manner.o Matched service requests to client assessed needs.o Coordinated monthly rosters to ensure adequate staffing levels.o Took a partnership approach, working from service sites to work alongside service staff.o Used Traccs to roster client service, enter planned and unplanned leave, allocate staff master and adhoc rosters and replacement staff.o Delivered high quality first point of contact customer service to all clients and staff.o Building strong and enduring partnership.o Worked autonomously and as part of a team to troubleshoot and develop rostering solutions for clients.



RACQ

• Australia
• Financial Services
• 700 & Above Employee

• Resource Scheduler

  • Jul 2016 - Nov 2020

  o Ensured optimal scheduling of resources to assist Stakeholders to achieve service level benchmarks.o Produced and maintained schedules to support a best practice workforce planning framework.o Identified and implemented of continuous improvement opportunities for resource planning process.o Managed relationships and interactions between workforce planning team and stakeholders to support optimal operational efficiencies.o Participated in rotation of portfolios between peers to ensure business continuity.o Provided support to Team Manager in understanding and mapping current processes.o Maintained of workforce management system including data entry, scheduling parameter and scenario maintenance.o Built and maintained of workforce management roster rotations.o Provided user management and general product capability knowledge to the business.o Participated in ad-hoc scheduling creation and analyses for the business.o Built, scheduled and maintained of Interactive Insights reporting tool.o Identified and fulfilled compliance obligations and reported breaches to management as encountered.o Drove efficiency of operations through coaching and development of team managers and other colleagues.o Supported/Relieved workforce team – Workforce Planner and Real Time Analyst roles.o Monitored, communicated, and tracked half-hourly service levels and other contact centre metrics and tracking, analysing data using Aspect WFM.o Ensured accurate tracking of off-phone activities and worked with management teams to optimise scheduling of appropriate times for off-phone activities.o Monitored to ensure correct staffing levels for blended phone and processing tasks and liaised with management team to advise best practice to optimise results.

• Business Support Analyst

  • Jan 2000 - Jul 2016

  o Utilised extensive business knowledge to successfully analyse project business requirements.o Cultivated and maintained a variety of professional relationships with internal and external stakeholders to the business.o Provided business insights and professional analytics, to improve service delivery and business performance.o Completed of an array of ad hoc reporting tasks to support business operation.o Collaborated with team leaders and management, ensuring design reporting met unique operational needs. o Drove efficiency of teams and individuals through coaching and development of relief team members and other colleagues to assist with reporting and analysis when required.o Utilised industry expertise and understanding to provide a variety of analysis and support to the organisation, including provision of variety of metrics, including supporting shrinkage targets and providing actionable data towards development of departments workforce planning strategy.o Provided and maintained general workforce planning capability knowledge within the department, whilst remaining compliant with internal Code of Conduct and other legislative requirements.o Consistently supported team members, ensuring a best practice setting, providing a high standard of professionalism and respect when interacting with colleagues.o Managed relationships and interactions with key stakeholders and colleagues to support optimal operational efficiencies and to reach business outcomes.o Relieved as Workforce Planner and Relief Real Time Analyst.

• Customer Service Officer Level 3

  • 2004 - 2005

  o Provision of excellent and continued customer service, placing true value in the creation of memorable experiences that result in customer satisfaction.o Worked closely in a collaborative setting with team leaders and management, ensuring reporting design met operational requirements.o Initiative approach to the role, driving ongoing outcomes through finding solutions to known and new problems.o Utilised industry knowledge and expertise to provide professional management of industry related tools and technology, including eWorkforce Management.o Displayed competent and continual knowledge of business requirements, identifying trends in call statistics to management.o Completed an array of administrative requirements, including monitoring time sheets and forwarding to appropriate departments.o Built collaborative relationships with all levels of business.

• Customer Service Team Lead

  • 2001 - 2004

• Customer Service Officer

  • 2000 - 2001



VACC Insurance

• Insurance Claims Officer

  • 1995 - 1999