As Team Leader, I was responsible for leading the development and administration of the Victorian Homebuyer Fund’s operational function.In this position I:• Oversaw the successful launch of the Victorian Homebuyer Fund (VHF) in October 2021 and the approval of 3,700+ Victorian households to participate in the VHF scheme• Managed the operationalisation of the VHF program’s administration, from design to implementation, including setting an operating structure, development of business processes, creation of a knowledge management framework and project management of activities across various workstreams and stakeholders• Recruited, onboarded and line managed a large group of 16 team members• Managed the transition of the SRO’s administration from a project to business-as-usual, ensuring optimisation of operational resources to meet service and performance goals• Contributed to the business case for scheme expansion resulting in funding growth to $1.6B• Contributed to the operational onboarding of several financial institutions to the VHF panel of financiers, including Commonwealth Bank Australia, Bendigo Bank, Bank Australia and Indigenous Business Australia• Supported the delivery and operational integration of a large-scale Salesforce system development project

Imperial College London is a world-class university focused exclusively on science, engineering, medicine, and business. Imperial College London is consistently ranked amongst the top 10 best universities in the world.As the Senior External Returns Officer, I am jointly responsible for managing the College’s annual student data returns. I also provide reporting and analysis on student record data to support management and departmental decision making, as well and freedom of information responses.In this position I:• Delivered the 2019/20 student record on time, ensuring compliance with statutory requirements of the Higher Education Statistics Agency and Office for Students • Conducted a review and restructure of the student record annual delivery documentation• Supported the College’s transition to a new student information management system in my capacity as subject matter expert

As one of Victoria’s key Government agencies, the State Revenue Office Victoria (SRO) is responsible for administering Victoria’s state taxation legislation, collecting taxes, and providing contemporary revenue management services to customers.As the Senior Project Officer, I was responsible for driving project, stakeholder engagement and change management activities for the SRO's Land Tax Digital Transformation Program. In this position I:• Connected the SRO to the Federal Government’s myGov Portal in my capacity as senior user (business authority)• Developed an authentication standard that was adopted for use with SRO’s online services• Coordinated governance arrangements for the SRO’s Digital Transformation Program• Represented the SRO at external government forums, ensuring strategic alignment of SRO’s interests with wider government policiesKey responsibilities:• Undertake research into opportunities and risks in the SRO’s internal and external environment and develop strategic responses• Coordinate stakeholder consultation and input to broker solutions to meet corporate objectives• Regularly provide high level expert advice to senior management (written and verbal) on project and strategic business issues, options, and risks• Establish and maintain effective working relationships with internal and external stakeholders• Identify and manage risks and issues affecting the successful delivery of corporate initiatives and business changes• Coordinate change management activities for affected business areas• Lead and mentor project team members through project activities

As the Operations Planning & Analysis Officer, my role was to support the administration and delivery of effective and efficient customer service through project coordination activities as well as the provision of accurate high level revenue, customer and business performance analysis.In this position I:• Delivered several annual land tax assessment cycles, with assessment notices issued to 330,000 customers and revenue collected exceeding $2.6 billion in 2017• Implemented numerous legislative initiatives and changes to operational processes• Chaired the land tax planning group comprised of executive members, senior managers, and specialists from across the organisation• Completed a review of operational management reporting• Conducted operational productivity reporting as well as workforce planning for up to 200 staff monthlyKey responsibilities:• Plan and coordinate various projects including assessment cycles for land tax, congestion levy, liquor licensing and livestock duties• Perform analysis and provide high level detailed advice verbally or as briefs and reports for various audiences including senior management• Develop and manage relationships with internal and external stakeholders• Contribute to the ongoing review, improvement and development of policy, procedures, systems, and work practices within the Operations Division• Conduct reporting and analysis on service level performance at corporate and divisional levels

As a Senior Customer Service Officer my primary duty was to provide exemplary customer service to taxpayers, their representatives and the Victorian public.I worked within the Customer Contact Centre and Land Revenue Branch.

The position primarily involved case management of escalated customer complaints and complex queries for GM Holden Ltd