Dedicated to ensuring communities stay informed and safe for emergencies, by producing timely, tailored, and relevant emergency information, through the VicEmergency platform.Based at Victoria’s State Control Centre (SCC), I have recently participated in high-impact events, including prolonged flooding events (October 2022 and January 2024 Victorian floods), multi-day fire events, severe heatwaves, and severe weather events.Key contributions- Warnings Issuance: Proficiently issue warnings at all levels for major hazards in Victoria for VicEmergency (EM-COP), including the Emergency Alert (EA) system.- Interagency and Government Coordination: Confidently collaborate with agencies, government departments, and functions within the State Control Centre to validate intelligence and support a coordinated response effort.- Quality Control and Compliance: Demonstrated expertise in interpreting and adhering to established business rules, policies, and guidelines, ensuring rigorous quality control for internally and externally issued warnings at VicEmergency. - Media Communication: Effectively communicate approved information and critical key messages to the media and spokespersons during emergency events, facilitating timely and accurate public updates. - Operational Consistency and Preparedness: Successfully meet the operational requirements of the Public Information Section within the SCC, ensuring readiness for seasonal and emerging emergency scenarios.- Strategic Social Media Management: Produced engaging and accessible preparedness content across social media platforms during both activated and BAU periods, promoting public readiness and response for emergencies.

During my secondment, I contributed to operational lessons and evaluation activities (monitoring, debriefing, and reviewing) before, during, and after emergencies, including collaborating on the implementation of learnings to drive change and improvement within the State Control Centre. Notably, I assisted the team with a review of the 2023/24 High-Risk Weather Season insights and provided subject matter expertise for the Public Information end-of-season debrief.

Deliver high-level support for Swinburne Online students throughout their course of study, providing academic advice, technical or administrative assistance, and emotional support. Contributions include:- Complex Problem Solving: Successfully resolved intricate administrative issues, leveraging subject-matter expertise in academic and government policies, as well as comprehensive knowledge of TAFE, undergraduate, and post-graduate inclusions and requirements, as well as academic integrity guidelines. - Enhanced Student Support: Elevated the quality of information delivered to students by spearheading targeted training programs. Managed two vital portfolios, namely academic fees and academic support (covering academic writing and academic integrity), which greatly enhanced overall student support. - Process Optimization: Contributed significantly to productivity enhancements by actively participating in optimization projects focused on improving the overall student experience and streamlining internal processes. - Inclusive Support Approach: Adapted a supportive approach that resonated with students from diverse cultural and socio-economic backgrounds. Skillfully engaged with individuals with varying financial, mental, and learning capabilities, demonstrating exceptional social awareness and emotional intelligence.

Managed product training, customer service, and provided critical support across 13 Victorian stores and 130+ staff for Flight Centre’s youth travel brand ‘Universal Traveller’. Contributions included:- Crisis Management: Skillfully resolved diverse travel-related challenges, applying a triage approach to assess and advise based on safety, complexity, and cost. This included navigating issues related to government and political instability, disasters, and personal health emergencies. Notably, played a pivotal role in the development and execution of COVID-19 repatriation plans. - Data-Driven Decision Making: Delivered actionable insights to senior leadership by proficiently analyzing performance dashboards in Power BI and developing comprehensive sales and productivity reports. - Risk Mitigation: Successfully reduced write-offs to 2% by developing effective risk reduction strategies. This involved identifying risk reduction opportunities, implementing targeted solutions, and providing coaching and guidance to 130 staff members across the state. - Training and Development: Elevated competencies among 50 new staff and leadership teams through the facilitation of both regular and ad hoc training programs. Topics covered advanced technical airline system operations, creative logistical problem-solving, and business development skills. - Adaptation to Changing Conditions: Strengthened the organization's ability to adapt to evolving COVID-19 conditions by sourcing, interpreting, and reporting on relevant requirements. This encompassed staying up-to-date with government regulations, policies, and stakeholder procedures.

Supervised team and business performance, with extensive support in training and development and customer service. Contributions included:- Boosted Team Performance: Scaled the team from 4 to 11 employees and developed expertise in the airline industry and market, resulting in a team that consistently outperformed other stores in profit, TTV, and resolved inquiries. - Stimulated Business Development: Successfully initiated and implemented strategic initiatives, such as UFC and community soccer partnerships, to establish, build, and expand a robust client pipeline, driving business growth. - Novice Mentorship Program: Trained 7 new consultants on business development, systems, and destination knowledge as part of the Novice Mentorship program, elevating collective skills and knowledge to a competitive level. - Enhanced Customer Service Delivery: Improved customer service by creating travel itineraries tailored to customer requirements, effectively managing constraints, and informing customers about policies and procedures to prioritise safety and satisfaction.