• Manage all operational functions including; administration, bookkeeping, payroll, hr, compliance and marketing.• Manage business bank accounts via Xero software including; accounts payable, accounts receivable, GST, tax planning and preparation.• Increased annual revenue by 65% over 2 years (2020-22) through strategic business development and establishment of business processes and procedures.• During Covid I took this opportunity to set-up and work in our family business, now that it is established I am returning to the workforce.

• Project Management responsibility for the Customer Service Improvement Program, incorporating three VCAT business priority projects targeted at delivering more streamlined, integrated and consistent customer services.• Sole responsibility for delivering one of the three projects; Customer Service Framework.• Managed program budget planning and monthly expenditure.• Developed and maintained effective program management arrangements including program governance and high-level documentation to ensure successful program delivery.• Managed staffing resources and work prioritisation tasks associated with successful program delivery.• Ensured appropriate secretariat services for senior committees and project control groups.Key achievements• Managed and coordinated a Tribunal wide customer survey across 30 venues. Resulted in; the Tribunal was able to measure satisfaction with services, set a performance target, and develop an understanding of the diversity of its customers. • Managed the procurement of a Knowledge Management System.

• Managed extensive planning, budget, staffing resources and work prioritisation tasks associated with the successful delivery of jurisdiction projects. • Provided leadership and strategic advice and guidance to the project team members (9 staff).• Coached staff and ensured project management capability across CSV, including consistent application of project management methodology, and assisting in the identification and resolution of project management issues.Key achievements• Negotiated, developed and managed partnerships and commercial agreements with key stakeholders to create mutually beneficial partnerships essential to the success of CSV managed projects. Resulted in; successfully re-negotiated contract for in-court support services.• Led a project to review a highly complex court program addressing systemic issues, reviewing the service delivery model to identify innovative approaches to service delivery.

• Responsible for Youth Services, Training Services and Disability Employment Services Divisions and a member of the senior executive team, worked with the board to set and implement the Strategic Directions for the organisation (2013-2018).• Controlled and co-ordinated the services detailed in the strategic plan and developed and maintained effective liaisons with clients and Government Departments to ensure customer service needs and expectations were met. Key achievements• Rolled out a communications plan across the Disability Employment Services team (40 staff). Resulted in; all staff were clear on their daily/weekly/monthly/quarterly targets and focused on their performance targets, enabling us to deal with underperformance promptly.• Maximised opportunities to work collaboratively sharing staff (63 staff), resources, and activities across programs and eight sites.

• Responsible for the Corporate Services functions and a member of the senior executive team, worked with the board to set and implement the Strategic Directions for the organisation (2013-2018).• Provided leadership and direction to the Corporate Services functions (20 staff); Finance, HR, IT, Quality, Administration, Facilities, Marketing and Public Relations.• Deputised for the CEO.Key achievements• Joined the organisation at a turbulent time in terms of its financial performance. Resulted in; the completion of the late year end accounts, replaced the Finance Manager, worked closely with the external auditors, and presented audited accounts to the board of directors for sign off.• Managed the relationship with outsourced service providers to improve the quality of services provided and re-negotiated their T&C’s to maximise the value to WCIG e.g. IT support, Telstra.

• Investigated and resolved complaints in relation to insurance, focussed on process efficiency and delivery of outstanding customer service whilst delivering against challenging productivity targets. • As part of a new Quality Control team, played a key role in establishing the team, its processes and procedures, and established and implemented a competency-based audit model.

• Responsible for P&L and management of the Organisational Shared Services functions. As part of the Chief Executive Team worked with the board and other key stakeholders in the on-going development and effective implementation of the strategic plan.• Provided leadership to and management of the Organisational Services functions (40 staff); IT, HR, Fundraising, Communications, Asset Management and Administration.

• Responsible for Peninsula (Ireland) and a multi-functional team (20 staff); Tele-Sales, Employment Law Consultants and Administration.• Led a program of significant change due to a new management structure, the analysis of business activities, and the subsequent re-engineering of work processes.