Robert Parker Email & Phone Number

• Led enterprise CX initiatives at Glen Eira City Council, overseeing Customer Experience Framework implementation and Voice of Customer program.
• Managed a team of 22.8FTE in the Contact Centre, enhancing phone, digital, and front counter services.
• Provided leadership to Facility Services Officers, ensuring quality customer experience at venues and bookable spaces.

- As Municipal Emergency Management Officer at Glen Eira City Council, I verified program budgets, overseeing implementation of emergency services response and transition to relief and recovery.- Developed Council's Emergency Management team to be prepared for municipal emergencies and strengthened relationships with emergency services.

As the Manager Customer Service and Councillor Business I lead Customer Experience and Council business for Glen Eira providing leadership.- I set the strategic direction for the business unit transforming operations in the Council governance and customer operations space. - Responsible for customer experience and community satisfaction.- Lead the.

Caulfield, Victoria, Australia

- As Coordinator Parking & Safety at Glen Eira City Council, I conducted business analysis and analysed business operations to find out areas for improvement.I also prepared reports with problem statements and solutions along with an implementation plan to be presented to senior management.Key Achievements:-- I conducted a comprehensive service review of.

- Glen Eira City Council's Municipal Recovery Manager (MRM) throughout the COVID-19 pandemic. Leading relief and recovery for community while ensuring Council's obligations for non-COVID related emergencies.- I coordinated a successful quality assurance of our Municipal Emergency Management Plan in 2020 working with emergency services to ensure the audit.

• Responsible for reviewing parking infringements as an authorised representative of Council and ensuring all reviews are conducted in accordance with the Victorian Infringements Act 2006. The key responsibilities.
• Reviewing parking infringements in accordance with the Victorian Infringements Act 2006.
• Addressing community concerns about parking enforcement matters and handling complaints.
• Monitor Council’s parking meters ensuring performance and liaising with Council’s contractors for any necessary maintenance.
• Working with the Co-ordinator of Parking & Safety for any special projects. Most notably working with affected residents of the 2017 ‘The Block’ on Regent Street.