CoughlanA - Resume
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Aileen%Coughlan%
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M:%0413%431%106%
E:%aileencoughlan178@yahoo.com%
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EXPERIENCED!ADMINISTRATIVE!OFFICER!AND!TEAM!LEADER!
!IN!A!CUSTOMER!SERVICE!SETTING!
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CAREER%PROFILE%
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I!have!developed!my!customer!relations!and!administration!management!professional!skills!through!a!
number!of!key!roles!within!Essential!Energy,!an!organisation!that!I!was!a!proud!employee!and!
representative!of!for!over!16!years!prior!to!my!resignation!due!to!family!reasons!and!subsequent!
relocation!to!Queensland.%
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Administrative%Officer%/%Team%Leader% Jun%1997%–%Nov%2013%
Essential!Energy,!Port!Macquarie,!NSW!
Essential)Energy)is)a)NSW)Government4owned)corporation,)with)responsibility)for)building,)operating)and)
maintaining)Australia’s)largest)electricity)network)–)delivering)essential)network)services)to)more)than)800,000)
homes)and)businesses)across)95%)of)NSW,)parts)of)southern)Queensland)and)northern)Victoria.)
!
Some%Significant%Achievements%and%Milestones%
! Key)Performance)Indicators)(KPI))Attainment:!Met!or!exceeded!personal!monthly!business!Daily,!
Project!and!Stretch!KPIs!on!a!consistent!basis.!KPIs!included!completion!rates,!accuracy,!timelines,!
percentage!effectiveness,!internal!and!external!feedback!and!more.!
! Team)Leadership:!Facilitation!of!daily!‘preUwork’!team!meetings!to!coordinate!the!efforts!of!a!team!
of!six!people!in!the!Metering!Services!–!Customer!Support!&!Transfers!Department!at!a!tactical!level!
to!achieve!the!overall!Departmental!strategies!in!relation!to!business!performance.!This!initiative!
was!highly!commended!by!the!Executive!management!team!on!the!effectiveness!and!impact!of!
these!meetings!and!the!subsequent!replication!of!same!amongst!other!departments!within!the!
organization!with!the!overall!collective!benefit!of!improved!efficacy!through!collaboration.!
! Innovative)Business)Database)Creation:!Through!firstUhand!experience!and!the!need!to!improve!
operational!efficiency,!I!created!a!Microsoft!(MS)!Access!database!to!replace!the!previous!MS!Excel!
process.!!The!new!database!was!recognised!throughout!the!entire!company!as!providing!greater!
accuracy,!reliability,!integrity!and!functionality!–!reducing!report!generation!time!from!4!hours!to!
less!than!1!hour,!improving!the!ease!for!multiUuser!access!and!provision!of!an!audit!trail.!
!
Areas%of%Expertise%
Supervision)and)Leadership:))
! Facilitation!of!a!workplace!environment!supporting!trust,!respect,!open!communication,!creative!
thinking!and!cohesive!team!effort.!!
! Driving!the!successful!execution!and!attainment!of!business!strategies!through!the!promotion!of!
individual!strengths!working!collaboratively!to!synthesize!desired!end!results.!!
! Promoting!clarity!in!awareness!and!understanding!between!team!members!regarding!clients’!needs!
and!ensuring!same!are!addressed!as!critical!areas!of!service!within!their!individual!sphere!of!
responsibility.!!
! Leading!from!the!front!and!delegating!with!reasonable!care!and!consideration!based!on!bestUfit!for!
the!job.!
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! CAREER%PROFILE%(Continued)%
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Communication:)
! Provision!of!clear,!uncomplicated!and!defined!instructions!to!groups!and!individuals!to!ensure!the!
efforts!of!all!are!‘in!tune’!with!the!wider!plan.!
! Active!participation!in!management!meetings!providing!regular!and!accurate!reports!on!the!
progress!of!the!team,!KPI!attainment!and!advising!on!wins!or!challenges.!!
!
Problem)Solving:)
! Use!of!simple!proven!processes!and!structures!to!identify!and!isolate!problems,!promote!the!
sharing!of!solutions!as!appropriate!and!the!adoption!of!the!best!solution!for!the!situation!–!and!
sharing!key!learnings!from!the!process!to!avoid!repetition!and!resolve!any!identified!issues.!
!
Training,)Coaching)and)Mentoring:)
! Design!and!delivery!of!topical!oneUonUone!training,!mentoring!and!coaching!programs!to!staff!
across!a!range!of!areas,!including!use!of!management!systems;!databases;!procedure!and!policy!
adherence;!industry!information!and!terminology;!and!other!topical!issues.!
! Promotion!of!the!evolution!of!learning!from!training,!through!coaching!and!finally!onto!mentoring!
of!staff!into!more!senior!roles!as!part!of!their!own!career!development.!!
! Maintenance!of!staff!professional!development!as!per!Individual!Development!Plans,!Organisational!
Training!Needs!Analysis!and!specific!needs!for!particular!projects.!!
!
Performance)Management:)
! Fair,)consistent)and)respectful)in)the)management)of)performance)issues)arising)with)individuals)
within)work)team.)
)
Technical)Document)Writing:)
! Research,!development!and!authoring!of!Technical!Documents!including!procedures,!instruction!
manuals,!company!bulletins!and!alerts,!detailed!reports,!presentations!and!more.!Often!technical!
documents!required!referencing!specific!rules!and!regulations!in!accordance!with!electricity!market!
guidelines!and!the!industry!policing!body,!Australian!Energy!Market!Operator!(AEMO).!
!
Investigations:)
! Conduct!of!thorough!investigations!of!customer!service!complaints;!queries!in!this!regard!ranged!
from!50!to!150!on!any!given!day!and!were!received!via!email.!Used!various!sources!throughout!the!
investigative!process!such!as!internal!and!external!databases!to!compile!upUtoUdate!evidence!of!
potential!errors!and!accountabilities.!
!
Reporting:)
! Generation!of!detailed!yet!easily!understood!reports!to!team!members,!other!departments!and!
senior!management.!
!
Customer)Service)Management:)
! Interaction!with!customers!(residential,!businesses,!and!staff!from!other!internal!departments)!on!a!
daily!basis!via!all!forms!of!communication!channels.!
! Supportive!of!customer!initiatives!in!customer!transfers!and!market!transactions!in!order!to!
provide!a!high!level!of!customer!service!and!to!ensure!their!satisfaction!with!the!company’s!service!
provision.!
! Supporting!and!demonstrating!consistently!high!levels!of!customer!service!excellence.!
)
!
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CAREER%PROFILE%(Continued)%
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Compliance:)
! Coordination!of!departmental!compliance!with!the!audit!requirements!of!ISO9001:!Quality!
Management!Requirements!in!relation!to!the!maintenance!of!records.!!
!
Occupational,)Health,)Safety)and)Environment)(OHS&E):)
! Champion!for!the!promotion!of!a!safe!working!environment,!including!physical,!mental!and!
emotional!health!and!welfare.!!
! Monitoring!office!and!associated!work!environments!for!hazards!that!could!lead!to!an!unacceptable!
level!of!risk!and!injury.!
! Hazard!identification,!rectification!and!risk!management.!
!
Technical)Proficiency:)
! Intermediate!to!advanced!level!skill!competency!in!the!use!of!various!applications!and!systems!in!a!
Windows!environment,!including:!MS!Office!(Word,!Excel,!Access,!PowerPoint,!Outlook);!customer!
records!and!billings!system!(Peace);!client!software!platform!(Lotus!Notes);!Intranet,!Internet!and!
Email.!
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VOLUNTEERING%
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Greenslopes%Private%Hospital% April%2014%Y%present%
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• Providing!assistance!and!support!for!patients!and!their!relatives!and!friends!
• Meeting!and!greeting!patients!and!visitors!on!arrival!at!the!hospital!
• Providing!general!information!or!directions!to!patients!and!visitors!
!
EDUCATIONAL%QUALIFICATIONS%
!
Fast%Track%to%MYOB%&%MYOB%Payroll%|!Dynamic!Web!Training! 2014!
Certificate%III%in%Business%|!North!Coast!TAFE! 2011!
Certificate%IV%in%Business%Frontline%Management%|%North!Coast!TAFE% 2006%
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PROFESSIONAL%DEVELOPMENT%
!
Completion!of!numerous!internal!training!programs!specific!to!my!role!and!responsibilities!with!
Essential!Energy!including:!
!
Make!the!Right!Safety!Choice! 2013!
Managing!Complaints! 2013!
Acceptable!Use!of!Technology! 2013!
Professional!Standards!Guidelines! 2012!
!
REFEREES%
!
Fiona%Ninness%|%Customer!Support!&!Transfers!Team!Leader%|%Essential!Energy%|%%
Tel:!(02)!6589!8525%
!
Tim%Lloyd%|%MDA!Manager%|%Essential!Energy%|%Tel:!(02)!6589!8500!
!
Other!referee’s!available!upon!request.%