Andrew Douglas
Perth
Summary
Self-motivated and results driven, throughout 7 and a half years in the Public Service, I have gained a broad experience in delivering quality customer outcomes, effective leadership and quality assurance across a range of work types. Confident I will make a positive influence on a team, I embrace the opportunity to undertake new challenges and continue to make a valuable contribution in the Public Service by finding ways to further my knowledge and take on feedback.
Overview
9
9
years of professional experience
Work History
Intelligence Analyst
Fraud Control & Investigations, Services Australia
Perth
10.2021 - Current
- Created useful and timely intelligence products to support investigation teams.
- Developed recommendations to assist clients and agencies with efforts to advance intelligence gathering and interpretation in multiple theaters of operation.
- Produced multi-source intelligence reports and products for different agency customers.
- Obtained verified Neg-Vet1 security clearance.
- Applied new and advanced tools and techniques to intelligence cycle, addressing complex challenges with emphasis on big data analytics and data visualization.
- Reported on incidents, suspensions and other concerns to supervisory personnel.
- Screened and interpreted all-source intelligence information.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Criminal Investigator
Business Integrity Division, Services Australia
Perth
02.2020 - 10.2021
- Identified witnesses and collected statements to gather information and pursue remedies for violations of legal standards.
- Controlled access to protect evidence from tampering or loss.
- Gathered facts from interviews of suspects, witnesses and complainants.
- Documented findings and prepared detailed reports.
- Carefully documented statements, observations and evidentiary materials.
- Collaborated with federal agencies on investigations.
- Collected, analyzed and interpreted information, documentation and physical evidence associated with investigations.
- Prepared case reports from allegations, interview transcripts of interviews and physical evidence.
- Seized evidence for investigations and interviewed involved parties.
- Drafted and executed search warrants and surveillance activities.
- Followed constitutional standards to properly obtain and execute warrants for arrests and searches.
Team Leader
Compliance Assurance Division, Services Australia
Perth
01.2018 - 02.2020
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Partnered with managers to identify and capitalize on trends and brand initiatives.
Quality Development Officer
Compliance Assurance Division, Services Australia
Perth
08.2016 - 02.2020
- Trained and coached existing and new employees on multiple work types.
- Evaluated Employment Income Review systems for overall functionality, identified opportunities for improvement and implemented changes to facilitate better outcomes.
- Planned and implemented performance improvement and quality assurance programs.
- Suggested improvements to designs and documentation to improve product reliability and manufacturability.
- Coached and mentored junior employees.
- Collaborated with technical and administrative teams to develop and implement successful corrective plans.
Compliance Service Officer
Business Integrity Division, Services Australia
Perth
08.2015 - 08.2016
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained excellent attendance record, consistently arriving to work on time.
- Participated in team-building activities to enhance working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Certificate IV - Government Investigations
Wisdom Learning
10.2021
Certificate of Completion -
Forrestfield Senior High School
Forrestfield, WA11.2008
Skills
- High level of integrity and dependability
- Build and sustain effective relationships with team members
- Ability to meet deadlines and manage conflicting priorities
- High level conceptual, analytic and writing skills
- Instill positive work culture
- Provide advice and high-quality customer service
- Identify and escalate complex issues and problems
- Contribute to improving policy, procedure and processes
- Collaborative and innovative
- Highly motivated, flexible and adaptable
- Well organised with excellent time management skills
- Ability to understand, interpret and apply legislation, policy and procedures
- Highly developed interpersonal and communication skills
- Ability to resolve issues and develop processes
- Broad understanding of Centrelink policies and procedures
- Lead, motivate, train, coach and empower staff
- Meet and achieve performance targets
- Intelligence Products
- Conducting Briefings
- Data Collection
Timeline
Intelligence Analyst
Fraud Control & Investigations, Services Australia
10.2021 - Current
Criminal Investigator
Business Integrity Division, Services Australia
02.2020 - 10.2021
Team Leader
Compliance Assurance Division, Services Australia
01.2018 - 02.2020
Quality Development Officer
Compliance Assurance Division, Services Australia
08.2016 - 02.2020
Compliance Service Officer
Business Integrity Division, Services Australia
08.2015 - 08.2016
Certificate IV - Government Investigations
Wisdom Learning
Certificate of Completion -
Forrestfield Senior High School
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