Catherine O’Rourke
KANGAROO POINT,Australia
Summary
Hello, and thank you for reviewing my resume. You will see that I have an extensive background in training, compliance, and implementation processes, from the initial meeting or call to meeting with the clients, delivering the application of the product, and following up post-training, all while creating a customer service approach. Extensive experience with Student Management Systems, including aXcelerate, WiseNET, and most cloud-based and AVETMISS data submissions, as well as working with state funding contracts to manage compliance with regard to administration systems. Managing AVETMISS errors to maintain compliance applications. I'm currently assisting training companies with customer service, student support, internal audits, and compliance. These include stakeholders from government, profit, and not-for-profit organizations. I am a dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
20
20
years of professional experience
Work History
Various Contracts
Self Employed
Brisbane, QLD
06.2023 - Current
- Facilitated data management and preparation for internal and external audits.
- Liaised with government departments on contracts and reports for User Choice, PQS, Cert III guarantee, and industry skill councils.
- Managed RTO notifications while ensuring compliance with state regulations and funding models.
- Coordinated induction processes for trainers across all RTOs based on qualifications and experience.
- Reported directly to Operations Managers in each state and National Compliance Manager.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Worked effectively in team environments to make the workplace more productive.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
National Compliance Officer
Ashley Services Group
09.2020 - 05.2023
- Compliance support for the National Compliance Manager across 5 RTOs – Perth WA x 2 RTOs, Melbourne VIC x 1 RTO and Brisbane QLD x 2 RTO’s.
- Assisting with data management, audit preparation both internal and external, liaising with key government departments with contracts and reports – User Choice, PQS, Cert III guarantee, industry skill councils and organisational funds for external programs.
- Proficient in the following software and LMS: Axcelerate, ASQAnet, DETconnect, Microsoft suite of programs.
- Project Manage all of the RTO notifications, with the addition of all Policies’ and Procedures for each RTO to the standard of each individual state rules and funding models.
- Induction of all trainers from each RTO and each state as per the Qualification and the work/training experience.
- Direct report to the Operation Managers in each state as well as the National Compliance Manager.
- Melbourne Based
Training Officer / Training Manager
ACPA
03.2020 - 09.2020
- Full review of the Compliance and Training department – this included but not limited to - end of month claims, audit preparation both internal and external, extension to scope and maintaining the relationship with ASQA for the ACPA Design Qualifications.
- Liaising with key government departments with contracts and reports – User Choice, PQS, Cert III guarantee, industry skill councils and organisational funds for external programs.
- Proficient in the following software and SMS: VETtrak, Axcelerate, Wisenet, ASQAnet, DETconnect, Microsoft suite of programs.
- Trainer recruitment from initial conversation to creating the Matrix of skill sets across the scope of delivery.
- Student, parent and carer liaison – this was identified as need especially with Students coming from intra and interstate to stay and study at ACPA.
- Aboriginal Centre for Performing Arts
Administration and Compliance Officer
Baseline Training
02.2019 - 02.2020
- Initially recruited to assist with registration audit in February 2019.
- Was successful in complying and gained a 5 year registration across 8 qualifications and skill sets, mainly in the mining and emergency services.
- Continue on then to carry out the day to day operation of all the administration area duties for the RTO110029.
- Key responsibilities were enrolments, processing results, issued credentials to participant and employers.
- Managing the SMS AXcelerate for all government reporting and to key clients.
- Internal audit and compliance across full scope including but not limited to ASQA reporting milestones.
- Managing all trainers matrix and schedules in line with the training calendar.
- Position was not renewed so was made redundant on the abovementioned date.
- Part of the Corporate Protection Australia Group
Implementation Project Manager
Careers Training Group
07.2015 - 01.2016
- Implementation of new student management system across 3 new RTO’s.
- Complete coordination of key stakeholders in each RTO from data cleansing, auditing of student files, trainer files and partner RTO files.
- Developing user guides and policies & procedures for transitioning from the following SMS – Axcelerate, VETtrak and internal spreadsheets over to Wisent.
Quality, Administration and Training Manager (Northern Hub)
Australian Red Cross (ARC)
07.2014 - 04.2015
- Complete Management of the Training Business for the Northern Hub (Northern Territory, Queensland, New South Wales, and ACT).
- Commenced this newly created role in July 2014 after the ARC had gone through a complete restructure of its Commercial and Training operations.
- Direct administration operations with a focus on achieving service standards and challenging financial targets, including management of task assignment to member of the Training Services Team.
- Directly supervise the training allocator function to ensure optimum class sizes and the error free delivery of daily training operations including course calendar creation, allocation of trainers to courses, securing venues, logistics, material & equipment.
- Supervise the training administration team to ensure error free course processing including maintaining of student details, student progress, awarding certificates and associated financial transactions.
- Coach, mentor and develop direct reports (up to 40) in order to achieve both financial and non-financial outcomes.
- Ensure that the administrative tasks are performed to quality, process and compliance standards outlines within the Quality and Policy Framework under which the Red Cross Training Services operates.
- Experience and expertise in RTO management including National VET Regulations and Standards, Australian Skills Quality Authority (ASQA) Australian Qualifications Framework (AQF), Training Packaging rules.
- Qualifications delivered: Community Services, Hospitality, Retail, and Business Packages.
- Management and daily operations of the 2 Cafes – Commix Café “Coffee with a dash of Humanity”. Located in the Basement at City Hall aka 'Red Cross Tea Room' and below our office 140 Brunswick Street.
RTO Manager
Uniting Care Community
01.2011 - 06.2014
- Complete Management of the Training Business.
- Newly created role; manage up to 20 staff with a scope of delivery in 8 Qualifications from the Community Services Packages – Certificate IV to Diploma level and 1 State based Psychological First Aid Program.
- Liaise with the offices throughout Queensland on what the training needs are and implement and monitor both accredited and non-accredited programs.
- Implementation and monitoring of Student Management System – Axcelerate.
- Preparation of re-registration audit under the guidelines of ASQA, implementation of new Policies and Procedures, Delivery and Assessment Strategies, Lesson Plans, Implementation Guides, Staff Processes and Procedures.
- Since February 2014 Acting Manager of Learning Centre for UCC – overall Management of the Learning Team for Accredited and Non-Accredited Training.
- My position was made redundant, and I was part of the management team that closed the RTO and all operational requirements that go along with that process as of 30 June 2014.
- Lifeline Community Care Queensland
National RTO Manager
Maximus Solutions Australia
Springwood, Australia
01.2011 - 12.2011
- Led cross-functional teams to enhance operational efficiency and service delivery.
- Implemented process improvements to streamline workflow and reduce redundancies.
- Managed budget allocations and resource planning for multiple projects simultaneously.
- Facilitated training sessions to enhance team skills and knowledge sharing.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
Trainer and Product Specialist
Wise.NET Information Systems
01.2009 - 09.2010
- Melbourne Based Head Office, Queensland, Northern Territory and Western Australia
- Developed training programs for software applications and systems.
- Facilitated workshops to enhance employee skills and knowledge.
- Delivered presentations on system updates and best practices.
- Documented all training activities including attendance records, feedback forms, surveys.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Created and offered additional materials to enhance training.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Selected and assigned instructors to conduct training.
- Managed product training sessions for internal staff and external partners.
- Collaborated with engineering teams to troubleshoot product issues.
- Analysed customer feedback to improve product design and performance.
General Manager Brisbane & Robina Campus
National College of Business
Brisbane, Australia
01.2008 - 12.2008
- Complete coordination of this Brisbane Based College.
- Maternity Leave Contract.
- Manage the day-to-day operations of 6 trainers, 3 administration staff, 8 Business Development Consultants and all clients and trainees throughout Southeast Queensland area.
- Report to the Directors of the Business College on all Operational and Administration Processes of the Colleges from the establishment of the first appointment to the first day on Campus for the students.
- Spring Hill, Brisbane
State Manager Qld / NSW / NT
Futurum Australia
01.2007 - 12.2008
- Complete coordination of the State office for Queensland and New South Wales for this Victorian Based RTO.
- Manage the day-to-day operations of 22 trainers, 12 administration staff (including 4 Business Development Consultants) and all 400+ clients and trainees throughout Queensland and New South Wales.
- Establish relationships with employers and trainees on what style and method of training is best suited for the client.
- Bowen Hills, Brisbane
Training & Development Manager
Crowne Plaza Royal Pines Resort
Ashmore, Australia
01.2006 - 12.2007
- Assistance with recruitment process – staff inductions, performance appraisals, succession planning, training needs analysis for all levels of staff in the resort – 480 full-time, part-time & casual.
- Dealing with Government Departments – State & Federal.
- Internal Auditing and compliance monitoring of RTO as well as the Human Resources Department.
- Now known as RACV Royal Pines Resort
Education
Diploma in Training and Assessment Systems - Training and Compliance
BSZ 50198
Brisbane, QLD01.2002
Instructional Skills and Development - TND 003 & 004
TAFE
Ipswich, QLD01.1994
Trade Certificate - Chef
Weller Hotels and Taverns
Brisbane, Qld01.1987
Senior Certificate -
Lourdes Hill College
Hawthorne, Qld01.1983
Trade Certificate - Chef
Jo Jo’s Kitchen
Brisbane, Qld01.1983
Skills
- Compliance management
- Data management
- Internal auditing
- Project management
- Software proficiency
- Training development
- Effective communication
- Customer service
- Interpersonal communication
- Active listening
- Conflict resolution
- Networking
References
ON REQUEST
Personal Information
Date of Birth: 12th April 1966
Timeline
Various Contracts
Self Employed
06.2023 - Current
National Compliance Officer
Ashley Services Group
09.2020 - 05.2023
Training Officer / Training Manager
ACPA
03.2020 - 09.2020
Administration and Compliance Officer
Baseline Training
02.2019 - 02.2020
Implementation Project Manager
Careers Training Group
07.2015 - 01.2016
Quality, Administration and Training Manager (Northern Hub)
Australian Red Cross (ARC)
07.2014 - 04.2015
RTO Manager
Uniting Care Community
01.2011 - 06.2014
National RTO Manager
Maximus Solutions Australia
01.2011 - 12.2011
Trainer and Product Specialist
Wise.NET Information Systems
01.2009 - 09.2010
General Manager Brisbane & Robina Campus
National College of Business
01.2008 - 12.2008
State Manager Qld / NSW / NT
Futurum Australia
01.2007 - 12.2008
Training & Development Manager
Crowne Plaza Royal Pines Resort
01.2006 - 12.2007
Diploma in Training and Assessment Systems - Training and Compliance
BSZ 50198
Instructional Skills and Development - TND 003 & 004
TAFE
Trade Certificate - Chef
Weller Hotels and Taverns
Senior Certificate -
Lourdes Hill College
Trade Certificate - Chef
Jo Jo’s Kitchen