Chad Fairclough
Thornton
Summary
Resourceful works/project coordinator with over 14 years of experience in operational planning, scheduling, dispatch and management. Proven track record in delivering quality customer service to onshore and trans-Tasman stakeholders, while meeting critical KPIs and regulatory guidelines. Expertise in fostering stakeholder relationships and implementing process improvements to enhance system efficiency. Committed to maintaining a zero harm environment for staff and the community, with strong organizational skills to prioritize tasks effectively.
Overview
13
13
years of professional experience
Work History
Works Coordinator
Downer
06.2021 - Current
- Executed scheduling and resource coordination, ensuring timely project completion.
- Conducted real-time monitoring of key performance indicators to drive project success.
- Managed inter-team communications, fostering collaboration among stakeholders.
- Collaborated across departments to achieve project goals within established timelines.
- Facilitated compliance with industry regulations throughout operations.
- Assisted planning staff in maintaining efficient workflows across multiple tasks.
- Resolved employee conflicts professionally, promoting a harmonious work environment.
- Led discussions to effectively address operational challenges.
Field Deployment Officer/Workflow Specialist /Team Lead
Telstra
01.2013 - 01.2021
- Executed delivery of work tickets to field workforce, ensuring timely task completion.
- Managed team of professionals to enhance operational efficiency and effectiveness.
- Coordinated execution of daily plans with relevant workforce for optimal productivity.
- Supervised subordinate staff in performing daily duties and activities.
- Ensured effective resource management to consistently exceed required outcomes.
- Implemented customer service initiatives, boosting client satisfaction and engagement.
- Responded promptly to customer inquiries and complaints with professionalism.
- Facilitated stakeholder meetings to align on strategic initiatives and objectives.
Case Manager
Telstra
01.2013 - 01.2014
- Coordinated client assessments and developed care plans to address specific needs.
- Provided crisis intervention support during critical situations, ensuring client safety and stability.
- Facilitated communication among clients, service providers, and stakeholders to strengthen collaboration and improve service delivery.
- Maintained case documentation, ensuring adherence to organizational compliance standards.
- Mitigated escalation risks through effective resource engagement and proactive strategies.
- Developed customized objectives for individual client needs.
- Managed customer fault resolution exceeding five days to ensure compliance with regulatory guidelines and timely issue resolution.
- Protected client confidentiality by adhering to ethical principles and standards.
Education
Cert II - Leadership
Real Institute
Newcastle, NSW11-2019
Skills
- End-to-end resolution
- Resource coordination
- Schedule optimization
- KPI achievement
- Performance metrics
- Performance tracking
- Workflow improvement
- Data analysis
- Risk assessment
- HS&E compliance
- Regulatory compliance
- Business judgment
- Organizational agility
- Stakeholder engagement
- Client management
- Team leadership
- Leadership
- Prioritization
- Time management
- Calendar coordination
- Roster coordination
- Problem solving
- Communication skills
- Relationship building
- Collaborative teamwork
- Employee engagement
- Communication skills
- Collaborative teamwork
References
- Andre Gutierrez, Downer EDI - Solutions Specialist / Manager, 0424 174 140, andre.gutierrez@downergroup.com
- Byron Roach, Downer EDI - Technical Operations Manager, 0450 933 477, byron.roach@downergroup.com
- Ethan Ford, Telstra Lead / Business Manager, 0488 047 981
- Michael Rusev, NBNCo - Field Supervisor, 0400 046 698
Professional Development
Certificate 3 in Telecommunications
Certificate II in Leadership
Timeline
Works Coordinator
Downer
06.2021 - Current
Field Deployment Officer/Workflow Specialist /Team Lead
Telstra
01.2013 - 01.2021
Case Manager
Telstra
01.2013 - 01.2014
Cert II - Leadership
Real Institute