Chris Davies
Redcliffe,Australia
Summary
Dynamic leader with extensive experience in project and vendor management at Queensland Police Service. Demonstrated success in risk analysis and operational planning, implementing continuous improvement initiatives that significantly enhanced performance. Expertise in stakeholder engagement and compliance oversight, promoting collaboration to achieve strategic objectives and optimize processes.
Overview
13
13
years of professional experience
Work History
Principal Project Officer
Queensland Police Service
Zillmere, QLD
09.2023 - Current
- Reviewed project risks and developed strategies to mitigate potential roadblocks.
- Forecasted timelines and monitored performance, ensuring adherence to budget constraints.
- Managed vendor contracts by assigning tasks and communicating deliverables clearly.
- Drove continuous improvement in project delivery through effective leadership.
- Built partnerships with teams, vendors, and contractors to enhance collaboration.
- Assisted senior management in strategic planning for ongoing initiatives.
- Identified system improvements to boost operational efficiency.
- Analyzed data to enhance decision-making processes and informed project updates.
AO6 Operations Leader
Queensland Police Service
Zillmere, QLD
08.2022 - 09.2023
- Implement processes that both support staff and the business when managing performance improvement.
- Manage the operation floor of a Multi-channel contact centre, utilizing workload forecasting and real time performance review to achieve call centre service levels supporting business strategic goals.
- Lead a diverse in a complex working environment.
- Lead a contact centre work teams to both meet and exceed business KPI’s through support and development of staff.
- Developed and executed operational plans for peak seasons, ensuring scalability and adaptability.
- Oversaw compliance with safety and quality standards, significantly reducing incident rates.
- Analyzed data from various sources to inform decisions related to operations management.
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
- Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.
AO6 Senior Business Analyst
Queensland Police Service
Zillmere, QLD
06.2021 - 08.2022
- Supervise and manage a team of Business Analysts and Testing Officers in the continuous development of contact centre management systems.
- Use problem management and root cause analysis methodologies in the management of major incidents.
- Drive continuous technological improvement to future proof business.
- Construct, research and present in-depth project documentation on a contact centre re-organization review including; risk analysis, staffing and budget review, job evaluation management strategies presented to Inspector: Operations Manager Policelink.
- Created data flows to illustrate the flow of information between various stakeholders.
- Pinpointed inefficiencies in business processes and recommended improved policies.
- Assessed programs to identify risks or problems to determine appropriate responses.
- Produced reports summarizing findings from data analysis activities to facilitate informed decisions making.
- Gathered performance metrics from different sources including surveys, focus groups.
- Conducted insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
AO5 Relief Team Leader
Queensland Police Service
Zillmere, QLD
01.2012 - 06.2021
- Supervise 11 Team Leaders and oversee 150 client service staff to ensure business needs and KPI’s are met.
- Negotiate and approve flexible working arrangements for staff.
- Oversee Contact Centre daily operations. Review workload and approve overtime as needed to support the business.
- Drive continuous improvement through innovating interpretation of centre generated meta-data, providing unparalleled insight into business productivity.
- Implemented strategic plans to enhance team performance and productivity.
- Maintained positive working relationship with fellow staff and management.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Set specific goals for projects to measure progress and evaluate end results.
- Conducted regular performance reviews to assess individual team member progress.
- Oversaw training and development programs to enhance team skills and knowledge.
Education
Bachelor of Justice Studies -
Queensland University of Technology
Kelvin Grove, QLD01.2007
Diploma of Justice Administration -
North Point TAFE
Bracken Ridge01.2003
Skills
- Leadership and mentoring
- Risk and business analysis
- Contact center management
- Project and vendor management
- Stakeholder engagement
- Incident management
- Operational planning and performance improvement
- Strategic planning
- Continuous improvement
- Compliance oversight
- Process optimization
- Industry knowledge
- Financial management
References
- Ella MITCHELL, Team Leader: Team 22 Policelink, 0730556868, Mitchell.ellam@police.qld.gov.au
- Alicia COYNE: Inspector: Business Improvement. Policelink coyne.aliciah@police.qld.gov.au
Timeline
Principal Project Officer
Queensland Police Service
09.2023 - Current
AO6 Operations Leader
Queensland Police Service
08.2022 - 09.2023
AO6 Senior Business Analyst
Queensland Police Service
06.2021 - 08.2022
AO5 Relief Team Leader
Queensland Police Service
01.2012 - 06.2021
Bachelor of Justice Studies -
Queensland University of Technology
Diploma of Justice Administration -
North Point TAFE
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