Dawson Heperi

Enhanced customer experience through the implementation of a Customer Satisfaction Survey tailored to lodgement of a DA including the assessment process.

• Identified timeliness with communication as a concern. A communications framework was created.

Developed strong relationships with key decision-makers, facilitating collaboration on high-impact projects across departments.

• Transition Part 5 assessments from Strategic Planning to Development Services. Providing councils project team with greater assessment avenues from inception of the their project.

NSW Planning Portal

• Planning is constantly changing; our ways of working within the portal also need to adapt quickly.

Led the development of a PowerBI Dashboard for insights into the performance of the Development Assessment team.

• The report is sent to managers weekly and allows for prompt and strategic actions.

Improvement to the 'Submission' process

• Inserting a QR code in the site notice that directs the user to the DA for quick access and a link for them to send a submission to the assessing officer.

• Supervised a team of 10 members responsible for order processing and after-sales services.
• Monitored workflow to improve employee time management and increase productivity.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
• Championed a Customer Experience initiative focused on creating exceptional experiences at every touchpoint throughout the buyer's journey – with the implementation of Salesforce in the contact centre.
• Conducted regular performance reviews with team members, fostering professional growth and development.

• Led change management initiatives that resulted in seamless transition during corporate systems implementations (Oracle CRM).
• Implemented data-driven decision-making processes to identify areas for improvement in business operations and customer service delivery.
• Coordinated team schedules to keep shifts properly staffed during busy periods.

• Recruited, hired, and trained 20 initial personnel, working to establish key internal functions and outline scope of positions for new organisation.
• Analysed and reported on key performance metrics to senior management.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.