Summary
Overview
Work History
Education
Skills
Timeline
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DEBRA WHITFORD

Summary

A dedicated knowledge management professional committed to optimising organisational knowledge assets. Demonstrated expertise in streamlining processes and fostering a culture of continuous improvement through effective knowledge-sharing initiatives. Emphasises teamwork and achieving results, consistently recognised for reliability and adaptability.

Overview

16
16
years of professional experience

Work History

Knowledge Management Specialist

Mornington Peninsula Shire Council
09.2023 - Current
  • Collaborate with subject matter experts across the organisation to create, edit, publish and update content for an internal Customer Service knowledgebase that is accessible, accurate and easy to understand.
  • Create, edit and publish content for internal “news feed” ensuring relevant information is delivered to the entire organisation in a timely manner.
  • Led the development of a Customer Support Manual, a key feature of the Customer Service knowledgebase, comprised of role-specific processes and procedures.
  • Led the creation and maintenance of webchat systems, including training operators, developing proactive messaging, and streamlining dispositions for improved data accuracy.
  • Initiated projects to enhance digital engagement, such as virtual assistant improvements and innovative video-based chat integrations.

Knowledge Management Officer

Mornington Peninsula Shire Council
10.2022 - 09.2023
  • Monitored and audited daily reports, ensuring adherence to escalation protocols and accurate customer case entries.
  • Identified opportunities to refine scripting, including a comprehensive review and update of over 2000 after-hours call centre scripts to improve efficiency.
  • Acted as liaison between staff, contractors, and after-hours call centre support, facilitating script updates, troubleshooting, and keyword reviews.
  • Collaborated with teams across departments to develop user-friendly and effective scripting and knowledgebase content.
  • Supported initiatives to improve workplace inclusivity, including providing accessibility training and creating tools that enhanced the usability of resources for all staff.

Business Support Officer

Frankston City Council
07.2021 - 09.2022
  • Assisted the Coordinator and Job Advocates team with day-to-day operations, including calendar planning; data entry; creating presentations; report writing, writing content for newsletters and promotional activities.
  • Built strong internal and external relationships to create new opportunities for the Jobs Victoria Advocate program.
  • Coordinated events, assisted with space and equipment hire, and the completion of post-event evaluations.

Administration Officer

Frankston City Council
01.2018 - 07.2021
  • Administrative support and reception duties across Council-run community centres.
  • Assisted with the organisation of community activities and programs.
  • Provided facility tours, provided room hire information, assisted hirers with bookings and prepared rooms for use.

Members’ Services & Administration Coordinator

Neighbourhood Watch Victoria
08.2018 - 08.2019
  • Worked closely with partners, Victoria-wide organisations and Councils to strengthen the delivery of the program and services.
  • Assisted with the formation of new groups in areas without a NHW presence.
  • Developed workshops and training materials, and organised member forums and events.
  • Developed member surveys to ensure delivery of programs, training workshops, and events met the changing needs of its ageing members.

Student Support Officer

Mentor Education
08.2017 - 12.2017
  • Provided support to students at all stages of their courses, managed enquiries and monitored the ticketing system.
  • Provided on-boarding and off-boarding support of students.
  • Conducted general data entry duties and reporting to my manager.

Work for the Dole Supervisor

Impact Volunteering/Frankston City Council
08.2016 - 03.2017
  • Developed, implement and evaluated two Work for the Dole projects.
  • Inducted, orientated and mentored groups of 15 job seekers with a wide variety of skills and ages.
  • Worked to tight deadlines, evaluated participant progress, produced reports, and maintained participant records.
  • Provided relevant resources for participants needing additional supports.

Graphic Designer

Marmalade Event Stationery
01.2009 - 12.2016
  • Designed bespoke event stationery.
  • Managed the website content and social media accounts.
  • Collaborated with event stylists, florist and wedding planners on photo shoots and exhibitions.

Education

Bachelor of Psychological Sciences -

Swinburne University
10-2025

Undergraduate Certificate in Psychology -

RMIT University
11-2021

Certificate IV in Design -

Shillington College
05-2005

Advanced Diploma in Business-Advertising -

Chisholm Institute of TAFE
11-2001

Skills

  • Attentive communication
  • Effective interpersonal communication
  • Analytical thinking and creativity
  • Cross-functional teamwork
  • SharePoint management experience
  • Experienced with Adobe Creative Suite tools

Timeline

Knowledge Management Specialist

Mornington Peninsula Shire Council
09.2023 - Current

Knowledge Management Officer

Mornington Peninsula Shire Council
10.2022 - 09.2023

Business Support Officer

Frankston City Council
07.2021 - 09.2022

Members’ Services & Administration Coordinator

Neighbourhood Watch Victoria
08.2018 - 08.2019

Administration Officer

Frankston City Council
01.2018 - 07.2021

Student Support Officer

Mentor Education
08.2017 - 12.2017

Work for the Dole Supervisor

Impact Volunteering/Frankston City Council
08.2016 - 03.2017

Graphic Designer

Marmalade Event Stationery
01.2009 - 12.2016

Bachelor of Psychological Sciences -

Swinburne University

Undergraduate Certificate in Psychology -

RMIT University

Certificate IV in Design -

Shillington College

Advanced Diploma in Business-Advertising -

Chisholm Institute of TAFE

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DEBRA WHITFORD