DENISE ROWLING
Scarborough
Summary
To secure a position whereby hard work, dedication and the ability to acquire new skills will advantage any company I work for. I am bright and bubbly and communicate effectively with everyone that I am in contact with. I am always looking to expand my skills and impart my knowledge in the field to ensure efficiency within the relevant legislative requirements.
Experienced with strategic planning, resource allocation, and project management. Utilizes strong analytical skills to assess and optimize operational processes. Knowledge of collaboration and effective communication to drive successful project outcomes.
Experienced planning professional with strong focus on strategic development, resource allocation, and project management. Known for fostering team collaboration and driving successful outcomes in dynamic environments. Adept at analyzing data, optimizing processes, and adapting to changing needs. Recognized for reliability, effective communication, and problem-solving skills.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Capacity and Planning Officer
Department of Foreign Affairs and Trade – Australian Passport Office
05.2024 - Current
- Monitoring the allocation of resources, identifying vulnerabilities and reassigning resources in real time to manage demand effectively.
- Detecting operational inefficiencies, identifying possible solutions while supporting the implementation of best practice in consultation with key stakeholders.
- Reviewing and updating policies and procedures ensuring they meet the Departments mission and not negatively impact WHS requirements.
- Complaint handling and resolution for dissatisfied customers.
- Project management.
- Inform staff of legislative and procedural requirements to ensure consistent messaging to customers.
- Developing new resources for staff.
- Mentoring staff.
- Speaking at staff meetings and stand ups.
- Business analysis of common complaints.
- Team leading.
- Delegate for spoiling Passports issued with incorrect details.
- Investigating processes not followed by staff and provide coaching.
- Responding to Ministerial requests.
- Quality and performance of staff providing positive and constructive feedback received from the public.
- Achievements:
- Project managing to review 42 policies and procedures, collaborating with staff for resources to appear on the web pages of the internal data base. This required multiple meetings to be scheduled to outline the reason for the review, managing performance of staff, discussing views as a team to meet objectives, to drive positive results at the end of the project.
- Drafting new resources for staff as part of the project ensuring simple language was used and fit for purpose. All documents were formatted in line with Departmental requirements
Senior Quality Assessor (Contractor)
Aged Care Quality and Safety Commissioner
05.2021 - 10.2022
- Conduct assessments of Residential Aged Care Facilities
- Empower Consumers.
- Promote best practice in service provisions.
- Promote the Quality Standards.
- Interview consumers, representatives and staff.
- Assess and monitor for safer systems of care.
- Assess accreditation and re-accreditation under the Aged Care Quality Standards.
- Collate information/evidence following lines of risk.
- Analysing evidence to record performance.
- Infection Control Monitoring.
- Preparation of reports.
- Travel to various facilities.
- Team leader on audits.
- Mentor new Assessors.
Principal Audits and Special Investigations Officer
Department of Mines, Industry Regulation and Safety – WorkSafe
11.2013 - 04.2021
- Supervise staff and manage audit program.
- Managing staff in daily work.
- Reviewing timesheets for accuracy.
- Credit card acquittals, and approving credit acquittals for the team.
- Authorising of PPE and work uniforms for staff.
- Answering telephone enquiries and managing complaints received from industry participants.
- Preparing bulletins for industry participants.
- Reporting on key performance indicators to management.
- Diary management for myself and the team.
- Creation of spreadsheets for targets showing monthly and yearly progression of team work.
- Recording of data accurately into various databases.
- Preparation of memorandums and briefing notes for management.
- Completing rosters for reception staff including breaks.
- Developing power point presentations for the Department.
- Public speaking at forums and as a witness in court for the Department.
- Interviewing employees for substantive positions within the Department.
- Contributes to target improvements for the audit program.
- Set achievable targets for the audit program based on the number of licence holders and assessors active in the relevant industry.
- Achievements
- Development of the values statements for the investigation Directorate.
- Targets met for the Unrestricted Asbestos Licence and Demolition Licence holders.
- Achieving compliance with Registered Assessors within state legislative requirements and the National Assessment Instrument.
Inspector for Real Estate and Business Agents Supervisory and Settlement Agents Supervisory Board – Compliance Co-ordinator
Department of Commerce
04.2009 - 11.2013
- Inspector/Investigator/Compliance Co-ordinator/Principal Compliance Officer
- Assessing all complaints for the Property Industries Directorate.
- Provides information to consumers and agents alike in their rights, obligations and compliance as per legislation.
- Liaising and negotiating with staff, consumers, third parties and agents regarding investigation procedures, sufficiency of evidence, determining breaches of “the Act” and/or “the Code”, penalties for non-compliance, evidence matrix, search warrants, and correct use of compulsory powers.
- Mentors and trains staff in correct methodology of investigations.
- Organising external training for staff.
- Reviewing relevant training material for management to ensure it targets the right audience at the right level.
- Liaise with both internal and external clients on compliance matters and investigation processes.
- Assess and investigate complaints, under direction of the Registrar to ensure compliance of relevant legislation in a timely and efficient manner.
- Evidence matrix for each investigation outlined in an investigation plan.
- Review all investigation files regularly to ensure relevant contacts requirements are made as per the key performance indicators.
- Analysing information/evidence obtained during the investigation.
- Conducts and corroborates voluntary, and compulsory Record of Interviews.
- Ensures appropriate delegation has been acquired.
- Drafting and serving section 15 notices under the Real Estate and Business Agents Act 1978 and the Settlement Agents Act 1981 for compulsory requests of documentation, providing information either in writing or orally from third parties.
- Achievements
- Preparation of the mentoring programme for level 3 & 4 compliance officers to assess skills and knowledge base against the Investigation Manual. This is to assist in identifying areas for training purposes and to assist management in completing Performance Development Reviews and coaching requirements for individuals within their teams.
- Preparation of briefing notes on contentious issues arising from investigations, and for ministerial enquiries.
- Preparation and liaising with the education and policy area for urgent bulletins that are issued to the relevant industries on smoke alarms, residual current devices, property fraud, advertising and alerting the industry to topical issues.
- Dealing with difficult staff in performance issues and addressing them in accordance with HR principles as required.
- Completion of the Diploma in Management.
Administration / Debt Recovery / Quality Checker / Prosecution Officer / Trainer
Centrelink
04.1999 - 04.2009
- Various
- Monitoring Key Performance Indicators to meet required targets for Client Departments.
- Prosecution Officer.
- Assessing referrals for prosecution to ensure there is a prima facie case, ensuring investigations are conducted within legislative requirements, the collation of evidentiary material required for the Commonwealth Director of Public Prosecutions, which also includes determining if Proceeds of Crime should be considered.
- Conducting and corroborating formal record of interviews.
- Brief preparation and collation for the Commonwealth Director of Public Prosecutions
- Expert witness in defended hearings on behalf of the Commonwealth including correctly interpreting legislation for the court, preparation of Section 240 certificates, procedural statements, witness statements, travel arrangements, transfer of necessary documentation (original evidence) for court hearing.
- Preparation of witnesses as required in relation to court procedures, court protocols and legal terminology.
- Achievements
- I was the subject matter expert when the family payment changes came into effect in July 2000. I learnt the system to calculate payments and overpayments, correct coding for child support, and the processing claims as per the Family Assistance Act 1999.
- Providing presentations in the public forum to customers on payment types, reporting requirements, correct declaration of income, review and appeals process, advising of changes to personal circumstances, work for the dole programs, job seeker appointments and the possible outcomes if they failed to notify under the appropriate legislation.
- I was relied upon by my peers heavily, to facilitate training on changes for the internal data base used at Centrelink. This required me to attend meetings, retain the information that was to be distributed to customer service officers working in the customer service centre’s, provide training on electronic documents and new codes, arrange training sessions for all staff, request access to the training data base for use during the training sessions, ensure information was relevant to the audience, report on attendance to National Support Office and provide ongoing support where required.
Lease/Hire Purchase Officer
GE Finance
03.1997 - 04.1999
- Leasing Officer
- Reception Relief.
- Credit Reference searches.
- Searches with Department of Land Administration.
- Assess eligibility for lease/hire purchase agreements for Commercial and Personal applications.
- Preparing legal documentation (Hire Purchase / Lease Agreements) for car dealers, farmers, and private customers.
- Drawing cheques for payment to dealerships and brokers.
- Calculating stamp duty on commercial and private leases.
- Payment of stamp duty to the State Revenue department.
- Reporting of monthly statistics to office manager.
- Liaising with dealerships, and brokers.
- Provide regular roster for reception duties.
- Oversee 6 staff from leasing, purchasing, and sales of floor stock.
Office Manager
Specialised Industrial Systems
03.1994 - 03.1997
- Office manager / dispatching / bookkeeper
- Manager of 7 staff in a small office environment.
- Liaise with debtors, creditors, suppliers and customers alike.
- Responsible for all Payroll, Superannuation payments, Invoicing, Purchasing, Secretarial, leave and Bookkeeping requirements.
- Banking.
- Raising purchase orders.
- Invoicing clients.
- Following up overdue account payments.
- Receiving and dispatching of equipment.
- Reporting directly to Managing Director on all office aspects.
- Opening and sorting of mail.
- Keeping the kitchen clean.
- Making coffees when required.
Education
Completed TEE -
Greenwood Senior High School
Perth, WA11.1988
Certificate IV - Business and Administration
Perth, WA05.2000
Certificate IV - Assessment and Workplace Training
Perth, WA11.2006
Certificate IV - Government Fraud and Investigations
Perth, WA04.2006
Statement of Attainment - Manage Investigation Information Processes for the Diploma of Government Investigation
Perth, WA11.2008
Statement of Attainment - Conduct Search and Seizure
Perth, WA04.2008
Diploma - Management
Central Tafe
Perth, WA05.2011
Skills
- I am punctual, reliable and have highly developed organisation skills to manage a number of competing work priorities, responding to requests in a timely manner with the ability to coordinate input from others and meet deadlines I am able to manage a large and diverse workload, while supervising and leading a team I negotiate with managers and staff alike to determine appropriate timeframes and deadlines
- I have strong leadership skills within a team environment with a highly developed ability to provide supervision, mentoring, coaching and manage behaviour and performance of staff to meet both internal and external client needs a friendly and approachable manner This with my excellent knowledge of legislation and work practices leads to gaining the trust and support of my team I effectively supervise, mentor and coach my team, focusing on those needing the most assistance and guidance, whilst not neglecting other team members
- I have highly developed research, analytical and problem-solving skills with the ability to undertake the necessary research and develop innovative solutions within a complex investigative environment I analyse, assess all files prior to investigating complex breaches of legislation or law, making appropriate use of investigative powers and techniques available to me I think laterally to progress an investigation The ability to quickly analyse information on hand and determine an appropriate response to any situation, while maintaining my commitment to customer focus and the industry
- I have highly developed oral and written communication skills with the ability to communicate clearly, prepare detailed training programs, reports, briefs of evidence and correspondence and to liaise with a diverse range of people I converse with people from all walks of like displaying excellent listening skills, adapting to my audience with the ability to negotiate persuasively I negotiate with managers and staff alike to determine appropriate timeframes and deadlines while communicating respectfully, openly and honestly
- I maintain a high level of professionalism and can be called upon at short notice to tackle urgent issues as they arise I actively seek opportunities for personal development, and developmental opportunities for my team
- Research and analysis
- Team leadership
- Time management
- Decision-making
- Customer service
- Verbal and written communication
- Complex Problem-solving
Certification
Certificate IV in Business and Administration
Certificate IV in Assessment and Workplace Training Certificate IV in Government Fraud and Investigations Statement of Attainment - Manage Investigation Information Processes for the Diploma of Government Investigation Statement of Attainment - Conduct Search and Seizure Diploma in Management
Timeline
Capacity and Planning Officer
Department of Foreign Affairs and Trade – Australian Passport Office
05.2024 - Current
Senior Quality Assessor (Contractor)
Aged Care Quality and Safety Commissioner
05.2021 - 10.2022
Principal Audits and Special Investigations Officer
Department of Mines, Industry Regulation and Safety – WorkSafe
11.2013 - 04.2021
Inspector for Real Estate and Business Agents Supervisory and Settlement Agents Supervisory Board – Compliance Co-ordinator
Department of Commerce
04.2009 - 11.2013
Administration / Debt Recovery / Quality Checker / Prosecution Officer / Trainer
Centrelink
04.1999 - 04.2009
Lease/Hire Purchase Officer
GE Finance
03.1997 - 04.1999
Office Manager
Specialised Industrial Systems
03.1994 - 03.1997
Completed TEE -
Greenwood Senior High School
Certificate IV - Business and Administration
Certificate IV - Assessment and Workplace Training
Certificate IV - Government Fraud and Investigations
Statement of Attainment - Manage Investigation Information Processes for the Diploma of Government Investigation
Statement of Attainment - Conduct Search and Seizure
Diploma - Management
Central Tafe
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