DR LUKE KERDING
Melbourne,VIC
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
16
16
years of professional experience
Work History
Administrative Manager
Ability Plus And Disability Services
Melbourne, VIC
03.2022 - Current
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Delivered training for staff development, change management and materials, process and technical controls.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Completed bi-weekly payroll for 50 employees
Operations Manager
Capability Care
Melbourne, VIC
12.2021 - 02.2022
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase sales by 10% profit levels.
- Investigated and resolved departmental non-conformances.
- Spearheaded department training for appraisals of new components.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Directed initiatives to achieve regulatory compliance, foster good manufacturing practices and meet component quality standards.
- Helped build and review master service agreements for work eligibility.
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Partnered with vendors and suppliers to effectively manage and budget
- Identified procedure or process changes required to improve performance and productivity
- Increased profit by streamlining operations
- Formulated processes to reduce downtime and financial loss
- Developed systems to track and log work issues
- Introduced new methods, practices and systems to reduce turnaround time
- Led improvement initiatives to advance operational efficiencies and increase revenue
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics
- Built and reviewed master service agreements to simplify and streamline contract negotiation process
- Spearheaded department training to enhance employee performance and boost employee productivity
- Evaluated suppliers to maintain cost controls and improve operations
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Prepared annual budgets with controls to prevent overages
- Reviewed operations reports to understand numbers and trends
- Identified and resolved unauthorized, unsafe or ineffective practices
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles
- Directed initiatives to improve work environment, company culture or overall business strategy
- Advanced productivity KPIs to achieve key business goals and objectives
Senior Campaign Manager
UNHCR Office
Melbourne, VIC
04.2019 - 11.2021
- Oversaw teams of volunteers and monitored effectiveness of each area.
- Planned and executed events with public and private donors.
- Defined all campaign roles and filled positions.
- Supervised young campers in recreational activities such as youth sports, aquatics and arts and crafts.
- Trained and mentored new camp counselors in operations practices and camper-focused activities.
- Networked among donors and fundraised to generate money for campaign.
- Developed policy positions and wrote public statements outlining stances.
- Followed federal, state and facility guidelines to maintain professional interactions with campers.
- Worked with traditional media to obtain coverage of key events.
- Monitored campers' arrivals and departures and noted absences and illnesses in each child's record.
- Advised camp management of camper-related issues and helped to formulate targeted resolution plans.
- Cultivated cordial relationships with campers' parents or guardians.
- Planned and implemented camp unit's daily activities to encourage campers' personal growth and positive peer relationships.
- Built political coalitions to enhance message.
- Negotiated vendor contracts and managed relationships.
- Utilized social media advantageously for free and persuasive media.
- Developed policy positions and wrote public statements outlining stances
- Networked among donors and fundraised to generate money for campaign
- Created grassroots campaign initiatives mobilizing public fundraising support
- Utilized social media advantageously for free and persuasive media
- Planned and executed events with public and private donors
- Tracked facilities and equipment safety and cleanliness and took corrective action to resolve emerging issues
- Advised camp management of camper-related issues and helped to formulate targeted resolution plans
- Organized session wrap-up events to recognize campers' achievements
- Supervised young campers in recreational activities such as youth sports, aquatics and arts and crafts
- Performed staff evaluations and addressed areas for improvement
- Negotiated vendor contracts and managed relationships
- Handled early-voter and election day operations to report procedures with only 10% discrepancies in results tabulation and managed voter outreach protocols
- Cultivated cordial relationships with campers' parents or guardians
- Oversaw teams of volunteers and monitored effectiveness of each area
- Attended required meetings and training sessions on donors and fundraisers
- Followed federal, state and facility guidelines to maintain professional interactions with campers
- Built political coalitions to enhance message
- Defined all campaign roles and filled positions
- Trained and mentored new camp counselors in operations practices and camper-focused activities
- Worked with traditional media to obtain coverage of key events
Human Rights Advisor
A.C.I.D International Cooperation For Development
Perth, Western Australia
03.2017 - 10.2019
- Support roll-out of HRBA Guidance Note to UNDP Country Offices and UNDP programmed formulation efforts for human rights and rule of law at global and country level and support UNDP senior level participation in UNDG Inter-Agency Working Group on Human Rights (20 days) 31 January;
- Draft and/or input on required briefs related to human rights for UNDP senior management including position paper on Right to Development and Sustainable Development Goals for 18th session of Working Group on Right to Development and on Business and Human Rights (10 days) 28 February;
- Support UNDP engagement with 29th Annual Meeting of International Coordinating Committee of National Institutions for Promotion and Protection of Human Rights in March 2016 including research and drafting of briefs, remarks and engagement on specific issues and finalize UNDP – OHCHR – ICC joint knowledge product on Global Principles of Capacity Assessment of National Human Rights Institutions (20 days) – 30 March;
- Coordinate research on impact of UNDP support to National Human Rights Institutions (30 days) 30 April;
- Coordinate Fourth Annual Seminar Series on NHRIs in June 2016 including drafting and supporting agreement on concept and lead coordination on all aspects of seminar (20 days) 30 May;
- Coordinate support and follow-up to Sixth Annual Partnership meeting between UNDP, ICC-NHRIs and OHCHR in June 2016 and complete advocacy product on Fourth Annual Seminar Series (20 days) 30 June.
Marketing Manager
White Butterfly Family Day Care
Perth , Western Australia
01.2015 - 08.2016
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs
- Assessed marketing copy, art comps and final designs and compared with established specifications
- Researched industry and marketplace trends to develop marketing solutions and enhance business operations
- Managed marketing budget and associated P&L to develop and execute marketing strategies, budgets and sales plans for business segments
- Transformed corporate website and social media platforms to better engage customers and promote sales
- Executed optimal sales strategies to achieve commercial goals for target market
- Generated reports detailing campaign performance, customer engagement and engagement trends
- Created company brand messaging, collateral materials, customer events, promotional strategies and product commercialization
- Maintained documentation, detailing assignments, in-progress work and completed project milestones
- Managed workflow between staff, coordinating documents and creative material distribution
- Performed market segmentations, targeting and positioning for each product line
- Utilized market trends and target audience statistics to effectively and appropriately market products
- Participated in promotional activities and trade shows, working with advertisers and production managers, to market products and services
- Set up, completed and tracked customer surveys for local, regional and national campaigns
- Maintained complete database of files, contacts and project materials
- Developed network of related professionals to open up business opportunities
- Recruited and hired capable team members to add value and diverse skills set to marketing department
- Executed search engine marketing, advertising and public relations campaigns to generate demand and sales leads
- Organized contacts and orchestrated innovative marketing campaigns to boost awareness, engagement and sales
- Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals
Branch Manager
PKLM Family Day Care
Perth , Western Australia
03.2013 - 05.2015
- Forecasted trends and recommended improvements based on financial risk analyses
- Boosted sales and customer loyalty through incentive programs
- Launched new training program to boost employee skills and staff retention rate
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set
- Gathered and reviewed customer feedback to improve operations
- Completed filings and upheld strict compliance with regulatory agencies and supervisors
- Examined customer loan applications for loan approvals and denials
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
- Consulted customers to boost product sales and services
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches
- Complied with regulatory guidelines and requirements
- Met deadlines by proactively managing individual and team tasks and streamlining processes
- Identified partnership opportunities and established favorable business connections
- Compiled database of loan applicants' credit histories, financial statements and other financial information
- Resolved various issues impacting sales management and business operations
- Maintained friendly and professional customer interactions
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments
- Implemented service improvements to enhance sales cycle
- Submitted loan applications to underwriter for verification and recommendation
- Developed and delivered polished sales presentations in order to highlight product and service quality
- Assessed employee performance and developed improvement plans
- Generated financial and operational reports to assist management with business strategy
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations
- Engaged employees in business processes with positive motivational techniques
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements
Client Services Officer
Department Of Housing And Community Development
Perth , Western Australia
01.2010 - 02.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
Client Service Representative
Qantas Airlines
Perth , Western Australia
12.2008 - 02.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Introduced clients to available online resources and services to increase convenience.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Managed receptionist area by greeting visitors, responding to telephone and email inquiries and providing information for in-person requests.
- Described product highlights and benefits to help guide purchasing decisions.
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking.
- Connected with clients through consultative sales strategies to understand and address requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Communicated professionally with colleagues, freelancers and clients.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Finance Officer
Perth , Western Australia
04.2006 - 11.2008
- Analyzed financial statements against forecasts to prepare high-level variance analysis.
- Collaborated with team leaders to define standards, policies and procedures to meet company revenue goals.
- Verified compliance of financial policies and accounting procedures against federal regulations.
- Analyzed financial data regarding product performance and customer performance and developed reports for key stakeholders.
- Established and enforced controls on revenue and expenses to protect company assets.
- Protected company assets with strategic risk management approaches.
- Increased revenue by assisting with operations management, sales and marketing efforts.
- Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
- Mitigated process gaps and managed financial operational functions.
- Evaluated applications against outline specifications to approve, reject or recommend adjustments files.
- Assessed expansion plans and presented costs to forecast trends and recommend changes.
- Built and strengthened productive and valuable industry partnerships to drive collaboration, engagement and revenue stream development.
- Maintained agile, responsive organization with sustained revenue growth by monitoring industry forecasts, honing budgets and adjusting marketing strategies.
- Identified and capitalized on community business opportunities with effective networking.
- Strengthened Regional and State operations by proactively managing and optimizing administration operations
Education
Ph.D. - Law
Victoria University
Melbourne, VIC07.2023
M.D. - Leadership And Management
University of Applied Research & Development
New Zealand 03.2023
M.D. - International Law
Griffith University
Brisbane, QLD07.2020
Bachelor of Arts - Commerce
University of Nairobi
Kenya08.2006
High School Diploma -
Kenyatta University
Kenya08.2006
Skills
- Team Collaboration
- Process Improvement
- Office Supervision
- Administration and Reporting
- Verbal and Written Communication
- Microsoft Office Suite
- Scheduling and Coordinating
- Vendor Negotiations
- Corrective Action Implementation
- Developing Policies and Procedures
- Strategic Planning
- Critical Thinking
- Performance Tracking and Evaluations
- Hiring and Training
- Employee Coaching and Motivation
- Technical Proficiency
- Managing Operations and Efficiency
- Payroll Control
- Customer Service Management
- Accounting Procedures
- Schedule Management
- Employee Onboarding
- Multitasking and Organization
- HR Support
- Event Planning
- Daily Ledgers
- Policy and Procedure Modification
- Regulatory Requirements
- Customer Care
- Accounts Payable and Receivable
- Operational Standards
- Technology Troubleshooting
- Team Collaboration
- Company Representation
- Inquiry Requests
- Project Planning
- Disciplinary Action
- Document Control
- Fiscal Management
- Status Updates
- Overseeing Daily Activities
- Operating System Installation
- Budgeting and Expense Monitoring
- Meeting Support
- Interoffice Correspondence
- Tile Installation
- Meeting Coordination
- Office Supplies and Inventory
- Best Practices and Standards
- CRM Software
- Special Requirements
- Informative Announcements
- Logistics Support Services
- Administrative Management
- Calendar Maintenance
- Material Preparation
- Proposal Writing
- Environmental Remediation
- Accounts Payable and Accounts Receivable
- Postage Meter
- Constructive Feedback
- Billing and Payment Processing
- Scoping Components
- Printing Materials
- Business Analysis
- Human Resource Management
- Registration Management
- P&L Oversight
- Wiring Maintenance
- Loss Prevention Strategies
- Volunteer Relations
- Pitch Books
- Electronic Communication Management
- Behavior Identification
- Office Management Software
- Video Recordings
- Customer Inquiries
- Wire Transfer
- Business Unit Oversight
- Negotiation and Conflict Resolution
- Reading Comprehension
- Advanced Arrangements
- Advanced Excel Spreadsheet Functions
- Community Relationships
- Productivity Improvements
- Documentation
- Recordkeeping
- Dental Staff Support
- Capital Expenditures
- Software and Hardware Implementation
- Equipment Orientations
- Workplace Safety
- Regulatory Controls
- Special Event Projects
- Maintenance Requirements
Accomplishments
- Documented and resolved [Issue] which led to results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved project by completing with accuracy and efficiency.
- Achieved organisation by introducing policies for projects tasks.
- Resolved product issue through consumer testing.
Affiliations
- International Association of Administrative Professionals
- Society of Human Resource Management
- National Association of Social Workers
- American Marketing Association
- American Society of Safety Professionals
Languages
Dinka
Elementary
Arabic
Professional Working
I Love Reading the Laws Book and Arts and Articles
About Law – Tony Honoré, Landmarks in the Law – Lord Denning
Letters to a Law Student – Nicholas McBride, Bleak House – Charles Dickens, Learning the Law – Glanville Williams, To Kill a Mockingbird – Harper Lee, Jeremy Hutchinson’s Case Histories – Thomas Grant, Winning Arguments – Jay Heinrichs
Lord Denning, A Life – Iris Freeman 10. Choice of three
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Administrative Manager
Ability Plus And Disability Services
03.2022 - Current
Operations Manager
Capability Care
12.2021 - 02.2022
Senior Campaign Manager
UNHCR Office
04.2019 - 11.2021
Human Rights Advisor
A.C.I.D International Cooperation For Development
03.2017 - 10.2019
Marketing Manager
White Butterfly Family Day Care
01.2015 - 08.2016
Branch Manager
PKLM Family Day Care
03.2013 - 05.2015
Client Services Officer
Department Of Housing And Community Development
01.2010 - 02.2012
Client Service Representative
Qantas Airlines
12.2008 - 02.2010
Finance Officer
04.2006 - 11.2008
Ph.D. - Law
Victoria University
M.D. - Leadership And Management
University of Applied Research & Development
M.D. - International Law
Griffith University
Bachelor of Arts - Commerce
University of Nairobi
High School Diploma -
Kenyatta University
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