Ebony Ferguson
Perth,WA
Summary
Program Manager with a proven track record at Services Australia, excelling in project management and stakeholder engagement. Successfully identified process improvements, facilitated impactful workshops, and guided teams to achieve program milestones. Adept at risk assessment and fostering collaboration, driving initiatives that enhance operational efficiency and team performance.
Overview
7
7
years of professional experience
Work History
Program Manager
Services Australia
Perth, Western Australia
01.2024 - Current
- Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
- Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
- Provided guidance and support to team members in order to achieve targets within defined deadlines.
- Facilitated workshops designed to educate stakeholders about best practices for managing programs successfully.
- Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
Program Officer
Services Australia
Perth, Western Australia
09.2022 - 01.2024
- Anticipated operational needs to forecast deadlines, establish objectives, and coordinate assignments.
- Led cross-functional teams to enhance project impact and improve internal capacity.
- Prepared detailed reports and presentations to communicate program progress to stakeholders.
- Monitored program performance, identified improvement areas, and recommended corrective actions.
- Attended conferences and workshops to remain informed about sector trends and expand networks.
- Facilitated stakeholder communication through regular updates via email newsletters and social media.
Team Leader
Services Australia
Perth, Western Australia
03.2020 - 09.2022
- Maintained a positive work environment that promoted collaboration between team members.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
Service Officer
Services Australia
Perth, Western Australia
11.2018 - 03.2020
- Greeted customers upon arrival at the office and assisted them with their needs.
- Scheduled appointments for clients who needed further assistance or had more complex requirements.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with social workers to support Customers.
- Participated in team meetings, contributing ideas for process improvements or service enhancements
Education
Diploma in Australia Goverment
CIT Solutions
11-2019
Year 12 -
Peter Carnley
Wellard, WA11-2017
Skills
- Project management
- Risk assessment
- Process improvement
- Stakeholder engagement
- Team leadership
- Data analysis
Timeline
Program Manager
Services Australia
01.2024 - Current
Program Officer
Services Australia
09.2022 - 01.2024
Team Leader
Services Australia
03.2020 - 09.2022
Service Officer
Services Australia
11.2018 - 03.2020
Diploma in Australia Goverment
CIT Solutions
Year 12 -
Peter Carnley
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