Felicity Dan
Murrumba Downs,QLD
Summary
People-oriented Customer Service and Administration Team Leader successful in building team performance, prioritising work-loads and mentoring team members. Currently seeking a part-time or casual administration role in Qld government health sector. Well versed at coordinating daily team tasks and communication. Collaborative and resourceful professional dedicated to high level customer service, team productivity and passion for continuous learning.
Overview
3
3
years of professional experience
Work History
Team Leader - Customer Service and Administration
Brisbane City Council
Brisbane, Qld
11.2023 - Current
- Customer focused Administration Team Leader with a proven track record of managing and optimising administrative processes to enhance overall team and customer efficiencies.
- Adept at leading a team of administrative professionals to deliver high-quality support to talent acquisition and learning and development departments.
- Posses strong organisational and communication skills, with a focus on stakeholder engagement, implementing best practice and achieving consistent high level operational service delivery.
- Conduct monthly performance reviews, provide constructive feedback, and identify opportunities for professional development, contributing to a motivated and skilled team.
A/Organisational Change Management Officer
Brisbane City Council
Brisbane, Qld
01.2023 - 11.2023
- Develop and deliver organisational change management strategies through partnering and aligning effective change initiatives.
- Plan and deliver workshops that reported increased team engagement and change readiness.
- Strong interpersonal and communication skills, coupled with a deep understanding of team dynamics, to lead progress check-ins.
- Conducted training programs to equip employees with the necessary skills and knowledge to adapt to new processes.
- Design and publish organisational change management corporate intranet site.
A/Team Leader - Talent Acquisition
Brisbane City Council
Brisbane, Qld
04.2022 - 01.2023
- Lead a high-performing team talent professionals to successfully attract, hire, and retain top talent across a multidisciplinary, corporate and legislative environment.
- Establish and maintain strong relationships with hiring managers and key stakeholders, ensuring alignment between recruitment strategies, organisational and team goals.
- Maintain a proactive awareness of industry trends, labor market conditions, and competitor practices to inform recruitment best practice.
- Implement innovative and data-driven solutions to improve the overall candidate experience and streamline hiring workflows.
- Foster a culture of continuous learning and skill development within the team.
Team Leader - Customer Service and Administration
Brisbane City Council
Brisbane, Qld
05.2021 - 04.2022
- Customer focused Administration Team Leader with a proven track record of managing and optimising administrative processes to enhance overall team and customer efficiencies.
- Adept at leading a team of administrative professionals to deliver high-quality support to talent acquisition and learning and development departments.
- Posses strong organisational and communication skills, with a focus on stakeholder engagement, implementing best practice and achieving consistent high level operational service delivery.
- Conduct monthly performance reviews, provide constructive feedback, and identify opportunities for professional development, contributing to a motivated and skilled team.
Education
Bachelor Psychological Science (Honours)
University of Queensland
Brisbane, QLD12.2027
Advanced Diploma - lead and manage org change
Australian Institute of Management
Online12.2023
Advanced Diploma - Human Resource Management
TAFE Queensland
11.2012
Skills
- Team management
- Coaching and mentoring
- Customer engagement
- Process improvement
- Organisational skills
- Critiacl thinking and problem solving
- Stakeholder engagement and collaboration
- Active listening
- Highly proficient interpersonal skills
- Employee professional development
- Change management
- Talent management
Timeline
Team Leader - Customer Service and Administration
Brisbane City Council
11.2023 - Current
A/Organisational Change Management Officer
Brisbane City Council
01.2023 - 11.2023
A/Team Leader - Talent Acquisition
Brisbane City Council
04.2022 - 01.2023
Team Leader - Customer Service and Administration
Brisbane City Council
05.2021 - 04.2022
Bachelor Psychological Science (Honours)
University of Queensland
Advanced Diploma - lead and manage org change
Australian Institute of Management
Advanced Diploma - Human Resource Management
TAFE Queensland
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