Gemma Shrubb
Loganlea,Australia
Summary
Dynamic administrative and executive support professional with extensive experience in APS environments, legal services, and customer operations. Exceptional organizational abilities and a strong aptitude for stakeholder engagement and enhance communication across teams. Recognized for a proactive approach that significantly improves operational efficiency while supporting leadership in achieving strategic objectives. Committed to delivering high-quality support that drives success in fast-paced environments, ensuring seamless operations and exceptional service delivery.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Independent Contractor – Food Delivery Services
Uber Eats / DoorDash
08.2025 - Current
- Delivered food orders promptly while maintaining high customer satisfaction ratings.
- Managed multiple deliveries efficiently, optimizing routes to meet deadlines and maximize profitability.
- Operated as a self-employed contractor, balancing flexible scheduling with consistent income goals.
- Applied strategic planning to streamline routes, reduce costs, and ensure timely service in a competitive gig economy.
- Strengthened customer service skills by resolving issues quickly and professionally, building rapport with diverse clients.
- Maintained accurate financial records, demonstrating accountability and strong organizational skills.
- Ensured vehicle safety and compliance with local regulations while adapting to varied delivery environments.
AO3 Client Information Officer – Contact Centre
Legal Aid Queensland
09.2024 - 09.2025
- Managed incoming calls, provided legal information, and assisted clients in understanding legal processes.
- Directed clients to appropriate legal services and external agencies based on their needs.
- Worked with individuals experiencing vulnerabilities, using a trauma-informed and culturally safe approach.
- Assisted in drafting routine correspondence and maintained accurate documentation.
- Contributed to policies and procedures to enhance client service standards.
- Participated in skill development, call monitoring, and team planning.
Customer Solutions Specialist – Channel Operations (Remote)
Probe Group
06.2022 - 09.2024
- Delivered exceptional customer service, assisting members with account inquiries via inbound calls.
- Conducted hospital pre-admissions, verifying eligibility for members.
- Worked remotely within a collaborative team environment, ensuring quality outcomes for customers.
- Navigated multiple systems efficiently to provide members with accurate and timely information.
- Managed and documented customer interactions, escalating cases or complaints and updating accounts as needed.
- Built strong rapport with members, offering empathetic and engaging support.
- Adapted quickly to new systems and processes, demonstrating high-level computer literacy.
- Met and exceeded KPIs and performance targets in a dynamic customer service setting.
APS 5 Coordination Officer/Unit Security Officer – Independent Assurance
Department of Defence
10.2019 - 12.2020
- Engaged with stakeholders across Defence to coordinate and plan senior-level board meetings, maintaining effective communication with senior executives, stakeholders, and external agencies.
- Reviewed and analysed information to ensure accuracy in relation to projects, timeframes, and Investment Committee requirements.
- Provided high-level corporate administrative support before and after meetings, including preparation of meeting documents, distribution of briefing packs, and board meeting arrangements.
- Maintained and distributed the Independent Assurance Review forward working program and other relevant materials for dissemination.
- Served as Unit Security Officer, identifying security breaches, managing security clearances, processing access requests, and briefing personnel on overseas travel protocols.
APS 5 Executive Assistant to First Assistant Secretary, Program Performance Division
Department of Defence
04.2019 - 10.2019
- Provided front-of-office executive support, managing appointment scheduling and meeting arrangements for the First Assistant Secretary.
- Advised, arranged, coordinated, and reconciled domestic and international travel for SES Officers.
- Liaised daily with key stakeholders, visitors, and external agencies, ensuring effective communication and coordination.
- Exercised discretion and sound judgment while serving as the primary point of contact for SES support.
- Prepared briefing packs, reports, and papers using available information for senior Defence committees.
- Assisted with finance support in accordance with Defence Chief Executive Instructions.
- Maintained records management systems in compliance with Defence policies and procedures.
APS 4 Executive Assistant to Assistant Secretary – ICT Architecture
Department of Defence
01.2019 - 04.2019
- Provided high-level executive support, overseeing front-of-office functions, appointment scheduling, and meeting arrangements for the Assistant Secretary of ICT Architecture.
- Managed all aspects of domestic and international travel for SES Officers, including coordination and reconciliation.
- Liaised with key stakeholders, visitors, and external agencies while exercising discretion, judgment, and serving as a primary point of contact for support.
- Identified and resolved issues by actively listening, asking clarifying questions, and applying logical reasoning.
- Maintained records management systems in accordance with Defence policies and procedures.
APS 3 Project Support Officer/Australian Indigenous Government Development Program Trainee
Department of Defence
09.2017 - 01.2019
- Assisted in the delivery of projects and key initiatives, ensuring alignment with agreed scope, timelines, cost, and expected outcomes.
- Drafted briefs, coordinated meetings, provided secretariat support, and liaised with stakeholders to facilitate project progress.
- Built and maintained strong stakeholder relationships across the business to support effective knowledge translation and engagement.
- Developed a broad understanding of the ICT environment and key industry stakeholders.
- Supported continuous improvement initiatives by conducting evidence synthesis, translation, and information dissemination.
- Adopted an agile and collaborative approach to work, addressing evolving business needs and fostering a culture of change and innovation.
- Completed a 15-month Indigenous Australian Government Development Program, earning a Diploma of Government (Project Management).
Education
Diploma - Government
Transformed (Department of Defence Traineeship)
Canberra, ACTCertificate III - Business Administration
STS Learning
Brisbane, QLDSkills
- Administrative support
- Executive administrative support
- Diary and travel management
- Document and information management
- Stakeholder communication
- Legal administrative support
- Project coordination
Career Highlights
- Supported SES executives across multiple Defence divisions with high-level scheduling and travel coordination.
- Delivered trauma-informed client support at Legal Aid Queensland, improving service outcomes.
- Managed governance documentation and security compliance for senior Defence committees.
Certification
- Certificate IV in Justice Studies (Current)
- Diploma of Government (Specialising in Project Management)(2018)
- Certificate III in Business Administration (2007)
Additional Experience
- Far North Coast Institute of TAFE – Jan 2017 to Sept 2017: TAFE Process Works Officer
- Aboriginal Affairs NSW – Jan 2010 to Aug 2010: Executive Support Officer
- Metropolitan Institute of TAFE – Oct 2007 to Jul 2008: Administration and Customer Service Officer
- Brisbane City Council – Jul 2006 to Jun 2007: Business Admin Trainee/Management Support Officer
Timeline
Independent Contractor – Food Delivery Services
Uber Eats / DoorDash
08.2025 - Current
AO3 Client Information Officer – Contact Centre
Legal Aid Queensland
09.2024 - 09.2025
Customer Solutions Specialist – Channel Operations (Remote)
Probe Group
06.2022 - 09.2024
APS 5 Coordination Officer/Unit Security Officer – Independent Assurance
Department of Defence
10.2019 - 12.2020
APS 5 Executive Assistant to First Assistant Secretary, Program Performance Division
Department of Defence
04.2019 - 10.2019
APS 4 Executive Assistant to Assistant Secretary – ICT Architecture
Department of Defence
01.2019 - 04.2019
APS 3 Project Support Officer/Australian Indigenous Government Development Program Trainee
Department of Defence
09.2017 - 01.2019
Diploma - Government
Transformed (Department of Defence Traineeship)
Certificate III - Business Administration
STS Learning