Georgia Quarrell
Prospect,Tasmania
Summary
With over 10 years of experience in government communications, I have lead and managed projects and teams that enhance the quality and accessibility of services for the Tasmanian State Service and community. I hold Diplomas in Leadership and Management, Project Management, and Human Resources, which equip me with the skills and knowledge to plan, execute, monitor, and evaluate projects effectively and efficiently.
I am passionate about improving customer outcomes and empowering stakeholders through clear and collaborative communication. I have developed a holistic understanding of the government communications landscape and the needs and expectations of various audiences. I work closely with my team and other teams across the organisation to deliver high-quality outcomes that align with the organisational vision and goals. I am always looking for opportunities to learn and grow as a leader and a communicator.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Digital Communications Service Lead
Department of Premier and Cabinet
2024.03 - Current
- Engaging senior executives within the decision-making framework of government to ensure the efficient and effective delivery of the service lifecycle and the associated governance, cybersecurity, risk, catalogue, and business management of that service
- Lead the delivery of business cases outputs, and the subsequent implementation of digital and ICT risk mitigation strategies, including leading the implementation of service improvement initiatives
- Develop and maintain the DSS vendor management framework and policies
- In collaboration with the DSS Customers negotiate and manage the contracted services under this framework
- Develop, implement, and monitor policies, procedures and reporting mechanisms for governance, cybersecurity, and risk practices to support compliance and highlight areas of exposure
- Manage and mentor a team of people, who are not always in my human resources reporting structure, in the planning and delivery of service improvement initiatives.
Team Leader, Communications
Launceston General Hospital
2021.01 - 2024.03
- Oversee two teams within the Communications Department, managing switchboard and reception staff, with a total of x24 direct reports
- Accountable for the communications department budget, currently set at 2.3 million dollars
- Managing cyber security risks within department (security access, patient information and integrity of data)
- Manage and implement relevant projects within the communications domain
- Panel member for procurement, responsible for reviewing contracts open for tender at the LGH
- Operate as the Chief Warden for the entire hospital - emergency management team for emergency codes (code red - Fire, Code orange - evacuation, code yellow - internal emergency)
- Conduct performance management for all staff members, overseeing resource allocation, including rostering and recruitment
- Lead and execute change management initiatives related to communications in the northern region of Tasmania for the Tasmanian Health Service
- Provide leadership and guidance to the Communications staff, ensuring the day-to-day delivery of services such as ARC switchboard operation, reception, telephony, and mobile services throughout the LGH precinct
- Coordinate all activities related to communication services throughout the LGH precinct, including the review of monthly cost centre reports, maintenance of records, and account verification/certification
- Collaborate with external agency contacts and contracted communication providers to ensure effective and modern communications services for the LGH precinct.
Acting Team Leader of the Service Centre
Department of Premier and Cabinet
2020.05 - 2021.01
- Managing and mentoring a team of seven staff members in a call centre type environment which stretches across Launceston and Hobart
- Responsible for completing performance management reviews and discussions with team members
- Responsible for the ongoing training and workshops related to the continuous service improvement
- Incident management and escalations for day-to-day operations
Communications after Hours On Call
Department of Premier and Cabinet
2018.01 - 2021.01
- Responsible for being available for call outs during rostered period (1 week out of 5)
- Accountable for answering after hours phone calls and providing technical support
- Provide support and escalations to Major Incident Manager
Project Officer
Department of Premier and Cabinet
2019.06 - 2020.05
- Lead Service Desk Consolidation Project - Amalgamation of teams to create a first point of contact for DSS
- Volume Call Handling Project (Finesse) – Consult with all government agencies on new solution, implement, manage and support future requirements
- Lead small team to develop subject matter experts from functional teams
- TAMDR ISDN – Replacement of redundant telephony systems for the North of the state
- Contracts and Procurement – automated system to monitor and manage current internal contracts within DSS
- PowerBI data visualisation
- Microsoft Forms
- Microsoft Project
- Project status reporting
Communications Business Consultant
Department of Premier and Cabinet
2018.01 - 2019.06
- Undertake support and project management tasks associated with the implementation, delivery and support of services or products and participate as a member of project teams as required
- In relation to communications, technologies undertake consultancies with TMD customers specifically to identify their business needs, develop solutions and assist with the implementation of new services and assist with the improvement of existing services
- Provide advanced support and advice to the Communications Service Delivery Team with provisioning, resolution of service issues and ongoing support
- Develop operational and administrative procedures for TMD Communications under the direction of Manager Implementations and Support
- Develop, implement and modify procedures to ensure continuous service improvement, as required.
Service Delivery Officer
Department of Premier and Cabinet
2017.09 - 2018.01
- Responsible for the provision of a high-level customer service
- Providing mentoring to colleagues in volume call handling solutions
- Mentoring colleagues in VOIP solutions and processes
- Managing NBN, PSTN, Spectrum, mobiles and ISDN telephone line faults and developing new sites and services
- Delivery of training, consultancy and solutions to State Government agencies for current telephony systems
- Participation in Volume Call Handling Telephone Queue projects and audible announcements
- Lead in the LGH Connect V telephone roll out Head Quarters
- Provide customer training and consultancy on the functions of TMD’s communication services and products to ensure optimum benefits for customers
- Involved in the merge of the IT Government contact Centre (placing government on one platform)
- Providing on-site incident triage support to customers.
Project Support Officer
Department of Premier and Cabinet
2017.03 - 2017.09
- Provide advanced support and advice to the Communications Service Delivery Team with provisioning, resolution of service issues and ongoing support for current projects being completed by the division.
Service Delivery Officer
Department of Premier and Cabinet
2015.03 - 2017.03
- Responsibilities as listed in above entry dated September 2017 – January 2018
Account Manager
Telstra Business Centre
2014.11 - 2015.02
- Principal Customer Contact Specialist
- Deliver clients a whole of business service model
- Analyze client needs and develop solutions that are fit for purpose
- Provide a distinctive edge in client relationship management by maintaining current knowledge of products, telecommunications technology and competitors via training, networking and general reading
- Seek opportunities to build brand value and act on these.
Service Delivery Officer
Department of Premier and Cabinet
2014.01 - 2014.11
- Responsibilities as listed in above entry dated September 2017 – January 2018
Trainee
Department of Premier and Cabinet
2012.08 - 2013.12
- Responsibilities as listed in above entry dated September 2017 – January 2018
Education
Bachelor of Education -
University of Tasmania
Launceston, TAS2012
Skills
- Project Management
- Technical Troubleshooting
- People Management
- Performance Improvement
- Business Continuity
- Stakeholder Management
Registrations
Working with Vulnerable People, 803483270
Certification
Full Motor Vehicle License
Vaccinations
COVID-19, 11/28/21
Accreditations
- 06/01/22, BSB50618 - Diploma of Human Resources Management, First Choice College 31707
- 05/01/20, Mental Health First Aid, OzHelp Tasmania
- 05/01/19, BSB51415 Diploma of Project Management, First Choice College 31707
- 05/01/17, BSB51915 Diploma of Leadership and Management, First Choice Training 31707
- 12/01/13, Certificate III in Business, MEGT Traineeship
References
- Mr Richard Wilson, Deputy Director Service Operations, Service Tasmania, Department of Premier and Cabinet, 0439 313 378
- Mrs Lee Dunn, Manager, Communications, Royal Hobart Hospital, Department of Health and Human Services, 0429 390 125
- Miss Miranda Jordan, Emergency and Fire Safety Coordinator, Launceston General Hospital, Department of Health and Human Services, 0448 973 338
Timeline
Digital Communications Service Lead
Department of Premier and Cabinet
2024.03 - Current
Team Leader, Communications
Launceston General Hospital
2021.01 - 2024.03
Acting Team Leader of the Service Centre
Department of Premier and Cabinet
2020.05 - 2021.01
Project Officer
Department of Premier and Cabinet
2019.06 - 2020.05
Communications after Hours On Call
Department of Premier and Cabinet
2018.01 - 2021.01
Communications Business Consultant
Department of Premier and Cabinet
2018.01 - 2019.06
Service Delivery Officer
Department of Premier and Cabinet
2017.09 - 2018.01
Project Support Officer
Department of Premier and Cabinet
2017.03 - 2017.09
Service Delivery Officer
Department of Premier and Cabinet
2015.03 - 2017.03
Account Manager
Telstra Business Centre
2014.11 - 2015.02
Service Delivery Officer
Department of Premier and Cabinet
2014.01 - 2014.11
Trainee
Department of Premier and Cabinet
2012.08 - 2013.12
Bachelor of Education -
University of Tasmania
Full Motor Vehicle License
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