Hayley Howell

Encouraging and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Where I can add value to a team environment.

• University of Auckland (BA – Psychology as major) (not completed)
• Certificate in Coaching
• Certificate in Delighting Customers
• Managing difficult customers and situations including complaint handling
• Building rapport and engaging with clients
• Essential customer service
• Superintendents Certificate
• Key role in apprehension of offender threatening to kill members of the public. I encouraged the offender to give themselves in to police ensuring the safety of persons and members of the public.
• Various commendations from general public, for high level of quality service provided.
• Various commendations for Crime Stoppers reports: Several offenders have been taken into custody due to my questioning skills that assisted in the apprehension of the offenders. Ensuring safety of Police Officers by supplying information relating to weapons storage and behaviour of the offenders
• Vodafone certificate – for exceptional customer service
• Westpac - Three separate awards for great customer service.
• Startel Teleperformance – Grand prix customer service award 2001 (as part of the WestpacTrust Call centre team)

• 09/05/22, Present, QLD Health, Director Support Officer, Executive Surgical Services, Coordinate with Department Director, Ward NUM, Human Resources, Payroll services, Switch, and other relevant areas regarding doctor staff matters and associated issues in an efficient manner., Coordination of Directors' diary for meetings., Creation of consultants EMF/FTE contracts and submission to Medical Recruitment and Executive team for completion., Prepare and update full unit doctors' rosters, various leave types, and associated reports (including leave), liaising with appropriate professional staff, and disseminating information to staff as required whilst maintaining accurate records., Onboarding of new doctors into the department throughout the year with term rotations., Facilitate and coordinate departmental meetings, ensuring catering and sponsorship requirements are met. Minute taking, disseminating information within the area when required including training sessions., Liaising with Outpatients Department to reduce or alter consultant’s clinics., Liaise with Outpatients Team Leader to create new clinics with ESM builds of clinics., Manage incoming mail & emails, collection & return of consultant outpatient triaging, for the department., S4HANA organisation of maintenance and minor works requests., Management of departmental stationary & equipment orders., Organisation of departmental functions and external meetings & Daily administration tasks, I’ve confidently trained other Director Support Officers, with good feedback.
• 02/01/11, 09/02/22, QPS Policelink, Client Service Officer, Specialist Operations, Rapport building: I’m trained and experienced in dealing with a multitude of complaints, reports and situations, consistently achieving KPI’s and being recognised for outstanding results through commendations from police and the general public., Accountability: Ensuring information within report structure is suitable for court procedures, should it lead to the prosecution process., Decision making: Highly experienced in facilitating and progressing urgent assist procedures for general public in desperate situations, ensuring policy and procedures closely followed, this promotes quick ethical decisions for the safety of all persons involved and maintains the reputation of the QPS., Empathetic: Suicide caller assistance, negotiation of offenders away from victims in danger, by listening to their situations and finding supportive strategies to resolve their grievances, thus creating a safer environment for the caller and the community., Queensland Police Achievement commendations for work delivered internally and to members of the public., Construction and submission of Police Reports in accordance with commonwealth and state government legislation., Communication: Ensuring Police Report procedures are followed, with Crime Classification adhered to. Accurate and succinct information progressed without misinterpretation., Contact with general public in building rapport and ensuring information gathered for investigative purposes. Supporting the strategic direction of the QPS by engaging and building relationships with the community., Intelligence reports: Developing criminal information important for Queensland Police and interstate investigations., Crime Stopper reports: Ensuring that information recorded and detailed is precise, unbiased, accurate and supported with evidential findings., Report creation of Hoonline, Fuel Drive off, stealing, break and enter, and community assistance reports., Ensuring business objectives of Queensland Police and public needs were met in a professional manner supported by numerous accolades from public and QPS., Effective decision-making & attention to detail. Proven by high rate of successful submissions and progressions of cases without return for more supporting evidence. Thus, reducing errors and ensuring accuracy of evidence supporting court cases., Daily updating: Product knowledge of ongoing changes within the Queensland Police and Policelink. Achieved through checking changes to legislation from Commissioner or Government stakeholders., Motivating co-workers with positive reinforcement, ensuring they are okay after difficult calls as well as boosting morale., Monitoring of the QPS Facebook page and My Police pages, social media platforms and Twitter, checking for accuracy of information and making changes where needed., Delivering updates on crimes and safety directions during serious events to the community., Analysing evidence and information to ensure strategically targeted details are provided to the public.

Employment References

QLD Health Team Leader:

Justine Hook

Ph: 0404 889 307

Email: Justine.Hook@health.qld.gov.au

QPS Relieving Team Leader

Luke Cantrell

Ph: 0423 105 206

Email: Cantrell.LukeJ@Police.qld.gov.au

My Police Sergeant who I reported to for direction about incidents in my workload

SGT Andrew Holderness

Sergeant’s Badge # 4005806

Wk Ph: 30556899

Email (preferred contact) Holderness.Andrew@police.qld.gov.au

Previous QPS Team Leader:

Grant McDonald

Ph: 0430 648 541

Email: McDonald.GrantA@Police.qld.gov.au