Heather Divine
Logan,QLD
Summary
Skilled professional in disability, hospitality, and administrative functions, focusing on person-centered approaches. History of successfully motivating individuals and teams, resulting in enhanced operational efficiency. Strong commitment to promoting inclusivity and making impactful contributions in varied environments.
Overview
16
16
years of professional experience
Work History
Hospital Programs Team Leader
Ronald McDonald House Charities
South East Queensland, QLD
06.2025 - Current
- Managed team schedules and coordinated resource allocation to optimize productivity.
- Developed comprehensive training materials for effective onboarding of new team members.
- Facilitated collaboration across departments to improve project outcomes.
- Implemented process improvements that enhanced workflow efficiency.
- Resolved team conflicts, fostering a positive work environment.
Human Resources Officer/Operations Support Coordinator
Disability & Youth Group Management
, QLD
06.2023 - 06.2025
- Improved workforce compliance with State and Federal laws, NDIS Standards, and company policies for 150 staff members.
- Conducted companywide training sessions to ensure knowledge refreshment among employees.
- Oversaw disciplinary actions, grievances, and performance reviews to address staff issues effectively.
- Successfully resolved conflicts among staff, clients, and their support networks.
- Managed end-to-end recruitment, training, and onboarding for employees and volunteers.
- Provided guidance on pay negotiations, redundancy processes, and employee benefits administration.
- Implemented workforce planning strategies to improve retention rates and career advancement paths.
- Organised regular toolbox meetings to foster diversity awareness and skill enhancement in departments.
Document Control Quality Assurance - Contract
Viatris Pharmaceuticals
, QLD
05.2022 - 06.2023
- Ensured timely execution of GMP document control, retention, and distribution at site.
- Oversaw secure transfer of pharmaceutical records to uphold data integrity standards.
- Facilitated electronic conversion of confidential documents for efficient global database integration.
- Developed comprehensive SOPs and work instructions for uniform application across departments.
- Maintained rigorous compliance with GMP and global FDA regulations throughout organisation.
- Participated in internal and external audits, supporting FDA evaluations and company requirements.
- Proud Mental Health Ambassador and LGBTQIA+ ERG Representative to enhance workplace inclusivity.
- Achieved KPIs while managing projects both independently and within a team environment.
Duty Manager
The Alpine Hotel Cooma
, NSW
01.2020 - 05.2022
- Arranged functions and live events for both local and interstate acts for up to 1000 people
- Developed weekly rosters and daily structures to optimize team performance.
- Collaborated with diverse teams, including suppliers, performers, and staff to achieve goals.
- Facilitated conflict resolution processes for customers and stakeholders effectively.
- Monitored compliance with RSA and RCG laws among all staff members.
- Administered departmental budget, ensuring adherence to financial limits.
- Assessed business performance at individual and team levels, recommending improvements.
- Mentored new employees on company protocols, enhancing their understanding of roles.
Retail Assistant
BWS Cooma
, QLD
01.2020 - 05.2022
- Provided exceptional customer service, contributing to positive client experiences.
- Independently managed restocking and organization of cool rooms and store areas.
- Worked collaboratively within a team to maximize operational efficiency.
Senior Support Worker
Interchange Illawarra
, NSW
10.2009 - 04.2020
- Advocated for people with disabilities within various support and family services.
- Promoted to Senior Support Worker at 16 and lead worker and client groups for activities to boost participation.
- Promoted community involvement, resulting in enhanced quality of life.
- Administered personal care, medication, conflict resolution, and skills training.
- Maintained comprehensive records of all client interactions to ensure legal compliance.
- Identified risks associated with care services and implemented effective strategies to minimize them.
- Coordinated communication between parents and caregivers to optimize service delivery.
Transition to Work Mentor
Northcott Wollongong
, NSW
01.2016 - 01.2018
- Empowered customers with confidence and diverse choices to maximize opportunities.
- Facilitated skill development for school leavers, preparing them for employment.
- Assisted customers in setting and reaching individual objectives effectively.
Teachers Aid
NSW Department of Education
01.2013 - 01.2016
- Developed opportunities for students with disabilities to enhance personal, social, domestic, and pre-vocational skills.
- Performed clerical duties such as answering phones, managing files, and processing paperwork.
- Tailored support to address specific individual needs effectively.
Kitchen Hand & Waitress
Jamberoo Valley Lodge & Lorenzos Diner
06.2010 - 01.2013
- Delivered exceptional customer service by fostering a friendly atmosphere.
- Adhered to all relevant Work Health and Safety/Food Safety regulations.
- Sustained tidiness of front bar and dining areas throughout service shifts.
Education
Human Resources Management - Certificate IV
Australian Institute of Management
03-2025
NDIS Worker Screening -
NDIS Worker Screening
06-2028
Working With Children Check -
Blue Card Services
QLD06-2026
First Aid & CPR -
First Aid 4 U Gold Coast
06-2027
Mental Health First Aid -
St Johns Ambulance
08-2022
RSA & RCG -
BarMax
01.2020
Mental Health - Certificate IV
TAFE NSW
NSW06-2016
Disability Services - Cert IV & Diploma
TAFE NSW
NSW11-2014
Business & Leadership - Certificate III
Scouts Australia
NSWDisability Support - Certificate III
TAFE NSW
NSWSkills
- Negotiation and conflict resolution
- Clerical and administrative expertise
- Expertise in Microsoft Office Suite
- Skilled in Excel and SAP systems
- Proficient in Trackwise, Xero, Adobe, Canva, Deputy, Shiftcare
- Exceptional customer support skills
- Team-oriented service delivery
- Quick adaptability to new concepts
- Innovative organisational problem solving
Accomplishments
2024 Gaven Women in Business Nominee
2013 Australian Queen Scout Award
2012 Young Citizen of the Year Wollongong
References
Kyle O’Rourke
Lead HR & Operations Manager
Disability & Youth Group Management (DAYGM)
0468 478 352
Taylor Connelly
People & Culture Coordinator
Sun Care
0403 621 245
Tegan McKay
Admin for DE
Arcadia College
0437 955 080
Timeline
Hospital Programs Team Leader
Ronald McDonald House Charities
06.2025 - Current
Human Resources Officer/Operations Support Coordinator
Disability & Youth Group Management
06.2023 - 06.2025
Document Control Quality Assurance - Contract
Viatris Pharmaceuticals
05.2022 - 06.2023
Duty Manager
The Alpine Hotel Cooma
01.2020 - 05.2022
Retail Assistant
BWS Cooma
01.2020 - 05.2022
Transition to Work Mentor
Northcott Wollongong
01.2016 - 01.2018
Teachers Aid
NSW Department of Education
01.2013 - 01.2016
Kitchen Hand & Waitress
Jamberoo Valley Lodge & Lorenzos Diner
06.2010 - 01.2013
Senior Support Worker
Interchange Illawarra
10.2009 - 04.2020
Human Resources Management - Certificate IV
Australian Institute of Management
NDIS Worker Screening -
NDIS Worker Screening
Working With Children Check -
Blue Card Services
First Aid & CPR -
First Aid 4 U Gold Coast
Mental Health First Aid -
St Johns Ambulance
RSA & RCG -
BarMax
Mental Health - Certificate IV
TAFE NSW
Disability Services - Cert IV & Diploma
TAFE NSW
Business & Leadership - Certificate III
Scouts Australia
Disability Support - Certificate III
TAFE NSW
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