Hemara Kirby
Prestons
Summary
Results-driven professional with extensive experience in program management and coordination. Known for delivering high-impact projects and fostering strong team collaborations. Adaptable and reliable, excelling in dynamic environments and consistently achieving targeted outcomes.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Groups and Social Outings Coordinator
Active Care Network
06.2022 - Current
- Research, plan and design a 3-month social calendar for clients living in the local government area of Blacktown, Penrith, Blue Mountains and Hawkesbury to enhance Key Performance Indicators (KPIs)
- Research, design, and negotiate economical overnight accommodation and activities for clients with the goal of enhancing participation rates
- Organise and facilitate person-centered group activities and social events
- Coordinate logistics and create daily itineraries for drivers
- Entered data, generated reports, and produced tracking documents.
- Manage communication, promote engagement and collaborate with a number of external and internal stakeholders
- Create, implement and review processes and procedures to streamline the flow of work to increase efficiencies
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Maintain Groups and Buses calendar is updated and accurate daily
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Collaborate with the operations team to explore creative solutions for enhancing client transportation services
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Collaborate with external groups coordinators to ensure alignment with proper processes and fulfillment of their requests
- Coordinated logistics for large-scale events, significantly reducing setup times and eliminating scheduling conflicts.
- Streamlined administrative processes, allowing for more efficient use of resources and better support for project teams.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Transport Operations Support Officer
Active Care Network
05.2021 - 06.2022
- Provide administrative and logistical support to the operations team
- Coordinate, plan and assist with schedules, route planning and managing documentation
- Maintain and update relevant team members and departments of changes to Government compliance and regulations
- Identify area of improvement and work in collaboration with relevant team members to address and develop processes streamline efficiency
- Create comprehensive documentation for both new hires and existing staff as a reference guide
- Provide support as needed in addressing phone inquiries and resolving clients’ issues
- Undertake and manage projects that involve a variation approach from the management level
- Fulltime
Customer Success Manager
Routematch by Uber
04.2020 - 03.2021
- Maintain the ongoing accuracy and currency of information in the Salesforce client database
- Respond promptly to support emails and ensure timely follow-up
- Coordinate with clients to schedule and perform the updating of Samsung tablet software, ensuring optimal functionality of apps
- Utilise Salesforce to initiate support cases and close them upon the completion of the support request efficiently
- Collaboration with Client Success Managers on administrative tasks to optimise workflow efficiency
- Elevate intricate cases to Senior Client Success Management promptly and efficiently
- Fulltime
- Work from home
Client Care Administrator
Routematch Software
01.2019 - 01.2020
Scheduler Officer
Busways Company
01.2018 - 11.2018
Program Coordinator
Bankstown Canterbury Community Transport Inc
04.2016 - 03.2018
Transition Manager
Gandangara Transport Service
05.2015 - 03.2016
Program and Fleet Coordinator
Bankstown Canterbury Community Transport Inc.
01.2012 - 04.2015
Program Coordinator
Bankstown Canterbury Community Transport Inc
05.2015
Fleet Coordinator
Bankstown Canterbury Community Transport Inc
08.2014
Program Coordinator
Bankstown Canterbury Community Transport Inc
10.2013
Service Administrator
Bankstown Community Transport Inc.
09.1998 - 10.2013
Service Assistant
Bankstown Community Transport Inc
09.1996 - 09.1998
Education
Training and Assessment Education Certificate IV -
01.2018
Diploma of Management - undefined
01.2015
NSW Bus and Coach Operator Course (BOAS) - undefined
01.2013
Certificate IV in Community Services - undefined
01.1999
Skills
- Proficient in rapidly and effectively acquiring new skills and adapting to changes
- Extensive knowledge of Community Transport Industry, the Aged Care and Disability sector
- Demonstrates exceptional time management skills, adept at meeting deadlines, and maintaining composure in high-pressure situations
- Exceptional experience in overseeing and supervising staff/teams
- Proficient in strategic planning, analysis, prioritization, and effective problem-solving for achieving favourable outcomes
- Extensive background in addressing customers’ complaints and feedback, ensuring positive resolutions and favourable outcomes
- Possesses exceptional knowledge and consistently demonstrates high-quality customer service
- Excellent precision in attention to detail and a remarkable capacity to retain information
- Excellent communication abilities, encompassing effective networking with individuals across all organisational levels
- Demonstrated skill in establishing rapport and sustaining professional relationships with external suppliers and stakeholders
- Comprehensive proficiency with internal logistic software, Customer Relationship Management and Government Data Exchange programs
- Moderate proficiency in Microsoft Office, including Outlook and other essential applications
- Thorough knowledge of Work Health & Safety and Anti-discrimination Laws
- Comprehensive knowledge of Sydney Metropolitan and the use of Google Maps
- Program management
- Office administration
- Proactive mindset
- Strategic planning
Certification
Current NSW LR
Languages
Samoan and English
Interests
- Dancing
- Music
- Watching Movies and TV Shows
- I enjoy cooking for friends and family gatherings
Timeline
Groups and Social Outings Coordinator
Active Care Network
06.2022 - Current
Transport Operations Support Officer
Active Care Network
05.2021 - 06.2022
Customer Success Manager
Routematch by Uber
04.2020 - 03.2021
Client Care Administrator
Routematch Software
01.2019 - 01.2020
Scheduler Officer
Busways Company
01.2018 - 11.2018
Program Coordinator
Bankstown Canterbury Community Transport Inc
04.2016 - 03.2018
Transition Manager
Gandangara Transport Service
05.2015 - 03.2016
Program Coordinator
Bankstown Canterbury Community Transport Inc
05.2015
Fleet Coordinator
Bankstown Canterbury Community Transport Inc
08.2014
Program Coordinator
Bankstown Canterbury Community Transport Inc
10.2013
Program and Fleet Coordinator
Bankstown Canterbury Community Transport Inc.
01.2012 - 04.2015
Service Administrator
Bankstown Community Transport Inc.
09.1998 - 10.2013
Service Assistant
Bankstown Community Transport Inc
09.1996 - 09.1998
Diploma of Management - undefined
NSW Bus and Coach Operator Course (BOAS) - undefined
Certificate IV in Community Services - undefined
Training and Assessment Education Certificate IV -
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