Jacqueline Niclasen
Hallam,VIC
Summary
Accomplished Mail Process Coordinator with expertise and experience best practice business to deliver best performance, efficiency and value to customers. Takes initiative and provides end-to-end solutions to create lasting value to the Sort Plan Team. Excellent interpersonal and communication skills to establish and maintain effective relationships with internal and external stakeholders.
Detail-oriented professional with 15 years in operations. Continuously improves safety performance and culture to promote sustainable value within Post. Demonstrates excellent time management techniques and organizational skills to meet business targets, perform under pressure and manage complex workload.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Mail Process Coordinator
Australia Post
11.2023 - Current
- Facilitated communication between departments to ensure seamless collaboration on projects and alignment with organizational goals.
- Analyzed workplace practices to meet goals by specific deadlines.
- Cultivated professional working relationships with peers and supervisors.
- Implemented policies and standard operating procedures for continuous improvement.
- Assisted representatives with development of basic and advanced PM task descriptions.
- Developed and implemented process improvement initiatives to enhance overall productivity and reduce waste.
- Ensured compliance with industry regulations by closely monitoring all aspects of production process and implementing necessary changes as required.
Process Coordinator
Australia Post
12.2022 - 11.2023
- Provided support during audits by maintaining thorough records of all relevant documentation related to process coordination activities within organization.
- Supported internal and external stakeholders to complete business processes.
- Evaluated areas of risk to recommend mitigation strategies for deliverables.
- Evaluated vendor performance regularly to ensure their adherence to contractual agreements while maintaining strong professional relationships for future collaborations.
- Identified opportunities for cost savings by analyzing existing procedures and reallocating resources more efficiently.
- Consulted with Testing Coordinator for process development of production environment.
- Facilitated communication between departments to ensure seamless collaboration on projects and alignment with organizational goals.
- Assisted representatives with development of basic and advanced PM task descriptions.
- Monitored equipment maintenance schedules, coordinating repair work when necessary to minimize downtime and maintain optimal productivity levels.
- Identified inefficiencies and improvement opportunities to provide advice and support documentation for evaluation of initiative opportunities.
- Implemented Lean Manufacturing techniques to minimize waste and maximize output without sacrificing quality or safety standards.
- Developed and implemented process improvement initiatives to enhance overall productivity and reduce waste.
- Conducted root cause analyses to address recurring issues within manufacturing process, developing long-term solutions for improved performance.
- Identified financial and resource productivity gains and developed opportunities to market services.
Network Trainer
Australia Post
11.2021 - 12.2022
- Developed comprehensive training materials for network professionals, leading to increased productivity and efficiency.
- Assessed trainee progress through evaluations and feedback, ensuring optimal learning outcomes.
- Implemented ongoing skill assessments to identify areas of improvement for both individual learners and overall team performance.
- Increased employee confidence in handling complex networking tasks through targeted skill-building exercises during trainings.
- Stayed current with industry trends by attending conferences and workshops, bringing valuable insights back to organization.
- Promoted a culture of continuous learning, developing series of advanced network training modules for experienced professionals.
- Tailored course content and delivery methods to accommodate different learning styles, ensuring accessibility and comprehension for all participants.
- Conducted regular reviews of existing training materials, updating content as needed based upon technological advancements or organizational changes.
- Delivered engaging network training sessions, resulting in high participant satisfaction and knowledge retention.
- Partnered with management to align network training goals with company objectives, promoting consistency throughout organization.
- Reduced troubleshooting time by emphasizing diagnostic best practices during instruction sessions.
- Optimized overall cost-efficiency of organization's networks by teaching staff how to implement preventative maintenance measures.
- Enhanced network training programs by incorporating real-world scenarios and hands-on activities.
- Coordinated scheduling for all network-related trainings, maximizing availability while minimizing disruption to business operations.
- Provided coaching and mentoring to employees.
- Trained and mentored 50 new personnel hired to fulfill various roles.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 20%.
Injury Management & Safety Liaison
Australia Post
01.2020 - 11.2021
- Served as primary point of contact, fostering strong relationships between internal teams and external partners. E.g., Managed approximately 30 incoming calls, emails and faxes per day from internal and external customers.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
- Collaborated closely with department heads to identify opportunities for process improvement initiatives.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Streamlined information flow for increased efficiency by implementing centralized document management system.
- Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
- Acted as liaison between upper management and staff members, promoting positive working relationships built on trust.
- Successfully communicated with entities inside and outside of business.
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
- Investigated escalated liaison issues and implemented appropriate tactics for swift resolution.
- Collected and analyzed data to identify trends and opportunities for improvement.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
Operations Support Specialist
Australia Post
06.2019 - 01.2020
- Checked accrued hours against listed hours for leave time.
- Maintained detailed records of employee attendance, including sick days, vacation time, and overtime hours.
- Researched and resolved time discrepancies.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Verified timekeeping records and handled any discrepancies with employees.
- Facilitated smooth transitions during staffing changes by promptly updating schedules and communicating adjustments to relevant parties.
- Ensured compliance with labor laws and company policies by monitoring hours worked and flagging potential violations for resolution.
- Reduced payroll errors by meticulously reviewing timesheets and resolving discrepancies before final submission.
- Provided essential support during audits by maintaining thorough documentation of timekeeping procedures and records.
- Upheld highest standards of confidentiality when handling sensitive employee information, earning reputation for trustworthiness and professionalism.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates.
- Supported human resources initiatives by collaborating closely with HR personnel on various tasks related to workforce management.
- Streamlined timekeeping processes by implementing efficient software solutions and training staff on their use.
- Served as trusted resource for employees seeking clarification on pay-related matters, fostering positive relationships among staff members.
- Collaborated with managers to establish work schedules, ensuring optimal coverage for all shifts.
- Coordinated seamless integration of new hires into existing schedules while minimizing disruption to existing staff members.
- Enhanced employee satisfaction with timely and accurate payroll processing through diligent timekeeping practices.
- Leveraged strong analytical skills to identify trends in employee attendance, informing future scheduling decisions and policy adjustments.
- Developed customized reports that provided valuable insights into workforce utilization patterns, helping inform strategic decision-making processes at executive level.
- Maintained payroll information by calculating, collecting, and entering data.
- Updated employee files with new details such as changes in address or salary levels.
- Determined organizational payroll liabilities to keep employers in compliance with all applicable tax laws and regulations.
- Tracked employee vacation, sick and personal time.
- Audited timesheets and payroll records for accuracy.
- Generated reports to track employee time and attendance.
Injury Management Officer
Australia Post
04.2018 - 06.2019
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Prepared and submitted detailed reports regarding assignments and ongoing investigations.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Optimized resource utilization by reallocating personnel based on workload assessment resulting in balanced workload distribution among team members.
- Increased employee satisfaction with constructive performance evaluations and targeted feedback.
- Responded to emergency calls relayed from dispatcher or supervisors and communicated situation details to other officers.
- Coordinated operations with other emergency service groups.
- Supervised, directed and evaluated assigned staff members and newly hired officers.
- Fostered culture of continuous improvement by encouraging staff to identify areas of opportunity and propose solutions.
- Generated reports detailing findings and recommendations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Area Coordinator
Australia Post
06.2017 - 04.2018
- Monitored key performance indicators to identify areas for improvement and implement necessary changes.
- Boosted employee morale with regular recognition of achievements and personalized feedback.
- Mentored junior team members to support their professional development goals while enhancing overall team capabilities.
- Oversaw safety protocols within the area of responsibility, maintaining a secure work environment for all employees.
- Improved team performance by implementing efficient scheduling and resource allocation strategies.
- Collaborated with cross-functional teams to develop innovative solutions addressing specific challenges faced by the organization.
- Increased efficiency by streamlining processes and introducing time-saving tools in daily operations.
- Conducted regular performance evaluations, identifying gaps in skills or knowledge and providing relevant coaching or training opportunities.
- Resolved conflicts among staff members, fostering a cohesive work environment.
- Developed comprehensive training programs for new hires, ensuring quick integration into team.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Mail Processing Coordinator
Australia Post
01.2009 - 06.2017
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Coached employees through day-to-day work and complex problems.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering unified approach toward shared goals.
- Used job-related software to draft and finalize written correspondence and documentation.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Contributed to business growth by identifying opportunities for process improvement and recommending actionable solutions.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Resolved conflicts swiftly among team members through effective mediation techniques, fostering amicable working environment conducive to collaboration.
- Assisted in recruitment efforts, coordinating interviews and managing onboarding activities for new hires effectively.
- Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery or exceeding budget constraints.
- Negotiated contracts successfully with vendors securing favorable terms while upholding high-quality standards.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Utilized proactive communication abilities to resolve employment-related disputes.
- Completed bi-weekly payroll for 16 employees.
Network Trainer
Australia Post
02.2007 - 01.2009
- Tailored course content and delivery methods to accommodate different learning styles, ensuring accessibility and comprehension for all participants.
- Coordinated scheduling for all network-related trainings, maximizing availability while minimizing disruption to business operations.
- Maintained strong relationships with external vendors, ensuring access to up-to-date resources and technologies for effective training delivery.
- Developed comprehensive training materials for network professionals, leading to increased productivity and efficiency.
- Partnered with management to align network training goals with company objectives, promoting consistency throughout organization.
- Assessed trainee progress through evaluations and feedback, ensuring optimal learning outcomes.
- Conducted regular reviews of existing training materials, updating content as needed based upon technological advancements or organizational changes.
- Stayed current with industry trends by attending conferences and workshops, bringing valuable insights back to organization.
- Implemented ongoing skill assessments to identify areas of improvement for both individual learners and overall team performance.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions.
- Developed job-specific competencies and performance standards.
- Developed and implemented successful onboarding program.
- Built and maintained professional relationships with vendors and suppliers.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Designed and delivered web-based, self-directed learning materials.
- Learned new materials, processes, and programs quickly.
- Shadowed senior team members to learn all related jobs and tasks.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry processes.
- Collaborated with employees from various backgrounds.
- Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 20%.
Education
Certificate III - Leadership & Management
St Johns Ambulance
Clayton, VIC12.2024
Medical Receptionist - Customer Service
The Career Academy
New Zealand06.2024
Certificate IV - Training & Assessment
Chisholm Institute
Dandenong, VIC09.2008
Certificate III - Transport & Warehousing
Swinburne University of Technology
Melbourne, VIC03.2005
Ph.D. - Psychology
Holmesglen Institute
Southbank, VIC09.1996
MBA - Business Administration And Management
Bartlett Institute
Colombo Sri Lanka12.1989
General Certificate of Education GCE (Year 12) - English Language And Literature
St Paul's College
Colombo Sri Lanka12.1982
Skills
- Scheduling and Planning
- Process Documentation
- Workflow Coordination
- Problem-Solving
Certification
- Certified Senior First Aid , St John's Ambulance - 2027
- Licensed Forklift LF - 2026
- Construction Induction License - 11/2022
- Control Traffic with Stop Slow Bat Licence - Mar 2022
Timeline
Mail Process Coordinator
Australia Post
11.2023 - Current
Process Coordinator
Australia Post
12.2022 - 11.2023
Network Trainer
Australia Post
11.2021 - 12.2022
Injury Management & Safety Liaison
Australia Post
01.2020 - 11.2021
Operations Support Specialist
Australia Post
06.2019 - 01.2020
Injury Management Officer
Australia Post
04.2018 - 06.2019
Area Coordinator
Australia Post
06.2017 - 04.2018
Mail Processing Coordinator
Australia Post
01.2009 - 06.2017
Network Trainer
Australia Post
02.2007 - 01.2009
Certificate III - Leadership & Management
St Johns Ambulance
Medical Receptionist - Customer Service
The Career Academy
Certificate IV - Training & Assessment
Chisholm Institute
Certificate III - Transport & Warehousing
Swinburne University of Technology
Ph.D. - Psychology
Holmesglen Institute
MBA - Business Administration And Management
Bartlett Institute
General Certificate of Education GCE (Year 12) - English Language And Literature
St Paul's College
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