Jess Davis
Buxton,NSW
Summary
Proven leader with extensive experience at Service NSW, adept in scope management and fostering cross-functional collaboration. Excelled in enhancing project delivery and stakeholder satisfaction through clear communication and advanced problem-solving skills. Demonstrated ability to mentor teams towards achieving key milestones, significantly improving operational efficiency.
Overview
12
12
years of professional experience
Work History
Assistant Project Coordinator
Service NSW
07.2023 - Current
- Coordinate and implement project management principles, providing essential support to project leads.
- Develop and maintain positive relationships with both internal and external stakeholders.
- Perform project administration tasks promptly, including reporting and budget control.
- Developed comprehensive minutes from project meetings, fostering clear communication among all parties involved.
- Enabled smoother transitions between different stages of projects via thorough preparation work such as gathering required materials or setting up systems ahead of time.
- Promoted a collaborative work environment through open lines of communication with both internal team members and external partners.
- Coordinate Working Groups, Project Stand-ups, and Steering Committees to facilitate project completion.
- Maintain and develop project-related documentation for monitoring and evaluation purposes.
- Conduct research to gather information and data relevant to the project for use in briefs, decision-making, and future planning.
- Escalate issues and risks while providing effective solutions.
- Lead project Working Groups, including setting the agenda.
- Complete project Security Risk Assessments and Privacy Impact Assessments.
- Finalize project closure documentation.
- Engage project leads at appropriate phases of the project.
- Provide recommendations to support project planning and milestone achievement.
- Negotiate and communicate with stakeholders to ensure timely and cost-effective project deliverables.
- Prepare and complete project-specific documentation, including benefits realization, risk and issue management, project packs, steering committee packs,briefing notes, Release & Transition Board templates, hypercare documentation and Go/No-Go criteria.
- Participate actively in key decision-making processes.
Acting Service Centre Manager
Service NSW
12.2022 - 07.2023
- Supervised daily operations of a high-volume service centre, ensuring the efficient delivery of over 1,000 government transactions to customers.
- Identified, implemented, and sustained effective business processes and customer experience improvement programs to enhance service delivery efficiency and effectiveness.
- Cultivated and maintained strong relationships with internal customers and stakeholders, improving performance measures, tools, and processes to optimize service centre operations.
- Ensured compliance with legislation and standards, safeguarding the confidentiality, privacy, and integrity of customer information.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Led team management, work planning, coaching, and professional development initiatives, aligning resources with priorities and promoting a positive customer experience.
- Managed competing demands and resource constraints to achieve quality service standards and support the Service NSW vision, mission, and values.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
Concierge
Service NSW
11.2021 - 07.2023
- Served as the first point of contact for customers entering the Service Centre.
- Coached and developed front-of-house Digital Service Representatives.
- Educated customers on the importance of digital services within the Service Centre.
- Managed queues to ensure customers were served promptly and appropriately.
- Handled payroll and roster management
- Conducted effective monthly one-on-one meetings to enhance staff performance and achieve results.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Provide operational and frontline change support including monitoring and reporting
- Managed the daily operations of the Service Centre including opening and closing and balancing financial transactions
Digital Service Representative
Service NSW
07.2021 - 11.2021
- Provided accurate and high-quality customer service promptly.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Demonstrated an excellent understanding of the Service NSW website and promoted the use of online technology.
- Maintained a thorough understanding of all transactions offered to provide customers with a seamless experience and the appropriate ticket.
- Stayed informed about rapidly evolving situations to give customers accurate advice and assistance during covid-19 pandemic.
- Contributed to positive team morale by fostering an inclusive work environment that encouraged collaboration amongst colleagues from diverse backgrounds and skill sets.
- Collaborated effectively as a team to maintain a steady customer flow.
Assistant Nightfill Manager
Woolworths
04.2020 - 07.2021
- Supervise and coordinate nightfill team activities to ensure the efficient stocking of shelves and preparation of the store for the next day’s trading.
- Lead, motivate, and develop the nightfill team, providing coaching and performance feedback to ensure high productivity and team cohesion.
- Ensure that all stock is displayed according to Woolworths' merchandising standards and promotional guidelines.
- Maintain a safe working environment by ensuring adherence to workplace health and safety regulations and company policies.
- Address any customer enquiries or issues that arise during night trading hours, ensuring a high standard of customer service.
- Work closely with other departments, including daytime operations and store management, to ensure smooth transitions and effective communication.
Team Leader
Flight Centre Travel Group
08.2015 - 11.2020
- Lead, mentor, and motivate a team of travel consultants to achieve sales targets and deliver exceptional customer service.
- Ensure the team provides high-quality travel advice and personalized service to clients, handling complex enquiries and resolving issues efficiently.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Foster strong relationships with clients, suppliers, and other stakeholders to enhance service delivery and business growth.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Manage invoicing, statements, and transactions between clients and suppliers.
- Drive repeat and referral business through effective local community engagement and marketing efforts.
- Conduct monthly staff evaluations to coach, develop, and support team members.
- Conduct regular business meetings to strategise and plan daily, weekly, monthly, and quarterly objectives with the team.
Assistant Team Leader
Flight Centre Travel Group
02.2013 - 07.2015
Travel Consultant
Flight Centre Travel Group
01.2012 - 02.2015
Education
Certificate IV Tourism
Franklin Scholar
Certificate IV Business
TAFE NSW
Higher School Certificate
Wollondilly Anglican College
2009
Skills
- Meeting Coordination
- Clear Communicator
- Scope Management
- Detail Oriented
- Processes and procedures
- Project Planning
- Advanced problem solving
- Cross-Functional Collaboration
- Coaching and Mentoring
- Project Closure
Key Achievements
- Key lead in mobilising strategic governance forums and communicating with stakeholders
- Primary lead in NSW Government decoupling project
- Coordinating standups for confidential internal misconduct
References
Available on request.
Timeline
Assistant Project Coordinator
Service NSW
07.2023 - Current
Acting Service Centre Manager
Service NSW
12.2022 - 07.2023
Concierge
Service NSW
11.2021 - 07.2023
Digital Service Representative
Service NSW
07.2021 - 11.2021
Assistant Nightfill Manager
Woolworths
04.2020 - 07.2021
Team Leader
Flight Centre Travel Group
08.2015 - 11.2020
Assistant Team Leader
Flight Centre Travel Group
02.2013 - 07.2015
Travel Consultant
Flight Centre Travel Group
01.2012 - 02.2015
Certificate IV Tourism
Franklin Scholar
Certificate IV Business
TAFE NSW
Higher School Certificate
Wollondilly Anglican College
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