Kacey D Holden

Compliance Advisor permanent appointment (June 22nd 2020 to March 2023)

• Investigated, audited and re-edited 23 water supply scheme Scheme Overview Manuals for Operations staff, CORE training and for general internal access.
• Successfully wrote, published and deployed crucial operations compliance training throughout Central and South Qld
• Lead, Consulted and participated in change management delivery
• Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans to improve maturity.
• Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines (procedural reviews and fix-for-goods)
• Monitored data export from internal and external systems

Customer Support administrator contract (October 2019 to March 2020)

• Managing, coordinating and completing Sunwater's drought report
• Contributed to the improvement of customer satisfaction by going above and beyond when needed
• Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
• Enhanced internal protocols to end correspondence fraud (i.e everyone using their assigned Sunwater signatures with each piece of correspondence leaving the business.

Billing and Compliance administrator contract (March 2020 to June 2020)

• Adapted to Sunwaters autonomous learning - trained myself on the quarterly data transfer reporting process (Q3 and Eton WSS annual report); QMDB regulatory review; Operational incident review and investigation (Cunnamulla WSS - non-compliance with stock and domestic releases)
• Reconciled water monitoring data standards for collection and reporting
• Identified multiple Areas where Sunwater's monitoring and reporting were not currently meeting maturity
• Consulted on regulatory, legislative and subordinate instruments and frameworks(i.e TMC iRol, current gaps requiring intervention by Water Planning)
• Lead, Consult and participate in change management projects i.e Water Broker, PI Historian

Dam Safety - administrator contract (June to October 2019)

• 4yrly EAP protocol and regulatory review - awarded 2 Excellence Awards for commitment to excellence and genuine customer care displaying Sunwater values
• Created, Managed, and Executed an analytical and technical data review of the downstream resident emergency notification flood impact areas of Sunwater's owned and operated water infrastructures
• assisted the regulatory review, approval and publishing of Sunwater's Emergency Action Plan manuals.

• Fostered strong rapport daily with over 100 and between 300 customers, through consistent follow-up and communication.
• Revised plans to meet changing goals and requirements.
• Developed strategic plans and initiatives for the duty of care of our client base i.e. in incidents of first aid or emergency (heart attack).

• Performed Interpretative Assistance with activities and functions of varying levels of complexity as part of a team.
• Corrected onboarding training quizzes with the correct answers
• Corrected and enhanced a calculation tool
• Bridged relationships between ATO and external programs which supported the development of support services for victims of domestic violence
• Exceeded goals through effective task prioritization and great work ethic

• Developed business plan with full alignment from Managing Director
• Change Management : Improved communication culture which had a direct impact on everyone's experience and delivery of responsibility, accountability, cooperation - results were shown within internal and external business partnerships with each Service Technician and Workshop Technician within first 2weeks
• Autonomous and self training in al systems and Branch protocols; including improved ICT support
• Created and Managed office activities by maintaining communication between clients, tracking records and filing all documents.

• Liaised with all Business areas in relation to internal touch points to be addressed in meetings I scheduled for the upcoming September Local Government election
• Coordinate the content collection for editing of Governance initiate for a Shareholder Portal for Parliment constituents

Assurance Officer (June 2015 - August 2015)

• Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
• Cooperated with engineering, manufacturing and corporate accounting to verify adherence to quality standards.

Network Permit Officer/Network Analyst (May 2015-June 2015)

• Investigated and addressed system issues to enhance usability and improve functionality.
• Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies

Accomplishments/Awards - Implemented a ‘Treakling system' which has successfully transformed a 3-day turn around in processing of New Connection applications to a 24hr turn around (within 4 weeks) which was in line with QUU customer service level commitment.

• Awarded 2 Macquarie Excellence Awards for commitment to excellence and genuine customer care and publicly congratulated for team collaboration in achieving business goals under Macquarie banner
• Compliance and agreed deadlines, maintaining excellent service for our clients;
• governed Macquarie's website response unit;
• Successfully established and maintained relationships with well over 100 individual and business clients; as well as high networth portfolio companies: RBS, AON, KPMG
• enhanced the existing procedure of managing up to and exceeding 8000 documents a week
• Identified issues, analyzed information and provided solutions to problems: Due to these attributes a 2.5yr project to streamline surplus streams of processes, procedures and policies across multiple functions, and wealth creation divisions and products was achieved - 75% of manual processes became automated and my team became absorbed into the company.

MANAGERS

Sheryl Weil - GM Macquarie Financial Services

Rosa Oldfield

Teresa Holding
REFEREES

Teresa Holding M 0401284930

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