- Outdoors/Adventures
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- Personal Development
Kelly Davis
Pacific Pines, QLD
Summary
Detail-oriented, diligent, and self-motivated workforce management professional with a track record of optimising staffing levels and streamlining operations. Proven leader in driving high performance within teams and effectively managing multiple tasks in fast-paced environments. Recognised for strong analytical skills, excellent communication, and a collaborative approach to problem-solving. Thrives on new challenges and approaches them with a willingness to learn and contribute to team success. Brings a positive attitude, dedication, enthusiasm, and a commitment to continuous learning and growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Workforce Manager/Senior Workforce Analyst
Services Australia
08.2023 - Current
- Efficiently manage the daily schedules of over 4500 staff and maintains communication and training across multiple teams.
- Optimise staffing levels by analysing historical data and forecasting future trends, ensuring appropriate coverage.
- Facilitates strong relationships through open communication channels, promoting a positive work environment.
- Manages team, driving productivity and building capability by training staff in best practices and procedures.
- Spearheaded process improvement efforts by implementing new scheduling system that streamlined allocation of resources, leading to greater efficiencies in daily operations.
- Consistently meet deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
Relationship Manager
Services Australia
08.2019 - 08.2023
- Built and maintained effective relationships with internal and external stakeholders while providing high level of expertise.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- As contract administrator I ensured all contractual obligations of the supplier were met by providing advice and interpretation to processes, standards and principles relevant to business operations.
- Successfully transitioned workforce management scheduling services from a external service provider to a internal model, training and developing a team of 35 staff.
Workforce Analyst/Scheduler
Services Australia
01.2010 - 08.2019
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes
- Generated and adjusted schedules to maintain optimal coverage and service levels.
- Identified best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
- Established and maintained strong working relationships with both internal and external stakeholders, facilitating open communication channels for improved collaboration.
- Created training materials for new employees.
Customer Service/Senior Technical Support Officer
Services Australia
04.2005 - 01.2010
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Consistently met or exceeded performance goals, contributing to the overall success of the call centre.
- Enhanced customer satisfaction by efficiently resolving complex technical issues and providing guidance on product usage.
- Consistently maintained a high level of customer satisfaction by providing timely, accurate, and empathetic technical assistance.
Skills
- Demonstrated leadership experience
- Workforce management expertise
- Ability to adapt to changing environments
- Training and staff development
- Coaching and mentoring
- Efficiency improvement
- Collaborative teamwork
- Analytical problem-solving
- Effective time management
- Strong attention to detail
- Clear interpersonal communication
- Effective organisational skills
Certification
- Certificate III in Retail Management
- Trainer Certification Level 1
- Diploma of Government (Management) - Provide Leadership and Communication units
- Certificate IV in Justice Studies -Encourage compliance with legislation in public sector and Provide information and referral advice on justice related issues units
- Contact Centre Workforce Management and Optimisation
- Adult Mental First Aid course
Accomplishments
Australia Day Achievement Award 2024 - Successfully transitioning workforce management function internally returning significant savings to the Australian government and community.
Significant Achievement Award 2023 - Outstanding Service Delivery and Inspirational Leadership
Interests
Timeline
Workforce Manager/Senior Workforce Analyst
Services Australia
08.2023 - Current
Relationship Manager
Services Australia
08.2019 - 08.2023
Workforce Analyst/Scheduler
Services Australia
01.2010 - 08.2019
Customer Service/Senior Technical Support Officer
Services Australia
04.2005 - 01.2010
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