Kierstene McNeil
Carseldine,Australia
Summary
Professional Property Specialist with proven experience in managing and optimising property portfolios. Skilled in property valuation, lease negotiations, and tenant relations. Strong focus on team collaboration and achieving results, adaptable to changing needs. Known for effective communication, strategic planning, and problem-solving abilities. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Team Leader experienced in directing activities of workgroup's. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
17
17
years of professional experience
Work History
Customer Service Advisor
TactiCall Recruitment Services
11.2024 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Participated in cross-functional projects aimed at improving overall company performance and customer experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Participated in Community Recovery response to natural disaster weather event
- Responded to customer requests for products, services, and company information.
Facilities Services Officer
Department of Education
07.2023 - 11.2024
- As the Facilities Services Officer I have Rapidly acquired knowledge and understanding tailored to systems and processes for the preparation, renewal and finalisation of lease arrangements for Teacher housing in Rural and Remote locations
- This has included developing an understanding of relevant legislation through resources available from the Residential Tenancies Authority
- In this role I have been responsible for:
- Assisting in the research, development and implementation of policies, procedures and guidelines
- Research, prepare and present proposal to introduce policy and procedures to stakeholders
- Coordinate and work with the team to record and report on continuous improvements
- Prepare written communications and provide input and advice on those prepared by others
- Build relationships with both internal and external stakeholders to ensure lease arrangements are effective and put in place in a timely manner
- Educate and assist Local Accommodation Officers with information and helping them to understand legislation and apply this to the private tenancies they are responsible for
- Learn and use systems and processes, including Content Manager, OHMS, OneNote, Shared Mailbox, and Microsoft suite including Excel, Word, Powerpoint, and Teams
- Communicate with influence to convey and guide acceptance of complex ideas by diverse audiences to achieve organisational imperatives
- Prepared, drafted and finalised Head Lease documents
- Preparing financial approval, Regional Director Approval and Alternative Sourcing documents for the quarterly head lease renewals
- Completed September 2023 and December 2023 lease renewals more than one month ahead of time
- Completed Head Lease Renewals with 100% accuracy and completion rate
- Helped establish and maintain a working relationship between the Private Real Estate and a Local Accommodation Committee who have a large number of head leases in the Charters Towers area
- Assisted to create local processes and procedures around the hand back of private leased properties
Property and Leasing Officer (Temporary Secondment)
Queensland Fire and Emergency Services
04.2022 - 07.2022
- Company Overview: Queensland Fire and Emergency Services (QFES) Building, and Property Management manages the QFES leasing portfolio, including leasing of land and buildings across Queensland
- As Property and Leasing Officer for Queensland Fire and Emergency Services I have been responsible for providing property and leasing services and contributing to property transactions, lease, and land management
- To work closely with other government agencies, the private sector and QFES staff across the Queensland region to be able to provide advice and co-ordinate the management of existing and new leasing arrangements in line with relevant legislation on behalf of Queensland Fire and Emergency Services
- In the role I am responsible for:
- Establishing new and renewing existing leasing arrangements, in line with relevant legislation to meet identified needs and requirements of clients and key stakeholders
- Liaising and maintaining effective working relationships with internal and external clients and stakeholders
- Assessing the regions current working environments and reassessing their future accommodation requirements
- Assist and provide advice on major projects happening across the property assets portfolio
- Assist in the preparation of reports, briefings, general correspondence and updating registers relevant to leasing and property matters in accordance with departmental requirements
- Work effectively in a professional working environment, fostering teamwork across the directorate and working with innovation as the forefront of all transactions
- Undertaking all property related due diligence for leasing processes and procedures to ensure they meet government requirements, relevant policies, and legislation
- Queensland Fire and Emergency Services (QFES) Building, and Property Management manages the QFES leasing portfolio, including leasing of land and buildings across Queensland
- Renewed any outstanding leases that were due or overdue for renewal
- Updated the leasing register to be able to provide a more accurate remuneration figure on leasing expenditure
- Create a needs analysis spreadsheet for Brisbane Region accommodation requirements
- Provided an update to all staff on financial delegations for leases
Senior Housing Officer
Department of Communities, Housing and Digital Economy
01.2008 - 04.2022
- As Senior Housing Officer at the Chermside Housing Service Centre I have had the opportunity to work across all functions in the office including tenancy management, property, allocations, complaint management and the customer intake team
- This has allowed me to gain a vast and extensive knowledge of operations within a housing service centre and has enabled me to hone my skills on how to best deliver quality customer service to those Queenslanders most in need
- In this role I am responsible for:
- Effectively leading and co-ordinating a small service delivery team in each of the designated areas
- Working collaboratively with other service providers, and maintaining those relationships in order to sustain tenancies and deliver quality service outcomes
- Daily implementation of the problem-solving framework, requiring research, analysis and communication of data to address complex needs of customer circumstances and to make well informed decisions and recommendations
- Reporting to the Customer Service Manager on team goals and performance, seeking advice from other managers within our office on complex issues
- Assisting staff to understand legislation and apply policy and procedures and ensuring they are adhered to within the team
- Communicating effectively and sensitively with a diverse range of customers from different backgrounds, particularly First Nations people and customers experiencing Domestic and Family Violence
- Establishing and maintaining cooperative working arrangements between the Housing Service Centre, other areas of the service area and department, and a range of government and non-government service providers, using these to ensure quality service and outcomes for customers, and
- Communicating with influence to convey and guide acceptance of complex ideas by diverse audiences to achieve organisational imperatives
- Worked in collaboration with the Property Operations and Support team under the Brisbane Suburb Improvement and Strategy Program to successfully relocate thirteen complex customers within the required timeframe to ensure all redevelopment projects for these locations could proceed
- I completed all relocations four months ahead of time, whilst achieving positive customer outcomes
- Identified a deficiency in the current working partnership with Mental Health Services
- Worked in partnership with Mental Health Service Integration Co-ordinators and the Leadership team to establish a Partnership Agreement
- Excelled in Queensland Civil and Administrative Tribunal applications and having a legal precedent set with one of my cases
- Organised, assisted with facilitating and presented at the 'Bunyabilla Elders Group' Indigenous Housing Forum
- Reduced arrears percentage for Chermside Housing Service Centre from 1.2% to 0.18% within twelve months
Senior Housing Officer
Department of Communities, Housing and Digital Economy
05.2020 - 12.2020
- In May 2020, in response to the COVID19 pandemic, the Department stood up a team of officers to come together to complete housing assessments and find housing solutions for the 1,400 homeless people that were put into hotel accommodation due to COVID19
- In the role I was responsible for:
- Conducting complex client housing assessments via an outreach service to determine appropriate housing solutions whether it be Social Housing, Private Rentals, Bond Loan and/or Rental Grant or referrals to other Government or non-Government organisations
- Achieving the best outcomes for customers with complex needs by working with Case Managers, specialist homeless services, support providers and any other relevant organisation to ensure I am gathering all relevant information to ensure the best housing outcome possible for both the customer and the Department
- Using my highly developed problem-solving techniques to solve complex issues and using effective decision-making principles when dealing with customers ie researching data, exploring options, using creative ideas, implementing action plans, monitoring progress and reviewing initial assessments
- Case management of complex customers, with being present in the hotels on a daily basis to provide that continual assistance and support
- Reviewing work practices with the goal of continuous improvement
- Attained 50 Housing solutions for vulnerable and homeless customers
- Created new ways to complete housing assessments
- Established significant and effective working relationships with specialist homeless services, support providers, other government organisations and hotel staff
Change Ambassador
Department of Communities, Housing and Digital Economy
01.2019 - 02.2020
- In October 2019, the Department decommissioned the SAP system and implemented a new IT system, Reside, which changed how every aspect of the department's business is delivered and managed
- It was the biggest and most significant change the Department had implemented in 20 years
- As Change Ambassador for the Chermside Housing Service Centre, I was the conduit between the centralised Business Readiness team, which comprised trainers, change managers, marketing and communications, and the local Leadership Team and staff
- I was responsible for operationalising local change management activities, training and communication activities as well as providing feedback to the Business Readiness team on the housing service centre's readiness for 'go-live'
- In this role I was responsible for:
- Developing a full understanding of the change being implemented and being the conduit between the housing service centre and the Service Delivery Transformation team
- Leading the change at the local level by supporting the Leadership Team, identifying staff who were resistant and working closely with them to alleviate concerns, and operationalising the Service Delivery Transformation by implementing local activities and reporting to senior leaders where there were issues
- Undertaking a training needs analysis for all staff to identify what training was required to meet immediate and longer-term business requirements
- Actively participating in twice-weekly Service Delivery Transformation Skype sessions, involving the Executive Director, General Manager, business unit Directors, Regional Directors and Area Managers, to be briefed on critical and emerging issues and share information in a constructive and productive way
- Actively participating and taking a lead role in the Change Ambassador network through daily Change Ambassador network Skype sessions as the forum to raise issues and concerns, provide critical feedback, ask questions, follow up on outstanding queries and actively advocate for local issues, and
- Attending the housing service centre's Leadership Team meetings to provide briefings on change management activities, the readiness of the office for go-live, issues to be addressed locally and issues to be escalated for resolution
- 100% completion rate for eLearning and face-to-face training for 34 staff
- Took a lead and proactive role in the Change Ambassador network to ensure that feedback and issues raised by the network were acknowledged and escalated appropriately
- Acknowledged by the General Manager, Service Delivery for outstanding effort in ensuring that the Chermside Housing Service Centre was change ready for go-live
- Implemented and managed the local Communication Strategy to support the change process
Customer Service Manager (AOS)- Allocations Team
Department of Communities, Housing and Digital Economy
01.2019 - 07.2019
- As Customer Service Manager for the Allocations Team my role was to provide direct management and leadership to the team responsible for matching a range of housing products and services to customer's needs
- In addition to this the department is also delivering additional housing supply in the way of brand-new units and I was also responsible for co-ordinating and managing the handover of these units and matching these units effectively to customers' needs with the involvement of specialist Occupational Therapists
- In this role I was responsible for:
- Leading, managing and co-ordinating a team of six staff and capitalising on the opportunity to coach and mentor others
- Managing additional vacant stock acquisitions and liaised with Building and Asset Services and Property Operations and Support in the handover of these new units to the Chermside Housing Service Centre whilst ensuring they meet the Department's building standards
- Co-ordinating efforts with other key specialist services and stakeholders including Occupational Therapists and Building and Asset Services
- Providing major input and advice in determining workgroup goals and service priorities
- Managed and incorporated an additional forty-three brand new units into the Chermside Housing Service Centre stock portfolio and allocated these units to those clients most in need
- Reduced the Chermside Housing Service Centre's Vacant Turnaround time of 33 days to 3 days, which meant for the first time since July 2019 the office was meeting its Key Performance Indicators in this area
Education
High School Diploma -
Sandgate High School
QueenslandNo Degree - Frontline Management
Chamber of Commerce & Industry QLD
QLD05-2009
Skills
- Customer service excellence
- Call center operations
- Relationship building
- Strategic planning
- Project management
- Negotiation
- Work prioritisation
- Key Metric Evaluation
- Inter-department collaboration
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
Timeline
Customer Service Advisor
TactiCall Recruitment Services
11.2024 - Current
Facilities Services Officer
Department of Education
07.2023 - 11.2024
Property and Leasing Officer (Temporary Secondment)
Queensland Fire and Emergency Services
04.2022 - 07.2022
Senior Housing Officer
Department of Communities, Housing and Digital Economy
05.2020 - 12.2020
Change Ambassador
Department of Communities, Housing and Digital Economy
01.2019 - 02.2020
Customer Service Manager (AOS)- Allocations Team
Department of Communities, Housing and Digital Economy
01.2019 - 07.2019
Senior Housing Officer
Department of Communities, Housing and Digital Economy
01.2008 - 04.2022
High School Diploma -
Sandgate High School
No Degree - Frontline Management
Chamber of Commerce & Industry QLD
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