Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kristen Chapman

Maitland,NSW

Summary

I am a dynamic and motivated professional with a proven ability to determine workforce management requirements and manage evolving workflows. I consider myself to be a dependable and organised team player with the ability to communicate effectively and efficiently. I strive to build operative and constructive relationships with employees across all levels of the organisation. My experience has moulded me into an adaptable leader with the ability to work independently and collaboratively to develop opportunities to maximise business objectives.

Overview

10
10
years of professional experience

Work History

Acting Senior Coordinator - Operational Support

Revenue NSW
Maitland, NSW
06.2024 - Current
  • Manage a team of 16 staff, over 3 specific work streams
  • Developed and maintained relationships with customers, vendors, and other stakeholders to ensure successful project outcomes.
  • Analyse stakeholder feedback and data to develop actionable insights for improving service delivery.
  • Overseeing daily workflow activities while providing guidance and support when needed.
  • Organized team meetings to discuss strategies for meeting deadlines and resolving issues.
  • Identified opportunities for streamlining existing processes by leveraging technology solutions.
  • Conducted research to identify potential new products or services that would benefit the business.
  • Delegated work to staff, setting priorities and goals.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Coordinated with other supervisors, combining group efforts to achieve goals.

Coordinator - Operational Support

Revenue NSW
Maitland, NSW
08.2022 - Current
  • Organized team events to promote a positive work environment.
  • Managed day-to-day workforce management operations of 7 business units in Fines & Debt including issuing schedules scheduling tasks/work flow management and assigning duties.
  • Manage 5 workforce planners
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Trained employees on best workforce management practices and protocols while managing teams to maintain optimal productivity.
  • Consulted with business unit managers to resolve problems relating to performance and work schedules.
  • Guided employees in handling difficult or complex problems.
  • Prepare proposals for process improvement with execution strategies
  • Genesys Cloud SME

Assistant Operations Advisor

Revenue NSW
Maitland, NSW
12.2017 - 12.2022
  • Developed both long term and short team forecasts. Forecasting work volumes across multiple channels such as inbound, outbound, correspondence emails and emails. Executing a 90% accuracy for inbound call forecasts.
  • Provide recommendations and configuration of shift patterns, part time arrangements and provide capacity planning, so that business objectives can be met, whilst considering staff satisfaction.
  • Facilitated the successful introduction of the Genesys WFM platform across the Fines & Debt Department of Revenue NSW. Adapted the platform to suit individual business unit needs, provided training, follow up support.
  • Collaborating and engaging with stakeholders to facilitate change management .
  • Management of competing workflows to achieve evolving targets, including intraday real time monitoring and skill management.
  • Communicate and report to management of business unit performance, whilst recommending innovative opportunities to improve efficiency.
  • Train and educate staff in the use of workforce management tools.
  • Coordination of additional hours and overtime.
  • Act as primary lead for the configuration of Genesys, performing checks for system accuracy, quality and integrity

Support Officer

Revenue NSW
Maitland, NSW
09.2014 - 12.2017
  • Provide high quality customer service to internal and external stakeholders
  • Execute complex conflict resolution skills
  • Build intricate schedules to ensure optimal staffing solutions for forecasting workflow.
  • Processing schedule amendments via the workforce management system and email.
  • Assist in meeting team deadlines and KPIs.
  • Conduct reviews using current legislation and guidelines.
  • Meet debt recovery targets.
  • Maintain adherence to schedule.
  • Assist in attendance recording.

Administrator

Resolute Equipment Pty Ltd
Thornton, NSW
05.2014 - 11.2014
  • Managed office supplies inventory and placed orders when necessary.
  • Monitored emails, sorted mail and distributed correspondence accordingly.
  • Updated databases with new employee information, job changes and terminations.
  • Coordinated meetings, conferences, travel arrangements.

Education

Data Analysis For Contact Centres Training -

COPC
01-2018

High School Certificate -

All Saints College, St Mary's Campus
Maitland, NSW

Skills

  • Proposal Writing
  • Staff Supervision
  • Resource Allocation
  • Schedule Coordination
  • Updating Stakeholders
  • Customer Service
  • MS Office
  • Discretion and Confidentiality
  • Operations Management
  • Best Practices Implementation
  • Process Improvement
  • Genesys
  • Efficient
  • Organised
  • Resilient
  • Analytical decision making

Accomplishments

  • 2020 Secretary Awards Nomination - Making Inclusion Happen Award
  • 2024 Auscontact Excellence Awards Nominee - Workforce Management Professional

Timeline

Acting Senior Coordinator - Operational Support

Revenue NSW
06.2024 - Current

Coordinator - Operational Support

Revenue NSW
08.2022 - Current

Assistant Operations Advisor

Revenue NSW
12.2017 - 12.2022

Support Officer

Revenue NSW
09.2014 - 12.2017

Administrator

Resolute Equipment Pty Ltd
05.2014 - 11.2014

Data Analysis For Contact Centres Training -

COPC

High School Certificate -

All Saints College, St Mary's Campus

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