Louise McCranor

Buildcert is a Private Certification company specializing in approvals and certification for residential and commercial developments across the eastern coast of NSW (South Coast, Riverina, Sydney, Illawara, Newcastle and Hunter, Mid-North Coast and New Engalnd regions)

• Manage and provide support to a team of 27 direct reports within the Client Experience team.
• Conduct monthly 1-on-1 meetings with each team member to deliver feedback, promote mutual communication, address issues, and foster their professional growth.
• Coordinate workloads to ensure a complete range of administrative support is provided to clients. The current workload across the team includes approximately 400 Lodgements, 500 Approvals, and 400 Occupation Certificates issued monthly, with each step requiring additional checkpoints logged within the NSW Planning Portal.
• Facilitate weekly team huddles to foster knowledge sharing, coordinate assistance, and address escalated matters.
• Identify opportunities for process improvement and refinement across service delivery and administration functions, with a particular focus on enhancing the CRM system to align with business operations and legislative requirements, including the NSW Planning Portal and the BDCR 2020.
• Be accountable for the Client Experience team's performance, ensuring the achievement of KPIs/KPAs, meeting timeframes for tasks such as returning calls and email responses, and managing Aged Debtors, refunds and credit notes for large volume clients keeping a cost-conscious mindset.
• Collate monthly data to prepare comprehensive reports showcasing team progress, productivity, and key metrics for presentation to Senior Management.
• Monitor the "Customer voice" through NPS surveys and complaints to drive continuous improvements and enhance the overall customer experience.
• Take ownership of customer complaints and internal process matters, ensuring satisfactory resolution to the satisfaction of clients and the business.
• Conduct lunchtime learning sessions to bridge the gap between the technical functions of building certification and the administrative team members (Most recent sessions were Elevating Customer Service through Empathy and Building Class Type Basics)
• Stay updated on industry trends, best practices, and regulatory changes relevant to the certification and construction sectors.
• Demonstrate respect, friendliness, and a willingness to provide assistance wherever needed, consistently upholding company values in all interactions and transactions with internal and external stakeholders of the business.
• Conduct interviews and onboarding of all new team members, ensuring candidates attributes and experience align with business needs and values

South Australia Housing Authority has a portfolio of 17,000 properties where Lake Maintenance delivers responsive and planned maintenance and building upgrades located in metro regions of South Australia.

• Has an in-depth understanding and know-how of the Contracts' expectations and requirements particularly KPIs, and how to positively influence benchmark standards
• Successfully manage and measure productivity and team participation of 15+ work order administrators who coordinate 5000+ work orders monthly through call queue management, KPI reporting, performance management, and inspiring team members to participate in decision making allowing them to provide constructive and collaborative feedback on SOP's and maintained collaborative relationships with key stakeholders within the Housing Authority and internal contractor
• Develop and implement strategies and SOP's for smoother work flow
• Final point of escalation for escalated matters and client complaints and see them to resolution
• Report analysis and interpreting data objectively so best practices can be put in place
• Monthly travel to South Australia to attend client operational meetings to provide collaborative input

Compass Housing has a portfolio of 3000 properties where Lake Maintenance delivers responsive and planned asset maintenance located in regional and central coast of NSW.

• Lead successful roll out of new contract by implementing new process and procedures that met contractual KPI's
• Training of frontline administrators who met and exceeded monthly KPI targets of invoicing timeliness and work order target date completion
• Providing ongoing operations support to team and contractors Driving continuous improvement within the business day to day operations
• Resolving client and tenant complaints basic helpdesk and troubleshooting within internal CRM system Managing a team of 5 work order administrators

• Exceeding KPI with allocation of all incoming work orders and invoicing completed work orders for region with high attention to detail for accuracy and client satisfaction
• Sound understanding of various trade disciplines
• Transparent and prompt verbal and written communication between client and contractors
• Ensuring variances to work orders align with providing value for money to client
• Booking flights and accommodation for contractors in remote regions of Western Australia
• Assisting management with ad-hoc tasks whilst undertaking non-negotiable daily tasks

• Managing data base with unique filing system
• Processing quotations and purchase orders from international suppliers Familiarity with 2010 INCOTERMS (International contract terms for importers and exporters)
• Booking domestic and international travel and accommodation
• Preparing letters, presentations and reports
• Responding to queries and resolving customer complaints
• General office maintenance, cleaning, and stocking of kitchen and stationary supplies

• Ensuring consistent application of VET Compliance Standards and VISA regulations with company policies and procedures and student enrolments by conducting internal audits and reporting on risk and gap analysis

• Following all student enrolments to their target completion date and providing on-going support
• Capturing cold expressions of interest and turning them into successful enrolments
• Event coordination at end of year graduation at Sydney Opera House (including catering menu, seating, speeches, gown hire, and photographers)
• Successfully completed 2 traineeships within Business Administration and applied those skills whilst on the job