Lucy Miles
Project Support Officer
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognised for taking proactive approach to identifying and addressing issues, with focus on optimising processes and supporting team objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Support Officer
Department Health, Disability, Ageing
Brisbane, QLD
06.2025 - Current
- Coordinated project timelines and deliverables to enhance workflow efficiency.
- Managed documentation and reporting processes, ensuring accuracy and compliance with standards.
- Developed project plans utilising Microsoft Project to track progress and allocate resources effectively.
- Facilitated communication between stakeholders, fostering collaboration and addressing concerns promptly.
- Ensured successful project delivery by maintaining accurate documentation and tracking key performance indicators.
- Improved stakeholder satisfaction by providing timely updates on project status and addressing concerns promptly.
- Maintained and reviewed daily and weekly client reports.
- Conducted comprehensive research to inform data-driven decisions throughout the course of each project.
Project Service Representative
National Disability Insurance Agency
Robina, QLD
06.2024 - 06.2025
- Provided support to clients navigating National Disability Insurance processes and services.
- Streamlined application processes, enhancing efficiency and reducing client wait times.
- Collaborated with multidisciplinary teams to ensure accurate service delivery for participants.
- Developed training materials to improve onboarding for new Access Service Representatives.
- Monitored case progress and maintained detailed records in the client management system.
- Assisted in policy implementation, ensuring compliance with organizational standards and regulations.
- Assisted in the implementation of new software programs designed to streamline access services functions, contributing to increased departmental efficiency.
- Expedited insurance verification by maintaining updated knowledge of policies and procedures.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 55 customers each day.
Data Entry Administrator/Project Support Officer
Serco Global Services
Varsity Lakes, QLD
11.2022 - 05.2024
- Managed data entry operations, ensuring accuracy and consistency across multiple databases.
- Trained new staff on data management procedures and software applications.
- Conducted regular audits of data entries to identify discrepancies and implement corrective actions.
- Utilised advanced spreadsheet functions to analyze data trends and support decision-making processes.
- Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.
- Remained adaptable to changing workloads and priorities while maintaining a high level of organization and attention to detail.
- Managed large volumes of complex information, ensuring that all records were properly stored in appropriate databases.
- Streamlined data processing by consistently meeting deadlines for time-sensitive projects.
- Managed performance expectations for 25 employees within the department.
Project Coordinator
Department of Human Services Individual and Family Services
Gold Coast, QLD
12.2016 - 06.2020
- Developed and maintained project documentation, ensuring accuracy and consistency across initiatives.
- Coordinated project timelines and deliverables to ensure alignment with departmental goals.
- Managed stakeholder communication, facilitating collaboration among team members and external partners.
- Implemented process improvements that enhanced operational efficiency and reduced project turnaround times.
- Led cross-functional teams in executing community outreach programs aimed at increasing service accessibility.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Oversaw budget tracking and resource allocation, ensuring projects remained within financial constraints.
Education
Master of Policy Studies - Public Policy Analysis
University of New South Wales
Sydney, NSWBachelor of Arts - Art History
University of Queensland
Brisbane, QLD12-2016
Bachelor of Fine Arts - Painting / Art Theory
Griffith University
QLD12-2015
Skills
- Project scheduling
- Scope management/Time Management
- Verbal and written communication
- Documentation management
- Requirements gathering
- Attention to Detail
- Documentation and reporting
- Information Governance
- Customer relationship management
- Interpersonal skills
- Quality assurance
- Contract negotiations
- Vendor sourcing
- Writing skills
- Data entry
IT SKILLS
- Customer Relationship Management : Cin 7 (Advanced) Database Administration , SALESFORCE
- (Incl. Cloud Technology) SAP , PANDA , Monday, HUBSPOT
- CONTENT MANAGER ( TRIM)
- InEight TEAM BINDER
- NDIS PLAN MANAGER - PACE
- Microsoft : SharePoint / MS TEAMS / MS OUTLOOK / MS OFFICE / MS PROJECT
- Centrelink - Mainframe (ECE) PEGA SYSTEM
- MEDICARE / MS DOS MAINFRAME
- SEARCH ENGINES : Google/Explorer
- Spreadsheets
- Filing & Records Management
- ADOBE Photoshop
- Knowledge of SOCIAL MEDIA PLATFORMS.
Certification
- RG146 Superannuation Compliance Training Tier 1 & 2 (ASIC)
- AGSVA Security Clearance Baseline Vetting- Federal Government
- QLD Drivers Licence
- QLD Blue Card -Working with Children screening
- QLD Yellow card – Disability worker screening
Languages
Japanese
Professional Working
Interests
- Visiting Art Galleries and Museums
- Art Valuations/Art History
- Painting,Drawing, Sculpture
- Music/ Piano
- Writing Art Reviews
- Reading
- Yoga
- Mindfulness Practices
- High-Intensity Interval Training
- Swimming
- I participate in low-impact exercises to strengthen core muscles
Timeline
Project Support Officer
Department Health, Disability, Ageing
06.2025 - Current
Project Service Representative
National Disability Insurance Agency
06.2024 - 06.2025
Data Entry Administrator/Project Support Officer
Serco Global Services
11.2022 - 05.2024
Project Coordinator
Department of Human Services Individual and Family Services
12.2016 - 06.2020
Master of Policy Studies - Public Policy Analysis
University of New South Wales
Bachelor of Arts - Art History
University of Queensland
Bachelor of Fine Arts - Painting / Art Theory
Griffith University