Summary
Overview
Work History
Education
Skills
Personal Information
Work History Continued
References
Training
Timeline
Generic

Lucy Proctor

Croydon,VIC

Summary

I’m a committed and driven professional with a deep passion for the Yarra Ranges and its community.

Having worked across council, I’ve gained broad knowledge of the services council provides and extensive local insights that help me connect people and opportunities.

I take pride in facilitating appropriate investment and seeing businesses—big and small—thrive.

I understand the complexities of our shire, including the opportunities and challenges tourism brings. I’m eager to take on greater responsibility in strategic planning to support a positive economic future for the Yarra Ranges community.

What drives me is the chance to work strategically, navigate difficult situations, and empower others to form strong, high-performing teams that deliver real impact.

Overview

28
28
years of professional experience

Work History

Coordinator- Business Investment and Support

Yarra Ranges Council
02.2022 - Current
  • Facilitate investment in Yarra Ranges by offering investors a centralised contact and access to expert subject matter experts.
  • Coordinate Priority Investment Panel meetings, including preparation of early investment opportunities, concepts, impact assessments and alignment to strategic objectives including the EDS & DMP
  • Navigation of complex compliance matters
  • Oversee and support the small business office, ensuring an efficient, personalised service to customers who want to start, grow and maintain their businesses
  • Enhanced operational workflows and automation
  • Maintenance of long term relationships with Local and State Government, industry groups and educational providers

Customer Insights Coordinator

Yarra Ranges Council
06.2018 - 02.2022
  • Lead and support a team of 7, managing complex complaints, drafting high-level responses, and coordinating legal and Human Rights Commission referrals.
  • Oversee emergency response protocols for occupational violence or suicide threats, ensuring staff safety and wellbeing.
  • Drive strategic initiatives, including the design and delivery of the Yarra Ranges Complaints Policy and facilitating customer journey workshops for leadership development.
  • Performance management of Customer Liaison team members including PDP’s, action plans and vaccination mandates terminations.

Case Management Team Leader

Yarra Ranges Council
03.2017 - 06.2018
  • Revitalised team operations post-pilot, including case management, Councillor correspondence, and complex customer response processes.
  • Designed customer-centric workflows and implemented reporting systems to track volumes, handling times, and root cause analysis.

Customer Experience Team leader

Yarra Ranges Council
03.2015 - 03.2017
  • Led a team of 16 part-time and casual customer service staff, managing performance, union cases, long-term illness, and daily rostering.
  • Oversaw contact centre operations, including correspondence, social media monitoring, and recruitment through assessment centres and panel interviews.

Temporary secondment - Economic Development Business Support Officer

Yarra Ranges Council
08.2016 - 12.2016
  • Streamlined administration processes, managed YRC Business social media, and coordinated monthly mentoring with the Small Business Mentoring Service.
  • Promoted events and strengthened networks through collaboration with internal teams, traders, and industry groups.

Touchpoint project

Yarra Ranges Council
01.2016 - 04.2016
  • Engage existing administration teams to ensure effective rollout

Customer Experience and Correspondence Officer

Yarra Ranges Council
01.2014 - 03.2015
  • Consistently exceeded KPIs, delivered exceptional customer service, and trained new staff.

Emergency Management Consultant (After hours)

Johns Lyng Group
09.2013 - 02.2014
  • Assisted customers in crisis, addressing immediate needs and ensuring progress in claims and assessments

Customer Service

Max Brown Real Estate
07.2012 - 01.2013
  • Managed customer database and generated leads for agents

Sales and Service Operations Manager, Out of Hours (Job share)

AAMI Insurance
01.2006 - 01.2012
  • Led a team of 108 in managing daily operations of the AAMI Sales and Service Call Centre, ensuring high call volume efficiency, strategic goal achievement, and alignment with organisational values.
  • Oversaw hiring, onboarding, and leadership development through orientation sessions, daily huddles, and training workshops to support business needs.

Victorian Claims Assist Manager

AAMI Insurance
01.2004 - 01.2005
  • Overall responsibility for managing the AAMI Victorian team of 250 front-line claims call center consultants, team leaders, and managers

Customer Service Centre Manager

AAMI Insurance
01.2003 - 01.2004
  • Overall responsibility of running AAMI Preston Motor Vehicle Assessment Centre including maintaining relationships with repairers, cost and quality KPI's and face to face escalations

Customer Relations Manager

AAMI Insurance
01.2001 - 01.2003
  • Management of daily operations including staff management of high call volumes, resourcing, day-to-day people management, and escalations for a team of 80 staff

Customer Relations Team Leader

AAMI Insurance
01.1999 - 01.2001
  • Direct responsibility for performance of 14 front line consultants

Frontline Claims Consultant

AAMI Insurance
01.1998 - 01.1999
  • Consistently exceeding KPIs by delivering exceptional customer service, ensuring high satisfaction

Frontline Customer Relations Consultant

AAMI Insurance
01.1997 - 01.1998
  • Consistently exceeding KPIs by delivering exceptional customer service, ensuring high satisfaction.

Education

Emerging Leaders Program -

Yarra Ranges Council
01.2023

EDA Economic Development essentials -

01.2022

Local Government Complaint policy forum including discussion with Victorian Ombudsman Deborah Glass -

01.2021

Communicating with Confidence – Yarra Ranges Council -

01.2021

Handling Challenging Behavior – Ombudsman Victoria -

01.2019

Good complaints handling – Ombudsman Victoria -

01.2017

Innovation experiment – Yarra Ranges Council -

01.2017

Customer Experience Leadership Development Program – Yarra Ranges Council -

01.2017

Women on the Go – stall holder Yarra Ranges Council -

01.2016

PCI accreditation and presentation -

01.2015

Agents Representative Course – REIV -

01.2012

Certificate III in Financial Services – Deakin University -

01.2002

Certificate in Advertising RMIT -

01.1995

Commenced Bachelor of Business, Victoria University -

01.1994

Completed year 12 - Girton Grammar Boarding School, Bendigo Victoria -

01.1993

Skills

  • Complex Customer relationship management
  • Operational and strategic thinking
  • Work Planning and Prioritisation
  • Relationship Building and stakeholder management
  • Project Coordination
  • Discretion and Confidentiality
  • Process Improvement
  • Staff Management
  • Leadership
  • Operations Management
  • Project Management
  • Connector
  • Budget Planning

Personal Information

  • Hobbies: Renovating, Family, Travel, Share trading
  • Date of Birth: 11/18/75

Work History Continued

  • 1996-1997 National Distribution Assistant – Susan Corporation West Melbourne
  • 1995-1996 Retail Sales assistant – Susan Bourke Street Mall
  • 1994-1995 Crew Member – McDonalds Prahran

References

  • Helen Ruddell, Executive Manager , Cire Training and Community Hubs, 0447 014 453
  • Tania Asper, Manager Building and Planning City of Casey 0408 010 142
  • Anastasia Alexopolous, Suncorp Business Leader, 0459 802 343


Other references of current direct leadership are available upon request 

Training

  • 1999, Insurance Law, Australian Institute of Management
  • 1999, AAMI Personal Development Program for Leaders, Internal Management program
  • 2002, LMA Leadership and you, Leadership Management Australia

Timeline

Coordinator- Business Investment and Support

Yarra Ranges Council
02.2022 - Current

Customer Insights Coordinator

Yarra Ranges Council
06.2018 - 02.2022

Case Management Team Leader

Yarra Ranges Council
03.2017 - 06.2018

Temporary secondment - Economic Development Business Support Officer

Yarra Ranges Council
08.2016 - 12.2016

Touchpoint project

Yarra Ranges Council
01.2016 - 04.2016

Customer Experience Team leader

Yarra Ranges Council
03.2015 - 03.2017

Customer Experience and Correspondence Officer

Yarra Ranges Council
01.2014 - 03.2015

Emergency Management Consultant (After hours)

Johns Lyng Group
09.2013 - 02.2014

Customer Service

Max Brown Real Estate
07.2012 - 01.2013

Sales and Service Operations Manager, Out of Hours (Job share)

AAMI Insurance
01.2006 - 01.2012

Victorian Claims Assist Manager

AAMI Insurance
01.2004 - 01.2005

Customer Service Centre Manager

AAMI Insurance
01.2003 - 01.2004

Customer Relations Manager

AAMI Insurance
01.2001 - 01.2003

Customer Relations Team Leader

AAMI Insurance
01.1999 - 01.2001

Frontline Claims Consultant

AAMI Insurance
01.1998 - 01.1999

Frontline Customer Relations Consultant

AAMI Insurance
01.1997 - 01.1998

EDA Economic Development essentials -

Local Government Complaint policy forum including discussion with Victorian Ombudsman Deborah Glass -

Communicating with Confidence – Yarra Ranges Council -

Handling Challenging Behavior – Ombudsman Victoria -

Good complaints handling – Ombudsman Victoria -

Innovation experiment – Yarra Ranges Council -

Customer Experience Leadership Development Program – Yarra Ranges Council -

Women on the Go – stall holder Yarra Ranges Council -

PCI accreditation and presentation -

Agents Representative Course – REIV -

Certificate III in Financial Services – Deakin University -

Certificate in Advertising RMIT -

Commenced Bachelor of Business, Victoria University -

Completed year 12 - Girton Grammar Boarding School, Bendigo Victoria -

Emerging Leaders Program -

Yarra Ranges Council

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