Madison Holland
Wacol,QLD
Summary
Competent Administration Officer with superior organizational, communication and problem-solving abilities. Skilled in managing diverse tasks and competing priorities on a daily basis. Practiced at driving improvements to quality, productivity and service, demonstrated over 5 years of Public Service experience. Talented at motivating teams and streamlining operations. Analytical problem solver and persuasive communicator with talent for thinking outside the box for creative solutions. On a personal level, down to earth and love to laugh and make others laugh.
Overview
15
15
years of professional experience
Work History
Administration Officer (HR & Finance)
Women’s Safety and Violence Prevention, DJAG
09.2021 - Current
- Setting priorities and problem-solving workflow issues to maintain rapport with customers and managers.
- Providing HR advice and processing a wide selection of HR appointments in QSS.
- Job advertising including SEAWC approval process, request to hire, and then assisting with interviews and overseeing onboarding of new employee.
- Adhering to departmental policy in processing payments for the division via SAP Invoice, Purchase Order, or Corporate Credit Card.
- Vendor / Customer Management in SAP (Creation, Unblocking, Changing) Processing financial reports and displaying data effectively in Microsoft Excel.
- Work experience in project management namely, Yarrabah Positive Relationships Project.
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Achievement: Researched, designed and implemented a user-friendly system to remedy a common issue within the team of not being prepared for new starters. This involved researching a solution, pitching the idea to the team, training the team in the functions of the program and workshopping any initial implementation issues. Received an ‘Innovation’ Departmental Excellence award for this achievement.
Acting Executive Support Officer to the Assistant Director-General
Women's Safety And Victims And Communities Support
09.2022 - 11.2022
- Complete inbox management
- Managed executive calendars and inboxes proactively, identifying potential conflicts and proposing appropriate solutions to optimize time utilization
- Enhanced executive productivity by efficiently managing schedules, travel arrangements, and meeting logistics.
- Meeting preparation including collating papers / briefs
- Various ad-hoc secretarial assistance including anticipating ways to assist the ADG
- Liaised between internal departments and external vendors to maintain clear communication lines during project execution.
- Increased efficiency in daily operations by implementing new administrative processes and tools
- Achievement: Researched, designed and implemented a system to quickly categorize emails and set important emails as tasks within Microsoft Teams.
Client Information Officer
Legal Aid Queensland
08.2018 - 09.2021
- Receiving and handling inbound phone calls from client’s with legal enquiries.
- Filtering and asking questions to determine correct avenue for assistance.
- Problem solving and troubleshooting, with the goal of assisting vulnerable Queenslanders to achieve best possible outcome for each client.
- Using communication skills to diffuse tense calls, with the goal of listening to the client and clearly communicating how we can or why we cannot help them.
- Buddying with new CIO’s, demonstrating best practice in the CIO role.
- Consistently meeting call parameter KPIs.
Acting Peer Coach
Legal Aid Queensland
12.2019 - 02.2020
- Monitoring and providing reinforcing and constructive feedback to Client Information Officers (CIO’s).
- Acting as Team Leader as required.
- Assisting with recruitment and training of new CIO’s.
- Maintained detailed records of client interactions, ensuring consistency in service delivery and tracking progress toward established objectives.
- Empowered ClIO's to take ownership of their personal growth journey by teaching self-monitoring techniques and accountability measures.
- Working with Team Leaders to create training / management plan for CIO’s struggling to reach competency level.
- Achievement: Developed and implemented training resources (ATSI FAQ and Tips, Intensive call structure plan)
Beauty Therapist / Reception
Endota Spa, Manly
06.2016 - 08.2018
- Providing beauty therapy services to a range of different clients
- Roster management, scheduling and overseeing staff training through external organisations
- Maintained a clean and hygienic work environment, adhering to strict sanitation guidelines for client safety.
- Helped customers feel relaxed and comfortable through conversation and establishing trust.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Participated in ongoing training and education opportunities to stay current on industry trends and techniques.
- Achievement: Obtained International Dermal Institute's Dermalogica Expert Status
Sales Merchandiser
Dynamic Sales Australia Pty Ltd
02.2015 - 11.2016
- Stock level management and visual merchandising of stock and displays
- Liaising and building relationships with high level management to effect optimal outcomes for clients
Crew Manager (Casual)
Baskin-Robbins, Mount Gravatt
09.2009 - 11.2016
- Management of staff and training programs, general HR duties.
- Processing sales transactions through POS system (Maitre D), Eftpos terminal and cash handling.
- Contributing to customer experience by providing fast, friendly and accurate service.
- Motivating and monitoring the teams efforts to introduce new protocols or methods, with the goal to achieving consistency.
Office Executive
Baskin-Robbins Support Centre
04.2012 - 01.2015
- Complete office and building management including communications, travel and information technology needs for executive management team.
- Assistance with HR systems and documentation for corporate store employees.
- Planning, researching, purchasing and implementing nationwide projects.
- Secretariat function to the Executive Leadership Team including complete planning of meetings and state and national conferences.
- Provided hospitality and support to international visitors and meeting attendees
Receptionist / Legal Secretary
Warlow Scott Lawyers
04.2009 - 12.2009
- Management of switchboard, directing enquiries.
- General overflow admin.
- Meet and greet of high profile clients.
Education
Wellington Point State High School
Wellington Point, QLDBridget Hogg Psychology
Brisbane, QLD04.2024
Australia Wide First Aid
Brisbane10.2021
Legal Aid Queensland Internal Training Sessions
Brisbane09.2019
New Horizons Learning Centre
Brisbane08.2012
Skills
- Expert communicator
- Innovative, free thinker, solutions focused
- Fast learner, teachable nature
- Calendar Management and meeting support
- Document preparation and control
- Personable and approachable
- Proficient in use of SAP, Aurion ESS, QSS, eDocs, RM8, Springboard and more
- Eager to learn, develop and grow professionally
- Contributes to a thriving, team atmosphere that is safe and enjoyable to work in
Accomplishments
Received an Innovation award at the 2023 Department of Justice Departmental Excellence Awards
References
- Robyn Zahnow, Principal Executive Officer, Office for Women and Violence Prevention, DJAG, (07) 3031 6620
- Dr Kylie Stephen, Former Assistant Director-General, Office for Women and Violence Prevention, DJAG, 0467 801 681
Timeline
Acting Executive Support Officer to the Assistant Director-General
Women's Safety And Victims And Communities Support
09.2022 - 11.2022
Administration Officer (HR & Finance)
Women’s Safety and Violence Prevention, DJAG
09.2021 - Current
Acting Peer Coach
Legal Aid Queensland
12.2019 - 02.2020
Client Information Officer
Legal Aid Queensland
08.2018 - 09.2021
Beauty Therapist / Reception
Endota Spa, Manly
06.2016 - 08.2018
Sales Merchandiser
Dynamic Sales Australia Pty Ltd
02.2015 - 11.2016
Office Executive
Baskin-Robbins Support Centre
04.2012 - 01.2015
Crew Manager (Casual)
Baskin-Robbins, Mount Gravatt
09.2009 - 11.2016
Receptionist / Legal Secretary
Warlow Scott Lawyers
04.2009 - 12.2009
Wellington Point State High School
Bridget Hogg Psychology
Australia Wide First Aid
Legal Aid Queensland Internal Training Sessions
New Horizons Learning Centre
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