Martha Carr

Responsibilities

• Direct 20+ geographically dispersed staff members across three teams
• Manage COVID-19 Hotline for Department
• Direct team of lead professionals responsible for supporting principals to manage complex matters, key component of principal health and wellbeing reform
• Direct team of senior dispute resolution officers who manage escalated complaints on behalf of Deputy Secretary
• Deliver quarterly business insights and analysis of client service enquiries and complaints for broader organisation; subject matter expert in operational data analysis with strong focus on continuous service improvement
• Chair working group and steering group for independent investigations; lead cross-Divisional team
• Chair reference group as project leader of Department's complaints improvement initiative
• Prepare and manage operational budget
• Contract owner for $2m contract with supplier for delivery of Genesys software-as-a-service (contact centre solution); enterprise solution used to manage inbound and outbound calls and emails for 7 departmental call services

Achievements

• Deliver high-quality COVID-19 Hotline service to clients, averaging 92% first-call-resolution rate
• Achieved high staff morale and retention through effective communication and encouragement of creative thinking, problem solving, and empowerment
• Led cross-divisional state-wide team to define new operating model for management of complaints

Responsibilities

• Directed 45+ staff members across 7 teams in diverse portfolio within School Operations and Statewide Services Division of Schools and Regional Services Group
• Oversaw Group operations including workforce management, strategic planning
• Managed governance framework as endorser/approval of responses to Ministerial correspondence, serving as final approver of responses related to government schools
• Governed escalated parent complaints on behalf of Deputy Secretary as owner of related Department policy
• Prepared and managed operational budget

Achievements

• Improved engagement with Traditional Owner groups by leading School Naming policy review; established relationship with Victorian Aboriginal Education Association Inc. (VAEAI)
• Acquitted Victorian Auditor's General Office (VAGO) audit action by leading development of yearly school governance reporting to Minister for Education
• Directed work of lighting and sound crews to coordinate efficient production operations

Responsibilities

• Managed 10+ staff members in delivery of contact management systems and processes
• Managed Department's COVID-19 Hotline, from contact system setup to workforce management, delivering high-quality service to public
• Managed application development, implementation, and change management associated with enterprise service management solution, Service Tracking and Recording (STaR)
• Managed development of standard operating procedures, endorsed by Deputy Secretary, to establish standard practice across state for managing general enquiries and use of STaR

Achievements

• Led procurement of Genesys contact centre software-as-a-service, and served as Contract Owner, responsible for maintaining relationship with supplier
• Managed application development and support of service management application, Service Tracking and Recording (STaR), used by 1500+ Department staff to manage client enquiries and complaints
• Maintained professional, organized and safe environment for employees and clients
• Prepared annual budgets with controls to prevent overages
• Recruited and hired top performers to add talent and value to department.

Responsibilities:

• Researched business needs and problems, gathered requirements, and developed solutions to improve management of client contacts
• Led cross-functional teams to analyze and understand enterprise-wide operational impacts and technology opportunities
• Identified process inefficiencies through gap analysis and outlined sensible solutions
• Led roll out of contact management solution, including pilot telephony site, and stakeholder engagement activities

Achievements:

• Established first state-wide service management tool within Department by designing and developing Service Recording and Tracking (STaR) tool
• Informed service improvements through insights gleaned from tracking client interactions
• Reduced risks associated with urgent relocation of two high-demand phone services in Victoria, Maternal and Child Health Line and Parentline, by performing option analysis and developing business case; result was successful relocation of both services within short timeframe
• Developed Contact Management Strategy, effectively setting Department's direction for client engagement.

Responsibilities:

• Led multi-national team of 10 employees (vendor & IBM) in the architecture, design, development, and deployment (full service delivery life-cycle - SDLC) of corporate web applications used world-wide within IBM
• Elicited functional and non-functional requirements and built use case models (UML), ensuring clear understanding of project scope for both development/delivery teams and stakeholders
• Defined systems architectures (infrastructure, integration, and application) for successful review by corporate architecture review board
• Liaised with CIO and delivery stakeholders, defining tactical and strategic plans
• Performed BI analytics (data and text mining, query & reporting)
• Managed operational and investment budgets, achieving or under-running each year (no over-runs)
• Served as Senior Project Manager for CIO investment projects (determined return-on-investment, outlined business justifications and project scope)
• Defined and implemented test planning/execution process (performance, unit, integration verification, and user acceptance test plans) that resulted in highly successful production deployments.

Achievements:

• Successfully implemented chat as channel for customers to engage service desk
• Deployed real-time chat translations, enabling service desk operators to deliver service to customers in multiple languages
• Served as lead architect for web portal available to global customer, and successfully integrated web portal with enterprise service management tool for online web ticketing.