Melanie Stazak

Contracted for Department of Public Works and Energy - Resilient Homes Fund

• Provided guidance and support to hundreds of registrants affected by the 2021-2022 flooding event
• Corresponding through multiple agencies ensuring all material is according to Policy and Legislation Framework
• Recording accurate file notes
• Arranging over 500 Home Assessments
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Passionate about learning and committed to continual improvement.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
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Contracted for Trade and Investment Queensland

• Providing high quality, professional and timely operational business support to the Corporate Services Business Unit
• Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
• Held meetings to communicate new policies and procedures to appropriate personnel.
• Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
• Oversaw process improvement initiatives.
• Streamlined workflow.
• Archiving of sensitive documents ensuring archiving standards and government procedures were followed
• Applying attention to detail while formatting, proofreading, and editing 30+ newly designed Policy and Procedure templates
• Assisting with financial processes including invoice, purchase orders and monthly accruals
• Providing support preparing Quarterly Audit Meetings and general Ad hoc tasks as requested.

• Provide timely and accurate information to students, staff and other stakeholders within the University policies and procedures framework, Faculty guidelines and relevant legislation
• Process applications and documentation for students in relation to admission, progression, examinations, class-sign on, study abroad, course enrolment, and other student administration tasks
• Assist with the review of procedures and processes and assist with implementing agreed change
• Assist with reviewing the accuracy of information in University databases, websites and publications, including study guides, faculty website, UQ Answers and information sheets
• Managed multi-line telephone system and greeted customers during office visits.
• Created and maintained databases to track and record customer data.
• Developed strategies to streamline and improve office procedures.

• Advanced administrative and general office skills including solid skills Microsoft Office Suite
• Proven ability to add value as part of a diverse and dynamic team environment
• Excellent Interpersonal, communication and conflict resolution skills
• Proven ability to work productively as a team member and contribute to team goals
• Followed detailed directions from management to complete daily paperwork and computer data entry
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
• Champion a safe and healthy workplace and fair and equitable work practices as well as being appointed Deputy Chief Fire Warden
• Interpreted management directives to define and document administrative staff processes
• Managed digital databases and physical file systems
• Reduced privacy/security issues by introducing digital sign-in register for all visitors entering administration building
• Devised workaround solutions for system-related issues, resulting in positive outcomes
• Volunteered to help with special projects of varying degrees of complexity.
• Increased customer service success rates by quickly resolving issues.
• Trained and supervised employees on office policies and procedures.

• Communicated directly with project stakeholders, providing timely updates on development application
• Collaborated with engineers, surveyors, and planners regarding project capabilities and limitations to deliver optimal functionality
• Allied with Customer Experience Agents and Development Planning department to better meet overall business goals
• Designed and developed application predefined responses
• Assisted Development Planning department in creating software user manuals
• Worked closely with other team members in such tasks as troubleshooting and debugging
• Participated in design and planning exercises for future software rollouts
• Reviewed 30+ Development Applications per week for pre-assessment
• Studied plans for each job to gain understanding of materials, tools and work required 3-month secondment
• Strengthened communication skills through regular interactions with others.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Paid attention to detail while completing assignments.

• In day to day work and functioning of the Citizen Services team, providing expert knowledge, guidance and leadership to achieve goals
• Provided expert administration and technical advice to support the Citizen Services team with provision of accurate information and advice to citizens, utilising various multi-channel tools available
• Undertake projects of data and preliminary analysis of information for reporting and championing opportunities within the team
• Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement
• Reduced process inconsistencies and effectively trained team members on best practices and protocols
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Investigated and resolved customer inquiries and complaints quickly
• Facilitated inter-departmental communication to effectively provide customer support
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Trained and supervised team of customer service representatives in providing quality service to customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Handled day-to-day customer contact via phones, live chat, and emails.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Sought ways to improve processes and services provided.

• Assist in implementing procedures and other tools that support implementation of adopted strategies and policies
• Played an active role in execution of continuous improvement projects, key corporate initiatives and citizen engagement activities
• Scheduled, researched, and prepared content to meet Council's statutory requirements under the Integrated Planning and Reporting legislation
• Act as systems administrator and trainer of Council's planning and reporting software for measurement and monitoring of objectives, key performance measures and outcomes within the Integrated Planning and Reporting framework
• Provided reporting for Quarterly forecast analysis and ad-hoc reporting in support of decision-making
• Maximised team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols
• Mapped processes to holistically examine business flow and identify improvement opportunities
• Assisted various departments with change by communicating new improvement plans and expectations.
• Educated staff on organizational mission and goals to help employees achieve success.
• Evaluated staff performance and provided coaching to address inefficiencies.