NICOLA MARUCA
Abbotsbury
Summary
I am a dedicated Project Officer successful at cultivating strong stakeholder relationships and completing projects with confidence and skill. I consistently perform well in fast paced environments and are seeking and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
Work History
Project Officer
NSW Small Business Commissioner
06.2022 - Current
- Developed and deepened relationships with key stakeholders.
- Partnered with project team members to identify and quickly address problems.
- Kept senior management well-informed by preparing and presenting project status reports.
- Identified and resolved project issues and mitigated risks, reducing challenges and improving project results.
- Monitored deadlines and milestones to keep team on track with project schedule.
- Gathered and organized supporting materials for meetings and project updates.
- Worked closely with organizations, individual businesses and government agencies to foster welcoming climate for business.
- Developed and monitored project schedules, budgets and objectives for successful completion.
- Adjusted project plans to account for dynamic targets, staffing changes, and operational specifications.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Analyzed project data to identify trends and areas for improvement.
- Allocated project resources to drive productivity and maximize efficiency.
- Coordinated numerous small- and large-scale projects to meet client requirements.
- Monitored project progress, identified risks and took corrective action as needed.
Team Leader, Customer Experience
NSW Small Business Commissioner
08.2021 - 06.2022
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to excellent service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilising listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Trained new customer service agents on policies and procedures to support favourable customer experiences.
Case Officer, Customer Experience
NSW Small Business Commissioner
07.2020 - 08.2021
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Investigated customer complaints and escalated issues to address critical requests.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Documented progress in treatment plans, educational, and recreational activities and maintained updated case records.
Education
High School Certificate -
Our Lady of Mercy College
Bachelor of Laws -
University of Technology Sydney
Sydney11.2021
Skills
- Project Support
- Methods of Production
- Procuring Funding
- Document Management
- Project Proposals
- Strategy Implementation
- Timely Project Completion
- Stakeholder Relations
Timeline
Project Officer
NSW Small Business Commissioner
06.2022 - Current
Team Leader, Customer Experience
NSW Small Business Commissioner
08.2021 - 06.2022
Case Officer, Customer Experience
NSW Small Business Commissioner
07.2020 - 08.2021
High School Certificate -
Our Lady of Mercy College
Bachelor of Laws -
University of Technology Sydney
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