Paul McLaughlin

Having achieved a high level of competency as an accomplished people manager I’m actively pursuing a challenging new opportunity where I can utilise my extensive experience gained over twelve years as a Team Leader with Revenue NSW and now SNSW. Leading by example and achieving exceptional results in my roles I have demonstrated proficiency in the analysis and utilisation of data in the execution of my duties. I believe in a strong corporate culture with a motivated team and I’m confident I would continue make a positive contribution to the organisation in a new role. Having a strong background in data analysis with a focus on quality outcomes I am looking for an opportunity to continue using my well-established skills in this area, while continuing to develop the skills of my team.

• 06/2024, Successfully coached and mentored a member of my team through his initial training and nesting period, discussed potential positions and worked very closely with him to develop his skills in the Contact Centre. Through coaching and increasing awareness, and positive feedback, he has applied for an ongoing position and has been successful, moving from a temporary contract that was ending to an ongoing position with Revenue.
• 06/2024, Assigned to be the lead Team Leader for RS2 to implement and provide feedback for the updated My Contribution Card process.
• 06/2024, Participated and provided support to the Project team doing discovery work on the Disposition codes specific for RS2.
• 05/2024, Tasked by my manager to develop a process to guide less experienced Team Leaders in how to manage staff leave in a timely and effective manner, (in progress). Specifically, around timing and what steps need to be completed at what stages.
• 02/2024 - 03/2024, Successfully mentored my team to achieve the change in performance KPI (reduction in ACW was required against all queues). This performance improvement has been achieved and maintained to date.
• 01/2023 - 04/2023, Requested to join the Middle Office team in a relief role (Implementation Analyst) for a period of 3 months. Tasked with implementing an updated Reporting Process to details progress on Projects the team was undertaking. Result of my work in this area was to put in place a system that reduced the total time to produce the report each week from 6 hours across three staff to 30 minutes for one individual. This also included reformatting the content to be relevant for specific grades and improving storage and access to the report and outcomes for senior management. Based on these outcomes I was again requested for a second period of temporary relief later in the year, (2023).
• 06/2021 - 05/2022, Assigned as the Road Safety 2 System and Process Lead. Testing & Integration of the Citrix interface / environment into SNSW Roads Safety 2 to allow access to Revenue systems. Lead on site responsible for the migration of all staff, across four sites, moving from the Revenue Standard Operating Environment to SNSW. This involved all aspects of the coordination of hardware, scheduling with Workforce Planning to ensure Network integrity, liaising with the Project team to ensure project timing and budget were met.

• Trent Hector, Contact Centre Manager (Maitland & Gosford), SNSW Road Safety 2, trent.hector@service.nsw.gov.au, 0431 663 875
• Rouan McGuire, Contact Centre Manager (Lithgow & Parramatta), SNSW Road Safety 2, rouan.mcguire@service.nsw.gov.au, 0410 578 294