Sam Siulepa
Sydney,NSW
Summary
Dedicated and adaptable professional with a proactive attitude, and the ability to learn quickly. Experience across multiple roles at NSW Ambulance. Strong work ethic, effective communication skills, great understanding of systems, and high emotional intelligence.
Overview
11
11
years of professional experience
Work History
Emergency Call Taker
NSW Ambulance
04.2022 - Current
- Demonstrate a comprehensive understanding of MPDS protocol choice
- Demonstrate a comprehensive understanding of ProQA
- Be able to successfully deliver CPR instructions over the phone when needed on ECHO/1A calls
- Be able to identify scene safety issues and read between the lines on unclear calls
- Be able to manage extremely aggressive callers
- Have a full understand of NSW Ambulance Control Centre work instructions
- Perform accurate geolocation to avoid sending resources to an incorrect address
- Deliver great customer service and empathy
Operations Manager
New Zealand Government
Mascot, NSW
06.2022 - 06.2023
- Register a temporary company with ASIC for the period of the contract and prepare all legal documentation: Shareholder’s Agreement, Constitution, Directors Authority to Act on Behalf of the Company, Director’s ID, Share Certificates, Share Register
- Oversee the setup of core components: Service agreements, website, customer care processes, sales, branding, marketing, finance, the executive board, and staffing
- Business development: Negotiate key contracts with the New Zealand Government for the year the business will be operational
- Training: Ensure all sub-contractors receive the right training and have the right qualifications to write plans and follow-up Government clients
- Board meetings: Manage all stakeholders and hold regular meetings to set goals, KPI’s, strategic direction, and more
- Report to ASIC and prepare Annual Reports, Income Statements, Financial Reports, 484 forms, business activity etc., as per Government Requirements
- Demonstrate a strong understanding of various business management methodologies and growth strategies e.g.: DMAIC, Ansoff Matrix, Kaizen, A/B Split Testing, and more
- Closure of the business once all contracts with the New Zealand Government have been fulfilled.
Operations Manager
Raven Institute of Research
Mascot, NSW
11.2021 - 11.2022
- Register a temporary company with ASIC for the period of the contract and prepare all legal documentation: Shareholder’s Agreement, Constitution, Directors Authority to Act on Behalf of the Company, Director’s ID, Share Certificates, Share Register
- Negotiating contracts with NSW Health to assess the effectiveness of Midwifery Perinatal Mental Health training courses
- Negotiating contracts with the Western Australian Mental Health Commission to assess the effectiveness of Registered Nurse training programs
- Attending executive board meetings to present and advise on key areas of the business that need to be improved
- Allocating tasks to other staff to ensure key performance indicators were met
- Process improvement and development
- Managing multiple deadlines and tasks at once
- Closure of the company via ASIC once all contracts for NSW Health were completed.
Trainee Emergency Call Taker
NSW Ambulance
11.2021 - 04.2022
- Pass all tests at Gladesville during training and graduate as a trainee
- Pass Practicum 1 in center
- Complete minimum 324 hours of training in centre
- Pass Practicum 2 in center and graduate as an Emergency Call Taker
Case Manager Level 2
Insurance Australia Group (ASX:IAG)
02.2020 - 11.2021
- Managing a case load of over 150 claims
- Arranging assessors or investigations units to visit insured properties and give us their report on the situation
- Use those reports to determine next steps
- Arrange suppliers, builders etc
- As required
- Arrange living assistance as required
- Negotiate claim outcomes and arrange pay out if needed
- Manage customer emotions and conflicts
- Overseeing incoming invoices from suppliers, builders etc
- And validating spend before releasing funds
- Studying claims and identifying fraud
- Investigating potential fraud and collating supporting facts into one document
- Keeping up to date with changes to the General Insurance Code of Practice and any other relevant legislative acts
- Understanding the home insurance escalation process: Internal process, AFCA, Co
Marketing Lead Generation Specialist
ARQ Group (ASX:ARQ)
08.2018 - 02.2020
- Maintain the relationship between Marketing and Sales
- Contribute to the success of both Sales and Marketing; ARQ Group as a whole
- Work with ARQ Group Subsidiary; WME as required to assist with the improvement of Lead Module performance
- Assist the Snr Manager, Acquisition Marketing in defining acquisition journeys that generate interest, capture details and increase inbound calls
- Work with the Advocacy team to generate renewal lead modules and sales enablement for the Manila-based call centre
- Work with the Customer Marketing team on developing nurture journeys for non-converting leads
- Optimize end to end tracking of each lead module to ensure data is reliable
- Partner with sales to execute sales enablement programmes that increase lead conversion
- Regular reporting and commentary on the status of each lead module and how they can continually be improved
- Ad hoc and customer campaign activities as necessary
- Stay abreast of the latest relationship marketing trends, advising the business of best practices
- Take ownership of projects that will assist with the development and improvement of the Care Team as a whole
- Manage & maintain domain services for various clients across various subsidiaries of ARQ Group (ARQ Group: WME Group, Web Central, Net Registry, DOMAINZ, Melbourne IT, TPP Wholesale, Cogent IPC, IDR Management Services, InfoReady)
- Ensure zone records are listed correctly; tend to broken records
- Use various software's to conduct system checks to determine the cause of a customers issue whether it be DNS related, web related, hosting related, tech related, migration related, scripting related, billing related, or related to other potential problems not listed
- Use learnt knowledge and various software's & interfaces to fix these issues
- Express a sincere level of concern and urgency when conversing with clients
- Display an understanding of but not restricted to: Zone Records: A, AAAA, MX, CAA, TXT, SOA, SRV, SPF, NS, CNAME, SSL & TLS Certificates, The Domain Name System (DNS): Resolvers; ISP's, TLD Servers, Root Servers, Domain Name Servers, Name Server (NS) Delegation, Web Hosting Systems: cPanel, Cloud, VPS, Hosting Types: Mail Hosting, DNS Hosting, Domain Hosting, Web Hosting (see above), CSS & HTML, CMD.exe & Shell
Business Development Manager
Web Profits
07.2016 - 08.2018
- Establish relationships with potential clients and facilitate integration with partner service solutions
- Assist in marketing strategy development for national and regional divisions
- Leverage new opportunities via the execution of new business projects
- Streamline profit margins through price adjustments and cost reduction analysis
- Collaborate with the marketing team to successfully present and promote products
- Conduct business analysis to deploy customized solutions for prospective clients
- Represent the company at conferences, meetings, and industry events
- Facilitate service level agreements and contract negotiations
Employment Consultant
Max Employment
01.2015 - 07.2016
- Responsible for managing and organising solutions for a caseload of over 300 jobseekers
- I was promoted in less than 3 months after being employed as a Customer Services Officer
- Securing relationships with employers
- Approving Employment Fund requests to assist with jobseeker crisis
- Acquiring and maintaining a strong understanding of Government Policies, Job Active Services, ESS, DMS, WFD, PAR's, NAR's, Centrelink Procedures, Employment Fund, DSP, various allowance types, NDIS, TTW and more
- Constructing job plan contracts
- Maintaining a Government standard of privacy
- Achieving various Government set KPI's including placements, interviews, employer contacts, outcomes, and admin related tasks
- Constructing job applications for jobseekers and mentoring them prior to employment
- Providing ongoing support post placement
- Coordinating efforts with other staff members in order to ensure enough support is in place to keep jobseekers employed
Customer Services Officer
Max Employment
11.2014 - 01.2015
- Manage office flow
- Remove any obstructions hindering employee's and clients from being serviced
- See to Stream A clients and assist with initial appointments
- Develop Job Seeker Job Plans
- Assist Job Seekers with finding suitable employment
- Track invoices and achieve outcomes; placements
- Ensure all sensitive documentation is backed up and shredded properly
- General admin
Personal Trainer
Self Employed
11.2013 - 11.2014
Project Implementation Officer
NSW Ambulance
- Drove successful implementation of key projects within NSW Ambulance, ensuring alignment with organizational strategic objectives and operational needs
- Managed all project phases, from initiation and planning through execution, monitoring, and closure, adhering to established project management methodologies (e.g., PRINCE2, Agile)
- Collaborated effectively with diverse stakeholders, including clinical staff, operational teams, IT specialists, and external vendors, to achieve project deliverables and foster positive working relationships
- Developed and maintained comprehensive project documentation, including project plans, risk registers, issue logs, and status reports, ensuring transparency and accountability
- Monitored project progress, identified potential risks and issues, and implemented effective mitigation strategies to ensure on-time and within-budget delivery
- Conducted post-project reviews to identify lessons learned and best practices for future project implementations
- Demonstrated strong analytical, problem-solving, and communication skills to effectively manage project complexities and drive successful outcomes
- Proficient in project management software (e.g., Microsoft Project, Jira, Asana) and Microsoft Office Suite
Communications Team Leader
NSW Ambulance
- Monitor queues in accordance with the CC Pulse Management and Maintenance of Grade of Service ensuring that priority is given to answering emergency calls and all incoming telephone calls are answered in accordance with the Service's telephone procedure
- Monitor key performance indicators as related to the position and report outcomes to the Control Centre Manager or delegate
- Appraise the performance of team members and assist with coaching and feedback to ensure organisational and professional development objectives are achieved
- Answer enquiries from other health care providers, members of the public, NSW Ambulance employees and other emergency service organisations via telephone or by other means such as facsimile and two way radio
- Ensure the Senior Control Centre Officer is advised of difficult or problematic incidents in accordance with Standard Response and Notification and escalation procedures as required
- Observe the requirements and provisions of the Health Services Act (1997) and Health Services Regulation 2013 in conjunction with NSW Ambulance protocols, policies and procedures as amended from time to time
- Remain conversant with all Work Instructions, Operational Alerts and other staff notices as issued from time to time and supervise the implementation of such notices
- Maintain and audit appropriate Control Centre records and assist the Control Divisional Management team with the collation of statistical information as required
- Ensure that prompt attention is given to staff when called upon for assistance or guidance, with particular attention to the accuracy and documentation of information either through the use of a paper log slip, direct entry into the computer aided dispatch system or other appropriate method as supplied by NSW Ambulance
Education
Bachelor of Health Science -
Western Sydney University
02.2025
Cert III - Ambulance Communications
NSW Ambulance
Cert IV - Personal Training
Cert III - Fitness
Skills
- Project management
- Business case validation
- Technical support
- People management
- Contract negotiation
References
References available upon request
Recent Achievements
- NSW Ambulance, 1 month CCRP secondment assisting with the progression of three key projects impacting control centre staff
- NSW Ambulance, Management of Sydney Call-Takers during the Bondi Junction stabbing incident
- NSW Ambulance, Successful appointment to A/Communications Team Leader placing second on ranking list
- NSW Ambulance, Formal letter of recognition from the Chief Commissioner of NSW Ambulance for assisting with the management of the Bondi Junction incident
- Western Sydney Uni, One distinction and one high distinction achieved in my most recent semester at Western Sydney Uni (Ba Health Science)
References
References available upon request.
Timeline
Operations Manager
New Zealand Government
06.2022 - 06.2023
Emergency Call Taker
NSW Ambulance
04.2022 - Current
Operations Manager
Raven Institute of Research
11.2021 - 11.2022
Trainee Emergency Call Taker
NSW Ambulance
11.2021 - 04.2022
Case Manager Level 2
Insurance Australia Group (ASX:IAG)
02.2020 - 11.2021
Marketing Lead Generation Specialist
ARQ Group (ASX:ARQ)
08.2018 - 02.2020
Business Development Manager
Web Profits
07.2016 - 08.2018
Employment Consultant
Max Employment
01.2015 - 07.2016
Customer Services Officer
Max Employment
11.2014 - 01.2015
Personal Trainer
Self Employed
11.2013 - 11.2014
Project Implementation Officer
NSW Ambulance
Communications Team Leader
NSW Ambulance
Bachelor of Health Science -
Western Sydney University
Cert III - Ambulance Communications
NSW Ambulance
Cert IV - Personal Training
Cert III - Fitness
Similar Profiles
Kasey StorerKasey Storer
Station Officer at NSW AmbulanceStation Officer at NSW Ambulance
Tammy TerrazzinoTammy Terrazzino
Emergency Communications Officer at NSW AmbulanceEmergency Communications Officer at NSW Ambulance
Jennifer MaitlandJennifer Maitland
Paramedic at NSW AmbulanceParamedic at NSW Ambulance