SHERRI ANNE PERCIVAL
Gelorup,WA
Summary
Organised, approachable, with excellent communication skills and a track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes for benefit of staff, leadership and the Business. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Proven ability to build and maintain effective relationships with internal and external stakeholders.
Overview
15
15
years of professional experience
Work History
Senior Workforce Analyst
Services Australia
Bunbury, W
05.2024 - Current
- Reporting to Executive level, including Directors, National and General Managers.
- Provide written reports on impacts that affect service delivery outcomes
- Overview of all telephony and processing work types across the Agency - responsible for leading a team to ensure sufficient coverage for both work types.
- Strategic understanding of the priorities of the business and ensuring that these priorities are communicated and delivered upon.
- Effective planning and execution of tasks to ensure that call service levels are met.
- Team leader and technical advisor to 15 team members.
- Initiate, co-ordinate and facilitate virtual meetings for stakeholders, executives and team members
Workforce Real Time Analyst
Services Australia
Bunbury, WA
12.2023 - Current
- Lead daily meetings with directors, department heads and all relevant stakeholders to discuss staff scheduling needs and provide recommendations.
- Create reports outlining key findings from workforce analytics projects and presenting recommendations for action.
- Monitor real-time labor performance metrics and identified areas for improvement.
- Provide data-driven recommendations to management regarding staffing strategies and operational efficiencies.
- Create detailed forecasts of future labor needs based on historical trends in staffing and work types.
- Generate ad hoc reports upon request from senior leadership team members.
- Use various tools and reports including real time monitoring of staff and service levels, spreadsheets, data trend reports, Service level forecasting Simulation tools and SAP
Team Leader - APS5 and APS6
Services Australia
01.2012 - Current
- Reporting to Executive Level 1 and 2 and Senior Executive
- Team leader to a cohort of up to 36 staff
- Translate executive policy and decisions to staff, ensuring actions are followed while supporting the team to deliver desired outcomes
- Through written reporting, face to face and virtual meetings, escalate organisational risk issues to executive that may impact staff and customer outcomes and work with key stakeholders to propose solutions
- Manage daily operations through team management of staff performance, attendance and wellbeing
- Provide hands on support to staff and customers during times of high conflict, aggression or threat to self or others, including engaging Police and other agencies to provide welfare checks and intervention to ensure safety of the customer and staff
- Support staff through changes in the workplace, building engagement within the team and office environment
- Propose and facilitate innovation initiatives and contribute to business improvement strategies and change in workplace practices
- Leading human services team responses to local and national disaster situations such as fire and flood emergency relief through preparing, training and supporting staff to deal with national customer calls
- Manage and maintain team and workplace values and outcomes through: Initiating awards and honours programs to recognise and value staff customer and workplace contributions
- Provide coaching sessions and daily interaction meetings with team members
- Manage performance through root cause analysis
- Collaborate with organisational leadership to plan and develop team short term and strategic objectives for long term initiatives by maintaining team cohesion; setting work area priorities that strive for quality innovative improvements while adapting to change.
Lead Trainer/Facilitator
Services Australia/Dept of Human Services
01.2009 - 01.2020
- With a Cert II Accredited Trainer qualification and extensive experience as a Trainer, I was the lead trainer for the site – delivering training for up to 40 staff with training sessions spanning from one day up to 6 weeks
- Conduct individual and group training sessions
- Coordinate and implement training plans tailored to individual staff learning needs
- Develop training plans, organize trainers, schedule staff and required resources such as venue booking and IT equipment.
Site Lead For Federal Elections and Referendums
Services Australia/Dept of Human Services
- Organisation and scheduling training for up to 111 staff
- Daily management of these staff – including seating plans, in the moment coaching, quality control - through observations and call listening
- Scheduling and assessing suitable staff for this service that would operate 12 hours per day, 7 days per week
- Ensuring adequate staff and technical support for this period
- Implementing and coordinating scheduling of daily stand-up meetings and weekly sessions to review staff understanding of their training and provide key information
- Site communication through meetings, emails and training task cards – all in line with AEC policies and legislation due to this politically sensitive work
- 2iC (AEC 2nd in charge) for 2021 election – where I was responsible for AEC Electoral Officer duties
- This included the overall responsibility, security and confidentiality of votes taken by phone at a national level.
Service Support Officer/Service Officer and Technical Peer Support– APS4
Services Australia/Dept of Human Services
- Investigate performance trends and analyse data to better understand where support can be provided to improve performance
- Write highly detailed reports and process documentation to support Team leaders to identify staff learning needs and appropriate support required
- Participate in quality assurance activities and check adherence with relevant legislation
- Exercise appropriate delegations in accordance with legislation and guidelines
- Assess customer needs, requirements, entitlements and obligations
- Resolve customer complaints, and escalate complex complaints and/or systemic issues.
Customer Service Officer and Senior Service Officer
Westpac Banking Corporation
- Financial management of accounts invoices, credit card purchasing and statement reconciliation
- Reconciling and balancing transactions for clients
- Customer Service role – assisting customers with all banking needs including new products, transactional assistance, updating of information within Banking Legislation and Policy guidelines
- Sales – recognising opportunities and providing information for new products and services and assisting clients with these changes
- Providing Financial Advice within the policy constraints of my role.
Education
Certificate IV - Cert IV in Government Service Delivery
Hunter Institute TAFE NSW
New South Wales10-2015
High School Diploma -
Katanning Senior High School
Western Australia11-1990
Skills
- Leadership experience 10 years
- Staff engagement
- Project planning
- Stakeholder engagement up to General Manager level
- Versatile and adaptive
- Incident Management
- Analytical with problem solving expertise
- Time management skills
- Professional Manner
- Working to deadlines with competing priorities
- Relationship building
- Effective communication
- Intercultural experience
Key Skills And Experience
Intercultural experience having lived in Papua New Guinea for six years
Experienced in travel requirements from international, interstate and Western Australia road travel, including booking flights, road travel, accommodation for multiple groups.
References
- Mrs. Raelene Devine, Service Manager – EL2, Services Australia Bunbury, 0424149332 or 0460020489, raelene.devine@servicesaustralia.gov.au
- Mrs. Kiera Marshall, Team Leader, Services Australia Bunbury, 0409112589, ksmarsh@bigpond.com
Timeline
Senior Workforce Analyst
Services Australia
05.2024 - Current
Workforce Real Time Analyst
Services Australia
12.2023 - Current
Team Leader - APS5 and APS6
Services Australia
01.2012 - Current
Lead Trainer/Facilitator
Services Australia/Dept of Human Services
01.2009 - 01.2020
Site Lead For Federal Elections and Referendums
Services Australia/Dept of Human Services
Service Support Officer/Service Officer and Technical Peer Support– APS4
Services Australia/Dept of Human Services
Customer Service Officer and Senior Service Officer
Westpac Banking Corporation
Certificate IV - Cert IV in Government Service Delivery
Hunter Institute TAFE NSW
High School Diploma -
Katanning Senior High School
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