Tamara Kate Paine
Brisbane,Australia
Summary
Dynamic project management professional with a proven track record at Queensland Government, demonstrating exceptional skills in stakeholder communication and operational efficiency. Successfully implemented strategic initiatives that streamlined workflows and enhanced service delivery, overseeing the production of 600 briefing notes annually. Known for leadership in high-volume environments, with expertise in administrative management, workflow coordination, and process improvement. Strong communicator with a keen eye for detail, committed to driving team performance and achieving organizational objectives.
Overview
7
7
years of professional experience
Work History
Executive Support Officer
Queensland Government, Office of Industrial Relations, Business and Corporate Services (BCS)
Brisbane, QLD
10.2023 - Current
- Coordinated and prioritised all incoming and outgoing correspondence, ensuring efficient workflow and adherence to departmental priorities.
- Oversaw and ensured quality of around 600 briefing notes each financial year from various business units.
- Authored and designed a bi-monthly BCS newsletter, fostering better information dissemination.
- Developed and implemented a new SharePoint site for BCS, accommodating around 110 users.
- Produced high-quality briefing notes, correspondence, minutes, agendas, reports, and presentations, maintaining consistency with departmental guidelines.
- Provided confidential, secretarial, and executive support to the Executive Director, directorates, Office of the Deputy Director-General, and inter-departmental agencies.
- Managed the Executive Director's calendar, facilitated travel coordination, and meetings (including governance and committee board meetings), and produced and collated necessary meeting packs.
- Managed comprehensive correspondence to Business and Corporate Services from stakeholders, Directorates, the Office of the Deputy Director-General (ODDG), and external government departments, ensuring timely and accurate responses.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity, including the development of a comprehensive training guide.
- Recruited, interviewed and selected employees to fill vacant roles.
Senior Transport & Assessment Officer
Surrey County Council
Surrey
12.2022 - 10.2023
- Prepared and analysed management information, including financial reports, budget reviews, and project plans, recommending actions and service improvements to enhance service quality and efficiency.
- Developed, reviewed, and maintained business and financial support systems, processes, and procedures to ensure a cost-effective, and continuously improving service.
- Delivered specialist advisory services to customers and stakeholders, maximizing service quality and continuity while resolving high-risk and complex issues independently and collaboratively.
- Managed and trained staff, overseeing performance, and ensuring efficient service delivery, while planning and prioritising work activities to meet operational demands and changing priorities.
- Reduced expenses by procuring and partnering with various transportation providers.
- Liaised with internal departments, customers, partner organizations, agencies, and contractors to support and represent the team, coordinating projects and reviews to enhance service delivery, and manage high-level communications and complaints.
- Managed a multi-million-pound budget to ensure optimal allocation of resources.
- Managed sensitive and high-risk transport issues with confidence, empathy, and swift action.
- Supervised multiple transport routes, facilitating the secure movement of children with high needs.
- Identified areas of risk associated with each application and took appropriate action accordingly.
Senior Bookseller & Key Holder (Part-time)
Waterstones Booksellers LTD
10.2021 - 01.2023
- Delivered exceptional customer service by offering expert book recommendations and personalized assistance with inquiries, significantly enhancing customer satisfaction, and driving sales.
- Managed store operations as a key holder, performing opening and closing duties, handling cash transactions, and ensuring all security protocols were strictly followed to maintain a safe and secure environment.
- Organized and maintained book displays and inventory, ensuring shelves were attractive and well-stocked, which contributed to an inviting store atmosphere and improved customer experience.
- Assisted in planning and executing in-store events and promotions, such as author signings and book launches, to increase foot traffic and boost sales, while fostering a community of book enthusiasts.
- Trained and supervised junior staff, providing guidance and support to ensure adherence to company policies, and maintaining high standards of customer service and operational efficiency.
Transport & Assessment Officer
Surrey County Council
Surrey
06.2022 - 12.2022
- Prepared reports, statistics, and briefings to meet statutory and management information requirements, ensuring accuracy and timeliness.
- Recommended and supported the implementation of systems, processes, and procedural improvements, promoting best practices across the team.
- Delivered a range of administrative and consultancy services, ensuring service quality and continuity, while resolving inquiries and escalating complex issues as needed.
- Provided comprehensive support to senior staff, organising internal and external activities/events, and maintaining confidentiality to ensure efficient service delivery.
- Planned and prioritised work activities, maintained financial and stock records, and conducted research into various projects to support the team's objectives and operational efficiency.
Senior Administrator
Logistical Supplies LTD
10.2021 - 04.2022
- Managed a cloud-based system overseeing the smooth operation of 200+ vending machines, ensuring efficiency and stock capacity.
- Communicated with key stakeholders to boost B2B sales, producing detailed affiliation packs, portfolio overviews, and marketing cost documentation.
- Developed and implemented reporting systems for detailed sales analysis, improving operational efficiency and machine performance.
- Assisted executive leaders in decision-making by creating daily reports, advising on corrective actions, and implementing process improvements to enhance revenue.
- Proposed, acquired, and launched innovative vending concepts, significantly increasing revenue and business growth.
Void Coordinator
Waverley Borough Council
04.2021 - 10.2021
- Developed and implemented an extensive operational plan, successfully actioning 90% of the initiatives within six months to improve housing management processes, and enhance service delivery.
- Established a 'voids inbox' to streamline communication between internal and external teams, significantly improving response times, coordination, and overall efficiency.
- Acted as the lead liaison for procuring new energy suppliers, negotiating contracts, and ensuring cost-effective and sustainable solutions for housing properties, while overseeing all communication regarding void properties.
- Managed the processing, invoicing, and filing of all work orders, maintaining accurate records, updating systems and spreadsheets, and ensuring compliance with void standards by conducting necessary investigations.
- Provided comprehensive support to new tenants by delivering all required documentation, consulting daily with housing teams and contractor voids teams, and actively participating in community engagement initiatives, such as the LGBTQ+ support network.
Housing Customer Services Officer
Waverley Borough Council
03.2020 - 04.2021
- Managed six housing contracts, coordinating and booking all associated works, ensuring efficient service delivery, and maintenance of housing standards.
- Nominated for a STAR award and received commendations from various teams, councils, and the Chief Executive for exceeding key performance indicators (KPIs), and demonstrating exceptional service.
- Played a pivotal role during the Covid-19 pandemic by utilizing available resources to assist community members, arranging food parcels, essentials, and prescriptions, thereby ensuring their well-being and safety.
- Completed comprehensive training programs in awareness, equality, and diversity, and housing operations, enhancing my knowledge and skills to better serve the community.
- Consistently provided high-quality customer service, addressing inquiries and resolving issues promptly, while maintaining a strong focus on equity, diversity, and inclusivity in all interactions.
Planner / Works Programmer
MPS/ Mears - Contractor to Waverley Borough Council
01.2019 - 03.2020
- Attended a national MPS meeting with the Regional Manager to contribute ideas for improvement and discuss operational issues, reflecting a high level of engagement and proactive problem-solving.
- Oversaw all communication from subcontractors, operatives, tenants, and the client, ensuring clear, efficient, and effective information flow, and coordination across all parties.
- Delivered detailed daily reports to superiors and the client, maintaining transparency, and providing actionable insights to enhance operational performance.
- Ensured the accuracy of the cloud-based system, managing the booking and scheduling of outstanding work, including the allocation of materials and time required, to maintain operational efficiency.
- Managed payroll for all operatives, handled complaints from tenants with empathy and efficiency, and oversaw the demobilization and mobilization of the MPS contract, ensuring a smooth transition in partnership with Waverley Borough Council.
Customer Care Advisor
AXA Partners
10.2018 - 01.2019
- Provided exceptional customer service by addressing inquiries, resolving issues, and offering support to customers, ensuring a high level of satisfaction and retention.
- Managed a high volume of customer interactions through various channels, including phone, email, and chat, maintaining professionalism and efficiency in all communications.
- Accurately documented customer interactions and maintained detailed records, ensuring all information was up-to-date and accessible for future reference.
- Collaborated with internal teams to escalate and resolve complex issues, ensuring timely and effective solutions for customers.
- Participated in training sessions to stay updated on company policies, products, and services, enhancing my ability to assist customers and provide accurate information.
Operations Executive
SES Home Services
04.2018 - 10.2018
- Managed day-to-day operations, coordinating with various departments to ensure smooth workflow and efficient service delivery, contributing to overall operational excellence.
- Developed and maintained operational reports, providing insights and actionable data to senior management for informed decision-making and strategic planning.
- Oversaw the scheduling and dispatch of field service technicians, ensuring a timely response to service requests and optimal resource allocation.
- Implemented process improvements to enhance operational efficiency, reduce costs, and improve customer satisfaction, consistently meeting and exceeding performance targets.
- Provided comprehensive support to the operations team, including handling customer inquiries, resolving issues, and maintaining accurate records, ensuring high standards of service quality.
Education
A Levels - English Literature, Psychology, Business Studies, Media
01.2016
GCSE - A* / 5 A's/ 5 B's
Notre Dame Senior School
01.2014
Skills
- Project Management
- Effective Stakeholder Communication
- Workflow Optimization Expertise
- Financial Data Analysis
- Collaborative Leadership
- Service Excellence
- Report Development
- Data Analysis
- Problem Solving
- Operational Efficiency
- Training and Development
- Conflict Resolution
- Time Management
- Strategic Planning
- Administrative Support
- Correspondence Management
- Policy Implementation
- Vendor Management
- Budgeting
- Risk Management
- Quality Assurance
- Technical Support
- Event Coordination
- Compliance Monitoring
Personal Information
Title: Executive Support Officer
Accomplishments
- Nominated for the CAART (Collaboration, Appreciation, Awareness, Respect and Trust) Award
Timeline
Executive Support Officer
Queensland Government, Office of Industrial Relations, Business and Corporate Services (BCS)
10.2023 - Current
Senior Transport & Assessment Officer
Surrey County Council
12.2022 - 10.2023
Transport & Assessment Officer
Surrey County Council
06.2022 - 12.2022
Senior Bookseller & Key Holder (Part-time)
Waterstones Booksellers LTD
10.2021 - 01.2023
Senior Administrator
Logistical Supplies LTD
10.2021 - 04.2022
Void Coordinator
Waverley Borough Council
04.2021 - 10.2021
Housing Customer Services Officer
Waverley Borough Council
03.2020 - 04.2021
Planner / Works Programmer
MPS/ Mears - Contractor to Waverley Borough Council
01.2019 - 03.2020
Customer Care Advisor
AXA Partners
10.2018 - 01.2019
Operations Executive
SES Home Services
04.2018 - 10.2018
A Levels - English Literature, Psychology, Business Studies, Media
GCSE - A* / 5 A's/ 5 B's
Notre Dame Senior School