Terri Hartmann
Ferntree Gully,Victoria
Summary
Exceptional interpersonal and communication skills with the ability to relate to people on all levels
Highly proficient in the knowledge of policies & procedures
Demonstrated experience in applying professional judgment in dealing with a number of various stakeholders
Highly developed problem solving abilities using conceptual and analytical skills both over the phone and in one on one situations
Ability to:
Contribute to the improvement of procedures and work practices
Effectively communicate quality written correspondence
Initiative to go above and beyond to solve complex customer related issues
Work both autonomously and within a team environment
Utilise time management skills and prioritise workloads within a time critical environment
Apply technical skills in a variety of traffic management related operations.
Personal Attributes
Honest
Trustworthy
Good work ethics
Loyal
Hardworking
Conscientious
Team Player
Leadership skills
Attention to detail
Overview
13
13
years of professional experience
Work History
Customer Response Officer
Traffic Operations Centre
10.2013 - 01.2022
- Telephone customer service, receiving reports from members of public involved in incidents on the road network, reports of road hazards, traffic signal faults and a range of other customer enquiries
- Liaising with emergency services and other internal and external stake holders involved in reporting Incidents and issues on the road network
- Use of a range of Vicroads data bases and systems to log reports and enquiries and make referrals where necessary
- Use of Traffic Management systems such as CCTV cameras and SCATS to monitor and detect Incidents and other traffic issues on the road network
- Ability to use professional judgment to respond to reports made by the public and other internal and external stake holders to determine appropriate course of action
- Use of effective communication to deal with motorists and members of public in distress in a range of challenging situations
- Prioritising a range of activities in a high pressure demanding environment in a timely manner
Secondment Customer Response Assistant
Metropolitan South East
03.2017 - 06.2017
- Dealing with a range of customer enquiries
- Proficient organizational knowledge to appropriately allocate a range of different customer enquiries to the correct departments
- Making professional judgements to prioritise tasks and assess the impact on the road network
- Assessing enquiries to determine priority of Emergency road hazard call outs to maintenance Contractors/Providers
- Administration duties
- Proficient knowledge on maintenance issues/road hazards and making correct risk assessments and prioritising accordingly
Secondment Permits and Events Officer
Department of
11.2016 - 01.2017
- VicRoads) - Permits and Events Team, Assessment of road works applications
- Assessment of traffic management plans
- Application of technical skills to undertake traffic volume analysis
- Making judgements whether traffic signal trims are required
- Liaising and negotiating with a number of key stakeholders, including attending meetings with regards to impact for a number of major projects
- Making professional judgements in relation to assessing impact on the road network, including determining the most appropriate times to undertake road works and ensuring works do not conflict with other road works or events within the area
- Knowledge of relevant regulations and procedures, including requirements for Memorandums of Authorisation, consent for works within the road reserve, as well as utility providers
- Responsible for assessing the impact of major road projects to the metropolitan road network
Incident Response Officer
Department of Transport
08.2010 - 10.2013
- Patrolling arterial roads and freeways within Melbourne’s road network
- Responding to incidents such as motor vehicle collisions, vehicle breakdowns and other various traffic obstructions and hazards
- Responsible for providing professional advice to internal and external stakeholders
- Implementing traffic management, including making decisions on lane closures or road closures necessary
- Identifying appropriate use of equipment, resources and actions to safely manage an incident scene in accordance with OH&S and VicRoads policies and procedures
- Liaising with stakeholders including emergency service personnel, members of public, tow truck drivers, RACV and other various organisations
- Communications to and from Traffic Management Centre including 2 way radio communications
- Administer first aid to members of public involved in incidents and managing high risk & high priority situations
- Experienced in patrol routes and extensive knowledge of the metropolitan road network
- Responsible for timely submission of status reports to management and traffic management operators, ensuring effective communication across business units
- Highly developed communication and interpersonal skills, with the ability to positively influence distressed motorists at an incident scene
- Practice professional judgment and demonstrated strong coordination skills to ensure safety for all road users
- Taking part in team meetings, with effective and positive contributions in relevant team discussions
- Achievements:
- Positive feedback in writing from customers to management as well as positive feedback from various stakeholders at an incident scene
- Recognised as an effective and key member of the team and given higher duties as acting Incident Response Coordinator
- Recognised as a loyal & honest member of the team and taken on secondment duties outside scope of current role
- Demonstrated leadership as a member of the VicRoads Incident Response team
Incident Response Coordinator
Traffic Operations Centre
01.2011 - 01.2013
- Took on higher duties and performed effectively in a high pressure environment
- Responsible for organizing the removal of hazard tows
- Two way radio communications and coordinating site requirements and resources for Incident Response Officers
- This included liaison and communication both onsite and within the Traffic Management Centre to ensure efficient operations
- Dispatching incident response team to incident location and prioritising resource management
- Documentation and record keeping of all communications regarding incidents
- Ensuring current onsite information utilizing a variety of tools and systems including traffic cameras and computer systems
- Make professional judgments in coordinating site requirements and resources according to incident priority, to determine appropriate action is taken
- Responsible for communication and effective liaison with external and internal stakeholders.
Volunteer Service
Country Fire Authority Volunteer
10.2008 - 01.2014
Firefighter
St John Ambulance
01.2010 - 01.2011
- Responding to emergency pager calls
- Firefighting operations
- Station maintenance
- Attending community events
- Managing Traffic with regards to incidents
- Radio communications
Aid Volunteer
St John Ambulance
- Participating in weekly training meetings
- Study and practice of first aid theory and scenarios
- Attending Community events
Education
Certificate 3 in Non Emergency Patient Transport Emergency and Low Risk Driving Advanced First Aid -
Monash University, Country Fire Authority
2009
Awareness
2010
2013
Additional Information
- Licenses:, Current Victorian Driver License
Timeline
Secondment Customer Response Assistant
Metropolitan South East
03.2017 - 06.2017
Secondment Permits and Events Officer
Department of
11.2016 - 01.2017
Customer Response Officer
Traffic Operations Centre
10.2013 - 01.2022
Incident Response Coordinator
Traffic Operations Centre
01.2011 - 01.2013
Incident Response Officer
Department of Transport
08.2010 - 10.2013
Firefighter
St John Ambulance
01.2010 - 01.2011
Volunteer Service
Country Fire Authority Volunteer
10.2008 - 01.2014
Aid Volunteer
St John Ambulance
Certificate 3 in Non Emergency Patient Transport Emergency and Low Risk Driving Advanced First Aid -
Monash University, Country Fire Authority
Awareness