Summary
Overview
Work History
Education
Additional Information
Timeline
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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

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