Tina Doolan
DROUIN,VIC
Summary
Results-driven professional with over five years in permit coordination and project management. Known for exceptional communication and organizational skills, successfully streamlining processes to reduce delays and improve client satisfaction.
Overview
20
20
years of professional experience
Work History
Permit Coordinator
Metricon Homes Head Office
Mount Waverley, VIC
12.2019 - 09.2025
- Coordinated submission of permit applications, ensuring compliance with local regulations and guidelines.
- Communicated effectively with stakeholders to gather necessary documentation for project approvals.
- Streamlined permit tracking process, enhancing visibility and reducing processing delays.
- Reviewed plans and specifications for accuracy, facilitating timely permit issuance.
- Led initiatives to improve workflow efficiency within the permitting department, resulting in faster turnaround times.
- Developed training materials for staff on software systems used in permit processing and tracking.
- Managed permit application submissions, resulting in faster approval times for clients.
- Resolved permitting issues promptly, minimizing delays for construction projects.
- Expedited permit approvals by effectively communicating project details to relevant authorities.
- Organized and maintained permit files and records, ensuring easy access to relevant information when needed.
- Streamlined permit processes by coordinating with multiple departments and agencies.
- Coordinated training sessions for new Permit Coordinators and customer permits teams ensure consistent understanding of policies and procedures across the team.
- Monitored progress of ongoing projects closely, addressing any unexpected changes or hiccups proactively.
- Liaised with various internal departments such as engineering, planning, and legal teams – contributing towards seamless cross-functional collaboration.
- Provided exceptional customer service throughout the permitting process, fostering client satisfaction and repeat business.
- Ensured compliance with regulations through careful review of project plans and documentation.
- Kept clients informed on permit status updates throughout the entire process, providing transparency and peace of mind.
- Evaluated current processes regularly for optimization opportunities that improved overall efficiency.
- Advised clients on required documents and necessary steps in obtaining permits to streamline their experience.
- Enhanced workflow efficiency by implementing a digital permit management system.
- Developed strong relationships with key stakeholders, leading to smoother coordination efforts.
- Collaborated with other team members to develop strategies for overcoming permitting obstacles.
- Supported continuous improvement initiatives within the department by sharing best practices and lessons learned from past experiences.
- Maintained up-to-date knowledge of regulatory changes, ensuring accurate guidance for clients.
- Performed routine data entry or document management.
- Assist the Permits team leader with councils submissions of colour schedules. Ordering of civil, town planning submissions and amendments as required.
New Project Coordinator DHHS
Metricon Homes Head Office
Mount Waverley, VIC
08.2018 - 11.2019
- Coordinated project timelines and schedules to ensure on-time delivery of construction milestones.
- Managed vendor relationships to secure services while maintaining quality and cost-effectiveness.
- Streamlined reporting processes, enhancing visibility of project status for senior management review.
- Analyzed project performance data, identifying areas for improvement in workflow efficiency and resource allocation.
- Implemented risk management strategies to mitigate potential delays and ensure project continuity.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Created job files for each project and maintained current data in each file.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Maintained database and spreadsheets with accurate inventory and status.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Maintained accurate documentation of all projects, facilitating efficient audits and future reference.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Elevated overall quality of completed projects by consistently monitoring progress and addressing issues proactively.
- Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
- Established rapport and engaged with stakeholders to build lasting professional relationships.
- Ensured prompt resolution of any conflicts or obstacles encountered during the course of a project''s execution phase, helping maintain smooth workflow across departments involved in its completion process.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
- Kept corporate and client information confidential, adhering to data safety measures.
- Negotiated contracts with vendors and suppliers, securing favourable terms for cost-effective procurement of resources needed for each project''s success.
- Collaborated with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
- Photocopied, distributed and emailed documents to project managers.
- Fostered culture of continuous improvement by organizing regular review meetings, leading to identification and implementation of key process optimizations.
- Implemented digital project tracking system, simplifying progress monitoring and improving project delivery timeframes.
- Coordinated cross-departmental meetings to streamline project communication, enhancing team collaboration and efficiency.
- Maintained open communication by presenting regular updates on project status to customers.
- Developed and maintained project documentation for compliance with industry standards and regulations.
- Led weekly progress meetings, facilitating communication among stakeholders to address project challenges.
Customer Care Representative Dual Occ Solutions
Metricon Homes Head Office
Mount Waverley, VIC
08.2013 - 09.2018
- Resolved customer inquiries efficiently, enhancing satisfaction and retention.
- Processed service requests using CRM software, ensuring timely responses.
- Collaborated with cross-functional teams to improve communication and service delivery.
- Trained new representatives on best practices and operational procedures.
- Developed training materials to enhance team knowledge and performance standards.
- Led initiatives to streamline processes, reducing response times significantly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Studio Selections Coordinator
Metricon Homes Head Office
Mount Waverley, VIC
03.2010 - 08.2013
- Coordinate guided group tours of the internal selection studio. Provided resources, references and samples to enhance and improve efficiency at the selection appointments and to manage customer satisfaction and expectations.
- Assisted with colour selections and queries where able.
- Entered data, generated reports, and produced tracking documents.
- Developed and maintained relationships with contractors and vendors to ensure timely delivery and continued stock of brochures and samples.
- Developed training materials and conducted sessions for staff onboarding and process updates.
- Implemented process improvements that streamlined communication across departments.
- Managed documentation and reporting to support internal compliance and quality assurance initiatives.
- Efficient handover of potential leads and queries to the relevant departments for analysis and future action.
Office Manager Dual Occupancy
Metricon Homes Head Office
Mount Waverley, VIC
01.2010 - 08.2013
- Streamlined office operations, enhancing workflow efficiency and productivity.
- Developed and implemented administrative policies and procedures to improve organizational effectiveness.
- Managed scheduling of jobs with internal and external departments, ensuring optimal resource allocation for team projects.
- Coordinated communication between departments, fostering collaboration and information sharing.
- Trained and mentored new staff, promoting professional development and skill enhancement.
- Led initiatives to optimize office procedures, resulting in time savings and reduced costs.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
Contract Administrator
Metricon Homes Head Office
Mount Waverley, VIC
03.2007 - 01.2009
- Managed vendor relationships to optimize procurement processes and service delivery.
- Reviewed and approved contract documents, ensuring accuracy and completeness for all agreements.
- Developed and implemented process improvements to enhance contract administration efficiency.
- Trained junior staff on best practices in contract management, fostering professional development within the team.
- Streamlined documentation workflows using advanced software tools, improving turnaround time for contract approvals.
- Monitored incoming Signed contracts for correct pricing and information.
- Ensured timely execution of contracts by closely monitoring deadlines and coordinating efforts with internal teams.
- Stored and filed contract documents in orderly, organized systems.
- Drafted, reviewed and revised contracts for accuracy and completeness.
- Managed high-value contracts with a keen eye for detail, identifying discrepancies and inaccuracies before finalization.
- Actively participated in continuous improvement initiatives aimed at enhancing the effectiveness of contract administration processes.
- Addressed contract disputes and provided advice and guidance to resolve issues.
- Facilitated communication between involved parties to enable timely contract sign-off.
- Collaborated with legal team to mitigate risks, ensuring all contracts were legally sound and enforceable.
- Drafted clear, concise, and legally compliant contracts tailored to specific business needs and objectives.
- Developed training materials to unify contract management processes and procedures.
- Maintained strict confidentiality of sensitive information while handling sensitive client contracts.
- Enhanced client relationships by providing the customer service team exceptional support during the contract negotiation process.
Sales Associate
Metricon Homes
Mount Waverley, VIC
10.2005 - 05.2007
- Assisted customers in selecting home designs, Land and providing knowledge of internal building processes and requirements, enhancing overall satisfaction and experience.
- Analyzed customer feedback to improve sales processes and enhance service delivery efficiency.
- Mentored junior associates on effective sales tactics, promoting a culture of continuous improvement.
- Organized homes and office to maintain visual appeal, engage customers, and promote specific promotions.
- Collaborated with team to execute sales strategies, contributing to increased revenue generation.
- Monitored and updated knowledge of product offerings to provide clients with reliable and accurate information.
- Conducted market research to identify trends, informing strategic decisions on product development.
- Ensured homes displays were clean and styled.
Education
Certificate IV Design And Decoration - Interior Design
Homesglen Tafe
Chadstone, VIC08-2011
Skills
- Microsoft office
- Teamwork and collaboration
- Continuous improvement
- Problem-solving aptitude
- Customer service
- Time management
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Ability to work in a team and autonomously
- Adaptability and flexibility
- Relationship building
- Office administration
- Professional ethics
Timeline
Permit Coordinator
Metricon Homes Head Office
12.2019 - 09.2025
New Project Coordinator DHHS
Metricon Homes Head Office
08.2018 - 11.2019
Customer Care Representative Dual Occ Solutions
Metricon Homes Head Office
08.2013 - 09.2018
Studio Selections Coordinator
Metricon Homes Head Office
03.2010 - 08.2013
Office Manager Dual Occupancy
Metricon Homes Head Office
01.2010 - 08.2013
Contract Administrator
Metricon Homes Head Office
03.2007 - 01.2009
Sales Associate
Metricon Homes
10.2005 - 05.2007
Certificate IV Design And Decoration - Interior Design
Homesglen Tafe
Metricon State Customer Service Excellence Award
This Award recognised Customer Service Coordinators company wide, by their customers recommendations as constantly striving to exceed customer expectations .
Customer Service coordinator were to evidence how they measured customer satisfaction, how effectively complaints were dealt with, and how customer service improved during their time in the role.
Enthusiastic Customer Service Representative had to show strong communication and problem-solving skills. Experienced in handling inquiries, resolving complaints, and using CRM tools. Adept at multitasking in fast-paced emotional environments. Seeking to contribute excellent service skills in a specialised area.
Customer experience was assessed using the six pillars of customer experience: Personalization, Integrity, Expectations, Resolution, Time and Effort, and Empathy.