Tracy Darroch
Wellington Point,QLD
Summary
Dynamic ICT & CC Manager at STAR Community Services Ltd, adept at enhancing IT systems and driving compliance with AC quality standards. Proven expertise in staff management and budget monitoring, leading to improved operational efficiency and exceptional customer service. Committed to continuous improvement and effective team leadership.
Overview
34
34
years of professional experience
1
1
Certification
Work History
ICT & CC Manager
STAR Community Services Ltd
Cleveland, Queensland
12.2017 - Current
- Currently leading a team of 7 employees, backed by a pool of Volunteers, to ensure high productivity and excellent customer service within the Intake, IT and Contact Centre business areas.
- Streamline and manage organisational IT systems to enhance data quality, strengthen system security and refine processes for workers.
- Monitor IT budget and resources to maximise spend and ensure cost effectiveness for various initiatives and projects.
- Work with Senior Managers to create and implement processes as required to ensure the organisation remains compliant with current and changing AC quality standards.
- Facilitate communication between management and staff to ensure operational efficiency.
- Assist with the development and implementation of strategic plans to achieve company objectives.
- Deliver training for existing and new staff on all organsational software systems.
Maintenance Manager
Mangrove Housing Association
Wynnum, Queensland
05.2016 - 12.2017
- Worked in a senior leadership pilot role to implement and manage all cyclical and routine maintenance works focusing on compliance and Quality Control.
Technical Services Analyst
Mangrove Housing Association
Wynnum, Queensland
05.2014 - 05.2016
- As part of the Senior Leadership Team with a focus on Software Training and data integrity. Working on software enhancements for best fit of organisational Policy and Procedure requirements in line with changing compliance standards.
Customer Services Executive
SDM Housing Software Australia
Sydney, NSW
05.2012 - 05.2015
- Working within a small team to carry out Project Implementations and User Training for new organisations transitioning to software provider, specialising in Repairs and Maintenance.
- As a key base member of a growing team I focused on quality control and version testing, Client liaison and problem troubleshooting to ensure fast and effective client problem resolution.
Senior Maintenance Officer
Ardenglen Housing Association
Glasgow, Scotland
12.1991 - 04.2012
- Working my way through a variety of roles within the organisation, building skills and knowledge to bolster a wide range of experience including Contract and Contractor Management, Business Development, Continuous Improvement and Staff Management.
Education
NVQ - Building, Architecture & Surveying
Glasgow Metropolitan College
Glasgow, Scotland11-2005
Higher National Diploma - Computing
Anniesland College
Glasgow, Scotland08-1991
High School Diploma -
Crookston Castle Secondary School
Glasgow, Scotland05-1988
Skills
- Staff Management & Mentorship
- Team leadership
- IT systems management
- Budget monitoring
- Process implementation
- Software training
- Customer relationship management
- Continuous improvement
- Contract & Contractor Management
- Staff management
Certification
- First Aid & CPR Registered
- Mental Health First Aider
Timeline
ICT & CC Manager
STAR Community Services Ltd
12.2017 - Current
Maintenance Manager
Mangrove Housing Association
05.2016 - 12.2017
Technical Services Analyst
Mangrove Housing Association
05.2014 - 05.2016
Customer Services Executive
SDM Housing Software Australia
05.2012 - 05.2015
Senior Maintenance Officer
Ardenglen Housing Association
12.1991 - 04.2012
NVQ - Building, Architecture & Surveying
Glasgow Metropolitan College
Higher National Diploma - Computing
Anniesland College
High School Diploma -
Crookston Castle Secondary School
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