Organisation: Transport for NSW
Job Title: Administration Officer
Location: Chippendale
Demonstrated high level administration, coordination and support skill
Throughout my career I have delivered high quality services and support functions to a diverse range of internal and external clients. In my current role with Citywide I deliver a diverse range of support services to management and staff, including preparing correspondence, undertaking data entry, preparing reports as required, managing the records (both hard copy and electronic), staffing the reception as required, and responding to a range of queries from both internal staff and external clients.
My duties also include managing the company payroll and providing a range of financial support services, such as coordinating accounts payable and receivable, managing petty cash and overseeing staff monthly expenditure. Another responsibility I have is coordinating all incoming City of Sydney CAMs forms and other incoming requests for park, garden and tree maintenance. The City of Sydney (who contracts Citywide to perform this service) has an online service that allows members of the public to report issues in relation to parks and trees (which generates CAMs forms). It is my role to review this information and allocate it to the relevant department within Citywide.
Prior to this I was employed by the Pacifica International Management Consultancy Company as an Administration Officer. The focus of this role was to deliver a variety of administration support activities, such as compiling weekly reports, organising weekly and monthly management and staff meetings, stock control, managing all policies, procedures, records and documents and providing executive and administrative support to the General Manager and other senior staff. As with my current role I also had accounts management, payable and receivable duties along with the responsibility of managing the payroll and dealing with a number of different awards and terms and conditions of employment. I was solely responsible for implementing a new payroll system for the company, ensuring its efficiency and confirming that its functionality met the needs of the business and its employees.
While employed with Pacifica I also developed exceptional organisational and event management skills through the coordination of several corporate events, private functions and live entertainment. My role also included significant client service duties, such as coordinating room bookings and dealing with a variety of customer and patron enquires via email, phone and face-to-face.
I also have significant experience in delivering quality administration support in the public sector. I provided diverse administration coordination and support at the Barrier Reef Institute of TAFE (BRIT), working across several departments and teaching areas. In this role I planned and organised meetings, prepared agendas and took minutes, undertook a range of records management duties, oversaw and tracked incoming correspondence (coordinating and issuing replies as required), and managed the student database (entering all new enrolment details into the BRIT database, updating current students details and entering attendance records on a daily basis). I also dealt with a variety of queries from teaching staff, students and external stakeholders, providing clear and accurate information in a timely and courteous manner.
At BRIT I always received outstanding results in my performance reviews, with citations for excellence in areas including work volume, accuracy and quality, ability to learn and master new concepts, positive work ethic, and commitment to providing unsurpassed service. In this role, and throughout my professional career, I have found that to provide exceptional support services I have to communicate effectively with both my colleagues and clients, listening carefully to their requirements and always making sure I really understand their needs and expectations at all times.
Proven experience in the use of a document tracking system in an agency of government or similar
I have exceptional IT skills and diverse experience with various complex databases and document tracking systems. At BRIT one of my duties was to manage incoming correspondence. This included, logging receipt of the document and entering its details into the document tracking system, reviewing the content to determine what action was required, distributing to the correct area for action or reply, assigning a due date if required, following up on target completion dates, issuing the reply and closing the items as they were actioned. The correspondence received at BRIT related to a wide range of topics, including requests for information regarding enrolments, courses and assessment items, as well as enquires from external sources.
The CAMs system that I utilise in my current role also acts as a document management system. Complaints are lodged or issues raised (in either hard copy or electronic format) by members of the public with regard to trees, parks or gardens managed by the City of Sydney. My role is to review the issue, determine who to allocate it to, set target action dates, follow-up on deadlines and then note steps undertaken to rectify the issue.
I have also used a range of records management systems in both public and private sector roles that have similar functionality to document tracking systems. In these positions the focus was about ensuring the accuracy of the information entered regarding the particular file, document or record. I also needed to note specific information in relation to storage, security, retention, and disposal with regards to the records and follow-up to ensure this was actioned appropriately.
Ability to analytically review business processes and systems and identify opportunities for business process improvement
I am a creative and innovative employee who can identify opportunities to improve processes and procedures to increase efficiency and enhance service within the workplace. When I commenced as the Administration Officer with Citywide I found that there was no set procedure for many of the financial and administrative processes undertaken. I reviewed all the tasks and responsibilities managed by the position, streamlining and automating many of the activities and processes. I also developed a comprehensive range of detailed, easy to follow guides to document all procedures within the office. This ensured consistency and quality of all office management procedures and increased efficiency across a number of the services we provide.
At Citywide I also established the filing and records management system to ensure that there was a document and information trail with regards to issues raised by the public. In some circumstances the City of Sydney might be held liable for injuries that occur within their parks that are caused by a reported item. If this results in civil action it was extremely important that an audit trail exists in relation to the issue and what activity was undertaken to rectify the fault or problem. I established a system that ensured a clear, auditable record was available with regard to all documentation and actions (that were taken in relation to the issue). The system I implemented also allowed documents and information to be located easily by all staff.
While employed at BRIT I organised a range of functions or events, consulting with a number of external suppliers and vendors. This could incorporate equipment hire, catering, venue hire, entertainment and a range of other event management requirements. When I was given responsibility for this duty I found it could be quite time consuming and confusing to source and organise all of these items for a function. To simplify this I developed a checklist of necessary products and services for each supplier or vendor, which I completed as I accessed their services. I used this information to create a comprehensive database that allowed you to search particular items or requirements. This could then be used by any staff member for future events and it sped up the organisation and coordination process considerably.
Another example of my ability to improve business processes was establishing a regular maintenance system for office equipment. I created a log book which detailed what machines had been serviced and when their next service was due. I also ensured that the service was carried out by the set dates and that it occurred in staggered stages (so that similar equipment was always available to staff). Before I established this system, no regular maintenance was carried out. Staff simply used equipment till it broke down. This often caused disruption and delays in the workplace. My approach minimised breakdowns and interruptions to work.
Demonstrated ability to exercise judgement and critically analyse complex information and work within tight timeframes to meet strict deadlines in a high volume area
I have excellent skills in exercising sound judgement, analysing a range of information and meeting deadlines. In my current role one of my main duties is dealing with the issues and problems raised in CAMs. A single item can include a wide range of documents, information, descriptions and photos. Sometimes it is difficult to ascertain exactly what the issue is, while in other cases it hard to determine the exact location of the item or problem that needs to be actioned. I have to review all the documentation and information to determine the nature of the problem and determine its location (and even if it is actually within a park or garden that is looked after by the City of Sydney). I refer to a range of maps and guides that detail these spaces and try and match up the information contained in the CAMs with these records.
Once I have this information I then need to determine which area of Citywide should deal with the issue. The company provides infrastructure, environmental, open space and generalist services and each of these areas have their own teams and specialist staff who deal only with particular issues. If I allocate the wrong team or specialist to an issue I would be wasting their time and causing delays in the rectification of the item. To ensure this doesn’t occur I need to have exceptional skills in relation to analysing a range of complex information quickly and making sound decisions with regard to work allocation.
In several roles I have also been responsible for managing the payroll system and ensuring the accurate and timely payment of staff. To achieve this I need to review a range of incoming information in relation to hours of work and other variations to standard conditions. I also need to consider the various awards that different employees are paid under to determine their specific entitlements in a number of circumstances. After I have considered all this data I then need to use sound judgement skills to determine the correct amount to pay employees.
When I was employed at Pacifica International I was also required to work with an external auditor from Deloitte to review a range of information relating to payments to employees. The auditor initially contacted me and stated that she had found a discrepancy with regards to hours of work and payments made to employees. I was required to review a vast range of documentation to determine why her calculations differed from the information I had input and checked. Eventually I found that the auditor had been making a systematic error in calculating total hours and I was able to demonstrate this to her and confirm the accuracy of the payroll.
Excellent planning and organisational skills, with the ability to meet deadlines within short time frames and to manage changing priorities
I have exceptional organisational and time management skills and am able to manage multiple priorities in extremely busy work environments. In my current role I manage a broad range of duties including reviewing and allocating all CAMs issues, managing accounts payable and receivable, preparing correspondence, undertaking data entry, preparing reports as required, managing all records, staffing reception, managing the payroll, maintaining the company vehicle fleet, and responding to a wide variety of enquires from both internal and external clients. Many of these duties have to be completed within set time frames or by strict deadlines. I have to prioritise all these tasks, dealing with irregular events (like ad hoc requests from senior management) along with ongoing regular duties.
While employed with Pacifica International I also had a broad, time sensitive set of responsibilities, which included a number of administration support activities, a variety of financial support services, managing the company payroll, significant event management and promotional duties, and providing client service across a number of activities. I implemented a range of new events such as Family Fun Nights and other functions to attract more patrons and increase profits for the business. I also organised and hosted high profile events such as the International Triathlon Fundraiser and the Miss Seaview Model Quest. All of these events and functions involved undertaking a vast number of coordination, marketing and promotional duties and ensuring their completion by a set date. Over the Christmas period I could be running up to three functions every Friday and Saturday night. This required exceptional organisation skills and flexibility, as requirements for functions could change at the last minute and I would need to accommodate these changes if at all possible. I accomplished this by training my staff very well, staggering function times, and allocating time for me to attend all functions regularly to ensure they were running smoothly. I managed all these events while continuing to efficiently deliver my standard office duties.
At BRIT I also had significant responsibilities in relation to managing appointments and scheduling meetings for the Institute’s Director, various departmental Directors, Managers, all senior staff and tutors. I had access to over 30 staff calendars in Outlook and was required to ensure that regular and ad hoc meetings ran smoothly and there were no overlaps in bookings and appointments.
As mentioned previously, I have diverse experience in managing payrolls in several organisations. This requires strong organisational skills to ensure that all data is entered by set deadlines to allow staff to be paid accurately and on time. Similarly, my experience in delivering accounts receivable and payable services has allowed me to enhance my skills in managing a range of priorities and meeting strict deadlines.
Good oral and written communication skills
I have exceptional interpersonal and communication skills. I have demonstrated strong written communication skills in a number of roles, preparing detailed reports for management in relation to both financial and administrative matters. As mentioned previously, in my current position I reviewed all office processes and developed a range of comprehensive, easy to follow guides to document all procedures. I also generate a range of correspondence to external clients on behalf of senior managers and professional staff. As Citywide is a contractor for a number of organisations and companies, I often have to prepare letters on their behalf, ensuring that I use the correct letter head and format for that particular business. At BRIT I also gained experience at developing the staff newsletter, including preparing articles and interesting stories from employees.
I also have strong oral communication skills, which I use to establish cooperative relationships with all stakeholders. In my current role I deal with a range of internal and external clients, providing them with accurate information and advice in a clear and succinct manner. Unless I deliver information clearly, my colleagues are unable to undertake their jobs effectively. For our business to deliver an integrated, effective service, my communication skills need to be of the highest standard at all times.
In previous roles I have also had substantial event management duties. This required exceptional communication capabilities to deal effectively with clients, patrons, suppliers, vendors and patrons. This duty included, providing information clearly, coordinating activities effectively and dealing with any issues that arose in a calm and composed manner. I also am a confident and effective presenter and have strong training and coaching skills. While working at the Seaview Hotel, I performed training sessions with staff to reinforce the values of exceptional client service.
As Promotions Manager I also needed to have the ability to communicate with a wide range of people to gain information and to promote the hotel. For example, I was given the task of developing a strategy to encourage families to dine in the garden bistro. I consulted with various community groups, gathering feedback on what families would like and what evenings would be most suitable. I also worked with the chef to develop a menu that would appeal to families, organised appropriate entertainment, composed and distributed invitations (via social media, email and mailbox drops) and approached various businesses, convincing them to display advertising posters. This initiative contributed to a 20% increase in revenue over a 12 month period.
Many of the positions that I have worked in have required that I establish and maintain productive, collaborative relationships with colleagues, clients and other stakeholders. I have provided service and support within a wide range of industries, many of which have relied on developing cooperative partnerships and relationships with other staff to deliver an integrated, seamless service to clients. I have always used my communication skills to develop strong relationships with my colleagues. I listen to my team members, share information with them, and treat them with respect and courtesy at all times. I embrace different views and perspectives, and value and utilise those differences for the benefit of the team.
Demonstrated high level computer skills including Microsoft Word, Excel and database systems
I have excellent computer skills, with experience in the use of various programs. In relation to Microsoft products, I have used various packages to undertake a range of duties, including
- Word to draft meeting minutes, agendas, and a range of correspondence (including setting up various templates for regular items and undertaking large mail merges), prepare reports, create forms and develop newsletters
- Excel to prepare spreadsheets to undertake a range of calculations, track various financial processes, and to export data into for presentation in reports
- PowerPoint to prepare presentations for various meetings
- Outlook to undertake all email correspondence and schedule meetings and events
- Publisher to develop promotional material and brochures
I also have extensive experience in the use of client, information and financial management databases for a variety of functions. For example at Citywide I utilise the
- CAMs system to review, track, allocate and manage the various issues raised by the public in relation to parks and gardens maintenance
- Global payroll system to manage the pay for all staff
- Great Plains finance module to manage accounts payable and receivable
In other roles I have used various database systems to track correspondence, manage student enrolment and attendance, undertake hotel bookings, manage various records and documents, and organise events. I also have extensive experience with a number of payroll management systems and have been responsible for implementing new systems to meet the needs of the business. I have exceptional IT skills, with the ability to gain a strong understanding of new packages in a short period of time.
