Heatha Plummer

Experience

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  Fair Trading - Home Building Licensing NSW

  Jan 2011 - Feb 2017

  HBL Licence Assessor

  Assessing applicants to determine if they meet the legislative requirements to be issued an authority under the Home Building Act and regulations. Communicating with stakeholders and clients to advise of legislate responsibilities. Responding to ministerial enquires relating to the Home Building Legislation.* I solely developed and facilitated a training presentation for all assessment staff, resulting in staff having a clear concept of the requirements, a reduction in errors and an increase in productivity.* I identified and escalated errors in procedural documents, resulting in the procedures being updated, and staff having access to correct processing instructions.* I carried out workplace safety evaluations identifying issues to senior management, resulting in an upgrade of first aid equipment and training.* I initiated a community art project supporting people with mental health within the business unit with the support of the minister, raising awareness of mental health issues while improving the quality of the workplace at no expense to the department. Show less

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  Department of Finance, Services & Innovation (DFSI)

  Jan 2012 - Nov 2012

  Customer service officer Information Communication

  This role primarily was to process ad hoc enquiries relating to Home Building and Owner Building matters. Requiring the collection and analysing of information to provide detailed reports with accurate clear notations resulting in a transparent trail of how assessment determinations have been reached.In addition to responding to consumer and ministerial enquiries and complaints via phone and in writing, I raised community awareness of customers rights and responsibilities under the relevant laws. Ensure all enquiries, complaints and issues are accurately captured and authorised policies and procedures are adopted for triage, resolutions, referral or escalation.While in this role I worked autonomously to gather relevant background information and prepare memos and correspondence for complex ministerial matters. Which included conducting interviews with third parties for purposes of cross-referencing information and determining its veracity.Also participating in organisation Expo’s and in community events to educate customers on legislation, procedures, their rights and responsibilities. Show less

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  NBNco

  Mar 2017 - Jun 2022

  Responsible for leading a project management team, while also developing workflow tools. This required that I work with stakeholders to identify input/output requirements to build the management tools/applications. As well as reviewing data to identify scope changes required, which were updated into Jira.While working within an agile process I used scrum/sprints in Jira to manage on time progress to develop & test a new Appian environment. I maintained regular stakeholder involvement by presenting weekly stand-up (scrum) meetings. In addition to developing the management tools required for the team to manage the workflow I alsoprovided support and guidance including training, reviewing of document processes to ensure the ongoing handover of any previous projects was managed efficiently.* Create and implement work orders based on inputs from the key stakeholders.* Monitor work order progress & drive on time performance.* Developed advanced skill levels in Confluence and Appian. * Completed a robotic automation course. * Initiated and drove team mindset changes to focus on customer experience.* Worked collaboratively across teams to identify pain points and solutions.* I was also the Senior Lead on multiple processes, with changing priorities, including managing escalated complaints.During an extended restructure period I assisted HFC Performance and Routine Maintenance teams to manage overflow work which included being the primary customer point of contact, to manage concerns as well as set appointments to investigate possible faulty NTD's or inhouse wiring issues. The work also gave me the opportunity to assist the team by streamlining and documenting the processes. Driving opportunity for the team to improve their record management at no cost, by highlighting benefits to the managers of a management tool I helped to develop including training for the existing staff. Show less I was responsible for running a project management team, planning, coordination on time performance reporting of upgrades, remediation and rehabilitation activities to the HFC network. This enabled me to develop an Order Management Capability Develop standard work plans for expected works.* Create and implement work orders based on inputs from the key stakeholders.* Monitor work order progress and drive on time performance.* Provide ongoing training, development and support for the Order Management Team.* Present daily stand-up meetings to project stakeholders.* Running various daily and weekly reports.* Testing and approving data systems to meet program requirements. (Testing Appian functionality)* Providing support to the Capacity Order Management Team at a secondary site.* On-boarding for new staff.* Development Plan aligned to the Leadership Competency Framework in place for the team.* Write WI and processes to meet governance requirements.* Identify and document risks and roadblocks.I frequently track and review team and individual performance through ongoing conversations providing timely and specific feedback which enabled me to address poor performance in a timely and effective manner. I conduct regular coaching conversations for each direct report which encourage team confidence and development.Providing a supportive work environment where the team members assisted each other to meet common goals, in an environment with conflicting priorities and changing processes it also enabled me to work with the team to development opportunities/experiences which meant the team was able to expand on their skills and knowledge resulting in the team taking on extra work. While managing a team relocation relating to an organisation restructure, I was able to keep the team focused while documenting work change processes, including the training in preparation for program handover. Show less

  • Senior Order Management Specialist for Operations Fixed Line

    Dec 2018 - Jun 2022

  • Senior HFC Order Management Specialist

    Jan 2018 - Dec 2018

  • HFC Order Management Specialist

    Mar 2017 - Jan 2018
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  Self-employed

  Dec 2022 - now

  Freelance Illustrator

  freelance illustrator, under the name Whimsy Pose, designing fun images for:*apparel and other items. *stylised commissions work including pet and human portraits. *illustrations for books and greetings cards.