Heather Gray

Experience

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  DETNAC

  Feb 2004 - Jun 2006

  Administrative Assistant

  As an administration asssistant of the Department of Education & Training New Apprenticeship Centre I performed the following duties:- processing of training contracts using DEEWR database- high level of knowledge of apprenticeship guidelines to enable me to correctly assess and pay incentive claim payments to employers and apprentices- gained high level of experience of working with a high volume workload- internal customer service

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  VERTO (Australia)

  Jul 2006 - Apr 2023

  As a support assessor one of the main roles is reviewing various testing of Apprentices/trainees to help employers and apprentices recognise their commitment to completing the apprenticeship, shows any barriers to successfully completing and recommending any additional support eg mentoring. I am also in contact with potential candidates for Apprenticeships/traineeships to discuss whether they are ready to commit to the term and training or determine if a different pathway may be a better option for them. Show less In this role I service the apprenticeship employment needs of both job seekers and employers by providing advice to job seekers and employers regarding the most suitable applicant for vacancies and the most suitable career path for job seekers. I manage this by:- providing information sessions to Youth employment service providers, Jobactive service providers and High Schools tailored to suit- job match tested candidates to available apprenticeships and traineeships- network with High Schools, Employment Service Providers and other key stakeholders to provide information on apprenticeship and traineeship options for students post-school and clients currently unemployed.-manage the CareerGate Facebook page Show less *Coordinate and provide leadership to the customer service team*Customer service enquiries to various internal and external customers*Manage Apprentice, employer and student monitoring - liase with field team for monthly visit contacts and customer service team for phone monitoring*Supervise administrative centre staff, which includes training and development of staff*contribute to management and budgetary meetings*Liaise with senior management to discuss customer service requirements and implement these requirements within the team.*Ensure I have up to date knowledge of VERTO's current programs across all service areas of the business Show less This role is a field role that involved the registration of apprenticeships and traineeships. Apprenticeships and traineeships combine work with training and can be full-time, part-time or school-based. My role included the following duties:• The business development and expansion of existing services.• Managing sign ups, claims and all associated paperwork and reports• Servicing existing accounts through responsive and timely customer service• Utilise extensive knowledge of the training system and understanding of the training requirements for apprenticeships and traineeships providing advice and assist employers wherever necessary • Market and promote Australian Apprenticeships in the local area• Work with the State and Territory Training Authorities to provide an integrated service• Establish effective relationships with Job Services Australia providers, Group Training Organisations, Registered Training Organisations (RTOs), schools and community organisations Show less

  • Team Leader

    Aug 2022 - Apr 2023

  • Team Lead

    Sept 2021 - Aug 2022

  • Skills and Customer Experience Manager

    Sept 2021 - Apr 2022

  • Team Leader CareerGate

    Nov 2020 - Sept 2021

  • Support Assessor (Australian Apprenticeship Support Network)

    Jan 2020 - Nov 2020

  • CareerGate Consultant

    Jan 2019 - Jan 2020

  • Customer Service Coordinator

    Aug 2014 - Dec 2018

  • Australian Apprenticeship Centre Field Team Leader

    Jul 2012 - Aug 2014

  • Business Coordinator / Apprenticeship Consultant

    Jul 2006 - Jul 2012
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  QBE Insurance

  Apr 2023 - now

  Senior Claims Case Manager

  Work with injured workers and their employers to manage their return to work Apply decisions to claims within applicable guidelinesLiaise with external and internal stakeholders to achieve outcomes