Page 1 of 4

Gordana Dobrosavljevic 0423 234 592

gordiedobros@gmail.com

Career Summary

To continue to build my skills and capabilities in Human Resources, allowing me to devise creative HR

solutions and promote the broad range of HR responsibilities to stakeholders and colleagues within the

organisation.

Work History

Mar 15–Jun 15 Senior Enquiries Officer, Early Childhood Education and Care Directorate

Department of Education, Parramatta

Duties:

Provide accurate and timely information to telephone, written and email enquiries or request for

information about National Law and Regulation for NSW early childhood education and care

services;

Utilising the NQA ITS system to register and handle complex enquiries and escalate serious

complaints or reports of serious incidents that have a high risk to children’s safety;

Monitor and distribute the departments’ email inboxes in a timely manner and drawing attention

to urgent matters;

Second In-Charge (2IC) of the Information and Enquiries team when the Team Leader is

absent; and

Coach and train Enquiries Officers and assist in the quality assurance monitoring for telephone-

based responses to achieve a high standard of customer service.

Jan 15–Mar Payroll Officer (Contract)

Ausgrid, Sydney

Duties:

Calculate Voluntary Redundancies and Voluntary Redundancy estimates;

Managed employee details through CHRIS 21;

Trusted interpretation of Ausgrid’s EA;

Fortnightly and Monthly superannuation reconciliation and payments to superannuation funds;

and

Prepare correspondence to external customers such as superannuation exit forms; Child

Support Agency, Centrelink and ATO.

Nov 13–Sep 14 HR Communications and Knowledge Consultant

The University of Sydney, Sydney

Duties:

Email a daily Communication Update to the HR Service Centre (HRSC) outlining absences,

training, team projects and initiatives, technical issues, helpful tips and general news within

the Human Resources discipline and/or the University;

Compile and maintain a HRSC Knowledge database from the wider HR group to enable HR

Advice Consultants to address phone and email inquiries through articles to deliver uniformed

and consistent responses to customer inquiries;

Develop, improve and manage the content of the staff intranet pages relating to Human

Resources which includes pay, leave, forms and benefits to provide staff a great experience;

Take ownership of escalated queries in ServiceNow in a timely manner, including but not

limited to providing mentoring, coaching and advice to Senior HR Advice Consultants on HR

policies, procedures guidelines and processes; and

Work closely with team mangers across the HRSC to collate and prepare information

including but not limited to a quarterly email communication to faculties/professional service

units regarding the progress of the HRSC restructure.

2014 Achievements:

The daily HRSC Communication Update email had organically grown into a wider Human

Resources audience. A new weekly Intranet Update email was developed, which is now

emailed to the HR leadership team; and

Page 2 of 4

Strategically streamlined the Human Resources intranet pages for team and role clarity, by

defaulting HRSC as the main HR page. Current projects and initiatives are stored on this

page as related links for a one-stop-shop. This process improvement has allowed the HRSC

to effectively communicate timely updates and notices to staff to deliver a great customer

experience.

Jan 13–Nov 13 HR Service Centre Senior Officer

The University of Sydney, Sydney

Duties:

Managed a portfolio, which consisted of up to 300 fortnightly paid permanent employees;

General advice, guidance and interpretation on University EA, policy, procedures and general

intranet navigation assistance. Take ownership for resolving customer issues and queries

and following through on commitments in a timely manner;

Preparation of employment contracts and broad range of HR processing, with accuracy,

attention to detail and maintaining accurate records and filing into TRIMS;

Daily data cleansing of Talent 2 (HRIS) on a daily basis, ensuring accurate data is recorded

in HRIS;

Subject matter expert for the University’s Casual Timesheets application, including providing

advice/support to the Casual Team and faculties/professional service Units;

Mentor, coach and support Level 5 HRSC Officers, in Team 2 in interpreting HR policies and

procedures and processes;

Process up to 4,000 casual timesheets for fortnightly paid employees via Casual Timesheet

application; and

Run the Fixed Term Contract Report through Workforce Planning and Reporting and up-

date HRSC spreadsheet database across all 3 teams, monthly, fortnightly and daily where

requested.

2013 Achievements:

Re-worded Casual Timesheets help index due to customer feedback and high level of calls

to the HRSC. Moved the Help Index from the Casual Timesheets application to the

University’s intranet site. Roll-out September 2013;

Redesigned HRSC “Welcome Template”. The template is a copy and paste wording that is

sent as an email to new employees. The goal was to clarifying what documentation must be

sent to the HRSC, to be issued with an employee number prior to commencement. This is a

New University requirement, due to customer feedback endorsed by HR Director. Faculties

were absorbing the cost of having new employees not physically being able to commence

work at their desk on their first day. Rolled out in May 2013, across HRSC;

New Casual Timesheets application Feature project. The project involved user acceptance

testing for additional features added to improve the Casual Timesheets application, due to

feedback received from stakeholders. The objective was to fix current bugs and improve

customer experience, with the Casual Timesheets application. Rolled out in May 2013; and

Attended a Process Team workshop. This involved one day of training each month over 3

months. The outcome was that I had designed 2 process maps. Sessional Bulk Upload and

Casual Timesheets application.

Mar 12–Dec 12 HR Coordinator (secondment)

The University of Sydney, Sydney

Duties:

Data cleansing of Talent 2 (HRIS) on a daily basis, ensuring accurate data is recorded in

HRIS;

Process Casual Timesheets for Fortnightly Pay Runs;

Analyse and report on data and experiments;

Exercise high level of diagnostic skills on sophisticated equipment or systems, advising HRSC

Officers on Talent 2 troubleshooting; and

Mentor and support Level 5 HRSC Officers in Team 2 including but not limited to: interpreting

policies and procedures; oversee team workflow; HRIS troubleshooting; undertaking checking

of data entry and calculations, investigating anomalies and provide training where appropriate

and either resolve or seeking advice from Team Manager for solution; and

Attend regular meetings.

Page 3 of 4

Achievements:

Collated data for the Casual Timesheets Enhancement Project; and

Developed Casual Sessional Bulk Upload Procedure.

July 08–Mar 12 HR Service Centre Senior Officer (promotion)

The University of Sydney, Sydney

Duties:

Meeting and exceeding needs of internal and external customers, with the ability to deliver

effective communication, provide advice on current HRSC procedures and practices, take

ownership for resolving customers issues and inquiries, and following through on

commitments;

Ability to exercise initiative and independent judgement to achieve successful resolution of

complex workplace problems and issues and ensuring the appropriate follow up procedures

and adhered to;

Provide mentoring and support role to Level 5 HRSC Officers, undertaking checking of team

members data entry and calculations, investigating anomalies where appropriate and either

resolving or seeking advice from Team Manager for solution;

Oversee workflow in the team, assisting with data entry during periods of peak load and

absent officers;

Recommending and implementing improved processes, such as Rotational Checking Roster,

Team 2 Contract List, Annual Leave Calculator, on the recommendation of Team Manager;

Preparation and maintaining accurate records in Talent and filing into TRIM, with excellent

attention to detail and high level of numerical skills; and

Attended panel interviews, asking questions, representing the HR department.

Achievement:

Induction Project Team; and

Sick Leave Calculator (worked on with Case Management) on the recommendation of Team

Manager. Saved in shared drive used across HRSC.

Jan 07-Jul 08 HR Service Centre Officer

The University of Sydney, Sydney

Duties:

Preparing employment contracts, variation of appointments, prior service recognition, internal

transfers and secondments, probation/academic confirmation and PM&D correspondence,

redundancies, calculations of under/overpayments and all leave types;

Processing new appointments and rehires, terminations, transfers and secondments, higher

duties and responsibility allowances, other allowances and loadings, leave applications, bank

and tax details, prior service recognition, secondments, and probation/academic confirmation

and PM&D reviews, casual timesheets and under/overpayments into Talent 2;

Responding to (face-to-face, telephone and email) inquiries from internal and external

customers, relating to payroll processing in a timely manner; and

Preparation and maintaining accurate records and filing for routine correspondence such as

statements of service and separation certificates.

Achievements:

The Redundancy Project Team; and

HR/Payroll Training Team (Casual Hires);

May 05-Dec 06 Payroll Officer

P&O Ports Ltd, Sydney Jul 04-Feb 05 Payroll Officer The Association of Payroll Specialists, Sydney

Oct 02-Jul 04 Payroll Officer

DHL Express (Australia) Pty Ltd, Mascot Jul 02-Oct 02 Accounts Payable Officer DHL Express (Australia) Pty Ltd, Mascot

Page 4 of 4

Jan 02-Jun 02 Payroll Officer

Tempo Ltd, Gladesville May 00-Dec 01 Administration Assistant Prestige Property Services Pty Ltd, Gladesville Dec 99-May 00 Direct Mail Assistant

ACNielsen AdEx, Neutral Bay

Tertiary Qualifications 2004-2006 Diploma of Business (Human Resources) with Distinction

Sydney Institute, Petersham TAFE 1998-1999 Diploma of Business Studies (Management) with Credit

Sydney Institute, Kogarah TAFE 2005 Certificate IV in Assessment and Workplace Training

Workforce Management Consulting, Bondi Junction

Software Knowledge:

Content Management Systems (CMS) - Webmaster

Microsoft Excel - Highly Skilled

Microsoft Word – Highly Skilled

Microsoft PowerPoint – Highly Skilled

HRIS Packages

Talent 2

Workforce Planning and Reporting

PeopleSoft

CHRIS 21 and CHRIS 5

PS Enterprise

Kronos 3.3.0

Cognos Impromptu Administrator

Internet subscriptions:

HC Human Capital

Magazine subscriptions:

HR Monthly

Professional Development 2013 CMS for Webmasters

Learning Solutions, The University of Sydney 2013 Microsoft Excel Course: level 3 Centre for Continuing Education, The University of Sydney 2013 HRIZON 2013, AHRI National Convention and Exhibition

Sydney Convention and Exhibition Centre 2013 Apply First Aid Red Cross College, Sydney 2013 Project Management

Learning Solutions, The University of Sydney

Referees: Available upon request