1. warefam@gmail.com • Coorparoo 4151 •
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Curriculum Vitae
Catherine Ware
Personal Profile
I have worked in Customer Service Sales and Administration for over 20 years, building up a vast knowledge and
experience in these dynamic areas. I have completed and been accredited for call centre management
qualifications leading projects utilising the six sigma methodology and continue to develop and enhance these
skills.
More recently I have extended my experience into the finance and administration management role My strengths
lie in my passion towards achieving in my roles and I consider myself a good leader with a positive and fair
attitude. I co-ordinate the administrative, operational, business planning and accounting activities within
Tennis Queensland and I continue to embrace challenges and use my initiative when given new work processes.
Having been heavily involved in change management I consider myself versatile and supportive of change. I
always welcome the opportunity for self-improvement and development as well as the same for the
environment in which I work in.
I have extensive experience with many aspects of customer service, team management, including policy
creation and management, leading and developing teams and creating and delivering training packages. I am
very comfortable using the Microsoft Office Suite of applications, such as Excel, Word, Project and many other
internal systems involved in operational efficiency, real-time management of a call centre and general office
management.
In my career I regularly communicate with a wide variety of people both internal to the organisations and
centres and external, including Government Ministers, local MP’s, local councillors, sporting clubs, national
bodies and national senior management teams. I have developed a high level of organisational ability and
embrace all new challenges with passion and genuine enthusiasm for self and holistic betterment of Football
Brisbane.
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August 2013 – Current - Reception and Administration Co-ordinator – Tennis Queensland
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My current role is to – 1. Coordinate Tennis Queensland’s financial responsibilities:
· I work closely with Tennis Australia managing accounting functions, including those necessary for auditing,
budgeting, financial analysis, asset management and payroll in accordance with accounting principles and
Board policies and procedures;
· Collation of invoices and credit cards;
· Handle all enquiries from debtors and creditors
· Coordinate identification of payments into the TQ bank account;
· Completion of banking sheets, involves identifying if payments are debtors or cash (and which debtor);
· EFTPOS terminal information to TA Shared Service Accounting.
· Implemented a scheduling program for the collection of departmental income (all contracts and service
agreements)
· Provide financial reports 2 weeks prior to each Board and Company meetings
As part of my role I also : 2. Coordinate TQ administrative functions:
· Manage and ensure the efficiency of front of house operations : set-up and manage business processes for the
Tennis Queensland office
· Work closely with the CEO and Business Support Manager on all administrative matters
· Act as the interface between TQ and TA Shared Services (IT, Human Resources, Safety and Risk Management);

2. warefam@gmail.com • Coorparoo 4151 •
mobile 0400050299 •
· Manage the business operations and office management of the Tennis Queensland offices, specifically
responsibility for the Reception area;
· Coordinate of Board Meeting requirements and preparation of minutes from Board and Company meetings;
· Ensure obligations are met and standards are as agreed for all TQ contracts, including Queensland Tennis
Centre contract;
· Review and provide advice on business operations to ensure TQ is compliant with corporate and government
requirements
Additional responsibilities - 3. Personal Assistant to CEO and TQ President:
· handle communications on behalf of the CEO and Board including organising and maintaining diary bookings
and appointments and arranging travel and accommodation
· screen phone calls and handle when appropriate dealing with all levels of seniority
· assist with the Planning and Event Management of VIP Suite during the Brisbane International
· Organised and managed the TQ Board of Director Suite during Brisbane International Event liaising with BI
Management to ensure appropriate invitees are managed professionally from initial stages and throughout the
event
Experience
May 2010 – July 2013 Holland Park Hawks FC Camp Hill
This not for profit club was formed over 30 years ago in 1976 and this year we have grown to over 1000
registered players in all age groups including Squirts (3 - 5 year olds), U6 to U17 girls and boys, Youth, Senior
Men and Women and Over 35. The club relies heavily on volunteers and raising funds through Government
grants, club membership, player registration and sponsorship for capital projects.
My current role as Registrar and Office Administrator in the club includes:
- Developing and maintaining administration systems, processes and policies for the management and
efficient functioning of the club
- Maintaining up-to-date records of the club including databases for training, teams, coaches, players and
volunteers
- Updating and managing Results Vault, MyFootballclub and in house systems, ensuring accuracy and
correct recording of data.
- Designing, creating and updating websites, publications and reporting systems
- Office management and ordering of stationary, trophies and club marketed apparel
- Managing all book-keeping, using MYOB and all correspondence to and from the club
- Managing grant applications, license renewals, field hire, event organisation, sanction approvals and all
rostering
- Liaising with community groups to maintain relationships and secure funding for club activities and
infrastructure
April 2009 – May 2010 Queensland Art Gallery Southbank
The Queensland Art Gallery and the Gallery of Modern Art forms a major part of the Queensland Cultural
Centre and is the State’s most important resource for the visual arts. The mission statement is ‘ to be the
focus for the visual arts in Queensland and a dynamic and accessible art museum of international standing.’
My major duties in this role are:
- Enhance the customer experience of visitors to the gallery and the public image by providing quality
front-of-house services in a professional manner

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- Promote and reaffirm the Gallery’s reputation by dealing with customer comments in a friendly and
polite manner
- Ensure the safety of gallery visitors and staff by patrolling gallery areas and monitoring conduct of
visitors unobtrusively and dealing with them diplomatically
April 2008 – January 2009 Cardiff County Council Cardiff, UK
Cardiff County Council is located in the centre of Cardiff - the capital of Wales. The county of Cardiff is the
largest in Wales in terms of population and the Council delivers services to approximately 320,000 people.
My role in the call centre called C2C – Connect to Cardiff was to deal with incoming calls, emails and web
chat. We were also required to work some shifts face to face in the help centre.
April 2008 – January 2009 – Customer Service Representative – Connect to Cardiff
My main areas of responsibility were :
- Deliver high level customer service to the residents of Cardiff, advising on council tax, benefit
enquiries, refuse collection complaints and any general queries about the services Cardiff Council
provide.
- Provide a prompt and informative service to council house tenants who often ask for assistance with
repairs and housing benefit related enquiries
- Meet set accountabilities such as average handling time, speed of answer, wrap time and sickness
levels
- Work effectively in a team environment in a small call centre, adapting to the council needs as they
change and improve processes and policies when applicable
July 1994 – June 2007 Telstra Corporation Brisbane, Australia
Telstra is Australia’s leading telecommunications and information services company. They are in the Top 10
listed companies in Australia and are a Fortune 500 company.
Dec 2006 – June 2007 - Acting Sales Manager – Northern Region – Inbound Consumer Sales
During my previous role , I indicated that I was ready for a new challenge and sourced this opportunity to act
in a National Sales Manager role.
My main areas of responsibility were:
- review and agree with National State Managers as to the quarterly sales targets for my Region
- supporting Sales Centre Managers in achieving agreed Sales Targets by discussing their issues and
challenges and suggesting ways to address these
- prepare and deliver weekly review of regions performance to senior management
- identify and interpret key trends to enable us to agree on strategies with Centre Managers
- analyze and report on projections for expected performance to determine opportunities for success

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2004 - Dec 2006 Sales and Initiatives Coordinator – Inbound Consumer Sales
To build and effectively engage the Support teams and the Regions to achieve the desired operational/sales
and customer performance.
- provided leadership, direction, education and engagement with all the regions in major sales
campaigns
- operated reward and recognition activity with a focus on developing a high performance culture
- ensured effective implementation of tactical campaigns to increase sales capability
1995 - 2004 Customer Service/Sales Team Leader – Inbound Consumer Sales
To effectively lead, manage, coach and develop a team of up to 16 individuals in their role as Customer
Service/Sales Consultants
- provided a core support to each team individual, meeting with them regularly to discuss current
performance and propose ideas to improve
- operated an open and honest team-based forum to encourage creativity and motivate them to strive
for success
- ensure that Performance Management was instigated where required and utilize correct procedures
to assist individuals to have every opportunity to improve
- use the call monitoring systems to analyse and score each consultant against set criteria for inbound
call handling expectations
- presented team meetings, trained the teams and individuals in any new products or enhancements,
attended national conference calls with other team leaders and represented the center in sales
conferences across Australia.
Education and Qualifications
- Professional qualifications include : Six Sigma Yellow Belt, accredited Business Management
modules, courses in Project Management, Complaint Management, Presenting, Communication,
Performance Management, Leading by Performance are just a selection.
- 1986 – 1988 - Trent Polytechnic, Nottingham - passed 2 years LLB Honours Law Degree
- 1979 – 1986 - Kenilworth School, Warwickshire – 3 A Levels and 9 O Levels
Personal Interests and Hobbies
I enjoy my volunteer role as Manager of teams at the Holland Park Hawks Football Club. I am a keen
traveller and took a year out to travel around the world, finally settling in Brisbane for the past 20
years with my family. I also work hard to keep fit and enjoy daily walks with the dog, squash, tennis
and swimming. To relax and unwind I enjoy reading, walking or cooking with my family.