write me a cover letter for a service planning and review lead for a council, answering the job description "I am excited to apply for the Change Specialist role at Knox Council. With over 15 years of experience in customer experience, transformation, and process improvement, I am confident in my ability to make a significant impact on the organization and help deliver better outcomes for the Community." and rewriting "I am excited to apply for the Service Planning and Review Lead at Casey Council. With over 15 years of experience in customer experience, transformation, and process improvement, I am confident in my ability to make a significant impact on the organization and help deliver better outcomes for the Community.

My current role as a customer records coordinator was recently created to put more emphasis on customer experience. The role looks into all customer related touchpoints and enhances the customer experience while streamlining process and procedures. I recently looked into a recent customer complaint regarding animal registrations. It was found that CRMs created were created with a departmental lens rather than an end to end. This has lead to a project to redesign all CRM’s to ensure we can service the customer within the first contact, sustainable and scalable. 

In my recent role at the City of Kingston, I gained substantial practical experience in supporting large scale change management projects, where I contributed to the council’s strategy by redesigning customer records tasks, introducing Agile methodology, and improving process efficiency. My achievements in this role also include increasing team task success and visibility, reducing customer records risk, and standardizing documentation council-wide. I am proud to have increased team satisfaction from 30% to 80% through collaboration, training, and mentoring.

As a leader in service implementation, I take pride in providing direction, role clarity, and coaching to my teams. I ensure that team members have clear work objectives, regular feedback, and are actively engaged in the performance review process. My experience working closely with Senior and Executive Leadership teams has equipped me to effectively oversee the implementation of service review recommendations and manage service implementation projects.

I have a track record of developing and maintaining proactive relationships with internal and external stakeholders, including the community, relevant agencies, and State and Federal governments. My background in project management, financial oversight, and meeting quality and time-related targets allows me to efficiently manage and execute programs and major projects.

Throughout my career, I have provided reasoned, logical advice to leadership taking into account community expectations. My experience spans both the private and public sectors, equipping me with the expertise necessary to find sustainable solutions and enhance stakeholder engagement. I have successfully implemented customer-centric process improvements, increased cross-department collaboration, and driven data-driven decision making through reporting and dynamic training.

I am eager to contribute my skills and experience to the change specialist role within Knox Council’s Strategy & Transformation Program and help drive positive change for the community. Thank you for considering my application, and I look forward to the opportunity to further discuss how my qualifications align with the needs of your organization.

" emphasising the paragraph "My current role as a customer records coordinator was recently created to put more emphasis on customer experience. The role looks into all customer related touchpoints and enhances the customer experience while streamlining process and procedures. I recently looked into a recent customer complaint regarding animal registrations. It was found that CRMs created were created with a departmental lens rather than an end to end. This has lead to a project to redesign all CRM’s to ensure we can service the customer within the first contact, sustainable and scalable. "