Carol Sullivan Email & Phone Number

Australia

Australia

Adelaide, South Australia, Australia

• Conducted Elicitation and Validation workshops with Business Reference Group members and Product Owners to identify detailed project requirements• Analysed and prioritized user and business requirements as system requirements that must be included while developing the software• Created and tracked the project progress against plans to meet Customer promised timelines using Microsoft Project and represent progress using GANTT charts• Planned and defined system requirements and documented functional and non-functional requirements like Epics, User Stories, Use Cases and Low-Level Designs for current and future enhancements to existing service delivery platforms and systems• Created Use Case Diagrams, Business and Technical mapping documentation using Microsoft Visio and • Identified, Documented and Mitigated Risks and Issues that might impact the delivery of the project within agreed timelines / budget / scope. Additionally, formulated a Mitigation Plan to remove or reduce risks of high severity• Created weekly and stage-wise reporting on project progress, outcomes, risks, etc. Tracked project performance, specifically to analyse the successful completion as per plan• Managed Change Requests from stakeholders by conducting extensive Impact Assessments to capture the expected consequence of such changes• Created test cases and test plans, coordinated and conducted Functional testing, Integration testing, Smoke testing and User Acceptance Testing (UAT)• Planned and coordinated the roll-out of project to customers, hyper care assistance to customers during roll-out and after delivery maintenance of the product• Prepared project closure documentation and hand-over reports to standing organization to commence Business-As-Usual

• Process Transition – Transitioned the processes from Dubai, UAE, prepared Training manuals, Process maps and Blue books and ensured sign-off from the UAE client prior to hiring• Service Level Agreement – Developed Policies / Process and Procedures concerning Customer Promise and achieving agreed Service Levels• Performance Management – Ensured Operational efficiency and Optimal Utilization of resources to meet the agreed Service levels and Key Performance Indicators for all 10 processes• People Management – Hired and Trained the new team of 220 resources in Account Opening, Loan Account Processing, Cash Management, Treasury Back-office, Credit Card Underwriting and Account Servicing• Voice of Customer – Engaged with customers to obtain feedback on Service levels and performance. Taking necessary corrective actions based on customer feedback• Reporting – Handled Daily, Weekly and Monthly Reports of the teams while ensuring accurate and timely reporting of the same• Revenue and Cost management - Ensured revenue targets are met. Forecast and control attrition

• Trained in cross functional duties like Customer Service, Ticketing, Reservations, Cargo handling, Security and Baggage screening, Aircraft Load and Trim• Ensured customer satisfaction at every step and maintaining quality of service• Communication of plans in terms of daily, weekly and monthly reports. Baggage handling reports and staff personal records through spreadsheet and filings• Management of customers, security of passengers, cargo, weight and balance of the aircraft and reservation and ticketing• Single load and trim staff (Aircraft weight and balance) and female Security staff• Mentoring and dealing with all Admin and HR activities of the team