Charlotte A Crone Email & Phone Number

Australia

Walmer, Victoria, Australia

Experienced Freelance Instructional Designer and Technical Writer specializing in crafting dynamic e-learning content and creating user-friendly technical documentation. Known for conducting thorough analyses, implementing the ADDIE model, and enhancing the effectiveness of online training programs.Key Acheivements☛ Skillfully optimised the Equi-Release Pro Hands On Therapy For Horses Online Course, incorporating engaging WordPress-customized videos and images.☛ Provided personalized Resume Writing and Training services to over 30 diverse clients, fostering individual professional growth and advancement.

Hawthorn, Victoria, Australia

RACMA's Business Transformation Project Nexus - Internal and External Portal for Membership and Training Management within Dynamics 365 CRM. During the Definition and Design Phase, I played a pivotal role in the Business and Vendor functional and non-functional workshops capturing workshop notes that were used to develop business processes and user stories. Spearheaded the documentation and obtaining of business signoffs for User Story Acceptance Criteria in Microsoft Azure DevOps. Additionally, formulated an Agile Organisational Change Management Approach.Key Achievements☛ Facilitated pivotal functional and non-functional workshops, capturing detailed notes instrumental in developing business processes, user stories, and integrations with MYOB and Canvas LMS.☛ Developed precise Acceptance Criteria for 150 User Stories, ensuring swift business sign-off through Microsoft DevOps.☛ Formulated an Agile Organisational Change Management Approach using Change Canvas, significantly contributing to a smooth transition.☛ Delivered comprehensive instructions for Microsoft DevOps User Story, and Acceptance Criteria Business Sign-Off in Atalssian Confluence skillfully incorporating customized videos and images.

Melbourne, Victoria, Australia

Key Achievements☛ Increased Change Request processing efficiency by 20% through a streamlined review process, saving time and resources.☛ Maintained an accurate TSA/Vendor/Asset Register for 500+ assets, ensuring a smooth transition and compliance.☛ Developed a Governance Portfolio Dashboard using consolidated data from 34 Excel files, improving data accessibility and decision-making.Responsibilities☛ Provided crucial support to the Associate Director - IOOF Transition for the governance of 67 Transitional Services Agreements (TSA's). ☛ Served as the Secretariat for 24 NAB/IFL Transitional Steering Group (TSG) Forums, ensuring efficient coordination, documentation, and communication for successful transitional activities.☛ Addressed TSA queries and fostered collaboration among diverse stakeholders, including the Commercial Team, Project Eagle, NAB Service Owners, IFL Service Recipients, and the IFL Governance Team, alongside engagement with NAB and IFL Legal teams.☛ Coordinated TSA Governance Framework supporting documents and processes for governing TSA’s.☛ Mentored and supported team members, fostering a positive and productive work environment.

Docklands, Victoria, Australia

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ 𝗦𝗲𝗰𝘂𝗿𝗲𝗱 𝗹𝗲𝗴𝗮𝗹 𝘀𝗲𝗽𝗮𝗿𝗮𝘁𝗶𝗼𝗻 𝗼𝗳 𝗠𝗟𝗖 𝗪𝗲𝗮𝗹𝘁𝗵 𝗳𝗿𝗼𝗺 𝗡𝗔𝗕: Supported signing of 63 TSAs, facilitating a smooth sale to IOOF (May 31st, 2021).☛ 𝗢𝗽𝘁𝗶𝗺𝗶𝘀𝗲𝗱 𝗧𝗦𝗔 𝗼𝘃𝗲𝗿𝘀𝗶𝗴𝗵𝘁: Developed and managed integrated Jira/Confluence reporting for TSAs, procurement, and data segregation, streamlining processes.☛ 𝗕𝗿𝗶𝗱𝗴𝗲𝗱 𝘀𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: Served as liaison, resolving TSA queries across NAB, MLC, and multiple project teams (Kizuna, T&O, Legal, etc.).☛ 𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝘁𝗿𝗮𝗻𝘀𝗽𝗮𝗿𝗲𝗻𝗰𝘆: Prepared comprehensive reports and presentations for fortnightly TSA Working Group and monthly Transitional Services Forum.

Melbourne, Australia

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ 𝗠𝗮𝗽𝗽𝗲𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗷𝗼𝘂𝗿𝗻𝗲𝘆: Identified all key customer and operational artifacts for the "myOwn Health Insurance" offering, ensuring a seamless customer experience.☛ 𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵𝗲𝗱 𝗲𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝘁 𝗮𝗽𝗽𝗿𝗼𝘃𝗮𝗹 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀: Developed review and approval procedures for artifacts using JIRA and Confluence, promoting operational efficiency and control.☛𝗘𝗻𝗵𝗮𝗻𝗰𝗲𝗱 𝗿𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴: Documented reporting requirements for the Partner White Label Health Insurance offering, enabling accurate data collection and analysis.

Melbourne, Victoria, Australia

𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻: Leveraged business and process analysis skills for a paper-to-digital shift for government & and rating valuations, that would implement an online portal, service request management, and document management using SharePoint, Nintex, and cloud technologies.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ 𝗗𝗲𝗳𝗶𝗻𝗲𝗱 𝗰𝗹𝗲𝗮𝗿 𝗿𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀: Collaborated with stakeholders and vendors to map out functional and non-functional needs.☛ 𝗦𝘁𝗿𝗲𝗮𝗺𝗹𝗶𝗻𝗲𝗱 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄𝘀: Optimised To-be processes using BPMN 2.0 for service request management, integrating seamlessly with Oracle Financials.☛ 𝗘𝗺𝗽𝗼𝘄𝗲𝗿𝗲𝗱 𝘀𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿𝘀: Guided workshops and documented Quality Management System (QMS) process maps, ensuring smooth adoption and compliance.☛ 𝗕𝘂𝗶𝗹𝘁 𝗮 𝘀𝗲𝗰𝘂𝗿𝗲 𝗳𝗼𝘂𝗻𝗱𝗮𝘁𝗶𝗼𝗻: Developed process architecture for online QMS, enabling efficient and secure quality management.

Melbourne, Australia

𝗔𝗴𝗶𝗹𝗲 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻 𝗮𝘁 𝗔𝗦𝗜𝗖: Part of the team that successfully implemented Surveillance Cases for Regulatory Transformation Project, replacing legacy systems with a modern Microsoft Dynamics CRM and iApply portal. Empowered teams, streamlined processes, and delivered a user-centric solution using Agile and Scrum expertise.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ 𝗧𝗿𝗮𝗶𝗻𝗲𝗱 𝘁𝗲𝗮𝗺𝘀 𝗶𝗻 𝗔𝗴𝗶𝗹𝗲 𝗮𝗻𝗱 𝗧𝗙𝗦: Boosted efficiency & capabilities.☛ 𝗦𝘁𝗮𝗻𝗱𝗮𝗿𝗱𝗶s𝗲𝗱 𝗽𝗿𝗼𝗰𝗲𝘀𝘀 𝗺𝗼𝗱𝗲𝗹𝗶𝗻𝗴: Improved workflow consistency.☛ 𝗠𝗮𝗽𝗽𝗲𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗷𝗼𝘂𝗿𝗻𝗲𝘆𝘀 𝗮𝗻𝗱 𝗠𝗩𝗣 𝘂𝘀𝗲𝗿 𝘀𝘁𝗼𝗿𝗶𝗲𝘀: Prioritized user needs.☛ 𝗦𝗺𝗼𝗼𝘁𝗵 𝗶𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻: Delivered training and materials for business adoption.☛ 𝗔𝗴𝗶𝗹𝗲 𝗠𝗮𝘀𝘁𝗲𝗿: Ensured project alignment and delivered value.☛ 𝗥𝗼𝗯𝘂𝘀𝘁 𝘀𝘂𝗽𝗽𝗼𝗿𝘁: Collaborated with IT for seamless post-launch support.☛ 𝗖𝗹𝗲𝗮𝗿 𝗱𝗼𝗰𝘂𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻: Maintained user stories in Microsoft TFS.☛ 𝗢𝗽𝘁𝗶𝗺𝗶s𝗲𝗱 𝘁𝗲𝗮𝗺 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆: Managed backlogs, estimates & planning.☛ 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝘂𝘀𝗲𝗿-𝗰𝗲𝗻𝘁𝗿𝗶𝗰 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻: Ensured requirements were met.

Melton, Victoria, Australia

Led business analysis for multiple IT transformation projects, driving efficiency and streamlining processes.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗱 𝗮𝗻𝗱 𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗲𝗱 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗰𝗮𝘀𝗲𝘀 𝗮𝗻𝗱 𝗳𝗲𝗮𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆 𝘀𝘁𝘂𝗱𝗶𝗲𝘀: Maternal Child Health CDIS Project, Environmental Health & Contract Management projects.☛ 𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝗶𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻𝘀: Assetic Asset Management system with Citywide, Authority & ECM systems, ensuring seamless data flow.☛ 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗱 & 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗺𝗮𝘁𝗲𝗿𝗶𝗮𝗹𝘀: Assetic Work Order Maintenance system, empowering users for successful adoption.

9/737 Bourke St, Docklandslands

Contributed to the Business Systems Transformation (BST) program at Victorian Building Authority (VBA) implementing a Microsoft Dynamics 2016 Cloud platform and Online Portal.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ Delivered key requirements, process maps, and procedures for Delivery Package 1 for Owner Builder, Compliance Certificates, and Complaints.☛ Facilitated workshops with vendors and stakeholders, ensuring smooth migration and alignment with business needs.☛ Managed change requests for Delivery Package 1, aligning project execution with stakeholder expectations.

Lonsdale St, Melbourne

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ Secured essential medical equipment & supplies for the IPE Clinic, enabling smooth operations for diverse healthcare disciplines.☛ Delivered Business Requirements Documents and To-Be Processes for the DELTA CRM and Online Portal solution, along with the new State Register CRM Upgrade Business Requirements Document for the Request for Quote process.☛ Delivered the DELTA Online Portal Identity Management and Access Management Specification for external users.☛ Participated in the Vendor Selection and Procurement Process.☛ Led workshops with internal and external stakeholders, effectively capturing data transformation rules and business to-be processes needs for key areas like Training Contracts, Cases, Campaigns, Contacts and Reporting.☛ Partnered with the Commonwealth Department of Education and Training, designing an integration solution that dramatically reduced manual processing for VRQA.☛ Worked closely with the vendor during the requirements and design phase, including conducting User Experience Testing for the design of the DELTA Online Portal.

St Albans, Victoria

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ Secured essential medical equipment & supplies for the IPE Clinic, enabling smooth operations for diverse healthcare disciplines.☛ Streamlined vendor selection & procurement for specialized equipment & Technogym Mywellness cloud solution, saving 15% (optional: mention specific amount saved).☛ Ensured data privacy compliance for the Mywellness cloud solution by conducting a thorough risk assessment, mitigating potential issues.☛ Successfully recruited key personnel: IPE Clinic Quality & Standards Coordinator & Practice Manager, strengthening team capabilities.

Melbourne, Australia

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ As a member of the EnergyAustralia Integration Program (EAIP) team, participated in post-merger integration activities following the acquisition of Ausgrid’s retail business.☛ Managed a team of 2 Transition Process Analysts, fostering effective collaboration and achieving project objectives.☛ Developed transitional business processes using BPMN2.0, optimizing efficiency, and ensuring alignment with project goals. Utilized MS Visio for transparent process visualization and documentation.☛ Led Transition Governance activities, encompassing the development of Transition Procedures, Go/No Go Criteria, Checkpoint Management, and Post Cutover Support.

222 Lonsdale St, Melbourne

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ Boosted user engagement on White Pages Online through a digital display product delivered via Network Value & Digital Enhancement Projects.☛ Documented clear and concise user stories in JIRA, improving team communication and reducing clarification requests. ☛ Optimised backlogs for complex projects, through efficient story estimation and iteration planning.☛ Partnered with testers and developers to identify/resolve requirement discrepancies, minimizing defects and ensuring smooth project execution.

Melbourne, Australia

Delivered online portal strategy for Macmillan Education's primary school services (One Stop Classroom). Delivered actionable recommendations, risk assessments, and implementation plans.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ 𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻: Managed communication and document review to ensure project transparency and alignment.☛ 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗧𝗵𝗶𝗻𝗸𝗲𝗿: Conducted market analysis and SWOT analysis, defining a future-proof roadmap.☛ 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗔𝗰𝘂𝗺𝗲𝗻: Executed a high-level impact assessment, aligning the portal with business goals.

Melbourne, Australia

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ Delivered clear, concise business, functional, and non-functional requirements for the ANZ Transactive iPhone app, exceeding stakeholder expectations and ensuring project alignment.☛ Led collaborative stakeholder engagement, workshops, and resource planning, reducing communication delays, and ensuring project compliance.☛ Created UML use cases and BPMN diagrams using Rational Requirements Composer and Enterprise Architect, improving requirements clarity and communication.☛ Authored and delivered user guides for Peer Review Process and UML Use Cases, boosting knowledge sharing and collaboration.

Bendigo

Involvement in data migration and stakeholder engagement for Bendigo & Adelaide Bank's Retail A2B project, consolidating retail accounts onto one core banking system.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ Part of the team that facilitated 𝗳𝗮𝗰𝗶𝗹𝗶𝘁𝗮𝘁𝗲𝗱 𝟯𝟱+ 𝗰𝗿𝗼𝘀𝘀-𝗹𝗼𝗰𝗮𝘁𝗶𝗼𝗻 𝘄𝗼𝗿𝗸𝘀𝗵𝗼𝗽𝘀, engaging stakeholders to define and sign off on business requirements.☛ 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗲𝗱 𝘄𝗶𝘁𝗵 𝘀𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿𝘀 to define and document data transformation rules for all key account types (credit cards, deposits, mortgages, etc.).

Melbourne, Australia

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ Increased open rates of Individual Financial Protection and Wealth product communications by implementing targeted changes to 8 Payment Request/Notices.☛ Led workshops with key business, marketing, and vendor stakeholders, defining clear project scope and securing 100% buy-in ☛ Developed 8 clear and concise business requirements documents, ensuring clarity and minimizing ambiguities, which led to a smooth project execution ☛ Successfully managed diverse stakeholders across business, marketing, and vendor teams, resolving conflicts and achieving consensus within project timelines.☛ Developed and implemented comprehensive change management plans, guaranteeing successful project roll-out and effective training for all stakeholders.

Melbourne, Australia

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ Supported the development of a unified Online ITIL Service Desk Support model for Enterprise Customers, streamlining order placement, incident resolution, and billing inquiries.☛ Documented user stories, ensuring clear requirements and clarity in communication.☛ Prioritized backlogs and facilitated story sessions, , optimizing team collaboration and project timelines.☛ Partnered with Deloitte to develop wireframes that aligned project vision with business needs.

Bendigo, Australia

Contributed to Bendigo and Adelaide Bank's successful implementation of Siebel CRM and Campaign system (LINX), consolidating customer data and enabling coordinated campaigns.𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀☛ 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗮𝗰𝗰𝘂𝗿𝗮𝘁𝗲 𝗮𝗻𝗱 𝘁𝗶𝗺𝗲𝗹𝘆 𝗿𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴: Led Reconciliation and Exception Management, ensuring data integrity for a smooth launch.☛ 𝗥𝗲𝘀𝗼𝗹𝘃𝗲𝗱 𝗼𝘂𝘁𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗮𝗻𝗱 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗻𝗲𝗲𝗱𝘀 as part of the Solution Review team.☛ 𝗘𝗺𝗽𝗼𝘄𝗲𝗿𝗲𝗱 𝘁𝗲𝗮𝗺𝘀 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴: Member of the team that designed and delivered LINX training programs for Retail & Distribution & Customer Help Desk teams.☛ 𝗢𝗽𝘁𝗶𝗺𝗶𝘀𝗲𝗱 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 by developing and implementing Support Transition Plans and SLAs.

Melbourne, Australia

Project DOC - Visa Debit Card implementation

Melbourne, Australia

eStatements Project - Implementation of Online statements

Melbourne, Australia

eSecurity Project

Melbourne, Australia

Project Morph

Melbourne, Australia

LEDs Project

Melbourne, Australia

Identity Management Project

Melbourne, Australia

Risk Information Store (RIS) Project - BusinessObjects

Melbourne, Australia

Customer Relationship Management and Electronic Document Management System (EDMS) Project

Melbourne, Australia

Food and Liquor Transformation Store Replenishment Project- YMS PRoject - Trainer- WMS Project- Store Replenishment Project - Retek SCP and Demand Planner

Melbourne, Australia

Sensis - Data Integration and Cleansing ProjectSensis - BusinessObjects Consumer Relations ProjectSensis - BusinessObjects Analytical Pricing ProjectCGU - EMR Project

Melbourne, Australia

Project Centaur - Complete Replacement of AS400 Custodian Services system with TCS Network Custody solution

Melbourne, Australia

Responsible for managing Retek SCP and Demand Planner Clothing Group databases

Melbourne

Supply Chain Management i2 Rhythm Demand Planner Project

Business Analyst - Supply Chain Project - i2 Rhtyhm Demand PlannerProject Manager/ Trainer - New Product Introduction (NPI) Project - Lotus NotesProject Manager - MRPII Documentation Project - Lotus Notes

Melbourne, Australia

Member of Project Team that implemented ERP CA-PRMS system

Melbourne, Australia

Bachelor Of Applied Science (Basc), Physiology And Pharmacology

Graduate Certificate In Quality Management

Certificate Iv In Information Technology, Information Technology

Certificate Iv In Workplace Training And Assessment, Workforce Development And Training

Adaptive Leadership

Emotional Intelligence & Mindfulness Based Cognitive Therapy Practitioner Certification

Agile Scrum Master

Holcentric Business Management System (Bms), Business Process, Business Document Repository And Business Requirements

Wellness Coaching, Level 1 And 2

Eel Facilitator Training, Level 1 And 2

Clean Language Collaboration Skill

User Experience For The Web And Writing For The Web

Business Process Modelling (Bpmn 2.0)

Mastering Effectiveness

Big Mind - Becoming A Wise Leader And Follower

Six Sensory Certification, Level 1 And 2

Facilitating Focus Groups

Leadership Mentoring

Itil Foundation Course

Businessobjects Certification

Certified Business Data Modeller (Cdbm) Course

How To Internally Audit A Quality System To Iso 9000 Standards

Haccp - A Food Safety Plan

"A" Universities Bursary Examination