MBCM Strata Specialists Frankston, Chelsea, Mornington is a franchisee to Melbourne Body Corporate Management (MBCM). In my role as an Owner's Corporations Manager, I handle the following responsibilities to ensure the smooth and efficient operation of the property, safeguarding the interests of all owners and maintaining the value and functionality of the common property: 1. General Oversight and Account Management: Strategic Planning and Risk Management, strengthen and grow the client relationship 2. Communication: Act as a liaison and ensure clear and timely communication between the owners, committee members, and other stakeholders 3. Financial Management: Budgeting and Financial Planning, Auditing and Financial Reporting 4. Administration: AGM Meetings and Communication, Record Keeping and Compliance 5. Maintenance and Repairs: Maintenance Planning and Contractor Management 6. Insurance: Arrange Insurance, Claims Management 7. Dispute Resolution: Mediate Disputes and Conflict Management 8. Legal and Regulatory Duties: Legal Compliance and By-Law Enforcement of rules and regulations 9. Community Building: Foster community spirit and cooperation among owners and residents The stakeholder groups that I manage are • clients (owner occupiers, committees, investors, estate agents, etc) • suppliers (tradesmen, contractors and insurance providers) • third parties (lawyers, purchasers, conveyancers, etc).

Deloitte Digital is Australia’s largest expert in digital marketing and CX, advising market-leading global clients in most industries and offers design of customer-centered digital experiences, propositions and business models.“Double hatting” as Project Manager and Project Coach in client facing projects in addition to Career Coach for junior consultants. Set-up and led project teams of consultants (<12) including managed clients, risk and senior stakeholders, executed customer research, developed solutions and delivered recommendations. Example engagements: Strategy & Projects Manager - supported Senior Partners in Deloitte Digital's Leadership Team in strategic growth initiatives and performance improvements in line with the 3-year strategy (6 months internal role).Product Manager/Squad Lead - established remote 12 people multi-geo team and responsible for end-to-end delivery in a quality uplift and online transition program for the Southern hemisphere's largest provider of Vocational Education Training (6 months).=> Received 7 team recognitions and an Award: "Chris introduced team management processes and helped establish best-practice on the program around production helping her team be more efficient and creating a strong team culture". Creation of a mobile app future vision and strategy including visualisation of enhanced customer experience for major Australian retailer.

Memorable Moments was my self-funded digital start-up offering a custom-made photo printing and framing service in Australia and New Zealand via iPhone and Android mobile apps with operations team in 4 countries.Sales & customer strategy – Value proposition, sales campaigns, product development and 100% customer satisfaction guaranteeKey partnerships – Initiate and manage for app, photo lab, pro photographers and influencers.Digital strategies & touchpoints – App, web, branding, social media and email marketingOutsourced operations – Set-up globally distributed suppliers and quality assurance of apps, product production and digital marketing• Established an end-to-end business and ops-model with key partnerships and an iOS app ready to launch within 9 months of relocating to Australia. ->Doing this I pivotted from one business idea into a new partnership, different photo products and an entirely new market. -> Learnt how to outsource abroad and to do business in Oceania.• Designed sales & customer strategies for the white label tech solution including value proposition, branding, digital products and 100% customer satisfaction guarantee: -> Overcame Covid-19’s photography industry restrictions by shifting product focus and increased 2020’s turnover by 19%. -> Achieved phenomenal customer satisfaction with fewer than 0.5% of orders leading to product returns and a record-breaking 12 times returning customer within 1,5 years. • Created digital strategies & touchpoints for mobile apps, web, social media, email marketing and social media influencers: -> Initiated +20 online marketing campaigns with influencer and B2B collaborations resulting in +7000 app downloads in 2.5 years• Streamlined operations through outsourcing product production, apps’ technical development, content marketing creation and online advertising -> Globally distributed partners were located in Sweden, Georgia, Philippines and Australia

Tele2 is a Swedish telecom operator with 9000 employees servicing 17 million customers in 7 European countries. After the Tele2 group-wide CX Value Champion program rollout, a subsequent Tele2 group-wide Challenger Program was launched. It focused on productivity increases by simplifying the way Tele2 interacts with customers and by consolidating and transforming the organisation to work even smarter and better. My role within the B2B Business Customer Delivery department during the Challenger program aimed at delivering process improvements to increase productivity while decreasing costs through outsourcing services.

• Identified the need for and anchored C-level executives' buy-in to design and execute a tailored Tele2 Continuous Improvement method 5D. It included define roles and responsibilities, facilitate CI workshops, develop tools and an interactive training program for 800 employees in the company-wide roll-out. -> The 5D Continuous Improvement method and training made all staff eager to solve customer-related problems.

• Led the process and design of a Tele2 tailor-made Customer Feedback loop program including a feasibility study, managing key stakeholders, selection and set-up of the most suitable cloud solution for automated customer life cycle and touchpoint-based online surveying. -> Implemented work processes to make the organisation act on the intelligence, hired and onboarded staff to manage it, and ensured that the IT solution was ready on time for the set Customer Feedback launch date.

• Procured and implemented a fitting CJ method by leading CX service provider for all of Tele2 Sweden’s B2C and B2B units. • Ensured key stakeholder's acceptance of the identified improvements through CJs in order to be acted upon. • Planned and facilitated cross-functional customer journeys during 8 week sessions using qualiative and quantitative research methods to identify areas for optimisation of operations and processes to enhance the customer experience. -> The CJ participants' scepticism for working systematically over 2 months with specific customer-related problems was turned into eye-opening excitement and fuelled their action-taking for improvements very well.

Assigned as internal consultant to lead the Swedish part of the Tele2 group-wide customer experience transformation program Value Champion, which included projects Customer Insight, Customer Journeys, Brand Strategy, Customer Feedback and Continuous Improvement. CX Change Management Lead: • Stakeholder management through engaging with and building collaborative relationships with C-Level executives and management within Tele2.• Quality assurance of services offered by a Tier 1 consulting company, and co-ordinate cross-functional transformational change based on customer insights. -> CX initiatives led to the employees’ mindset shift: Always think from the customers’ perspective!

Freelancer subcontracting to marketing agencies and consultancies within customer and talent insights, employer brand and consumer brand strategy and VOC in client projects to IKEA, Goldman Sachs, DHL, Tele2, Vattenfall, etc.• Client project management including design projects, proposal writing, executed qualitative research, aggregate insights and recommendations into written reports, and oral client presentations. -> Carambol had 12 returning consultancy clients within first year and profitable from start.Examples of delivered client projects: • Examine IKEA UK's employer communication among students and clients in England• In-depth qualitative knowledge of telecom company Tele2’s client segments• Employer situational analysis and brand strategies for Nordic "big four" bank Swedbank and Swedish construction company JM

Self-funded circular economy start-up with 7 employees offering customers a new end-to-end online sales service for their used furniture and goods. Sales and home delivery service via web shop, 1600 sqm store, and online classified advertising e.g. eBay and #Blocket (equivalent to Gumtree).• Managed sales and client accounts (quoting, sales campaigns and results follow-up): -> Reached first year’s turnover within Q2 in year 2 and first month of break-even within 9 months of launch. -> Attained 11% of clients returning within one year for 2nd or 3rd round of sales assistance. • Organised personnel including defined roles, recruited, trained and coached part-time staff in day-to-day operations. -> Recruited and trained 6 inexperienced young staff and 1 long-term unemployed.• Developed online and offline marketing, store communication and PR. -> Positive media coverage 5 times in Swedish national financial media e.g. Dagens Industri and Entreprenör.

Universum is a leading global employer branding agency offering employer rankings, talent insights and advisory servicesto top employers.• Designed and developed an online resume data base and network of freelance consultants including concept development, data base design, create webpage and advertise to attract candidates to apply. -> The CV data base Satellite had 200 registered freelancers within 2 weeks of launch (goal 50 persons).

• Managed department’s revenue from Employer Branding custom-made consultancy projects and business results (utilisation rate and billing rate): -> 20 national / international client projects (incl. 7 repeat clients) were sold and delivered with at total profit margin of 30%.• Organised project staffing, led development of advisory services and working methods, conducted quality assurance of project deliveries and coached 5 project managers in parallel client projects.

• Conducted employer branding project management and client relations with new and established English-speaking clients incl. project design, proposal writing, execute qualitative research, analysis, report writing and oral client presentations. -> Successfully meeting project deadlines as Process Manager during a 6-months full-time Goldman Sachs client project including coordinating 35 team members operating simultaneously in the US, Asia and Europe.

• Production of IKEAS’s first ever web site in the UK (www.ikea.co.uk) within 2 months together with website developer Framfab. • Tested functionality, produced product content and developed internal marketing material to all IKEA UK staff before its launch.

• Optimized the department’s sales and financial performance at the IKEA Croydon store so that the sales of +200 products increased by 16% (store’s average 11%) resulting in turnover 10,1 million AUD while also setting-up another temporary sales department.• Recruited and managed 5 sales staff’s day-to-day operations and reduced their absence rates to 3% (store’s average 6%).

• Developed business strategy and plan for a temporary sales department with a range of +200 outdoor products with a turnover of 1,2 million AUD resulting in m2 sales increased by +250% despite 38% less manpower hours. • Recruited and trained 4 new staff and managed set-up, daily operations and close-down at the season's end.

• Selected to IKEA International’s trainee program Business Leaders of the Future including 20 courses in leadership, commerce and HR related topics. • Managed 10 staff in furniture showroom as Area Supervisor and then After Sales Manager in Customer Services with 6 staff. -> Promoted to Department Manager as the first trainee within the group in less than a year. -> Project manager during 6 months of a highly successful internal communications project.

EF offer educational tours for high school classes who travel abroad with their teachers.Planning, purchasing and follow-up on issues related to transportation services delivered by bus and ferry suppliers in France and Belgium for EF Cultural Tours

Client and supply chain management of upholstery suppliers in France, Belgium, Switzerland and Spain, which involved planning logistics and quality assurance of deliveries from these suppliers to the French IKEA stores

Telia, Sweden's largest telecom operator, was the national main sponsor during the World Championship in Athletics in Gothenburg 1995.Production and quality assurance of print ads with an advertising agency, set-up of public service stands, planning a market research study and ensuring that sponsor rights were adhered to.