Cindy Lee Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Assist in driving Head Start Home’s mission in supporting traditionally excluded people seek home ownership. Engage with clients to understand their home ownership aspirations and provide access to the Empowerment Products and Services offered by Head Start Homes to support them in their home ownership journey.Support the implementation of Client Success Homeownership Programs.Assist the Chief of Client Success in leading and managing the team.

Australia

Manager of the Contractor Management Solutions Team, responsible for the service delivery of the end-to-end onboarding and offboarding of candidates for Rio Tinto Australia and Singapore.Distributed workload to the Contractor Management Solutions (CMS) Team and monitored the status of all onboarding candidates, ensuring they were onboarded in an efficient and timely manner.Disseminated policy and process information and coordinated training for the CMS Team.Managed team escalations.Assisted the team with onboarding candidates ensuring all compliance requirements were met.Liaised regularly with the MSP division and provided onboarding status updates of candidates.

Sydney, New South Wales, Australia

Responsible for driving a culture of continuous improvement across Defence Force Recruiting ensuring systems and frameworks are developed in line with best practice principles to enhance the end-to-end candidate experience.Developed and implemented new processes and procedures to streamline and improve customer service/candidate experience and operational practices. Partnered with functional areas and facilitated continuous improvement initiatives to codesign efficient operational management practices and processes. Supported the business to build their capabilities to drive and sustain change by up skilling their methods, tools and capabilities.Key Achievements: Project managed the successful implementation of the new candidate call flow designs on Genesys Cloud (contact centre platform) to support the service delivery model changes. This project was delivered ahead of schedule and to business requirements. Conducted business analysis and authored the approved Business Requirements Document.Successfully coordinated project deliverables with Operations, Training and Reporting teams.

Sydney, New South Wales, Australia

Provided project management and support services for business improvement projects, DFR retender project and project portfolio management.Assisted the Business Transformation General Manager track and report on major business projects as part of DFR project portfolio management.Performed project closure tasks ensuring all project artifacts and financials were delivered, finalised and approved.Coordinated Steering Group meetings.Provided support for the ICT Transition project; managed over 700 technical documentation for handover to Adecco (the new DFR recruitment service provider), ensuring DFR’s Information Management team and technology vendors provided relevant and current versions of ICT documentation. Provisioned systems access for Adecco staff for knowledge transfer workshops.Key Achievements: Project team member responsible for successfully delivering the new IT service request platform ‘ServiceNow’.Successfully reconciled financials for remaining business transformation projects, ensuring milestone payments were approved by Defence. Successfully sourced current and relevant technical documentation for ICT transition, to schedule.

Sydney, New South Wales, Australia

Provided program coordination for major business transformation projects to enhance the customer engagement platform and integration with the candidate management system.I monitored the project schedule, budget and activities. Interfaced between project teams, stakeholders and vendors; provided operational, financial and strategic support and business related advisory services to the project. Identified and communicated potential issues / risks to Project Managers and the Program Director. Developed project and board reports. Maintained the project sites including project artefacts (schedules, project management plan, risk, issues and benefits registers). Coordinated project meetings, workshops, and user acceptance testing sessions. On boarded / Off boarded project staff. Processed project invoices. Released project papers (agendas, reports) and wrote meeting minutes. Key achievements: Coordinated the successful delivery of Genesys Cloud to keyfunctional groups within budget and project timelines. Undertook higher duties in project management and business analysis for the integration between Genesys Cloud and the candidate management systems.

Sydney, New South Wales, Australia

Requested by DFR senior management to provide project support for the final months of the MPG DFR tender project, producing the correct graphics for tender documentation. Interfaced with business leads and graphics teams to ensure that all graphical content for DFR tender documentation was accurate i.e., information presented, version, colours and size. Established workflow processes for the project and graphics teams to progress graphics from development to print stage.Established the graphics repositories in SharePoint.Key Achievements: successfully delivered 200+ graphics for the MPG DFR tender documentation, to stakeholder requirements.Successfully collaborated with project stakeholders to deliver the graphics to project schedule.Successfully established effective workflows for graphics production in a short period of time.

Melbourne, Victoria, Australia

Provided end to end business analysis for the implementation of Genesys Cloud technology for the candidate engagement project.I coordinated and facilitated requirements elicitation sessions (workshops, interviews and meetings) with functional managers and user groups. Analysed and documented business and functional requirements. Created test plans and test cases. Conducted User Acceptance Testing. Provided post deployment support to Operations’ teams; generated user performance reports, and provided findings and recommendations to senior management.I was responsible for delivering a new online chat service to support candidate' engagement with the DFR application process.Key achievements: Successfully delivered Genesys Cloud and online chat, as part of the first Candidate Engagement Project, and delivered the business case for phase 2 of the project.

Melbourne, Australia

Responsible for leading the Policy & Process division at Melbourne HQ, conducting business analysis and facilitating policy/process changes across multi-functional units in 17 business centres nationwide. I provided policy/process subject matter expertise to stakeholders (including senior management and Defence members). Analysed policy/process change requests; assessed functional area impacts to workflows and systems, gathered business requirements for policy/process formulation, design and implementation. Administered +500 policy/procedure documents governing the recruitment practices of DFR staff. Supervised and managed the day to day activities and outputs of Policy & Process Analysts.Key achievements: recognised for my high performance and achievements as a ‘Policy and Process Analyst’, the senior role was created for my promotion. Delivered the first Indigenous pathways procedure.

Melbourne, Australia

Formulated policies and procedures for DFR staff implementation. Administered recruiting documentation on DFR's business management system, and was involved in business improvement projects. Key achievements: Led and successfully delivered the Document Enhancement project, bringing 350+ core recruitment documentation to currency. Established the new document review portal and document review process. Project team member responsible for upgrading DFR's Business Management System. Independently migrated and reorganised +1500 recruiting documents onto the new business management system.Multiple business awards received for 'Knowledge Expert' and 'Services Support Champion'.

Melbourne, Australia

Part of DFR's Operations division - Candidate Relationship Management Centre (CRMC), I was an SME of CRMC's workflows and ADF product knowledge. Oversaw all stakeholder communications, ensuring quality practices were performed by CRMC staff. Conducted daily allocations of Candidates ADF applications to Case Management teams.

Melbourne

I was responsible for the management and progression of +300 candidate applications for the ADF. Provided exceptional candidate care through regular contact, provision of up to date job information and cross selling jobs. Performed 2nd in charge duties to the the Team Manager.

Melbourne, Australia

Part of the Call Quality Team for the AGL contract, this role was specially created for me to provide individual call coaching sessions to all Customer Service Representatives (CSR) to improve the overall service quality levels.

Melbourne

A CSR on the AGL contract, promoting and selling AGL products to prospective and existing customers. Handled billing and account enquiries, processed connection/disconnection orders and consistently managed and resolved customer complaints as per the 1 call resolution policy.Key achievements: Promoted to the Call Quality Coach position. Recognised as the 1st CSR to achieve 100% in call quality scores (twice) in the history of UCMS and AGL.My calls were used for training purposes.

Seoul, South Korea

Whilst living in Seoul, undertaking Korean language studies and learning about my cultural heritage, I worked full time teaching English to students enrolled at 'Sky' language institute. I provided English language lessons in conversation, writing and reading to students aged between 4 - 16 years. I was also involved in developing the English department's curriculum.

Seoul, South Korea

Provided private English tuition to professionals, university and school students in conversation, reading and comprehension. Prepared and coached professionals in developing effective interviewing skills for national and international job interviews.

Whilst completing my post graduate studies in Communications (Film & Video production), I worked in homeware retail sourcing products, merchandising, staff training and supervision, inventory duties and accounting.

Sydney, Australia

I provided Youth Work services to young persons aged between 15-18 years residing at Wyatt Lodge Youth Refuge via casework, counselling and facilitating education sessions promoting independent living skills (i.e. communication skills, conflict resolution, budgeting, cooking). Key achievements: Promoted to the interim Youth Refuge Manager role after 3 months of employment.Acknowledged by the Youth Refuge Manager as being one of the most outstanding Youth workers she's encountered in her 15 years in the youth sector.

Bachelor Of Social Work, Social Work

Graduate Diploma In Communication, Communication, Distinction