Emma Cooper Email & Phone Number

Mascot, Australia

• Conducted interviews and inception workshops with key business users to collect information on business processes and user requirements.
• Developed conceptual designs and specifications for usability, performance, and functionality for our internally created web applications based on our company’s strategic objectives.
• Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
• Reviewed files, records, and other documents to obtain business information and key data informing responses to development requests.
• Synthesized current business intelligence data to produce Power BI reports and polished PowerPoint presentations, highlighting findings and recommending changes.
• Mapped current business and operational processes and recommended areas for improvement.

Mascot, Australia

• Lead a team of four Administrators and two Analyst within our Operations team.
• Successfully became a team leader within the first year of becoming a member of the Operations team.
• Within the first year of leading the team, our SLA target performance improved from 60% to 80% and the team’s engagement score improved from 70% to 85% overall.
• Within the second year of leadership, the teams SLA target scores improved again from 80% to 90% and the overall team engagement improved to 100% from the previous 85%.
• Built an inner department mentoring program which promoted three Administrators into Analyst roles within the Pricing team.
• Drove process improvements and the creation of standard operating practice documentation.

Mascot, Australia

• Collaborated with the Pricing Development team to create an efficient contract pricing tool and process.
• Incorporated my attention to detail skill when completing customer rebate calculations and payment forms.
• Escalated processes to the Pricing Management team that either did not work or were bound by unnecessary red tape.
• Motivated my peers in completing tasks within the required SLA’s.
• Built templates that sped up processes and shared these amongst the team.

• Effectively communicated with my stakeholders and managed their expectations particularly in peak reporting seasons.
• Created standard operating process documentation.
• Developed training material and delivered the content in session to my fellow peers.
• Collaborated with team members as assisted with reporting for other departments.
• Seconded to work in a high spending customer to provide them with first-class customer services within a difficult order period.
• Designed better business practices and service methods for the support team to follow.

Mascot, New South Wales, Australia

• Started with the business as a Receptionist for the Customer Service section of the business and very soon after starting also completed the internal SLA report cards for Customer Service Management.
• Promoted to a Data process role within the team within a year of joining.
• Hold the record for the highest completed customer requests in one day.
• Created process improvements with the team gaining benefit through the efficiencies of these processes.
• Developed and pitched an idea for two administration functions to be cut down to one and provided feedback on how this could be implemented.
• Applied for and was chosen to be the Customer Mania ambassador. This honour allowed me to presented target-orientated achievement awards as well as peer-nominated certificates within the company quarterly town halls.