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.• Assigned tasks to associates, staffed projects and updated all involved parties to enhance optimal business flow.• Met with stakeholders on a regular basis to establish favourable business relationships and support mutually beneficial interests.• Applied honed problem-solving skills to analyse and resolve issues impacting business operations and goal achievement.•Created a centralised learning site within SharePoint (including video tutorials, and eLearning guides), upon identifying a gap within the induction of new pricing members.•Create the technical training curriculum for the Pricing Department each year.•Experimented with the 4L’s play with my peers when standard Retrospectives were delivering the same results and actions.•Engaged with Sales Management to deliver web applications, which encourages Sales representatives to use these self-service tools, but employs profitability guardrails.•Partner with the Sales Training department, to develop training material for the pricing applications created by the Pricing Development team.•Built and rebuilt the current scrum framework that is employed by the team, and coached them on applying a positive agile mindset.

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.•Partnered with Sales Management to build workflows and standard lead times for the teams to request and complete administrative tasks.•Encouraged my team to question the status quo and processes that were being completed and promoted this practice with my peers.•Collaborated with Finance and Sales Management in the development of a back to school pilot program.

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.•Assisted the Sales team in the retention of three high profile (and high revenue) accounts.•Encouraged and created fun end of year awards the support team could present to the Sales team.•Developed and pitched an idea to Sales Management for the company to create a Reporting function.

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.