Emma Hail Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

A role comprising elements of Executive Assistance, Office Management and Project Coordination. Key achievements include:Culture Cultivation: Actively supported strategy development, creating an employee handbook aligning with the company's vision. Orchestrated organisation-wide events fostering collaboration, communication, and enhancing overall productivity.Project Coordination and Structure Implementation: Implemented a standardised project management structure, supporting cross-functional projects and ensuring the efficient tracking of deliverables. Documented policies and procedures, rectified legacy issues, and established formal processes for enhanced clarity and accountability.Business Expansion and Restructuring Support: Successfully supported the integration of acquired businesses, ensuring a seamless transition and alignment with organisational standards. Led efforts in restructuring, improving processes, and implementing automations to navigate staff reductions.Finance and Accounting Expertise: Ensured accuracy in payroll, supported reconciliation efforts, and introduced streamlined systems when bringing accounting tasks in-house, significantly improving efficiency.Compliance and Quality Management: Led the organisation to Certification in ISO 9001:Quality, ISO 45001:Safety and ISO 14001:Environment as the IMS Manager. Continually supported system growth and ensured adherence to regulatory standards, including ASQA compliance in an RTO setting.

Melbourne, Victoria, Australia

City Of Melbourne, Victoria, Australia

In this role I developed systems and compliance monitoring tools that ensured NTV was compliant with the Human Resource elements of the DHHS: HSS (Department of Human Services Standards- Victoria) and The ASES (Australian Service Excellence Standards).This role led me to become involved in a number of other aspects of the HR function including the recruitment and onboarding of new staff, monitoring completion of mandatory training, in particular COVID training in line with our COVID Safe Plan, and other ad hoc tasks to support the HR Manager, Quality Partner and COO.

City Of Melbourne, Victoria, Australia

Providing administrative support to the Infrastructure Renewals team, in particular the Head of Department and Discipline Managers.Documenting meetings in the form of minutes and following up on any actions raised.Raising Purchase Orders for goods and services, communicating directly with external providers.Liaising with other administrative staff and departments across the organisation to resolve any issues and obtain any required information.Creating reports and dashboards to display progress on works being carried out in occupations.Involved in ensuring all employees had adequate systems access and equipment when WFH regulations regarding COVID-19 were implemented.

Fulfilled tasks across all areas of the branch as required by management to contribute to a smooth running branch. Including; cashiering, customer complaints, working collaboratively with colleagues and welcome desk duties. Undertook accreditation training to allow me to conduct customer meetings and enhance my abilities to help meet customer needs

Joined this team on secondment to support new developments in how we can support vulnerable customers who have additional tailored support needs. I was responsible for signing off User Acceptance Testing for a new customer indicator which would make staff aware of any additional needs a customer had made us aware of. Involved in the creation of training materials and providing a branch partner perspective for how these would be received. Undertook analysis on data currently held which may signify vulnerabilities in customers.

I was seconded to this role within Customer Relations to support resolution of customer complaints. This was during a period where a higher volume of complaints were being received and the team I was working for was created to use the knowledge we already had from our current roles to investigate complaints, understand the root cause and assist the customer in resolving the issue, if still outstanding, where possible. This involved communicating with customers to clarify points made in the original complaint or gathering further information to fill in any blanks which would enable us to resolve their issue and also liaising with other departments to assist in resolving the customers issues or hand things off to specialist teams where applicable. An important aspect of this role was identifying any vulnerable customers to ensure they were given adequate levels of support and their complaints dealt with as a priority.

Scotland

In this role I promoted and supported relations between the organisation and trade union through a period of transformational change. Spread awareness and directed staff to support across the Scotland network, comprised of 122 branches and head office sites. Built positive working relationships with management and staff. Worked independently, managing my own schedule, ensuring I kept accurate diary records as due to the geographical patch covered I had to ensure I kept my promise of regular return visits. Presented to departmental meetings within the head office sites in order to maintain engagement.

Scotland

Supporting the Network Team, particularly the Network Performance Manager, by producing a suite of accurate and timely Management Information enabling them to make informed decisions about performance at a local and national level. Assisting in planning, organising and execution of meetings and conferences. Working collaboratively to ensure effective outcomes and maintain a support network. Assist project teams with rollout, acting as a point of contact for the Network, proving support where required to ensure timely and efficient landing of deliverables. Developing relationships with contacts across various business areas to establish a support network. Deputise for the Network Directors Assistant when required. Managing the learning and development of a national cohort of Apprentices from the Branch Network, liaising closely with HR, external learning providers and their line managers within the branches to support their learning and provide additional support where required.

Glasgow, United Kingdom

Customer facing cashier role in busy city centre branch. Part time work while studying at school and University.

I completed a summer placement in the Logistics Department where I developed an understanding of the logistics function for one of their main clients, Diageo. It allowed me to put into practice theory obtained in Supply Chain modules from my studies. My main roles were data collection and analysis, producing reports and conducting analysis on how to optimise this network.