Achievement: Successful Rollout of Call Centre Phone System (Talkdesk): Reviewed organisational and team requirements with vendors assessing various solutions, negotiating a resolution and recommending a product that will save up to 100% per month by the end of the 24-month agreement, whilst maximising efficiency. Planned and managed all facets of the onboarding process with relevant stakeholders including communication management, writing knowledge manuals, scheduling and presenting user training, technical onboarding, development of processes and procedures, product testing and liaising with the losing provider. Newly integrated software saves each team member approximately 10 hours per week or $19,000 in efficienciesResponsibilities:: Responsible for identifying opportunities for business efficiencies including a major software upgrade requirement via staff interviews. Obtained C-Suite buy in and resources, that will allow the business to scale at a more rapid rate, improve staff efficiency and work satisfaction and reduce customer complaints and frustrations. Whilst the project is in development the strategy will shift towards process mapping and staff training before implementation. : Managing all aspects of the organisation upgrade from Salesforce Classic to Salesforce Lightning including staff buy in, business communication and training, responding to staff requests for changes and ongoing review of processes and procedures, resulting in approximately $25,000 per month saving in efficiencies. : Coordinating the squad, timeline planning, project documentation in Confluence, recording of decisions and actions, lodging tickets in Jira and complete follow up with all stakeholders to ensure completion of the project to schedule.

Achievement: : Managing the relocation of the organisation to new premises including scoping out requirements, reviewing potential alternatives, furniture purchases, logistics for the move and all staff communication to ensure a happy and smooth transition for the staff. Responsibilities:: Supporting the new CEO and senior management team in analysing business needs, developing and implementing solutions to ensure the growth of the business and a positive staff experience. : Ongoing monitoring of the staff experience within the office and ways culture and appreciation could be developed and expressed including organising regular staff meetings, monthly staff town halls, bi-monthly business development meeting (including external venues, catering and accommodation) and the staff Christmas party including purchasing and distributing Christmas gifts for staff and contractors.: Reviewing the staff onboarding experience to include procedures regarding purchasing and preparing any required technology, scheduling training, preparing contracts, ensuring all relevant paperwork is completed, collected and stored appropriately.: Developing an experience for shareholders that provided consistency, warmth, recognition and ensured their enquiries were monitored, recorded and actioned on a timely basis including regular shareholder updates and collating shareholder documents. : Precise calendar management, liaising with potential investors, government representatives, the board, other external parties and internal stakeholders.: Process and documentation preparation within Powerpoint and Excel to collate, edit and distribute the board packs, associated action items and agendas for the monthly board meeting. : Responsible for the day to day running of the office including, warmly greeting visitors and contractors to the office, all office related purchases, selecting providers, liaising with IT on any issues and staff amenities.

Achievement:With a 2 day handover, I stepped into a role, supporting a team of 8 asset managers anwith their complex administrative requirement. This included extensive document preparation for a critical asset sale, with very tight deadlines. Responsibilities:• Refining administration procedures to improve efficiencies and writing associated how-to guides • Working with the accounts and finance team to ensure efficient processing of invoices for multiple suppliers, via multiple entities and responding to their enquiries via various systems. This included reviewing the processes to improve efficiencies within the process. • Creating and managing relationships with legal teams and property/facilities managers to ensure the timely preparation of documents and management of timelines related to asset disposals and ongoing projects. • Preparing, managing and tracking contracts and material documents for legal sign off via the relevant DOAs and POAs. • Supporting the asset managers with e-mail communication and enquiries, allowing them to attend to higher priorities. • General administration including correspondence, expense preparation, credit card reconciliation, etc.

Achievement: Engaged to streamline the accounts process and improve cash flow. Aged debtors of 90+days was reduced from 12% to 2% within 8 weeks, as a direct result of the processes that I implemented. Responsibilities:• Reviewing the current accounts system and improve processes to reduce outstanding debtors, improve efficiencies and monitor the referral system. • Improving the timeliness with which completed work was invoiced by managing and reviewing WIP regularly. • Providing administrative support to the Company Director, reducing his hours in the office and allowing him to focus on generating and securing new business. • Maintaining an overview of the business, and current and incoming work, allowing for improved scheduling of staff which prevented an over commitment of resources. • Attending potential customer meetings to determine their marketing requirements and preparing successful proposals to convert to clients.• Creating templates and other administrative documents that streamline business processes and set out clear terms of business with clients. • Communicating complex marketing and technical processes to clients in a manner that they understand and feel comfortable in investing in.

Achievement: I successfully managed the redevelopment of the company website and its transition from a Wordpress platform to inbound marketing platform, Hubspot. Responsibilities• Creation of content for the PCG website. This includes project information and blog posts. Consideration was given to client personas and how to translate technical, property, terminology into easy to understand information. Key words and phrases were integrated to maximise Search Engine Optimisation. • Organisational SWOT analysis via stakeholder questionnaires with employees. • I was heavily involved in the preparation of information for project submissions, ensuring tailored responses to the key criteria outlined within any RFPs for tenant representation, interior design and construction management services.• Management of project photo shoots, including selection of shots for social media and printed brochures.• Ongoing posts to company social media pages with the intent of presenting the organisation as an expert in the field and driving traffic to the company website (Linked In, Twitter, Instagram).• Assisted the company directors with various administration tasks including preparing client presentations within Powerpoint, formal contract documentation and correspondence, travel bookings and scheduling meetings.

As Australia’s leading independent cruise services provider, Shoretours.com.au has the extras you need for a successful cruise when cruising Australia and NZ. • Independent Shore Tours and Shore Excursions -We have gathered independent tour operators who offer smaller, more personalised tours of Australian and New Zealand ports. Our partners know that time is limited and share their passion in plenty of time to deliver you safely back to your ship. • Pre and Post Cruise Tours and Accommodation - Spending a few days in port pre or post cruise? Our easy packages allow you to incorporate accommodation with exploring the city and seeing the highlights in a short period of time. We have family, budget, medium and luxury options available for Auckland, Sydney, Melboure, Cairns, Gold Coast, Brisbane and Fremantle. •Transfers to Cruise Terminals, Accommodation and Airports – A smooth transition from ship to shore is vital for a stress-free cruise. Private transfers are available in all embarkation and debarkation ports including Sydney, Melbourne, Brisbane and Fremantle. •Groups & Incentives - With our experience we help travel agents and corporate organisations organise a cruise with a difference. From small intimate experiences to large groups, we can assist in creating on board activities to port tours and excursions especially crafted to your guests and your needs. As owner, my role is to form successful partnerships with agencies wishing to extend their services to their clients, find reliable passionate tour operators who love to take care of their guests, provide excellent customer service so that any options with Shoretours.com.au enhance a cruise vacation as well as prepare and implement strategy, marketing and administration designed to fulfil the goals of the business.My extensive hospitality, cruise and tourism experience in combination with my local port contacts allows Shoretours.com.au to provide unique and personalised port experiences.

Achievement: Transformed the hotel telecommunications department to a centralised guest services call centre for the largest hotel in Australia, expediting client requests and improving the operational efficiency of all departments including housekeeping, concierge, reservations, room service and restaurant reservations. Responsibilities:: Managing and supporting a team of up to 14 people to provide the best customer service available. This included ensuring resources the team required were available, regular goal setting and performance reviews, staff meetings, cross training, and creating an environment were the team enjoyed their work and were empowered to make autonomous decisions to make our customers happy. : Liaising with multiple department heads in the planning and development of new systems and protocols based on best business practices to maximise operational efficiencies.: Applied an empathetic and patient mindset when discussing issues raised by guests to achieve consensus, resolve issues diplomatically and maintain guest loyalty while balancing the financial needs of the business.: Introduced new polices and procedures as required to improve service levels and efficiencies including, co-creating and implementing new policies, procedures and frameworks that streamlined the logging of guest inquiries and complaints, ensuring a resolution was followed through to the end and minimised errors and inefficiencies across the organisation

Achievement: Rapidly advanced to Guest Services Trainer after capturing attention from management and trainees for exceptional leadership, teamwork facilitation and demonstrated commitment.Responsibilities;: Charged with overseeing 14 staff and the CRM of open guest cases for up to 2,400 passengers at any given time.: Worked directly with department heads to ensure timely resolutions of issues.: Managed multiple administrative activities including extensive documentation with US Customs & Immigration authorities for port arrival/departure, arranging accommodations for guests with special physical needs, creating staff schedules and managing bank reconciliations.: Directed and led the monthly Guest Services Training Program to onboard 14 new hires, training and educating new staff on company standards and regulations, health and safety, and guest relations best practices.: Wrote and circulated a comprehensive training manual focused on guest services and policies that was adopted and distributed fleet-wide across 22 ships.