I am the Owner and Director of Imaginarium, a Photography & Design Studio based in Fitzroy. I provide customised design services and solutions to a variety of clients, ranging from individuals and sole-traders through to large corporations. Depending on my clients' needs, this may involve one or more of the following:• Commercial photography – create visually engaging images and video that is developed to maximise the appeal to the client’s specific target audience whilst also reinforcing the overall brand message being curated and broadcast. • Social Media Management and Online Community Management - I know how to leverage social media channels to help my clients reach the right audiences. I administrate the creation and publishing of relevant, original, high-quality content, and ensure all social communications are consistent and accurately reflect the client's brand and online persona/tone of voice.• User Experience Design – adopting a user-centered approach to design allowed clients to grasp the concept easily with no prior UX experience. By demonstrating the significance of a user’s experience clients learnt to appreciate the ‘customer viewpoint’ as an ongoing process, which in turned helped my clients to better understand their own customers and build empathy. • Website design, consultation and implementation – optimizing information architecture, researching and mapping user journeys and helping my clients interpret and understand the customer’s behavior better. Lastly, reviewing analytics and feedback from end users helps validate the project’s success. • Collaborating with clients to develop Brand Style Guides with emphasis on colour theory guidelines demonstrated how to use colours to create emotional interactions, whilst the development of customer personas allowed many clients to get a clearer understanding of their different customer segments and their goals and desires.

- Drive online engagement through multiple online channels. - Advise on usability and design challenges and provide solutions that meet the requirements of a diverse customer base. - provide photographic, UX and design expertise for the construction of the business directory website. - Strategic planning to ensure that organisation continues to align with its core values and objectives as it goes through a rapid growth and expansion period. - networking with other community groups in order to provide mutual support to each other and continue building awareness of AQBN. - Develop training material that supports all group members to develop necessary skills to help their own businesses succeed.

As a Hancock Creative Mentor, I help not-for-profits and social enterprises understand the potentials of social media through more effective storytelling. Mentoring means teaching you the skills required to amplify your impact by building engaged online communities of fans while maximising resources and budget constraints. Mentors are responsible for working hands-on with Hancock Creative clients, and ensuring those clients are supported to achieve measurable outcomes. Mentors are thought leaders in social media and digital storytelling, and their key objective is to walk clients by the hand through the process of implementing Hancock Creative programs’ education and achieving measurable outcomes.

KEY RESPONSIBILITIES:- Drive customer engagement through social channels (social media and online chat) that resulted in significant sentiment uplift. - Manage the social media release schedule and communicate results with stakeholders.- Script responses to social queries, support Customer Service community management and ensure guidelines are up to date.- Developing creative marketing strategies to help drive customer awareness, acquisition, retention and referrals.- Team leadership and mentoring - develop a leading social customer service team to assist and engage with our existing customers and take ownership their work to provide brilliant results. - Proactively address customer pain points through social media posting to eliminate call volumes and lower operating costs for the business.

KEY RESPONSIBILITIES- Executing interaction and visual designs as part of a multi-discipline team for business units including online, retail, enterprise and contact centres, and address the challenges and opportunities specific to each group.- Identify key gaps in online end-to-end processes and develop plans to digitise and provide seamless, cross-channel customer experiences. - Collaborating with Designers and Developers to create intuitive, user-friendly customer interactions.- Provide usability experience on various projects to influence the final product outcome to ensure it meets the user requirements of the targeted customer groups. - Conduct in-depth, continuous customer research to identify customer behaviour trends and feed this information back into our digital development strategy to ensure that projects keep aligned with customer needs. - Create personas through user research and data.- Continuously undertake industry research to determine what technological, social and environmental changes will influence our retail environment, and look for ways to incorporate new ideas into the business to continue leading the market in retail/digital development.- Provide feedback to the business on the customer experience of concept products and technology so that they can be adjusted, discontinued and/or rolled out to the wider retail network.- Oversee and sign off on communication design for materials to be used in the Telstra Retail environment to ensure it meets stakeholder needs without compromising the message we want to deliver to customers to elicit the desired response. - Develop wireframes and working prototypes to translate business concepts into manageable user experience design outcomes.

Telstra Digital is responsible for all aspects of design, engineering, architecture, construction and operation of Telstra’s internet based products and services and customer networks and devices, such as the 24x7 native apps.The Telstra Apps Delivery team consists of expert developers, as well as a product team consisting of user experience and business analysis experts. I lead the product team managing the product backlog, complex stakeholder relationships and pressing deadlines.KEY RESPONSIBILITIES- Lead the releases for the native development teams and have responsibility for successful market releases- Mangage stakeholders to secure buy-in and drive critical analysis to support decision making- Shape business requirements into solutions that address business needs while championing this highest quality of customer experience- Have ownership of delivering to support shared KPI’s- Actively identify new opportunities to increase engagement within the suite to drive purchasing, activation and/or servicing

Developed, managed and executed various projects including product, offer and campaign launches, financial feasibility studies, customer value reporting and development and product ownership and development.Graduate roles included:- Telstra Enterprise & Government, - Service Management Assistant/CVA lead- Go to Market - Governance and Feasibility Lead- Telstra Marketing, Chief Technology Office - Innovation Business Analyst- Telstra Digital - Business Analyst/Product Owner

This position requires the management of work requests across 70 staff and 5 service desks serving government and corporate customers. A high level of customer service and interpersonal skills are required in this role to meet the needs of various internal and external stakeholders and to build ongoing relationships.