• Provided advice and support to the general public relating to COVID-19 inquiries through responding to inbound and outbound calls• Maintaining Salesforce CRM through ensuring documentation of each service request and results• Developed services knowledge through consistent learning in a reactive and fast-paced environment• Attended training and daily huddle ensuring actions in line with the team manner

Responsibilities• Conducted ongoing workflow automation modeling(e.g.documentation management)through learningabout the student management system and requirements in the business• Provided system support and recommendations through consultation with stakeholders• Identified system issues and developed approaches to managing service requests• Facilitated workshops ensuring key stakeholders be informed on the project deliverables

• Assessed and provided pre-approval of crossing the border to the general public on a general CRM platform • Identified potential crisis and provided consistent advice

Achievements• Market research projects include: i) Identified pricing optimisation opportunity in ferry service industry ii) Assessed brand awareness of a leading convenience retailer’s newly-launched coffee product iii) Surveyed Adelaide city visitors’ demographics and purpose of visit iv) Assessed business owners’ satisfaction with Darwin’s urban construction and public services• 7 out of 10 response rates out of pedestrians interviewed through quickly developing trust and rapport with them• Completed 3 questionnaires per hour (higher than the team’s average of 2.5 questionnaires per hour)• Won the Most Improved Prize within the third week of joining the agency, primarily for improvement in data collection rateResponsibilities• Conducted interviews with pedestrians or targeted groups through fieldwork or phone survey• Planned market research approach, including targeted interview spots, brainstorm sessions, itinerary optimisation and team coordination• Attended market research interview training, including simulating different scenarios• Discussed opportunities to optimise interview approach (e.g. expansion of interview area)

An university project about proposing system migration suggestions and solutions for the organisation to realise the ability of visualise and analysis data of different types across different systems.• Identified problems (e.g. Error rates, inconsistency, security) existing in the legacy system• Documented detailed business requirements and translated to the technical plan• Analysed proposed system - an automated data-driven decision-making platform that integrates datafrom different sources so as to improve production efficiency and better decision-making• Put forward suggestions on middleware, data platform, data exchange standards, as well as advice andreasons on security measures, network infrastructure, and visualisation tools (e.g. PowerBI)• Carried out a cost-benefit analysis of proposed systemIdentified problems (e.g. Error rates, inconsistency, security) existing in the legacy system• Documented detailed business requirements and translated to the technical plan• Analysed proposed system - an automated data-driven decision-making platform that integrates datafrom different sources so as to improve production efficiency and better decision-making• Put forward suggestions on middleware, data platform, data exchange standards, as well as advice andreasons on security measures, network infrastructure, and visualisation tools (e.g. PowerBI)• Carried out a cost-benefit analysis of proposed system

ERP Transformation ProjectProject objective: Develop simplified interface aggregating information across fragmented business systems within the GroupMilestone/project achievements• Assisted with documenting a total of 273 core processes, provided inputs on high-level system purpose and functionalities in the “Discovery” phase across multiple workshops• ‘Future-proofed’ the system built by identifying further system capabilities required beyond the scope of this project and ensuring current system build includes flexibility to achieve those• Reduced end-to-end payments (and linked processes) cycle time from 4 weeks to 3 days through implementing multi-platform system access through a cloud-based solution, accessible via computer, mobile, and tablets• Improved staffing transparency across key functions, resulting in reduced staffing conflictResponsibilities• Gathered business requirements for the system built (e.g. Group’s payment processing requirements)• Performed user acceptance test for the newly built platform, including proposing improvement points• Facilitated training for new system users• Reconciliation of Capex and operating expenses data post data migration• Workforce planning for the finance and operations function through (i) interviewing key stakeholders from the Group and 51 affiliates regarding internal staffing needs and capabilities; and (ii) collecting and analysing key datapoints to assess ‘overload’ risks and propose mitigating strategies

Responsibilities• Prepared proposed funding purpose and allocation for the Group’s foreign investment business cases • Analysed and reported fund usage to support preparing Group's periodic budgets• Facilitated large scale payments within compressed timelines

Responsibilities• Prepared monthly funds usage plan as well as the reconciliation of Capex and operating expenses• Managed request for proposal (RFP) process for large-scale asset procurements, engaged in asset accounting (e.g. ensuring initial amount and depreciation of equipment)• Prepared management reports and analysis of each project’s profitability, including key cost items and KPIs

Participated in several annual audit projects, sorted out and archived audit worksheets, checked the general ledger, subsidiary ledger, vouchers and fixed asset summaries;Assisted the auditors to refine data and work out the audit report.