@spent.bakeryBaked goods made from brewery by-products of spent grain and wort.

Senior Business Analyst - Enterprise Technology Delivery, Everyday Banking Product & OperationsDelivery of internal and customer-facing technology features in cross-functional teams across 8 business units:CX improvement, process improvement, data-driven solutioning, defining requirements, product delivery, scaling:• Analysed top customer call drivers to the contact centre and led data-driven initiatives to reduce FTE, AHT or task time via automation or process improvement.• Led automation project to improve CX and a 95% reduction in calls to frontline contact centre staff and AHT. • Drove Microsoft Dynamics CRM system uplift, operations automation and reporting to reduce agent task timeBusiness transformation, change management, data migration, decommissioning:• Facilitated workshops with stakeholders & SMEs for problem articulation, developed and prioritised Themes, Epics, and User Stories, and recommended data-centric solutions based on cost-benefit analysis.• Lead point of contact for cross-functional frontline operations teams across 8 business units during the customer migration of 600,000 customers. Elicited and documented requirements, completed change and transformation implementation, E2E testing, and deployment.Highlights:• Drove operational process development, implementation, and improvement in a major customer migration project and helped deliver over 24 projects in 2 years. • Reported directly to the Head of Transformation to launch chat functionality improving CX and efficiency to increase NPS for 18-35-year-olds. The chat function reduced top call drivers by triaging and providing customers with information via another channel and encouraging customers to use in-app self-service.

Hollard Commercial Insurance (HCi) is Hollard's wholly-owned commercial insurance business and a specialist provider of SME insurance solutions delivered through a wide distribution network of over 500 brokerages nationally.Assisted and supported the Head of Risk and Compliance in:• Project managing, coordinating, reporting, and implementing Regulatory changes within a shared budget (Unfair Contract Terms, RG 274 Product Design and Distribution Obligations, Duty not to Misrepresent, RG 78, RG 271) brought about by the Hayne Royal Commission.

Reported directly to the Head of Risk and Compliance in:• Assisting the Regulatory Guidance Specialist in legal research, review, and redrafting legal documents such as PDSs, agreements, company policies, standards, or operationalizing plans.• Coordinate and manage documents and submissions with internal stakeholders and external auditors, stakeholders, and/or regulatory bodies.• Attending and keeping abreast of regulatory changes via industry ICA and ASIC meetings.• Assist the Risk and Compliance team with other ad-hoc duties such as investigation and remediation of breaches or incidents, review of risk documents, gap analysis of current operational processes/risks, and contributing and developing suggestions for change management plans and or areas of improvement or concern.

Acted for commercial clients in a Contract and IP legal matter and was part of the gunnercooke LLP legal team in assisting victims in their claims for compensation within Lloyds Banking Group's "HBOS Reading Impaired Assets Office Review" where Professor Griggs OBE leads the Review. Acted as legal counsel in a high profile £130m commercial litigation claim for conspiracy, fraudulent misrepresentation, duress, undue influence, intimidation, extortion under colour of due process, unlawful interference with economic interest and relief under Section 140B of the Consumer Credit Act 1974. (Holyoake & Anor v Candy & Ors [2016] EWHC 3065; Holyoake & Anor v Candy & Ors [2016] EWHC 2119).• Conducted discovery, legal research, witness statements, trial preparation and evidence document bundling• Recruited and managed a team of 50 qualified lawyers and barristers, successfully reviewing 400k documents within a tight 13-week deadline• Managed and negotiated £300k+ subcontract with Cyfor for disclosure software and support and £800k+ contract with recruitment companies for our discovery team.• Managed and set up communications, Disclosure and Discovery monitoring, controlling, analysing and reporting costs, document and stakeholder management and coaching throughout the discovery process.

A Magic Circle firm, Slaughter and May is regarded as one of the most prestigious in the world and has over 1,000 employees across offices in London, Brussels, Beijing and Hong Kong. Assisted a team of associates in a high-profile £1 billion international energy arbitration (loss of earnings) with liaising between associates, arbitration preparation including evidence document management, review and delivery of legal documents such as witness statements and expert reports and conducted legal research.

iClick is a leading integrated advertising technology company in China connecting worldwide advertisers with the audience in China. Its proprietary Programmatic Marketing Platform is the first of its kind in China that truly integrates search, display, mobile and social media advertising. iClick was established in 2009, is now listed on the NASDAQ and operates in 11 locations across Asia and Europe. Operations and Event Management: Developed a comprehensive plan and concept for our Lunar New Year Event in Chinatown, London, and coordinated and managed all aspects of the event including promotional material, entertainment, food, favour bags, and interactive event activities.Campaign Management: Managed RTB campaigns and working towards pre-defined goals and optimising towards the performance of these goals; provided the EMEA sales team with research, statistics, forecasting, budgeting, monitoring data analytics and reporting for multiple concurrent campaigns to ensure campaigns are performing at optimal levels and clients have visibility into performance; liaised with internal stakeholders and departments in HK and China (Sales, Product, Ad Operations, Engineering, Finance, HR) to source required research support and managing internal resources.Streamlining Processes & Management: Established and streamlined workflow processes from pre-sales, campaign management, and post-sales support; set up the EMEA Head Office in London, establishing processes, workflow & training to support operations; Managed the troubleshooting of tracking and set-up issues with/between our XMO RTB system and the client’s systems; due diligence, reviewing and managing EMEA supplier and client contracts and identifying commercial risk.

Kemp Little LLP is a specialist law firm dedicated to technology and digital media. Established in 1997, the firm delivers expert legal advice in a pragmatic, responsive and cost-effective way via our technology-orientated practice areas. Liaised between stakeholders, managed trial preparation including evidence document management, review, proofreading and delivery of legal documents, legal research, audit and case file management and contract review in the following areas:Litigation: assisted in an Employment Law matter (restrictive covenant, team move) in the High Court with trial preparation, evidence document bundling, document review, discovery, redactions, reviewing and proofreading witness statements; top line document review for an Intellectual Property matter regarding use of name; legal research for a US insurance litigation case in the context of Hurricane Sandy.Intellectual Property: assisted in Trademark & Intellectual Property review, audit and file management; document review for an IP matter (use of name, breach of licensing contract); legal research and drafting for a PLC Intellectual Property article in regards to what one’s rights in taking down harassing and or offensive material on social media.Commercial Law: Document and contract review (novation) for the Commercial team for a large business restructure looking at outstanding obligations and liabilities.

The Al-Sweady Public Inquiry was established in 2009 to investigate the allegations that Iraqi nationals were detained after the fire fight (known as “Danny Boy”) with British soldiers in Iraq in 2004 and unlawfully killed at a British camp, while others had been mistreated at that camp and later at a detention facility in contravention of the Geneva Convention and the European Human Rights Conventions. Sir Thayne Forbes, a retired High Court judge, chairs the inquiry. The report was published and presented to Parliament in early 2015.Assisted a team of highly experienced solicitors, supporting counsels, Queen’s Counsels and the Chairman in:Oral Hearings: Prepared lengthy and complex evidence bundles for the oral hearings; completed document reviews and redactions; liaised and coordinated with each of the core participants - the Ministry of Defence, Public Interest Lawyers representing the Iraqi nationals, and the Treasury Solicitors representing military personnel, and other independently represented witnesses.Report Phase: assisted Sir Thayne Forbes and supporting counsel in the drafting and finalisation of the final report for the Al-Sweady Inquiry; used Opus and Lexis Nexis document management software to pull evidence relied upon in the report. Case Management: Developed, streamlined, and implemented new frameworks to help improve procedural efficiencies and ongoing management of the matter.

Corrs Chambers Westgarth is a top tier law firm with offices in Sydney, Melbourne, Brisbane, and Perth as well as strong partnering relationships globally and throughout the Asia Pacific region to support clients whose businesses extend internationally and nationally.Transport & Infrastructure - eDiscovery: Collaborated with solicitors on a high profile Transport and Infrastructure case for the Litigation department in discovery and conducted on-line review of sensitive documents using Ringtail 8. I also undertook any other tasks assigned by the legal team including research, searching for hard copy and electronic copies of documents, electronic data entry, and other required legal administrative duties.

Aequitas Lawyers is a commercial law firm based in Sydney. It has a leading team of lawyers with many decades of combined legal experience in a wide range of areas including Corporate Law, Company and Business Acquisitions, Joint Ventures, China and South East Asia Investments and Trade, Commercial and Retail Leasing and Acquisitions, Trade Practices Law and Litigation and Dispute Resolution.I assisted partners with:Management: Developed and implemented new frameworks for general office management and legal administration; managed, trained, and prioritised workloads for new starter junior paralegals.Dispute Resolution: Research, reviewed and drafted legal and court documents and prepared detailed and structured cases and briefs for counsel; client interviews, Cantonese oral translations, briefings with counsel, and managed correspondence with clients and external parties.Intellectual Property: Assisted with vital commercial and trademark law research on misleading & deceptive conduct and the law of passing-off for our hospitality client which led to a very satisfactory settlement of the matter.Corporate Law: Assisted on a corporate governance case for an ASX listed company relating to director’s and shareholder’s dispute and seeking an oppression remedy.Contract Law: Assisted on a contract law dispute relating to a conveyance that led to the successful settlement of the matter, which resolved and minimised our client’s financial and psychological burden.Property Law: Reviewing and drafting leases, contracts, and drafting correspondence for commercial and property transactions.• Completed transactional leasing work for multiple landmarks and renowned shopping centres in Sydney CBD (Queen Victoria Building, The Strand Arcade, The Galeries Victoria, Regent Place Shopping Arcade).• Assisted in large conveyancing matters for multiple high net worth individuals and clients for their investment portfolios

Yahoo!7 brings together the Australian internet business and the online assets and television and magazine content of the Seven Network, one of Australia's leading media companies. Campaign Management: Managed online advertising portfolio worth AUD$1 million by liaising with multiple internal departments and coordinating resources to ensure all pre and post launch requirements have been met to the clients’ objectives.Streamlining Processes: I developed and implemented new frameworks to help train new starters and help improve efficiencies across the sales team by liaising with the Yahoo!7 HK technical team for software maintenance and management, using my fluency in Cantonese and understanding of Chinese culture to build stronger relationships.Other key responsibilities included optimising campaigns to not just deliver but perform above benchmark, resolve discrepancies and queries, reporting and analysis, chase creative, support interstate sales teams in Western Australia and Melbourne, test revised inventory management software, help train new starters and help improve efficiencies across the sales team. Highlights of my time at Yahoo!7 include:• Lipton Ice Tea Summer Campaign: collaborated with Soap Creative and Universal McCann to deliver a successful campaign over 3 months which included weekly content drawn from all verticals of Yahoo!7 including Entertainment, Summer Gig Guides, and Fashion.• Assisted in securing Youi Insurance as a client and a campaign worth over AUD $100k.• Assisted in securing a budget with Australian Commonwealth Government for the Better health Australia campaign worth over AUD $600k.• Attained a promotion within 18 months.Clients: Universal McCann, Australian Commonwealth Government (Better Health Campaign, Defence Force Recruitment, DFT, ATO), Unilever Australasia (FMCG Brands: Continental, Lipton Ice Tea, Rexona, Dove, Flora, Streets Magnum Ice Cream), Meat & Livestock Association, Sony Pictures, Youi Insurance.