Part of the new Customer Experience Division, the team is building the customer centric strategic direction through delivering exceptional customer experiences. The Customer Records role focuses on developing the customer records database into a single source of truth enabling multiple departments to plan, process, improve and strategise initiatives.Responsibilities include:- Policy, rules and procedure development- Data Governance Framework- Evaluate and analyse customer records across departments and databases- Ensure customer records are compliant and aligns with the Council plan, strategy and the community- Develop and implement a strategy to ensure customer records are beneficial across Council departments- Introduce data standards and business rules related to customer information- Service mapping to reduce departmental load and increase customer satisfaction

Baptcare is a not-for-profit organization that provides residential & community care services for the elderly, children and disadvantaged families. Due to changes within the aged-care sector, Baptcare embodied a customer-centric approach. The Transformation Team were assigned the responsibility of identifying new solutions to develop brand new roles/“ways of working”, and to also pilot a new “Self-Managed Package” product. The pilot project additionally entailed the introduction of the Salesforce platform as an “all-in-one” CRM tool to help reduce manual effort and increase business efficiency. It was the sole responsibility of the *Transformation Administrative Assistant (*new role) to assist with the day-to-day operations of the pilot project, PLUS continuously track, test, and provide feedback on all the new tools and processes being implemented within the pilot project.Responsibilities included:- Successfully created and maintained a temporary CRM and financial management solution tool using Microsoft 365 while Salesforce was being developed by the Technology Transformation Team.- Ensured the new Salesforce platform is an improvement from the legacy platform by mapping out “as is” and “to be” processes and conducting UAT (User Acceptance Testing) of key features for business operations.- Achieved strong partnerships and engagement with various internal stakeholders to ensure smooth interactions and platform transition.- Identified and helped introduce new platform ideas that significantly improved the accuracy of data and also the time/effort involved in the pilot’s administration role and thus, increased efficiency by 300%.- Increased the pilot team’s profit by 20% by developing utilization model and prioritizing technical and functional requirements to support key revenue ideas.- Supported the pilot team in developing various training guides and material – including videos and manuals, in preparation for future scaling/business roll-out.

Blockbid is a financial institute specializing in cryptocurrency. The role of the Strategic Planner / Senior Administrator is to manage cross-departmental relationships, ensure the project’s scope and roadmap aligns with the business goals, is achievable, and within financial budgets. The role provided project agility and team dynamics by supporting senior managers with their day-to-day operations.Key Responsibilities• Assist in developing, communicating, executing and sustaining strategic initiatives.• Manage and direct cross-functional development teams to address strategic issues.• Collaborate with business teams to ensure cohesive product strategies.• Manage external relationships with current and future partners by keeping open line of communication to decision makers.• Advise senior management by providing data-based strategic direction to identify and address issues and opportunities.• Review of high-end documents, ensuring information meets the businesses objectives.• Planning and forecasting, preparing budgets, identifying metrics and evaluating performances.

Create an innovative environment through dynamic change, allowing team flexibility to test and engage with different platforms, while balancing platform cost and value, allowing greater success in innovation.Key Responsibilities• Talent development and performance management of internal teams.• Provide operational recommendation to the CIO in project management using waterfall and agile methodology.• Promote team work within the group and contribute to the administration teams’ overall performance. • Diagnose and collaborate with teams to develop process solutions.• Oversee project budget and monthly progress reports.• Assist with review of existing policies & procedures as required.• Ensure a dynamic work environment is maintained.• Manage internal correspondences for C-Suite.• Re-engineering and management of business processes.• Mentor and develop leadership skills in team members.Achievements• Reduced security risk and project cost by 30% through developing controlled access to systems.• Conducted divergent thinking workshop, creating an innovative environment.• Identified business requirements and opportunities for business process re-engineering, halving process time.

Enhance business performance through HR strategy, operational support and change management.Key Responsibilities• Identify gaps, analyse problems and initiate solutions by ideating divergent strategies.• Recruit high skilled employees and centralize the recruitment process• Budget management: Provide a holistic view of the companies’ costings to assist in strategic decisions.Achievements:• Centralized recruitment into an existing platform and created a new audience enhancement strategy. The new system increased exposure from 40 applicants over 2 months to 193 applicants over 4 weeks.• Consolidated the costings of the business activities from different departments, providing a snapshot of the project spending and reduced costs by removing and revising services.

BWB is a group of Swinburne students and Industry professionals, aiming to enhance social prosperity with social impact activities in order to make a difference in their local and global communities across borders. The HR Manager is responsible for ensuring their team of volunteers have the most enjoyable experience working with BWB.Key Responsibilities:Recruitment - Create a strategy appealing to a student based audience, increasing visibility and be adaptable to different student skills and skill levels.Retention - Create a system to analyse members behaviour and determine a solution to low retention.Processes - Create and refine existing HR processes.Achievements :• Created a recruitment strategy to increase EOI from 150 students to 300+ students• Implemented a retention strategy by increasing member engagement and introducing a rewards system within 4 months.• Refreshed and updated administrative procedures to create a more streamline data management system, increasing compliance to 100%.

Create impact to a business by providing sustainable strategies that increases their exposure through online platforms, business partners and shop visibility.Key Responsibilities• Establish a connection with client to ensure work is of highest quality.• Supervised a team to motivate and encourage problem solving, teamwork and initiative.• Analysed documentation to cohere with projectAchievements• Developed procedure manuals and suggestions targeting social media marketing, increasing understanding of tools and activity in these channels.• Increased TripAdvisor rating from #93 (Nov ’17) to #37 (April ’18) to #9/877 (May ’18), meeting projects top 10 restaurants target.

Australia post provides postal services in Australia. The postmaster is responsible for supervising the local mail delivery logistics and retail operations. They manage customer relations, branch budgets, manage expenses, ensure compliance and prepare reports for corporate management. Key Responsibilities• Decision Making – Create & implement plans to ensure that all post office activities are carried out in accordance to rules and regulations.• Accountability – Resolve correspondence from employees, customers and head office • Business Orientation – Evaluate business performance to reach goals by planning, implementing and monitoring short term strategies. • LeadershipAchievements• Encouraged employees to create team sales challenges, constantly increasing sales per month• Created weekly update sheets, ensuring procedural compliance, increase knowledge, leading to better customer service• Awarded #1 Post Office in SE region 2015/2016 for customer service, compliance and sales.