Experience

Monika Australia & Asia Pacific

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Account Manager

  • Sep 2021 - Present

• Sales & Customer Support Administrator

  • Jan 2017 - Present



BI WORLDWIDE Australia

• Australia
• Advertising Services
• 1 - 100 Employee

• Rewards Administrator

  • Jun 2016 - Jan 2017

  Manage day-to-day operations pertaining to the Awards catalogue, including order processing and customer support . Maintaining and updating catalogue with product updates as required, including - out of stock,discontinued, updating new products and maintaining product descriptions. . Interfacing with suppliers managing and updating product ranges – ensuring relevant detail relating to the products are displayed online. Ensured daily order files were processed and sent to suppliers, This involved evaluation of pricing, GST and freight. . Formatted, managed and loaded shipping files . Investigated data import errors to resolve and where required processing refunds . Customer Service - responded to customer order queues relating to product, shipping and account maintenance, in line with company policy and procedure whilst meeting KPIs High level reporting involving data manipulation, operational tasks, report generation, data verification and distribution. Data-related activities such as data file loads and data troubleshooting and monthly price checks that validate company competitiveness. . Adherence to supplier guidelines and uphold delivery policy with suppliers. Established Business Working Relationships with both internal and external stakeholders including suppliers, manufacturers and clients and internal work streams, whilst always maintaining a positive attitude and an effective experience. Execution of all tasks were to tight timelines Reporting using advanced experience with Excel Strong analytical skills Process oriented, with strong attention to detail Strong research and problem-solving skills Strong communication skills Ability to multi-task Positive attitude Strong attention to detail



Canon Business Services ANZ

• Australia
• Information Technology & Services
• 300 - 400 Employee

• Project Manager Contract

  • Sep 2015 - Apr 2016

  Managed solutions relating to Transitioning of environment to Managed Cloud, On-boarding Service Desk and Managed Services Established the Business Stream Working Groups and project structure Lead and manage a functional team of, Technical Project Managers, SMEs and various Infrastructure Management Teams against key deliverables Facilitated workshops to determine the trigger points within the project and document management process flows for the delivery of solution. Worked with the business representatives to ensure licensing for APP’s & network equipment were within business compliance Managed the day-to-day operations of the project and managed escalations and implemented workable solutions as they arose Reported project status, issues, risks and critical path reporting via weekly iterations to business stakeholders Developed and executed the Implementation plan for projects across a variety of stakeholders Managed the escalation process to remove blockers to ensure program and project deliverable is met Facilitated and developed the communication plan and change plan including project impact assessment and operational Comms for Customer Service



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Project Manager

  • May 2005 - Jun 2010

  - Delivered high level solutions to Government/ Corporate and Business customers- Milestone management in-line with Project Management Methodology (PMBOK).- Nominated Telstra Reward & Recognition Award- Aim to ensure project solution achieved for customer, external and internal stakeholders.- Established Business Working Groups and project structure- Defined scope, developed project management plan, identified technical outcomes and risks - Stakeholder/ Vendor management, articulating communication, procurement, relationship building, customer objectives, project scope, solution implementation and accountability. - Delivery in line with company policy, OH&S and privacy guidelines- Managed day-to-day operations, escalations and implemented workable solutions- Reporting status, issues, risks and critical path reporting.- Greenfield sites (no infrastructure) cost/budget analysis, infrastructure requirement, risk analysis and integration of change management.- Developed Contingency plans should objective technically or functionally not meet expectation- Maintained project data- Customer focus and onus in relationship development including solution success, contributing to customer retention with Telstra.

• Project Manager - Change Management Resourcing

  • Sep 2004 - May 2005

  - Project for National Change Process for Project Management.- Focus of change process was on customer outcome, company achievement relating to solution delivery in line with time and budget - Managed a functional team of Project Managers, IT&T technical experts and other Telstra workgroups working against key deliverables and accountabilities - Managed the day-to-day operations and provided management in escalation situations to implement workable solutions as they arise- Developed communication scripts for Project Allocation staff to manage in scoping the projects, accessing project scale and complexity.- Defined requirements for application submissions for projects from Account teams, ensuring that all information was supplied correctly and validated by technical experts. - Managed Risk and Compliance of stakeholders to ensure project risk is managed effectively- Reported project status, issues, risks and critical path reporting via a weekly meetings to business stakeholders and senior management- Managing escalation process to ensure program deliverables are met

• Project Support Officer

  • Jun 2003 - Sep 2004

  - Initially a Project Support role aiding Senior Project Managers managing large scale projects- Role rapidly evolved functionally to independently manage high level data solutions, end to end. - Awarded Telstra Excellence Award for work and involvement with a Government Project - Delivered multi-site data transmission solutions in excess of 500 sites - Defined the scope and developed the overall project management plan and articulating functional teams accountable for milestones to attain project solution.- Established functional teams in line with their key deliverable, accountability and project scope- Reported project status, issues, risks and critical path reporting weekly with customer business stakeholders and senior management- Established and managed escalation process to ensure project deliverable is met- Developed reporting as per PPDM Project Management Methodology, as a result high proficiency with report writing and Microsoft Applications.- Highly proficient with written and verbal communication abilities

• Project Coordinator - Telstra Wholesale

  • Jul 1999 - Jun 2003

  - Projects managed for wholesale customers involving much complexity and sensitivity relating to legal guidelines.- Solutions delivered to Wholesale Business Customers and Telstra involved in the Procurement of these services as a Vendor.- Project solutions involved leading a functional team to develop business requirements for project.- Understanding strategic business drivers, questioning processes to gain a full view of strategic and operational objectives, ensuring that code of practice was adhered to relating to contractual agreement with Wholesale customer. - Privacy operation was followed as prior to turning these into functional requirements- Engaged different levels of stakeholders to facilitate the process from senior executives of Wholesale customer to end users. - Ensured the project is meeting the strategic expectations of the business- Provided high level business and or commercial support to relevant business group(s)- Established and managed the processes that provided timely, effective and value adding analysis, forecasting, reporting and monitoring of defined processes- Provided stakeholder management and built and fostered relationships to achieve business outcomes- Management reporting including schedule - Managed the escalation process to remove blockers to ensure project deliverables are met, within required time frame directly relating to budget for the project- Mentor and Team Leader to aid peers and management with team stability and development

• Senior Data Consultant - Victorian Government Team

  • Nov 1997 - Jul 1999

  - Front of House function for Telstra Victorian Government customers.- Managed projects for Federal and Local Government that involved new requests and evaluation of existing networks.- Auditing, identifying traffic transmission within network and cost impacts to business.- Lead and managed functional team of Business Leads against their key deliverables and accountabilities- Creating leads for business potential with Account Teams- High level of customer service to clients - Maintained the network charts for projects- Product training for team that expertise was not data transmission - CRD SCRIPTING – Customer Request Date – validity of timing, application scripting, site assessment, stakeholder resource allocation, billing specialist engagement - Billing capability as part of end to end customer service