Experience

Blue Care

• Australia
• Hospitals and Health Care
• 500 - 600 Employee

• Senior Project Manger

  • Jan 2020 - Present

  Managing a suite of Strategic Initiatives focusing on client outcomes by refocusing teams, leaders and business streams to drive better outcomes for the future.Driving a $13M portfolio to support the Uniting Care 2030 strategic growth model including:• Leading a cross-functional team and overseeing delivery of project objectives and deliverables• Ensuring expectations/timelines are understood across multiple stakeholders• Coordinating system and process review programs • Implementing change management to help cultivate stakeholder and user acceptance• Identifying recruitment strategies to boost business capability • Building meaningful relationships with key stakeholders• Achieving cost savings and target efficiencies that support project goals on target

• Business Consultant / Project Lead

  • Feb 2016 - Dec 2019

  Key Achievements:Team delivered outcome of $5M in organisational benefits by: • Increasing the Home Care Package client base by 65%• Improving conversion rate from enquiry to service • Delivering improvements in visualisation of portfolio management/revenue recognition• Providing analysis and industry knowledge to introduce new pricing framework • Centralising business processes to improve compliance and efficiency• Introducing, training and embedding new roles to respond to changing consumer needs



RACQ

• Australia
• Financial Services
• 700 & Above Employee

• Senior Business Analyst Contract

  • Jan 2015 - Jan 2016

   Partners with business and technology partners to elicit, analyse, translate, and document business requirements into technical requirements. Takes responsibility for business analysis within a significant segment of the organisation to determine business requirements and specify effective business processes, through improvements in information systems, information management, practices, procedures, and organisation change. Establishes the contribution that technology can make to business objectives, validating and justifying business needs, conducting feasibility studies, producing high-level and detailed business models, preparing business cases, advising through the development and implementation of solutions, taking into account the implications of change on the organisation and all stakeholders. Analyse, document and test program development, logic, process flows and specifications. Applies and monitors the use of required modelling and analysis tools, methods and standards, giving special consideration to business perspectives. Conducts investigations at a high level for strategy studies, business requirements specifications and feasibility studies.



Blue Care

• Australia
• Hospitals and Health Care
• 500 - 600 Employee

• Senior Business Analyst - Solution Delivery

  • Nov 2010 - Jan 2015

  Achievements:Hospital in the Home ImplementationConsumer Directed Care Implementation Budgeting & Forecasting Tool Implementation (200+users) Service Desk Self Service Implementation (200+ users) Contact Centre - Dynamics CRM & UXC Telephony Solution ImplementationProviding consulting to assist business customers in the identification of requirements for service delivery via internet/ intranet and extranet technologies. Undertaking analysis, documentation and review of business processes to determine the scope of potential new intitiatives.Decomposing business requirements into functional and non-functional requirements as required.Participate in preparation of procurement documents and assisting with evaluation of vendor responses and selection of preferred solutions and vendor partners.Process mapping and documentationCreation of training materials and support into end user training.Drafting and input into post implementation review Support of system UAT and post implementation testing



Queensland Motorways

• Business Support Analyst (SAP)

  • 2009 - Oct 2010

  Deliver support and knowledge to key stakeholders and users as required to ensure operational requirements are met in agreed time framesAssist project team with system improvements, version upgrades and addition of new modules by participating in testing and finding resolutions to meet project team's objectivesAssist in workshops and problem solve with Technical and System Support Team to ensure solutions cover the end-to-end process and fit within business requirementsIdentify system issues and business rule defectsWork with Technology team to diagnose system incidents, develop workarounds and track through to resolution,Ensure all open incidents are followed up regularly and feedback is given to impacted users and key business stakeholdersManage change control process ensuring configuration of business requirements and specifications are managed with agreed time frameTransfer knowledge to other Business Support Analysts to ensure end to end processes are achievedAssist team members with problem solving to ensure impacts to customers are minimalAnalyse information, identify risks and improvement opportunities and provide recommendations taking into consideration business requirements and ensuring continued contribution to the organisation's quality assurance, legal and compliance requirementsLiaise with external service providers and consultants engaged in the provision of services related to the operation of QML's systems to meet business requirementsApprove, monitor and implement system changes relevant to FICA module

• Business Representative - Free flow tolling project (SAP implementation)

  • 2007 - 2009

  Providing high level advice to facilitate the development of business processes and system advancements and improvements with particular reference to internal business processes and reporting systemsParticipating in the review, development, implementation, and maintenance of Queensland Motorways' systems, processes and work practicesIdentifying areas of improvement to recommend and implement enhancements to existing practicesWorking as a member of the solution design and development team to deliver project specific outcomes in a timely fashionManaging specific projects activities ensuring identified outcomes and timelines were delivered and metEstablishing and managing strong working relationships and networks both within the organisation, key stakeholders and other external vendorsContributing to the development and maintenance of systems, including FICA and CRMReviewing and delivering training in new and current systems processes and providing ongoing supportConfiguration, documentation and testing of business systems to meet business needs. Analysing business performance and providing advisory services to business stakeholders on business solutionsBusiness process re-engineering and investigation of system requirements

• Team Leader

  • 2005 - 2007

  Daily management of Contact Centre staffDaily recording of Contact Centre performance and reporting to Contact Centre ManagerOngoing coaching, training and mentoring of Contact Centre staffEscalation of customer Queries Monthly review of Contact Centre staff



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Case Manager - Centre for Customer Excellence

  • 2003 - 2004

  Manged end to end process to ensure customer satisfaction Manged end to end process to ensure customer satisfaction



Various

• Contracting

  • 2001 - 2003

  CSR/TL positions in Insurance, Government, telecommunications and credit management CSR/TL positions in Insurance, Government, telecommunications and credit management



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Process Officer

  • 1996 - 2000

  Redesign BOH & FOH duties, create new processes alligned with business requirements. Document processes and train exisitng staff. Create new starter training documentation. Redesign BOH & FOH duties, create new processes alligned with business requirements. Document processes and train exisitng staff. Create new starter training documentation.