Experience

The Smith Family

• Non-profit Organizations
• 700 & Above Employee

• Program Specialist - iTrack

  • Mar 2022 - Present

• Philanthropy Operations Manager

  • Sep 2021 - Mar 2022

• Corporate Partnerships Coordinator

  • Oct 2019 - Sep 2021



Black Dog Institute

• Australia
• Mental Health Care
• 200 - 300 Employee

• Regular Giving and Donor Care Coordinator

  • Jul 2017 - Jul 2019



Australian Unity

• Australia
• Wellness and Fitness Services
• 700 & Above Employee

• Allocations Coordinator

  • Sep 2016 - Jun 2017



Hilti Australia

• Australia
• Construction
• 200 - 300 Employee

• Fleet Management Local Process Expert

  • Apr 2015 - Jul 2016

  The main focuses of the role were streamlining current processes and introducing new processes to drive strategy. Fleet Management is Hilti's business rental/leasing program for their constructions tools as opposed to purchasing outright.The role involved maintaining all system requirements for Fleet Management in SAP which involved testing and launching new functions in the live system. It also required supporting the sales departments with all Fleet inquiries and custom service requirements to build business partnerships. Another part of the role was training all relevant departments on new services and changes to processes which included running workshops at Company Kick Off and Marketing Waves, on-boarding new recruits and recording videos for the Yammer platform.One of the highlights as the Local Process Expert was leading and managing projects that improve operational and strategic initiatives such as the Loan Tool Program. This program became the sixth service pillar of Fleet Management and due to geographical issues, we partnered with one of our largest Hire customers to provide loan tools so that we could utilise the tools in over 100 of their branches to have greater market reach. It also meant that we did not have to invest in extra costs such as writing off tools as assets and overhead costs in our Sydney repair centre. This was also the first third party setup in Hilti's Global Network with other countries having an internal setup as they do not face lengthy transport delays. Refining the process and rolling out the initiative to the entire organisation was a great undertaking but the end result was definitely worth the effort and determination. During my time in the role, I also improved on my stakeholder management skills as I was exposed to more decision makers of business and different local and global internal departments. All of my responsibilities and achievements ultimately contributed to increasing customer engagement and loyalty.

• B2B Local Process Expert

  • Jul 2014 - Jul 2015

  B2B was another eCommerce option that Hilti customers could utilise for purchasing if the Hilti Online website was not compatible with their business practices. There were two platforms that we could offer the customer at the time: HeDA (scanning of purchase orders) and EDI (integration with the customer's system and our product catalogue). Both systems needed to create efficiency for Hilti and the customer but would ultimately result in purchase orders being automatically processed in our SAP system quicker and with higher accuracy. The role involved establishing the B2B platforms locally and sourcing potential customers by analysing their turnover, channel share and purchasing habits, as the key was to increase the eCommerce channel share. I cooperated with our IT team based in Malaysia and our Great Britain contact to test the system and understand the processes and criteria in detail, to lay the groundwork. I was successful in transitioning customers onto the B2B platforms by interacting with account managers and purchasing officers to ensure their purchase orders and systems met B2B requirements.

• National Natural Resources Customer Service Specialist

  • Jan 2014 - Apr 2015

  The role was the support function for the Energy, Mining and Civil Teams that were a part of Hilti's Division Three, Specialised Business segment. The main goal was to provide a high level of service to our key accounts working on Mega Projects consistently, even when the tasks and deadlines were demanding. The key accounts would include some of Australia's largest companies in the construction industry such as Laing O'Rourke, John Holland, Leighton Contractors (now CPB Contractors) and Kentz. The Mega Projects would include all three LNG plants in Gladstone, Queensland (APLNG, QCLNG, GLNG), WA LNG plants (Wheatstone and Gorgon), NT LNG Plant (Ichthys) and civil projects such as the Legacy Way tunnel in QLD.The role involved prioritising of tasks to meet deadlines for multi-million dollar projects and processing high value orders and quotations with great attention to detail. Working with different departments such as credit and logistics was crucial in providing a seamless customer experience, especially when stock was an issue. The projects required higher volumes of stock due to their size so it was necessary to manage local and international stock levels and bring stock in to meet customer's delivery schedules. A mini team of support consisting of two colleagues had to be established and trained so that the service was consistent and we managed the accounts effectively. Although the role was not on the front line with the account managers, it was a vital operational one that ensured the longevity of Hilti's partnership with large companies and their presence on Mega Projects.

• National Customer Service Representative

  • Jun 2013 - Dec 2013

  The role involved processing orders via phone, email and fax efficiently and with a high level of accuracy. It also required delivering individualised solutions based on customer application needs and providing first call solutions to customer complaints. The role was the point of contact for many customer inquiries such as expected delivery times which needed liaising with internal and external contacts. I built up my SAP knowledge and developed my Microsoft skills especially with Excel and Powerpoint. During this time, I was also transitioning into the National Natural Resources Customer Service Specialist which meant training on key accounts and Mega Projects.



The Walt Disney Company

• Disney International College Program Intern- Front Desk Cast Member

  • Jul 2012 - Jan 2013

• Disney International College Program Intern- Merchandise Cast Member

  • Jan 2012 - Jul 2012



Nguyen Tran & Sons Lawyers

• Paralegal

  • Apr 2009 - Dec 2011



The Shavershop

• Sales Assistant

  • Oct 2008 - Dec 2011



IGA

• Cashier

  • Apr 2007 - Oct 2008