•	Write a cover letter by answering “Substantial experience as a strategic OD practitioner, including the design and delivery of a range of OD initiatives, policies and framework development.
•	Strong team-player with demonstrated ability to collaborate and work effectively with others, to constructively challenge others’ thinking to achieve better outcomes, commit to and deliver on shared goals.
•	Demonstrated ability to manage multiple priorities and balance stakeholders along with excellent communication and interpersonal skills.
•	Degree or Tertiary qualification in Organisational Psychology, Education, HR, Leadership or Training and Assessment, combined with several years’ relevant experience or lesser formal qualifications with extensive experience.
 “ for position organizational development specialist using resume “
OVERVIEW
Business professional with a background in business analysis, process improvement and digital transformation. Delivered organisational change in operations, strategy, culture, and compliance teams by implementation of new and innovative business solutions. Highly independently, driven and solutions-focused, with a solid track record for successfully facilitating challenging and controversial projects and mediating difficult internal and external customer situations. Strong focus on customer-centric operations and filling in multiple roles simultaneously within small to large businesses.

CORE SKILLS

Business Management	•	Operated as a production liaison for businesses, talent and public sector agencies. 
•	Accustomed to managing multiple projects and priorities in fast-paced, high-performance environments.
•	Successfully partnered with vendors in developing key partnerships.
•	Organised and detail orientated. 
•	Ability to work under pressure within tight deadlines and exceed stakeholder expectations. 
Resource Management 	•	Skilled in building motivated teams and supervising support staff in complex business and technical environments. 
•	Solid experience in coaching, staff training, goal setting and performance evaluation. 
•	Specialised in working closely with vendors and internal management to control expenditures, allocate resources appropriately, and bring in talented individuals within budget.
Customer Service and Conflict Resolution	•	Over 11 years’ of customer service experience in telephone and face to face service. 
•	Experienced with sales, troubleshooting, technical support and customer care. 
•	Knowledgeable in complaints de-escalation, with the ability to maintaining a positive and friendly disposition. 
Change Management and Coaching	•	Ability to perform under pressure and ability to adapt effectively and efficiently to change. 
•	Detail-orientated with success implementing solutions to create optimal efficiency. 
•	Strong leadership skills with experience in developing new teams, providing coaching and managing under performance. 
•	Strong interpersonal and communication skills with the ability to collaborate with diverse individuals.


PROFESSIONAL EXPERIENCE


City of Kingston				      	 July 2021 – Present
Customer Records | Corporate Information | Customer Experience
The Customer Records role is responsible for exploring, executing, and shaping future customer related strategies. This role works closely with departments to optimize the use of customer records and drive process improvement to enhance customer satisfaction. The role is responsible for analyzing and promoting best practices for customer record management, while emphasizing the significance of accuracy and good governance in shaping the future of customer record management.		
Achievements:
n	Redesigned 16 of the customer records tasks to align with Council Plan, ensuring we contribute to the Councils strategy
n	Increased team task success and visibility by introducing Agile methodology for enhancements and problem solving, leading to major projects such as Master Data management tool, Minimum data standards policy and Data Governance Framework
n	Reduced Customer Records risk through end to end service mapping with a customer centric focus. 30+ service maps currently completed, reducing time waste by over 200 hours per week and continuously improving
n	Reduced council-wide customer records interaction time through continuous improvement, process mapping, reporting improvements, automation and lean
n	Increased team satisfaction from 30% to 80% by introducing a team development program to enhance team members through collaboration, training and mentoring
n	Developed reporting strategy to monitor and improve the flow of customer records through multiple applications and departments
n	Standardised documentation through introduction of data standards policy and business rules council-wide
n	Established work procedures and processes that support company and departmental standards, procedures, and strategic directives

Accountabilities include:
n	Enhance the customer journey and maintain accurate customer records by conducting a comprehensive evaluation of end-to-end service mapping
n	Maintain adherence to industry standards, regulations, and company policies through regular process compliance evaluations. Conducting audits of data security incidents, reviewing policies and procedures, and proposing future risk mitigation strategies
n	Develop and deliver corporate wide customer records information and training program to improve customer record administration practices
n	Create comprehensive project documentation that adheres to established standards to promote visibility, accountability, and effective management of all related projects
n	Subject matter expert to support and maintain applications for over 900,000 customer records across 18 departments and 37 databases

Other Responsibilities:
n	Council Corporate Information Team Culture Champion
n	Privacy and Data Protection Committee: Customer Records Expert
n	Data Governance Framework Project

n	Application Procurement (tender): Led the purchase of a Master Data Management Software including leadership buy-in, documentation and procurement.
n	Implemented Agile Scrum, documentation templates, project boards and increased velocity and    predictability




Baptcare 				    January 2020 – July 2021
Transformation Administrator Analyst & Salesforce Integration & Improvements
(Pilot Project Team)
Baptcares transformation team are responsible for identifying new solutions in which to develop new ways of working and 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:
n	Build customer centric administration side by developing customer progress reporting, leadership reporting, continuous process improvements, cost/benefit analysis.
n	Review of all company policies, procedures and framework to ensure new revenue stream adheres to legal and company requirements, meet the projects goals, and re-write documentation to involve new revenue stream team.
n	Sourcing, onboarding and offboarding of suppliers and team members. Provide training and access to multiple platforms.
n	Translated platform improvements into user friendly language for training documents & workshops
n	Designed and ensured progress reports assist in budget acquisition from leadership
n	Successfully created, prepared and maintained a temporary CRM and financial management solution tool, ready for scale and transition using Microsoft 365 (Excel, Teams, Outlook, Powerpoint) while Salesforce was being developed by the Technology Transformation Team.
n	Ensured the new Salesforce platform is compliant (for audit purposes) and 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.
n	Achieved strong partnerships and engagement with various internal stakeholders to ensure smooth interactions and platform transition.
n	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%.
n	Increased the pilot team’s profit by 20% by developing utilization model and prioritizing technical and functional requirements to support key revenue ideas.
n	Supported the pilot team in developing various training guides and material – including videos and manuals, in preparation for future scaling/business roll-out.
n	Developed project administrative touchpoints such as process mapping (financial, operational, functionality, customer journey, architecture), creating user stories related to administrative roles and develop, test and deliver results (user training, Leadership team, finance, HR).



Blockbid Pty Ltd 				July 2018 – December 2019
Strategic Planning / Business Analyst / Senior Administrator
Blockbid is a financial institute start-up specializing in cryptocurrency. Common in many small business / Start-ups, I held multiple ‘hats’ such as scrum master, project lead, QA, stakeholder engagement and Executive Assistance. My role was 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.


Responsibilities:

•	Onboarding of employees (advertising, interviewing, training, access and equipment control) and external stakeholders such as funding partners and platform collaborations, ensuring confidential documentation and accurate procedures mitigating risk.
•	Planned meetings with stakeholders for executive team (CEO, CIO, CFO, CMO, CSISO).
•	Lead ICT improvements and increased visibility of processes and platforms to streamline agile workspace.
•	Worked with Team Lead to monitor and run user stories classifications, sprint planning, retrospectives and stand ups.
•	Determined project direction changes meet project goals and commitment
•	Ensured project budgets are achievable and negotiate extra funding when required
•	Secured additional funding through R&D grant which supported 20% of the project’s yearly budget.
•	Decreased project cost by $40k a year by removing and consolidating similar platforms used by various departments. Established strong team relationships assisting in smooth platform training and transition.
•	Improved and halved administrative processing time by analyzing and mapping out current business processes and working with the administrator to eliminate bottlenecks.
•	Liaise with Product Owners to update the projects progress and iterations
•	Design of platform architecture by mapping and interpreting the platforms back end, API gateway and front end into a simple map.


Business Without Borders 						February 2018 – July 2018
Human Resource Manager / Project Lead
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 has the most enjoyable experience working with BWB.
Responsibilities:
n	Increased exposure from 150 to 300+ students within 1 month by creating recruitment strategy targeting volunteers’ interests.
n	Planned & implemented retention strategy within 4 months to increase member engagement.
n	Increased compliance to 100% by refreshing and updating administrative procedures to create a more streamline data management system.
n	Improved volunteer retention through achievement recognition, improvements to the working environment and professional development.
n	Lead product development through design thinking and agile methodology process. 
n	Increased client’s business portfolio to top 10 in Siem Reap, Cambodia.




Australia Post						                   September 2007 – January 2018
Post Office Manager
Australia Post provides postal services in Australia. The Postmaster is responsible for the supervision of local mail delivery logistics and all retail operations. I manage customer relations, branch budgets, manage expenses, ensure compliance and prepare reports for corporate managers.

Responsibilities:

	Maintained satisfactory compliance of greater than 95% over 10 years 
	Procured and maintained business customer contracts
	Increased store profit into six figures within 2 years and maintained over 8 years
	Drove highest KPIs within region and achieved #1 Post Office in South East for 2015/2016.
	Successfully assessed team skills and developed 2 juniors into accredited verification officers.


PROFESSIONAL KNOWLEDGE & SKILLS


n	2019 - MBA Swinburne Institute of Technology with a focus and leadership, strategy, operations.
n	Established in Microsoft Software Suite (Word, Excel, PowerPoint, Visio, OneNote), Salesforce, Jira, Confluence, Basware, Concur, Sharepoint, PowerBI - Datatale
n	Hold valid Victorian Drivers Licence and Australian Passport
n	Second language: Cambodian
n	Experience with co-ordinating events and training sessions for internal and external stakeholders.
n	Proven proficiency at thinking and coming up with solutions and responses beyond that which is rote or rule-based
n	Experience in Agile and Waterfall Methodologies and project lifecycles
n	Ability to connect with others in a direct way, to sense and stimulate reactions and desired results
n	Able to represent and develop tasks and work processes for desired outcomes
n	Capable to work productively, drive engagement and demonstrate presence as a member of a virtual team
“ and rewriting “I am excited to apply for the Service Implementation role within the Customer and Business Transformation Division at City of Casey. With over 15 years of experience in customer experience, transformation, and process improvement, I am confident in my ability to make a significant impact on the organization and help deliver better outcomes for the Community.

In my recent role at the City of Kingston, I redesigned customer records tasks, introduced Agile methodology, and improved process efficiency, ultimately enhancing customer satisfaction. My achievements include increasing team task success and visibility, reducing customer records risk, and standardizing documentation council-wide. I have also demonstrated a commitment to team development, increasing team satisfaction from 30% to 80% through collaboration, training, and mentoring.

As a leader in service implementation, I take pride in providing direction, role clarity, and coaching to my teams. I ensure that team members have clear work objectives, regular feedback, and are actively engaged in the performance review process. My experience working closely with Senior and Executive Leadership teams has equipped me to effectively oversee the implementation of service review recommendations and manage service implementation projects.

I have a track record of developing and maintaining proactive relationships with internal and external stakeholders, including the community, relevant agencies, and State and Federal governments. My background in project management, financial oversight, and meeting quality and time-related targets allows me to efficiently manage and execute programs and major projects.

Throughout my career, I have provided reasoned, logical advice to leadership taking into account community expectations. My experience spans both the private and public sectors, equipping me with the expertise necessary to find sustainable solutions and enhance stakeholder engagement. I have successfully implemented customer-centric process improvements, increased cross-department collaboration, and driven data-driven decision making through reporting and dynamic training.

I am eager to contribute my skills and experience to the Service Implementation role within the City of Casey’s Transformation Program and help drive positive change for the community. Thank you for considering my application, and I look forward to the opportunity to further discuss how my qualifications align with the needs of your organization.
“