A key support role working within the Retail Commercial team at Energizer. Responsibilities include:

• Cross-departmental support and engagement with internal and external stakeholders, including supply chain, finance, category, marketing and field teams
  Relationship and customer management with relevant retail contacts
• Managing and analysing trade spend, including promotions
• Analysing financial and volume reporting in the FMCG industry using a variety of tools, including Quantium, IRI and ReadSoft Online, as well as internal and external Excel reports
• New Product Development (NPD) planning and assisting in product range reviews and presentations

While in the last semester of my Information Systems and Business Analysis degree, I was part of a semester-long major group project for Ernst & Young (EY) as a Business Analyst. I was the Business Analyst of the Data Visualisation team tasked with rolling out an interactive Power BI dashboard of US gun violence data.

The project consisted of two groups of fellow students under the guidance of several EY Mentors, to see what we could accomplish with the task of taking raw US gun violence data, ingesting, cleaning and transforming it, then developing a useful interactive dashboard out of it. The project leveraged Agile Scrum methodologies and also consisted of two showcase presentations to a greater EY audience.

I played a significant role in the project, including consulting with the EY mentors to make sure the project met their requirements, the development of one of the pages of the dashboard and helping present the dashboard and the overall value of the project to EY employees. In the process of completing the project, I greatly increased my knowledge in working with Microsoft Power BI and data itself, as well as working in a Scrum project environment at EY.

In an attempt to go above and beyond supporting the project as well as increase the knowledge and experience that I got out of the project, I leveraged my personal server resources to set up an accessible Windows Virtual Machine (VM). This allowed greater collaboration than working on our individual PCs and allowed greater capabilities for the Mac users in the team to help with the project.

I had the following achievement and responsibilities for the licensees (PPL R Key Pty Ltd) four locations (trading as Telstra Store Richmond / Randwick / Maroubra and Telstra Kiosk Rockdale):

Achievements:

• Created and implemented new systems, with results such as:
  • Improved customer Net Promoter Scores (from 8.45 in Q2-FY21 to 55.07 in Q3-FY21 for internet/landline service orders for an underperforming store; a 551% increase)
  • Increase in landed internet/landline revenue (+24% Q2 to Q3)
  • Higher percentage of complete 'fixed' service orders (63% Q2; 87% Q3)
• Created an analytical tool to breakdown sales, service, and compliance data, increasing insight into the business and making the data trackable. Analysing the data using this tool to find trends and weaknesses allowed me to make suggestions to improve performance across teams
• When a corporate buy-back was announced and the transitional period started, I optimised the claims process to help stakeholders reduce the amount of outstanding revenue across all four locations with a short deadline before the stores became company owned

Responsibilities:

• Keeping stakeholders up to date on their business in a business analyst capacity, mostly using Excel, Tableau and Power BI
• Leading Process Improvement projects to help optimise and enhance areas of the business, usually via Agile or Waterfall methodologies
• Presenting in meetings with sales team and managers, breaking down and communicating the data to streamline procedures, educating and coaching teams on correct processes, ensuring effective collaboration across teams
• Reconciliation, analysis and reporting of all four locations’ revenue
• Investigating all revenue discrepancies through customer data analysis, following established and created end-to-end claims processes
• Working dynamically between multiple systems daily including Salesforce, Siebel and ClickPOS
• Tracking and following up on fixed service orders submitted in all stores

As Operations Manager it was my duty to ensure the efficient and effective functionality of the stores, particularly Seven Hills. Some of my achievements and responsibilities included:

Achievements:

• Optimised the existing system for reconciling revenue and submitting and following up on the claims process to be more intuitive and efficient
• Successfully trained and coached incoming staff across teams, as well as existing staff in my duties as my role transitioned to be more remote
• Maintained excellent communication and proficiency in all aspects of my role while balancing international travel over 6 months

Responsibilities:

• Reconciliation, analysis and reporting of both locations’ revenue
• Investigating any revenue discrepancies through customer data analysis, following established and my own end-to-end claims processes
• Using Medallia to study NPS trends and communicate the customer's voice to the team, helping to address any issues with customer experience in-store
• Ensure the efficiency and effective functionality of the store
• Ordering of mostly high value stock and frequent stocktakes
• Maintaining store and staff compliance with both Telstra business rules and consumer law
• Manager duties including coaching to help develop a productive team

In addition to my operational role, I also inherited additional responsibilities as an IT consultant and was responsible for the computers of both the Seven Hills and Richmond Telstra stores.

Customer Advisor:

• Main Achievement: Presented at team meetings to train other sales staff due to my consistently high NPS, having had an empathetic relationship with customers, meeting their needs and exceeding their expectations
• Main Responsibility: Working both independently and collaboratively in order to meet both sales and service (Net Promoter Score) targets

Tech Expert:

• Main Achievement: Expanded my initial role by taking the initiative to look after the in-store IT systems (eg: the sales and service computers, point of sale devices, printers, etc.) and frequent visual merchandising changes
• Main Responsibility: Looking after both customer and staff problems and queries related to technology

• Working independently to provide a range of technical support services, primarily to businesses (such as Curves West Ryde and Rosalind Dayman & Associates, Epping).
• Repaired and maintained both desktop and laptop, and iOS and Android mobile devices.

Responsible for maintaining all 70 front of house PC’s and back of house server hardware of a computer/gaming lounge, including:

• Repairs, installations and configuration of hardware and software
• Assisted with customer and employee concerns and queries
• Ordering, sorting and selling of food and beverage FMCG
• Maintaining an online presence for the store via Facebook, Twitter, etc.

I had three separate roles within the non-profit while volunteering with them:

• Short-term intern: involved in an evaluation project, conducting group and individual research into the best practices in online forums to assist with the site's redevelopment.
• Member of Speaker’s Bureau: Worked to promote the key issues and mission statements of the ReachOut.com.au service
• Youth Ambassador: Actively involved in marketing, online content creation, research, and peer support.

Last year I finished another undergraduate degree, a Bachelor of Advanced IT with a Major in Information Systems and Business Analysis.

The Major included an even split of computing and accounting subjects relevant to the work that I have been doing in my past few roles. The "Advanced" part of the degree had additional emphasis on project management subjects.

The degree also consisted of three semester-long major projects. I selected to do projects at EY, the non-profit AUSMAP (Australian Microplastic Assessment Project) and to assist an internal university researcher in their research. The EY role especially helped me gain a tremendous amount of professional knowledge and experience in areas that I would like to pursue.

I completed this degree while also working full-time, helping me further develop my discipline, prioritisation and time management skills.

While I enjoyed completing my psychology degree, I decided not to pursue it as a career. Instead, I've been using what I've learned in many aspects of my roles since graduation.