Aimee Cervonaro
Townsville,Australia
Summary
Dynamic Process and Project Analyst with expertise in process improvement and workflow design. Proficient in Confluence for knowledge base development and Visio for process mapping. Skilled in Excel for automation solutions and dashboard creation, with experience in Salesforce, Jira, Power BI, and Tableau. Strong facilitator of workshops and engaging stakeholders to drive innovation and measurable business value. Known for a futuristic mindset and investigative automation approach that drives innovation, compliance, and measurable business value.
Overview
19
19
years of professional experience
Work History
Process & Project Analyst
HBF /see-u
Townsville, QLD
02.2025 - Current
- Provide analytical and administrative support for process improvement initiatives and project delivery across QCHF and see‑u.
- Construct, document, and maintain process maps, workflows, and resources including work instructions and reference guides.
- Develop Word templates for outgoing communications and design user‑friendly Excel lookup tools and dashboards to streamline frontline operations and assist leaders with QA auditing.
- Build and manage a Confluence knowledge base for see‑u with planned expansion to QCHF, integrating automation and document control for scalability and governance.
- Facilitate workshops, manage submitted requests, define stakeholder roles, and create tools such as the Coaches Portal and Kanban boards within Microsoft Teams.
- Construct Teams group sites to enable collaboration; lead the development of process flows and project frameworks to ensure long-term success.
- Facilitated cross-functional team meetings to gather input, resolve issues, and maintain project alignment and clarity.
- Utilised project management tools to track progress, manage resources, and ensure adherence to timelines.
- Drafted & Authored in plain language BUZZ articles to SupportPoint for Internal Staff communications
- Completed 300+ File migration from internal G drive sharefolders to designated Sharepoint site folders - to increase accessibility of documents to frontline teams
Member Experience Consultant
HBF / QCHF
Townsville, QLD
10.2023 - 02.2025
- Provided timely, accurate advice to members on cover, benefits, and claims; ensured exceptional service and first‑call resolution.
- Processed transfer certificates, maintained policy information (contact & payment), and supported sales quotes and benefit enquiries.
- Enabled members to access digital services; prepared documents via SMS, post, and email; verified claims history and benefit quotes.
- Contributed to internal process improvements by designing templates and workflow aids used across the team.
Customer Concierge Operator
Service NSW
Gosford
07.2023 - 10.2023
- Provided accurate advice to customers on behalf of agencies (National Parks & Maritime); delivered first‑contact resolutions.
CCS – Covid‑19 Customer Care (Temporary Development Opportunity)
Service NSW
Sydney
05.2022 - 07.2023
- Delivered tailored support to vulnerable customers; managed complex cases and competing priorities to meet SLAs.
- Built templates and workflows to standardise processes across Customer Care; improved consistency and efficiency.
- Worked across clusters with exposure to Microsoft Suite, SFL/SFC, NEXA, UNIFY, SIEBEL, GLS, NPWS SFL, REZ Expert, RRT Smartsheet, Qualtrics.
- Supported Return to Work Program (Phase 3) for Women NSW; applied negotiation and resilience to achieve outcomes.
Customer Concierge Operator
Service NSW
Gosford, NSW
09.2021 - 05.2022
- Assisted customers with varied transactions; met KPIs; ensured follow‑up for positive first‑contact resolutions.
Earlier Roles (summary) — Hospitality & Corporate Admin
01.2007 - 12.2021
- Duty Manager / Bar & Shift Supervisor – multiple venues; leadership, customer service, operations, POS & reconciliation.
- Reception – Converga (Optus Campus); corporate administration and stakeholder support.
Assistant Buyer / Data Analyst – Supply Chain
Compass Group
01.2014 - 09.2016
- Provided analytical assistance across national categories; cleaned and consolidated large datasets for reporting.
- Stakeholder communications and management – engaging with both internal and external stakeholders – Leadership teams.
- RFT – providing assistance throughout tender process.
- Use of excel tools such as Vlookups, IF statements & Pivot tables for data analysis & strategic decision making.
- Supplier vendor relationship management.
- Cost negotiation with vendors – 80/20 rule to analyses cost analysis and negotiation.
- Build analysis tools and task management system using EXCEL.
- Built monthly performance reports and cost‑saving analyses; supported RFP/tender processes and vendor negotiations.
- Managed contracts and payment terms; maintained confidentiality and compliance.
- Used Paperless AP (Converga) for P2P analysis and compliance monitoring.
- Assisted in the procurement process by conducting market research to identify potential suppliers and pricing trends.
- Executed data entry tasks to ensure compliance for vendor & Contract activities
Education
Certificate III - Investigative Services
ASSI International
12.2025
Statement of Attainment - Financial Awareness (Bookkeeping)
TAFE NSW
01.2020
Bachelor of Business - Hotel Management
Southern Cross University
01.2010
Skills
- Business analysis: requirements elicitation, user stories & acceptance criteria, gap analysis, UAT support
- Process mapping & optimisation (BPMN), current/future-state design, SOPs & work instructions
- Workshop facilitation, stakeholder management, change readiness & communications
- Knowledge management (Confluence & SupportPoint), document control, governance & compliance, authoring BUZZ articles & resources Guides
- Data analysis & Reporting - Excel: pivots, lookups, automation, Task planners & Management
- Agile delivery - Kanban - Prioritisation
- Investigative automation solutions, AI-enabled insights, continuous improvement
- Effective communication & Organisational skills
- Policy and protocol oversight
- Scope definition
- Project analysis & Admin support
- Team collaboration
- Documentation management
- Stakeholder engagement
- Process improvement
Selected Projects And Impact
- Innovations Project (HBF), Facilitated workshops, managed intake, defined stakeholder roles; created Coaches Portal and Kanban boards in Teams to improve transparency and throughput.
- Creation and development of Knowledge Base system for see-u & QCHF (Confluence), Designed governance and automation‑ready structure for See‑U with expansion plan to QCHF; improved findability, version control, and compliance.
- Operational Dashboards, Built Excel dashboards and lookup tools reducing manual effort and accelerating QA auditing and reporting.
References
References available upon request.
Timeline
Process & Project Analyst
HBF /see-u
02.2025 - Current
Member Experience Consultant
HBF / QCHF
10.2023 - 02.2025
Customer Concierge Operator
Service NSW
07.2023 - 10.2023
CCS – Covid‑19 Customer Care (Temporary Development Opportunity)
Service NSW
05.2022 - 07.2023
Customer Concierge Operator
Service NSW
09.2021 - 05.2022
Assistant Buyer / Data Analyst – Supply Chain
Compass Group
01.2014 - 09.2016
Earlier Roles (summary) — Hospitality & Corporate Admin
01.2007 - 12.2021
Certificate III - Investigative Services
ASSI International
Statement of Attainment - Financial Awareness (Bookkeeping)
TAFE NSW
Bachelor of Business - Hotel Management
Southern Cross University