Amy Adams
New Farm,QLD
Summary
With a proven track record at Victorian Government, I excel in enterprise systems management and fostering strong business relationships. My strategic planning and excellent communication skills have driven team productivity up and streamlined operations through aligning business processes to align with system capabilities. Achieving notable improvements in project delivery and operational efficiency, with a significant increase in customer satisfaction by 85%. Forward-thinking and strategic leader with over 10 years of experience in travel, supply-chain and logistics and Local Government. Recognized for cost-effective system improvements, operational streamlining and positive leadership style.
Overview
15
15
years of professional experience
Work History
Core Systems Leader
Victorian Government
07.2022 - 10.2024
- Assisted in implementing the ICT 2 year strategy to stabilise technology environment. Consolidating, rationalisation and simplification of technology stack, reducing considerable technology debt.
- Created and managed enterprise project plans, budgets and reporting requirements.
- Managed enterprise systems, product life-cycle.
- Delivered key initiatives including, cloud adoption, data strategy, SQL environment maintenance and automation opportunities.
- Led tender process for replacement of Geographic Information System. Involved in tender process for replacement of Human Resource Information System.
- Managed budgets and resources, ensuring optimal allocation towards achieving organizational objectives.
- Developed 2 year program plan for Core Systems.
- Identified and communicated risks and blockers across project portfolio.
- Writing varied executive reports, project charters and project communication.
- Managed Core Systems Service Now incidents, requests and change initiatives.
- Collaborated with cross-functional teams to implement company-wide initiatives aimed at driving business growth.
- Collaborated with stakeholders to define project scope, goals, and deliverables, ensuring alignment with business objectives.
- Analyzed complex data sets to identify trends and opportunities for process improvement.
Business Systems Leader
Virgin Australia
07.2021 - 07.2022
- Led large scale projects and analyzed data to identify opportunities for improvement.
- Created and managed project plans, timelines and budgets.
- Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.
- Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
- Involved in Business Case development, reporting requirements and communications with senior leadership team.
- Coordinated regular contract reviews to identify areas for improvement or renegotiation opportunities.
- Reduced costs for the organization by effectively negotiating favourable contract terms with suppliers and vendors.
Customer Relationship Manager
Werner Australia
10.2020 - 06.2021
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 15% increase in sales.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed customer relations on ongoing basis to maximize customer retention.
- Managed department call volume of 400 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
National Service Desk Leader
Flight Centre Ltd - Corporate Technology
10.2018 - 09.2020
- Proved successful working within tight deadlines and fast-paced atmosphere to meet customer needs.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handled 1000 calls and 3000 online ticket requests per month to address customer inquiries and concerns.
- Developed and maintained courteous and effective working relationships with all levels of staff in varied departments.
- Performed business research and analysis, to provide operations with technical solutions.
- Trained employees in configuration of online booking tools and incident / request management, assigned duties.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Trained employees in customer service and business systems, assigning appropriate duties.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
QLD Implementation and Change Manager
Corporate Traveller
10.2017 - 10.2018
- Increased stakeholder satisfaction by effectively communicating changes, ensuring minimal disruption to daily operations.
- Saved 15-19% on company travels spend by implementing cost-saving initiatives that addressed long-standing problems for corporate clients.
- Led team in delivery of Online Booking Tool projects, resulting in $20 million of revenue from onboarding new clients with effective travel programs.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Led projects and analyzed data to identify opportunities for improvement.
- Improved travel systems for customer usage through consistent hard work and dedication to exceeding customer requirements.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Built strong relationships with stakeholders at all levels, promoting a collaborative approach to managing change projects.
- Implemented change strategies by identifying areas for improvement and developing comprehensive plans.
- Developed training materials and resources for smooth transitions during organizational changes.
- Designed processes and systems supporting business needs before, during and after transitions.
Business Systems Analyst
Flight Centre Ltd - Corporate Technology
10.2016 - 10.2017
- Investigated and addressed multiple travel system issues to enhance usability and improve functionality.
- Oversaw installation of software programs and hardware systems to meet client requirements.
- Assessed business requirements to create focused solutions.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Coordinated data migration and consolidation efforts.
- Delivered in-depth training for multiple travel systems, imparting knowledge of best practices for protecting data and minimizing errors.
- Created and maintained standard operating procedures governing system functions and features.
- Identified needed business improvements and determined appropriate systems required to implement solutions.
- Organized system operating procedures to strengthen controls.
- Trained business personnel in use of systems.
- Collected, defined and analyzed business requirements.
- Researched and adopted new technologies to add value to existing offerings.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Developed diagrams to describe and lay out logical operational steps.
- Produced charts and diagrams to assist with problem analysis.
Learning and Development Manager
Flight centre Ltd - Corporate Emergency Contact Centre
10.2015 - 10.2016
- Motivated staff to learn new travel systems and complete online learning modules to achieve Key Performance Indicators.
- Developed curriculum and lesson plans to achieve business objectives.
- Analyzed instructor, student and class trends to make proactive decisions about program operations.
- Collaborated with department heads to identify skill gaps and develop targeted training solutions.
- Conducted thorough needs assessments for individual departments to tailor training solutions accordingly.
Call Centre Manager
Flight Centre Ltd - Corporate Emergency Contact Centre
07.2014 - 10.2015
- Managed team of 34 employees, overseeing hiring, training, and professional growth of employees.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Worked with corporate customers to understand needs and provide excellent service.
- Eliminated downtime and maximized revenue, providing top project quality control.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Reduced customer complaints by addressing concerns proactively and implementing effective solutions.
- Spearheaded initiatives aimed at enhancing overall service quality, driving significant improvements in customer satisfaction ratings.
- Championed process improvements that resulted in operational efficiencies while maintaining strict adherence to company policies and procedures.
Corporate Travel Manager
Corporate Traveller and FCM
03.2010 - 10.2014
- Worked closely with top executives and assistants to meet compliance with strict business schedules.
- Exceeded KPI's, on average generating $21,000 per month in sales where target was $18,000.
- Contributed to development and implementation of travel booking processes, procedures and systems to reduce costs by 5-17%.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Monitored industry trends and implemented best practices to continuously improve the company''s corporate travel program.
- Maintained meticulous records of all corporate travel expenses for budget tracking purposes.
Education
Bachelor of International Business - Economics
Griffith University
Brisbane08.2014
Bachelor of Business - Business Management
Griffith University
Brisbane08.2014
Skills
- Problem management
- Incident management
- Service level management
- Business process review
- Enterprise project management
- Cost control
- Risk management
- Research and due diligence
- Inter-department collaboration
- Customer relations
- Business analysis
- Business case development
- Continuous improvement
- Software development lifecycle
- Supplier relationship management
- Conflict resolution
Accomplishments
- Delivered multiple enterprise projects in ICT space, Virgin Australia (2022), Victorian Government (2022-2024).
- Led and was involved in tender processes for enterprise initiatives, including Geographic Information System (GIS) and Human Resource Information System (HRIS).
- Changing GIS landscape through recognising organisational requirements for an enterprise Geographic Information System (GIS) and initiating phased project to implement GIS.
- Well versed in understanding business processes of the enterprise and the systems that enable people, processes and technology. Systems include, Asset Management, Rates, Billing and Revenue, HRIS, GIS, Finance and multiple travel systems (Commercial and Reservations Systems).
- Achieved 30% increase in Customer Satisfaction for WernerCo (2021).
- Made it into Flight Centre Emerging Leader Program - 100 leaders selected globally (2017).
- Exceeded KPI's Implementing 114 clients in first year, coming 2nd in Australia for Implementation Management (2017).
- Asked to join Flight Centre's sustainability charter due to high achievement in University in sustainable tourism (2016).
- Invited into Golden Key International Honours Society in University for being in the top 5% of students globally (2012).
- Entered Dino's Italian Restaurant submission into the NSW Tourism Awards and won 1st place in fine dining restaurants (2011).
- Travelled the world and have been privileged to see 25 countries and counting (2004-2022).
Timeline
Core Systems Leader
Victorian Government
07.2022 - 10.2024
Business Systems Leader
Virgin Australia
07.2021 - 07.2022
Customer Relationship Manager
Werner Australia
10.2020 - 06.2021
National Service Desk Leader
Flight Centre Ltd - Corporate Technology
10.2018 - 09.2020
QLD Implementation and Change Manager
Corporate Traveller
10.2017 - 10.2018
Business Systems Analyst
Flight Centre Ltd - Corporate Technology
10.2016 - 10.2017
Learning and Development Manager
Flight centre Ltd - Corporate Emergency Contact Centre
10.2015 - 10.2016
Call Centre Manager
Flight Centre Ltd - Corporate Emergency Contact Centre
07.2014 - 10.2015
Corporate Travel Manager
Corporate Traveller and FCM
03.2010 - 10.2014
Bachelor of International Business - Economics
Griffith University
Bachelor of Business - Business Management
Griffith University
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