Elisa Buckle

• Managing the Build & Revision of 3 Complex projects within the Land Vehicle Systems Branch. Standard Scheduling tasks including end of month statussing, AE & BE preparation, Constant OEM Contract Master Schedule evaluations and Improving Schedule maturity. Highlights include : a) Setting up monthly Project Deep Dives and Status Reporting to inform LND121PH3B/5 b) ARP as LSD Divisional Controller - organising Divisional Reporting, advising on Scheduling Policy & Process, Baseline Acceptance and Scheduler Network meetings.

• As a pre Gate 2 project, I concentrated on Tender Evaluation and the Post Gate 2 schedule build. This included PWBS, Dictionary, FWBS, RBS, AE/BE Preparation, Management Reporting and assisting Program Management (Canberra) with Scheduling Risk procedures, presenting Lunch & Learn session on People Skills and Managing Complex environments
• Scheduled for LND907PH1 Abrams Tank project – where significant work has been undertaken to make the schedule compliant to Defence Policy, and inform on the project’s progress
• Scheduled for LND907PH2 Tank Replacement Project currently at Gate 0, mainly assisting the project team to schedule their activities up to Gate 2, resource their team’s efforts and assist with their PPRIP reporting
• Maintained effective stakeholder management with Project, AVD and Land Domain’s Project Controls area in order to be aware of future changes or create value added initiatives that will assist the multiple AVD Projects
• Additional Responsibilities: Undertook accreditation as a Lean Six Sigma Green Belt Practitioner – Having had exposure to Black Belt Six Sigma at Telstra, I am excited to continue my interest in effective organisational change.

• I was initially approached to schedule for a Project of Concern that required building the new approach, whilst closing the historical activities and unused finances. This included new views that described Risk Management, Key milestones used for VISIO based Executive Summary reporting, Contract mini schedules to assist with negotiations, dedicated resource reporting and complex financial views for exporting to Excel to be interpreted through using Pivot Tables.
• Built a new schedule for LND00053PH1BR which had achieved Second Pass and negotiated all Acquisition & Support Contracts by October 2016. At the PD's request, this included the tracking of automated invoicing to ensure forecast payments were paid on time and managing LND00053PH1BR’s Risk Register.
• Educating Project staff on scheduling procedures, benefits and reporting
• Maintain effective stakeholder management with Project, ARMTSPO, related SPOs and LSD’s Project Controls area in order to be aware of future changes or create value added initiatives that will assist the Project or Fleet
• Developed and maintain Fleet Engineering Effort scheduling and reporting to inform the stakeholders of the Soldier Modernisation Plan as to the realistic delivery date of forecasted Engineering certified capability. This includes the creation of specific views to assist the Fleet Senior Engineers manage their assigned tasks and team progress.
• Maintaining WelcomHome for ARMTSPO which also includes reporting to the ARMTSPO Senior Leadership Team on number of staff working normal & excess hours and top fleet activities across the last 3 months which are used to re-align staff within the ARMTSPO and demonstrate new resource requirements to Branch & LSD
• Member of LSD’s Equity & Diversity Committee – I was nominated for this Divisional position because I wanted exposure to Branch & Divisional decisional and business practices

Planned and maintained Project Schedules for 2 Major Projects, 1 Emerging Project being accepted by CSSPO, 1 Minor Project, 2 Procurement Projects and 2 Major Projects undergoing closure.

• In this position I assessed customer’s credit capacity for temporary overdrafts, excesses, Australian and foreign currency cheque clearances and activation of a range of permanent overdrafts.
• I was also responsible for customers’ Personal Loans Servicing and Loan Application Enquiries and this exposure has given me an invaluable insight into banking regulatory obligations to protect its own business interests, consumer credit law, Corporation, Financial Services and Privacy Acts, International sanctions and terrorism law and International monetary law.
• Branch SME on Indemnity Guarantees and other Consumer Credit products
• Ensured compliance of credit policies and procedures are undertaken by self and branches.

• Accepted as a Trainee Mortgage Broker because of my property investment background, this brokerage specialising in property investment, undertook to train me in all aspects of mortgage broking.
• Simultaneously completed an accreditation course as a Mortgage Broker
• Due to a change in company direction, Easyplan retrenched their trainee brokers for highly experienced mortgage brokers.

• I was an SME for the Corporate Complaint Management Process and Complaint Management Database
• Implemented the Complaint Management Process throughout Telstra, setting up and coordinating a regional network that facilitated issue resolution and open communication between the diverse business areas
• Conducted compliance audits that tested correct implementation or regulatory compliance to current organisational issues
• Conduct problem identification and resolution audits on high profile media complaint issues to identify process breakdown
• Presentation of complaint issue/resolution workshops to CMP Process Owners and Senior Management stakeholders
• Responsible for the establishment of Root Cause methodology to monitor regulatory compliance across Telstra and identify customer focused systemic issues
• Prepared performance reporting to external regulatory bodies and senior management
• Wrote Business Requirement and Process Re-engineering documentation
• Conduct annual audits of established complaint handling units to ensure consistent and equitable management
• Implementation of the CMP into 8 major Business Units by analysing current practices, negotiating with area management, creating escalation hierarchies and local business rules, facilitating deliverables such as classification codes, supportive documentation, training and trial implementation periods
• Project Business Lead for the design, build, deployment and user support of Telstra’s Corporate Complaint Management database to 9000 users
• Implementation of medium sized projects designed to enhance compliance for example introduction of scanning and electronic storage of customer complaint letters into the corporate complaint database prevented their loss
• Management of teams of seconded staff to assist as required with the auditing, implementations and IT database build
• Preparation of staff communications
• Was Subject Matter Expert (SME) for Data Analysts across Telstra on all Corporate Complaint data and reporting matters

• The Customer Help Centre and CEO Hotline
• Supervisor, CEO Hotline Telstra
• Responsibilities included; receiving customer complaints via the telephone or letter, acknowledging them, logging the details into the central complaints database and referring the issue to the relevant Business Area to resolve.
• As Supervisor I managed escalated complex complaints and the personnel management of my team.

• Responsibilities included system analysis, programming and technical writing, establishing a user help desk, creating and implementing policies on the education of naïve users, software development and miscellaneous user requirements
• Devised and ran all computer on-site training.

• Responsibilities included being solely responsible for the co-ordination and issue management for the Home Nursing Equipment Service and Community vehicles throughout country Victoria; establishing a computerised database to manage 20,000 volunteers and performing various public speaking and training duties.

• Responsibilities included establishing an administration to resource and support the existing 350 volunteers, creating and implementing all policies relating to volunteers, development of new centre based volunteer programs, assessment and training of new volunteers and actively increased communication and idea sharing strategies throughout the organisation
• In my role I wrote and presented various public education sessions on communication skills, volunteerism and aged care.

• Duties included the assessment, training and assignment of 70 volunteers to families caring for a terminally ill person at home; group and personal support of the volunteers; various public speaking presentations; fundraising appeals; training and personal development workshops for volunteers were conducted.