Danelle Wallington-Jones

Chatime Australia - Bubble tea beverage retailer & franchisor with 170 locations across Australia.

• Achieved complete transformation of the IT function. Including implementation of processes & standards to overhaul database maintenance practices, IT service desk & application support. Ensuring systems and products within the head office central support environment and store network are maintained, monitored, and supported.
• Restored franchisee sentiment in IT by reviving key vendor relationships, and effective management of change requests and supplier road maps. Along with cultivating a culture of open communication & customer service within the IT support team.
• Optimised the IT hardware procurement & installation process, streamlining project management & execution for 200+ new stores, refurbished stores, ownership transfers and store closures across Australia. Reduced hardware costs by 15% & eliminated recurring opening issues.
• Lead Menu Information Module project - major loyalty/ordering app version release to deliver enhanced functionality to assist with incremental revenue drivers. Involved a complete rebuild & restructure of online ordering menus, along with UI design & functionality changes. Forced app update & coordination of big bang rollout of software upgrades of 200+ self-serve kiosks across national network.
• Lead gamification project to create the Chatime game Mix-In Madness. Achieved 270,000+ game plays, 127% increase in website traffic and 269% ROI on customer transaction values vs value of discounts issues in game prizes.
• Lead internal project to migrate document storage & device user profiles from physical server to SharePoint/Azure Domain.
• Internal product management of POS system & online ordering platforms including delivery of marketing campaigns & product launches.
• Delivered on reducing errors, outages & costs, increasing service quality via team & system capability & bandwidth growth and reduced head office ICT billing by 73% (annual saving of $60,000).

Providing contract operational services to various clients within financial services, education and coaching.

• Project management, event management (virtual & physical).
• CRM data management, social media content management.
• Creation of comprehensive standard operating procedures, quality assurance & compliance assessment.
• Mapping of assessment criteria against learning materials & outcomes.

DLL Group ANZ – Asset financier for Agriculture, Construction, Transport, Technology & Healthcare hard & soft assets.

• Lead change management activities for Rapport project - replacement of legacy application management system, implementation of paperless back-office workflow, and rollout of new online quote/application portal to external dealer network.
• Collaborated with CRO & CCO on regional task force to analyse impending changes to legislation & requirements to comply with European Banking Authority AML & KYC standards. Included assessment of risk & compliance impacts, updating back-office procedures, execution of staff training with compressed timeline, hard deadline & significant technology change required to achieve automation.
• Lead internal audit remediation project on segregation of duties procedures across key business systems, delivering automation of conflict analysis to achieve control pass.
• Research, analysis & change management for back-office restructure to consolidate sales support function. Observed systems & operations in 3 USA locations, presenting analysis & recommendations to the ANZ executive team. Spearheaded change management of implementation including staff communication, procedure updates and ongoing monitoring & review.
• Project Management of change requests across various business systems - investigate & document requirements, process workflow analysis and mapping, analysis of options and ROI, prioritization & recommendations to Exec for approval.
• Facilitate collaboration between the business & IT during projects to ensure development of effective business processes, comprehensive requirements and successful program implementation.
• Oversee the Change Management process within the business, collaborating with SMEs to ensure that initiatives such as testing, procedure updates, design & delivery of staff training & communication are executed promptly and effectively.
• Drive improvement initiatives & implement operational excellence methodologies and culture throughout the organisation, collaboration with regional & global CPI program management teams.
• Assist Global Operational Excellence team with delivery of DMAIC process improvement training program for ANZ team.

• Managed the Food & Agriculture Sales Support & Application Processing teams, providing guidance & support to the team including development & training, while managing relationships & expectations with various internal & external stakeholders & ensuring compliance with company policy & achievement of SLAs.
• Senior Operations SME representative on IT and compliance projects - ensuring scope & requirements are accurate, coordination of testing, interpretation of policy, creation of procedures, facilitation of staff training.
• Resolution of escalated customer complaints, operational risk incidents as well as internal & external audits.
• 2IC to Operations Manager, assisting with workforce planning, technology roadmaps, policy interpretation, change management, procedure documentation and staff learning & development programs.
• 2015 Global Customer Champion Award for Service - selected by local, regional & global leadership teams.

Johnson Hospitality is an Australian owned supplier of barware, dining, cleaning, kitchenware, clothing, and commercial equipment.

• Back-office all-rounder responsible for customer service via phone, email and in warehouse store front, sales support (pricing and product information, promotional material), accounts receivable, office management (facilities, stationary & WH&S), stock management & procurement (approximately 5000 lines), customer database management, data entry of customer orders, invoicing, picking, and packing of orders, website data management, customer complaint resolution and training of new employees.
• Boosted customer satisfaction, building relationships with clients and addressing concerns in a timely and professional manner.
• Improved the returns process, resulting in timely processing of credit notes and accurate stock management.
• Coordinated the implementation of a new courier delivery system.
• Facilitated the implementation of sales/ordering software, including staff training.
• Created various internal and external documents, forms and templates.