Elissa Colley

• Team Leadership & Development: Managed a team of 5 Front of House staff, including supporting an employee with autism. Coached staff on best practices for inclusivity, fostering a supportive work environment.
• Process Improvement & Innovation: Streamlined Front of House operations by reorganizing systems, simplifying procedures, and improving efficiency, freeing up time for client and staff support.
• Vendor & Inventory Management: Oversaw office inventory, including ordering and receiving shipments. Conducted vendor reviews, saving the company $400+ weekly on office consumables.
• Project Management & Collaboration: Introduced project management methods to improve team collaboration and communication, driving business improvements and operational efficiency.
• Office Facility Management: Managed office facilities, coordinating maintenance and repairs with building management to maintain a safe and efficient workspace.
• Emergency Management: Oversaw emergency preparedness and responded effectively to emergencies, ensuring staff and visitor safety in collaboration with building management.
• Budget & Resource Management: Managed budgets, optimized staffing, and created schedules to ensure smooth operations, especially during busy periods.
• Employee Engagement & Performance: Set performance goals, provided feedback, and implemented a mentoring program to boost employee engagement and retention.
• Client Relations & Conflict Resolution: Maintained professionalism in handling client concerns, resolving issues with empathy and ensuring positive relationships.
• Waste Control & Sustainability: Implemented waste control systems aligned with company values, contributing to sustainability goals.

• PMO Establishment: Collaborated closely with the Head of PMO to establish the Project Management Office (PMO), contributing to the development of governance frameworks and new processes to enhance project delivery.
• Driving Innovation: Led initiatives to adopt innovative methodologies, aligning project execution with overarching business objectives. Identified and implemented process improvements, resulting in measurable efficiency gains.
• Project Portfolio Management: Oversaw a portfolio of 10+ projects simultaneously, ranging from launching new food products and optimizing operations technology to implementing a learning management system and employee experience platform. Supported strategic marketing campaigns and cross-departmental initiatives.
• Tools & Systems Expertise: Utilized Smartsheet, Asana, and the Atlassian suite to streamline workflows and foster collaboration across teams and departments.
• Enterprise-Wide Communication: Managed and developed weekly and monthly communications for a network of 200+ stores and 15,000 employees, ensuring alignment and clarity of project updates.
• Reporting & Analysis: Created comprehensive weekly and monthly project reports for senior management, providing actionable insights and fostering informed decision-making.
• Collaboration with Operations: Worked alongside the Operations team and the Director of Operational Excellence to deep dive into process improvements. Incorporated field and in-house feedback to refine systems and implement best practices.
• Stakeholder Engagement: Partnered with stakeholders to define project scope, objectives, and deliverables. Acted as a key liaison, ensuring alignment and addressing concerns proactively.
• Project Planning & Execution: Developed detailed project plans, timelines, and budgets. Coordinated resources and activities to meet critical milestones and deliverables.
• Risk Management: Proactively identified risks and implemented mitigation strategies. Escalated issues where necessary to ensure timely resolution.
• Leadership in Communication: Facilitated project meetings, fostering transparency and open communication to keep teams aligned and engaged. Presented updates and key insights to senior leadership.
• Post-Project Review: Contributed to post-project reviews, providing recommendations for process improvements and ensuring continuous learning for future initiatives

Executive Support:

• Delivered comprehensive administrative support to the CTO, a CIO50 2022 Awardee, ensuring seamless operations and strategic focus.
• Expertly managed complex tasks, including diary management, travel coordination, and expense report submissions.
• Streamlined the CTO's schedule by prioritizing tasks and facilitating effective communication with stakeholders at all levels.
• Prepared detailed meeting agendas, monitored action items, and supported cross-functional collaboration to achieve key outcomes.
• Developed high-quality presentations, reports, and correspondence while maintaining strict confidentiality and professionalism.
• Took notes and dictation at meetings.

Team and Project Support:

• Provided administrative support to the wider Technology team by implementing new timesheet software, ensuring smooth adoption and efficient management of team time tracking.
• Supported IT project managers in coordinating deliverables and tracking progress.
• Designed and delivered impactful presentation materials for internal and external stakeholders.
• Acted as a key communication bridge between cross-functional teams within Guzman y Gomez, ensuring alignment and collaboration on critical projects.
• Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.

• Managed a team of 35 technicians, overseeing daily operations and ensuring top-tier customer service.
• Demonstrated excellent time management, logical reasoning, and negotiation skills, while maintaining professionalism and a positive attitude in all customer and colleague interactions.
• Led up to 5 contract negotiations per week, coordinating with directors, suppliers, and internal teams to align objectives and achieve company goals.
• Developed and executed contract management plans, ensuring compliance and regularly reporting on performance.
• Improved billing, collection, and reporting systems for contract management across the Sydney Branch, optimising efficiency and accuracy.

• Service Call Prioritization & Team Management: Effectively assisted in prioritizing incoming service calls, ensuring that the team of 30 technicians remained focused on high-priority tasks. Managed administrative and operational objectives to optimize team performance and ensure timely completion of service requests.
• Logistics & Continuous Improvement: Supported logistics and continuous improvement initiatives to ensure compliance with customer contract agreements. Played a direct role in improving service delivery, which resulted in contract extensions and sustained client relationships.
• Project Management: Led the coordination and management of a large national project for Telstra, rolling out Wireless Access Network (WAN) Systems to NAB banks nationwide. Oversaw project milestones, timelines, and resource allocation to ensure seamless execution.
• Client Relationship Management: Maintained and exceeded client Key Performance Indicators (KPIs) through meticulous record-keeping and proactive communication. Managed relationships with clients, Account Managers, and internal stakeholders to ensure expectations were met and exceeded.
• Reporting & Documentation: Provided timely and accurate Work Order reports to clients, Account Managers, and the accounting department. Ensured that all documentation was up-to-date and aligned with project goals, contributing to informed decision-making and smooth operations.

• Coordinated travel, accommodation, meetings, and client liaison for the General Manager of AUS & NZ, and managed corporate credit card reimbursements.
• Supported Cyber Security professionals and project managers in organising meetings for progress reviews and future planning, ensuring team alignment.
• Managed scheduling and deadlines for 5 high-profile government client projects, monitoring progress and identifying risks.
• Provided project status updates and implementation guidance to national stakeholders.
• Maintained confidentiality and security in all tasks, holding government-level security clearance.

• Prepared and reviewed 10+ patent applications and responsive documents for patent examiners per week, providing support to senior attorneys.
• Drafted and certified key legal documents for attorney and examiner review.
• Managed 2 patent attorneys' schedules and collaborated with team members to meet critical deadlines.
• Optimised workflow and supported team operations to ensure efficiency.

• Managed client reception, handling 100+ calls a day, taking messages, and greeting clients.
• Coordinated meeting room bookings and responded to inquiries.
• Maintained filing systems, updated database records, and assisted with HR onboarding.
• Prepared IT setups for meetings and events.
• Supported office maintenance and managed stationery inventory.
• Opened and distributed incoming mail.
• Ran errands for bank cheque's and ASIC form lodgment.