Esther Birmingham
Kensington Grove,Australia
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Strong background in training, project delivery, and stakeholder collaboration across the tourism, IT, and hospitality sectors.
Committed to fostering positive team environments and contributing to business success through operational excellence and a customer-focused approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Product Owner
Newbook – Property Management Software
12.2024 - Current
- Contributed to shaping the vision, roadmap, and backlog collaboratively within the product team.
- Worked closely with Engineering, UX/UI, and client-facing teams to define and prioritise user stories.
- Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
- Acted as the voice of the customer within the squad.
- Supported backlog grooming, sprint planning, and stakeholder communication.
- Leveraged data insights and customer feedback for product improvement.
Delivery Lead
Newbook – Property Management Software
03.2024 - 12.2024
- Part of the team who delivered new features, enhancements, and fixes.
- Facilitated agile ceremonies, removed blockers, coordinated dependencies.
- Developed and implemented incident response procedures.
- Triaged, prioritised, and responded to tickets from client-facing teams.
- Fostered a culture of continuous improvement.
- Maintained process improvements to further enhance productivity of deliveries.
- Fostered a collaborative work environment by promoting open communication channels within the delivery team.
- Coordinated cross-functional initiatives with other departments to improve overall business operations and customer satisfaction.
Corporate Account Manager
Newbook – Property Management Software
10.2021 - 03.2024
- Developed strong relationships with key clients, leading to increased revenue and repeat business.
- Conducted regular account reviews, ensuring alignment with client objectives and addressing any challenges proactively.
- Mentored junior team members on effective account management techniques, driving professional growth within the department.
- Collaborated with cross-functional teams to develop and implement account management strategies for optimal results.
- Provided comprehensive reporting on account performance indicators to senior leadership for informed decision-making processes.
- Managed a portfolio of corporate accounts, fostering long-term partnerships and promoting customer loyalty.
- Led contract negotiations with high-profile clients, resulting in favorable terms that contributed to overall company success.
- Streamlined internal processes for improved efficiency, facilitating timely responses to client inquiries and concerns.
- Partnered with product development teams to ensure client feedback was incorporated into future offerings for better market fit.
Setup & Implementation Manager
Newbook – Property Management Software
09.2019 - 08.2020
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
- Led a diverse team of professionals in successfully completing complex implementations on time and within budget constraints.
- Implemented continuous improvement initiatives that resulted in increased efficiency across various stages of the implementation process.
- Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
- Troubleshot technical issues during implementations, working closely with IT teams to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
- Collaborated with cross-functional teams to ensure successful project outcomes, fostering strong relationships within the organization.
- Researched and resolved barriers to successful system functionality, improving support, and issue resolution.
- Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
- Exceeded client expectations by delivering high-quality solutions tailored specifically to their unique needs and requirements consistently throughout projects undertaken over time range.
- Streamlined implementation processes by identifying inefficiencies and implementing best practices, resulting in reduced project timelines.
- Mentored junior staff members through hands-on training sessions and regular performance reviews to enhance their professional growth opportunities.
- Developed comprehensive training materials for new Implementation Managers, improving onboarding efficiency and team cohesion.
- Documented processes to streamline setup, customization and maintenance.
Training & Support Officer
Newbook – Property Management Software
10.2016 - 09.2019
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Facilitated seamless transitions during system upgrades or migrations through clear communication and user education efforts.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Streamlined workflows for enhanced efficiency by identifying and implementing process improvements.
- Coached employees through day-to-day work and complex problems.
- Established rapport with clients, fostering long-term relationships that increased client retention rates.
- Actively participated in departmental initiatives aimed at continuous improvement within the support function environment.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Served as a reliable point of contact between clients and specialized teams within the organization, streamlining communication pathways effectively.
- Developed a comprehensive knowledge base, enabling faster response times for common support queries.
- Collaborated with cross-functional teams to resolve complex technical problems and deliver prompt solutions.
Operations Coordinator
Australian Tourist Park Management (Now NRMA Parks and Resorts)
02.2016 - 07.2016
- Supported operational needs for 18 national properties.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Streamlined operations by implementing efficient processes and procedures.
- Ensured compliance with industry regulations, keeping accurate records and managing audits as required.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Provided direction and guidance to internal teams in order to achieve targets.
- Oversaw day-to-day operations of large teams across several sites.
- Contributed to the development of departmental policies and procedures ensuring consistency across the organization.
- Optimized operational efficiency, coordinating cross-functional teams to achieve project goals.
- Reported issues to higher management with great detail.
- Trained and guided team members to maintain high productivity and performance metrics.
Assistant Manager
NRMA Treasure Island Holiday Park
12.2012 - 02.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Front Office Manager
NRMA Treasure Island Holiday Park
07.2011 - 12.2012
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Implemented staff training programs, improving employee performance and team cohesion.
- Established new guest feedback system to capture insights, leading to tailored service improvements.
- Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
Operations Officer
FreeSpirit Resorts & Holiday Parks
09.2010 - 07.2011
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
- Contributed to business development efforts to drive revenue and meet corporate objectives.
- Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
- Reviewed and revised standard operating procedures to incorporate employee and management feedback and streamline training processes.
- Interfaced with department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
- Analyzed performance metrics, identifying areas for improvement and implementing necessary changes.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
Senior Guest Relations Officer (Fraser Lodge Holiday Park)
FreeSpirit Resorts & Holiday Parks
06.2009 - 09.2010
Senior Travel Consultant
OzHorizons Travel
03.2006 - 06.2009
Skills
- Strong relationship management
- Customer-focused product development
- Skilled in multitasking and task management
- Agile delivery facilitation, backlog management, and scrum frameworks
- Story planning and product lifecycle management
- Incident response planning, triaging, and operational ticket resolution
- Process improvement, release planning, and continuous learning mindset
- Staff management, team leadership, and cross-functional collaboration
Certification
- Product Management Certification III - 2025
- Product Management Certification II - 2025
- Product Management Certification I - 2025
- Professional Scrum Master I - 2024
- Certificate IV in Training and Assessment – 2012-10
- Certificate IV in Holiday Parks and Resorts – 2012-10
- BIG4 Rising Star Finalist – 2015-10
Timeline
Product Owner
Newbook – Property Management Software
12.2024 - Current
Delivery Lead
Newbook – Property Management Software
03.2024 - 12.2024
Corporate Account Manager
Newbook – Property Management Software
10.2021 - 03.2024
Setup & Implementation Manager
Newbook – Property Management Software
09.2019 - 08.2020
Training & Support Officer
Newbook – Property Management Software
10.2016 - 09.2019
Operations Coordinator
Australian Tourist Park Management (Now NRMA Parks and Resorts)
02.2016 - 07.2016
Assistant Manager
NRMA Treasure Island Holiday Park
12.2012 - 02.2016
Front Office Manager
NRMA Treasure Island Holiday Park
07.2011 - 12.2012
Operations Officer
FreeSpirit Resorts & Holiday Parks
09.2010 - 07.2011
Senior Guest Relations Officer (Fraser Lodge Holiday Park)
FreeSpirit Resorts & Holiday Parks
06.2009 - 09.2010
Senior Travel Consultant
OzHorizons Travel
03.2006 - 06.2009
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