Hannah Buan

• Provided high-level administrative and executive support to the Major Gifts team, including calendar coordination, document preparation, and correspondence.
• Cultivated relationships with existing and prospective major gift donors, providing personalised stewardship activities.
• Liaised with internal departments to deliver tailored proposals, briefings, and meeting materials for senior stakeholders, and board members.
• Maintained accurate CRM records, tracked milestones, and prepared donor acknowledgment documentation.
• Supported end-to-end planning of donor events, visits, and activations, including travel arrangements and on-the-day coordination.
• Researched and identified new prospects for major gifts through wealth screening tools.
• Developed and implemented comprehensive major gifts program to secure long-term funding from donors.
• Maintained records of all donor contacts in the database system (Sugar), including contact information, interests, and giving history.
• Created online fundraising campaigns using social media platforms, with insightful content designed to highlight organisational objectives and attract givers.
• Facilitated collaboration between internal departments such as marketing and communications teams when working on campaigns targeting large donors.

• Supported cross-functional teams across major gifts, corporate partnerships, events, and marketing.
• Managed calendar scheduling, meeting coordination, travel arrangements, and communications for the fundraising team.
• Maintained accurate donor records and financial tracking documentation in line with internal procedures.
• Assisted in preparing presentations, briefing notes, purchase orders, and reports.
• Acted as a liaison between teams and external partners to ensure smooth project delivery and donor engagement.
• Developing and maintaining excellent working relations with internal and external stakeholders to maximise income generating potential from the supporters.
• Maintain excellent, up-to-date donor records and budgets in line with Taronga's financial policies and procedures.
• Assisted with donor research, identified potential new donors and tracked donor information.
• Maintained accurate records of donations received through various channels.
• Assisted in creating budget plans for each fundraising activity based on projected expenses and revenue goals.

Prepared purchase orders, requisitions, and other documents related to purchasing activities.

• Maintained accurate records of all purchases, invoices and payments.

• Oversaw day-to-day operations of a high-value accommodation experience, managing rosters, supplies, and guest needs.
• Assisted with budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
• Provided leadership, insight and mentoring to current and newly hired employees to supply knowledge of the overnight program and its expectations
• Coordinated weekly staff schedule to accommodate ongoing and seasonal needs
• Collaborated and engaged with key stakeholders to assess needs and to further build long lasting relationships
• Planned, developed and disseminated thorough tour itineraries and developed contingency plans for potential difficulties.
• Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability.
• Delivered exceptional logistical support for program delivery, supporting cross-department collaboration and reporting.

• Completing all aspects of the retreat operations such as using various web-based systems and greeted and assisting guests by gathering information pertaining to reservations or requests.
• Managed guest check-in and check-out procedures, reservations and payments.
• Managed customer complaints and rectified issues to complete satisfaction.
• Mentored new staff on correct procedures, compliance requirements and performance strategies.
• Worked with room service, housekeeping, maintenance and security to meet all guest needs.
• Developed lasting relationships with guests that built loyalty and drove hotel revenue.
• Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
• Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
• Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.

• Lead, mentor and coach a team of Guest Experience Officers and Volunteers, to deliver high quality customer service experiences in order to provide excellent guest experience and promote repeat visitation.
• Delivering exceptional and transformational guest experiences and world-class environmental education programs throughout the following divisions: Operations, Programs and The Wildlife Retreat.
• Ensuring the smooth experience of thousands of guests each day, all as a means of engaging them most effectively with in-grounds conservation messaging.
• Engaging with a diverse group of guests, sharing the stories of Taronga, and providing guided experiences that seek to build relationships with Wildlife and People.
• Building strong rapport with guests, adjusting communication and interpretation techniques to suit a range of different cultural backgrounds and ages.
• Arranged special accommodations for guests to enhance visitor experiences.

• Assist pharmacist with drug preparation and stock inventory.
• Handled customer inquiries with competence and high knowledge of drugs and medicines.
• Compiled prescriptions, patient information and other important papers for the company.
• Monitored inventory levels to inform pharmacists of shortages and facilitate resupply.
• Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions and refill instructions.
• Led a team of pharmacy assistants in interpreting, validating, and filling prescription orders and counseling customers on medications, appropriate dosage and self-administration schedules, side effects, and possible interactions.

• Delivering high quality customer service and administration to assess customers for eligibility for EAPA vouchers.
• Working in a high volume, fast paced call centre environment working with energy retailers to assist customers through effective and timely communication, issuing of vouchers and reports.
• Dealing with a broad range of enquiries and managing expectations on application outcomes using various web-based systems.
• Maintaining a high level of professionalism and empathy when communicating with potentially highly stressed or emotional customers in a high volume transactional environment.

• Fulfilled all retail clerk duties in a high end and fast paced sales outlet.
• Maintained high level knowledge of products and animal encounters resulting in exceptional feedbacks from guests and employers.
• Offer ideas to supervisors and management for items that should be promoted and customer satisfaction improvements.
• Motivated team by promoting teamwork, positive behavior and encouraging optimism.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Actively upholds Taronga Zoo’s vision to guests.