Harlan Maker
Rochedale,QLD
Summary
Talented professional considered a knowledgeable facilitator and dedicated problem solver. Bringing a decade of valuable expertise across a broad range of interconnected disciplines to drive company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
15
15
years of professional experience
Work History
Project Manager
Digital Makers
01.2020 - 06.2023
- Planned, prepared, and scheduled phases for projects ranging from 6 weeks to multi-year ongoing partnerships.
- Aligned existing roadmaps to external funding, reporting, and legislative requirements.
- Developed and prepared project roadmaps across diverse portfolios of informational needs and stakeholder technical literacy.
- Developed and prepared client facing project proposals in alignment with business objectives.
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Monitored and analysed project performance to identify areas of improvement and make adjustments while remaining true to project requirements.
- Provided detailed technical and operational direction for project challenges, consistently meeting deliverables according to deadlines.
- Prepared and submitted project invoices for review and approval.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Recruited and oversaw personnel to achieve performance and quality targets.
- Oversaw beta, soft, and hard launch rollouts.
- Led complex technical upgrades clients across a range of bespoke tools, configurable systems, and third-party integrations.
Digital Producer
Digital Makers
01.2019 - 01.2020
- Developed structures for ongoing product roadmaps and reviews to align with changing user needs, legislative requirements and funding demands.
- Streamlined operational processes and workflow to increase efficiency of team performance and resource allocation.
- Organized and managed digital assets through regular maintenance and content archiving.
- Researched and identified digital platforms aligned with project objectives, best practices, accessibility, and sustainability.
- Conducted meetings with staff to discuss production progress and to attain production objectives.
- Remained composed and highly professional in fast-paced and constantly changing environment, effectively handling challenging situations and difficult individuals to achieve objectives.
- Presented production ideas and determined creative scenarios for production and delivery.
Client Advocate
Digital Makers
05.2018 - 01.2019
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Built and strengthened long term client relationships by demonstrating an an in-depth understanding of individual business models, user requirements, and changing market needs.
- Proactively educated clients on new products, services, and tools to increase ongoing engagement and trust.
- Built relationships with customers and third-party suppliers to promote long term business growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanour.
- Developed and implemented strategies to enhance client satisfaction and improve client retention
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Evaluated client needs and developed tailored solutions to increase positive client feedback.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Customer Success Manager
Commerce Vision
02.2016 - 05.2018
- Development, implementation and ongoing presentation of the Commerce Vision Customer Success Program to drive customer profitability
- Weekly blogging and eDMs on industry-relevant topics with an aim to increase visibility and broaden the reputation of the business
- Creation of customer specific best practice whitepapers to assist customers in driving value out of the Commerce Vision platform
- Consulting with existing and new customers on best practices to drive business strategy and revenue using their eCommerce platform.
Software Advocate/Team Leader
Everydayhero
07.2011 - 11.2015
- Creation of, and support for, existing sustainable reporting solutions for both internal and external stakeholders
- Utilisation of user feedback to drive the creation of new API documentation
- Assisting third parties using the Everdayhero API
- Recommending best practices through the creation of guides and documentation.
Customer Service Representative/HSE Committee Member
AGL
04.2009 - 05.2011
- Inbound customer service
- Meeting key KPI's
- Call control
- Efficient use of SAP.
Trainee Administration Assistant
Queanbeyan City Council
04.2008 - 04.2009
- Front line customer service
- Diary maintenance
- Maintenance of office supplies
- Utilisation of MS Office and TRIM.
Skills
- Quality control
- Project planning
- Technical Support
- Project management
- Change Management
- Stakeholder relations
- Operational reporting
- Workflow coordination
- Process development and facilitation
- Document preparation, coordination and management
- Ongoing education of relevant legislation and best practice methodologies
Additional Information
For more information about my skills and experience, please contact me by calling 0403 062 799 or via email harlan.maker@gmail.com
Timeline
Project Manager
Digital Makers
01.2020 - 06.2023
Digital Producer
Digital Makers
01.2019 - 01.2020
Client Advocate
Digital Makers
05.2018 - 01.2019
Customer Success Manager
Commerce Vision
02.2016 - 05.2018
Software Advocate/Team Leader
Everydayhero
07.2011 - 11.2015
Customer Service Representative/HSE Committee Member
AGL
04.2009 - 05.2011
Trainee Administration Assistant
Queanbeyan City Council
04.2008 - 04.2009
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