MARIA CANNAVO
Airport West,Australia
Summary
People Connect Specialist with 2+ years’ experience in HR operations, employee relations, and process improvement. Recognized for delivering high-quality support to employees and leaders, driving compliance, and enhancing the employee experience through innovative solutions. Adept at managing sensitive issues, implementing best practices, and building strong stakeholder relationships.
Overview
16
16
years of professional experience
Work History
People and Culture Operations Specialist
Transurban
09.2022 - Current
- Manage, plan, organise and prioritise own workload and timelines to achieve set objectives within specified timeframes; whilst working on a variety of tasks across the broad spectrum of Human Resources
- Respond to first level queries raised by employees and people leaders through appropriate channels
- Manage employee change requests and prepare employee correspondence with a high degree of accuracy
- Strong focus on P&C compliance management including supporting cyclical compliance activities and minimising risk across the employee and contingent worker lifecycle
- Identify opportunities for improvement to enhance processes and the experience for P&C stakeholders
- Assist in the coordination of a range of P&C initiated employee programs
- Provide support for the delivery of P&C projects including reporting materials
- Prepare job evaluations and job slotting for new and existing roles within the business
- Facilitated stakeholder communications, aligning objectives and driving project alignment across various teams.
- Implemented necessary changes in response to shifting business needs, maintaining a proactive approach to problem solving.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Facilitated team meetings to encourage collaboration and share best practices across organization.
- Streamlined operational workflows, enhancing process efficiency and reducing turnaround times.
Resolution Advisor
Transurban
01.2020 - 09.2022
- End to end case management of sensitive and complex complaints over the phone, by mail and email
- Manage complaints received from the following external bodies: Tolling Customer Ombudsman, Department of Transport of Main Roads and Ministerial complaints
- Investigation and preparation of correspondence to customers, internal and external stakeholders
- Provide reporting to customers, internal and external stakeholders
- Identify and manage risks such as mental health and financial hardship crises as well as safety, media and Ombudsman threats
- Investigation and implement Business improvement strategies to create efficiencies in complaint handling
- Management and triage of incoming complex enquiries and complaints
Relationship Officer
Interleasing
09.2016 - 09.2019
- Manage the preparation of quotations, place orders, and administer the changeover of vehicles within the companies agreed SLA guidelines
- Pro-active management of lease expiry and replacement process, ensuring that contracts are linked in all circumstances and are updated with accurate and relevant information
- Provide reporting data to clients ensuring proactive management of their account
- Identify cost saving opportunities and initiatives to strengthen client relationship and loyalty
- Ensure that key administrative tasks comply with key business policies e.g. registration of vehicles, credit requirements etc.
Customer Service Officer
Maxxia
03.2015 - 09.2016
- Management of existing customer migration by liaising with various stakeholders including payroll, employer executives and financial institutions
- Manage inbound enquiries for existing novated lease customers
- Process orders and customer requests within agreed SLA’s
- Proactive assessment of customer accounts to ensure financial obligations are met
- Resolution of customer disputes dealing with internal and external stakeholders
- Self-manage performance to meet business objectives
- Create customer advocacy through excellent customer service
- Liaise with various departments to ensure customer needs are met
Complaint Resolution Specialist, Subject Matter Expert and Team Leader
Telstra
01.2011 - 01.2014
- Manage complex inbound billing and complaints traffic
- Managed a team of 20 as a Team Leader supporting staff in decision making, motivating and encouraging staff to meet business objectives and exceed customer expectations
- Self-manage performance to meet business objectives such as Net Promotor Score
- Manage and resolve complex customer complaints creating customer advocacy through excellent customer service
- Support new and existing staff members with customer scenarios, billing systems and product knowledge
- Prepare for and hold conduct management discussions
- Construct and facilitate team meetings
- Achievements:
- Worked alongside HR representative on Employee Engagement Program resulting in lower UPA across the centre by 4.7% within two months
- Selected to join talent pool team to further career opportunities
- Selected by Centre manager to attend customer framework conference to assist in renaming Telstra values
- Voted “Most Valuable Subject Matter Expert” by peers and leadership
- Nominated for a quarterly award for outstanding performance
Dispensary Technician & Pharmacy Assistant
Barry Dobyn Pharmacy
01.2010 - 01.2011
- Provide over the counter counselling for S2 and S3 products overseen by Pharmacist
- Perform Webster packing for Aged care and Disability care homes
- Dispense prescriptions under the supervision of the Pharmacist
- Instore and over the phone customer service
- Prescription sorting
- Merchandising
- Stock ordering, stock handling and maintenance
- POS and cash handling
Skills
- HR operations experience
- Skilled in utilizing Workday systems
- Proficient in stakeholder management
- Proficient in problem analysis
- Proficient in Microsoft Word, Excel and PowerPoint, Co Pilot
- Excellent written and verbal communication
- Expert in handling confidential information
- Organised team player
- Mature and professional outlook
- Certificate 4 in Pharmacy Assistance/Dispensary Technician
- Certificate 3 in Customer Contact
- Operational efficiency
- Planning and coordination
- Cross-functional communication
Timeline
People and Culture Operations Specialist
Transurban
09.2022 - Current
Resolution Advisor
Transurban
01.2020 - 09.2022
Relationship Officer
Interleasing
09.2016 - 09.2019
Customer Service Officer
Maxxia
03.2015 - 09.2016
Complaint Resolution Specialist, Subject Matter Expert and Team Leader
Telstra
01.2011 - 01.2014
Dispensary Technician & Pharmacy Assistant
Barry Dobyn Pharmacy
01.2010 - 01.2011
Specific Expertise
HR Operations Specialist, Resolution Advisor, Relationship Officer, Complaint Resolution Specialist, Customer Service Representative, Subject Matter Expert, Team Leader, Dispensary Technician, Pharmacy Assistant, HR Generalist Operations Support, Complaint Management, Relationship Management, Business Administration, Customer Service