Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Accomplishments
Languages
References
Timeline
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Melinda Sedgwick

Carrum Downs,Vic

Summary

Detail-oriented Business Analyst with 13 years of experience conducting analysis and research to come up with solutions to common business problems. Polished in formulating business improvement strategies and overseeing new technology and system implementation. Commercially-aware professional with in-depth knowledge of computing systems and project management techniques. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Senior Business Analyst /Senior Salesforce Consultant

South East Water
Frankston, Vic
01.2016 - Current
  • Developed business process models to identify and document customer requirements.
  • Analyzed existing systems and processes, identified gaps and recommended improvements.
  • Conducted stakeholder interviews to understand user needs and preferences.
  • Reviewed system design specifications for completeness, accuracy, consistency, traceability and usability.
  • Performed root cause analysis to determine underlying issues in complex problems.
  • Developed detailed project plans outlining tasks, deadlines and resources needed for successful implementation of projects.
  • Designed use case scenarios to demonstrate how users interact with the system or application.
  • Provided technical assistance on software development projects by providing feedback on design documents and code reviews.
  • Identified opportunities for automation of manual processes through technology solutions.
  • Conducted gap analysis between current state processes and desired future state processes.
  • Worked closely with clients to ensure their satisfaction with the delivered product or service.
  • Collaborated with stakeholders to define features, integrations and partnerships.
  • Assessed programs to identify risks or problems to determine appropriate responses.
  • Delivered training sessions to end users on Salesforce features and functionality.
  • Lead the creation of test plans and strategies for unit testing and UAT.
  • Collaborated with cross-functional teams including developers, QA engineers .
  • Recommended improvements to facilitate team and project workflow.
  • Leveraged Agile methodologies to move development lifecycle rapidly through initial prototyping to enterprise-quality testing and final implementation.
  • Wrote user manuals and other documentation for roll-out in customer training sessions.

Business Analyst

South East Water
Frankston, Vic
01.2011 - Current
  • Collaborated with stakeholders across departments to define requirements for new projects.
  • Drafted functional specifications documents outlining project scope, objectives and deliverables.
  • Created detailed process flows and user stories to document system requirements and design solutions.
  • Conducted interviews with subject matter experts to gather information on existing systems and procedures.
  • Identified gaps between current state and desired future state operations.
  • Prepared documentation summarizing findings from stakeholder meetings and workshops.
  • Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
  • Reviewed existing policies and procedures against industry standards for compliance purposes.
  • Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
  • Maintained library of model documents, templates or other reusable knowledge assets.

Quality Assurance Officer

South East Water
Frankston, Vic
01.2006 - Current
  • Developed and implemented quality assurance standards for all processes.
  • Monitored compliance with established policies, procedures, and regulations.
  • Investigated customer complaints regarding product quality and ensured corrective action was taken promptly.
  • Advised management on changes needed in order to improve existing processes or develop new ones.
  • Participated in design reviews of new products and processes prior to implementation.
  • Established procedures and quality standards.

Call Centre Operator

South East Water
Frankston, Vic
06.1997 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Maintained updated knowledge through continuing education and advanced training.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Collaborated with others to discuss new opportunities.
  • Recognized by management for providing exceptional customer service.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.

Education

Product Management Fundamental, RMIT -

04.2024

Salesforce Trailhead Certification -

04.2024

Fast Lead Leadership Training -

12.2022

Xray Academy -

05.2022

Principles of Project Management -

12.2021

Leadership: Identify, Influence and Power (LEAD) -

06.2021

Skills

  • Product And Service Knowledge
  • Requirements Gathering
  • Project Management
  • Rapport And Relationship Building
  • Agile Methodology Knowledge
  • Process Change & Implementation
  • Change Management
  • Process Improvement
  • Test Case Management
  • Enterprise Software Implementation
  • Product Usage Education
  • Issue Identification And Resolution
  • Risk Mitigation
  • Cross-Functional Collaboration
  • Software Development Methodology
  • Systems Analysis
  • Process Improvements
  • Relationship Building And Management
  • Project Documentation
  • Process Implementation
  • Business Process Mapping
  • Business Process Design
  • Business Documentation
  • Customer Engagement

Affiliations

  • Passionate Staffordshire Bull Terrier breeder, partnering with highly known breeder in Victoria to breed high quality pups.
  • Sports trainer for my son's junior footy team
  • Enjoy creating and designing new looks for garden.
  • Volunteering at local junior football club

Certification

  • ACS Certified Professional - Australian Computer Society - Certificate ID A-438857 - 28/02/2024

Accomplishments

  • Seconded into a Leadership role for 12 months leading the Corporate Asset Application Team within Business Technology Branch.
  • Consistently act as CRM Salesforce Applications Team Leader when required
  • Recognized by Solution Architecture Team Lead for my role and delivery of the Property Leasing solution (Indeed, very good news. Kudos to @Sedgwick, Melinda for the business analysis and architecture and data interpretation work on what turned out to be a much trickier piece of work than any of us expected. Had we done this in Oracle CX as KPMG originally wanted we’d be millions in the hole with no end in sight so well done on the successful Salesforce implementation. Paul.)
  • Recognition from other business area management teams regarding my expertise and knowledge, around business processes, applications and ability to pivot with the changing needs of the business.

Languages

Hungarian
Native/ Bilingual

References

References available upon request.

Timeline

Senior Business Analyst /Senior Salesforce Consultant

South East Water
01.2016 - Current

Business Analyst

South East Water
01.2011 - Current

Quality Assurance Officer

South East Water
01.2006 - Current

Call Centre Operator

South East Water
06.1997 - Current

Product Management Fundamental, RMIT -

Salesforce Trailhead Certification -

Fast Lead Leadership Training -

Xray Academy -

Principles of Project Management -

Leadership: Identify, Influence and Power (LEAD) -

Melinda Sedgwick