MELISSA GOLOMBICK BELL
Melbourne,VIC
Summary
With 17 years of work experience across diverse business disciplines, I'm a seasoned and technically aware professional who is committed to continuously improving productivity and performance. My expertise lies in project management, process optimisation, change management, systems and technology management, making me a versatile asset to any team. Additionally, I excel in quality enhancement activities, applying a practical approach to deliver high-quality work. My enthusiasm lies in making a difference through dedication to achieving business goals and fostering a positive and empowering work environment.
Overview
18
18
years of professional experience
Work History
Resource Planner and Scheduler
RACV - Home Security
03.2024 - Current
- Strategically plan and allocate resources to deliver exceptional products and services, ensuring alignment with technician team capacity
- Coordinate cross-functional efforts to meet contractual and departmental requirements efficiently
- Resolve customer complaints and address complex inquiries with professionalism and expertise
- Respond promptly to technical service installation requests, ensuring accuracy and timeliness
- Manage and optimise the work request queue to achieve prompt and efficient scheduling
- Communicate work requirements effectively to technicians, ensuring clarity and accountability
- Review and ensure scheduled tasks are completed to meet or exceed customer satisfaction
- Prioritize technician schedules and manage competing customer demands effectively
- Collaborate with the inventory team to ensure stock availability for seamless job execution
- Submit detailed job reports and invoices promptly daily
- Build and maintain strong relationships with external and regional contractors
- Identify and address system or product-related issues affecting operational performance
- Ensure compliance with corporate policies and business rules by adhering to established processes
- Contribute to the development and implementation of continuous improvements in supply chain processes
- Deliver exceptional customer service in all interactions, always maintaining professionalism
- Maintain accurate records in business systems, including customer details, discounts, and stock usage
- Facilitate customer requests such as cancellations and contract changes, ensuring seamless service delivery
- Seek opportunities to enhance operational efficiency through the development of business rules and procedures
- Foster effective relationships with internal and external stakeholders, including Sales, Service, Inventory, Finance, and Technicians
- Industry - Home Security
Program and Project Manager - Continuous Improvement
Anglo American, Global Shared Services
04.2022 - 12.2023
- Implement projects and programs that will deliver and secure sustainable long-term benefits in terms of user experience, efficiency, and effectiveness that drive innovation and continuous improvement of processes and systems
- Manage and facilitate the end-to-end project lifecycle by monitoring and reporting on project progress on delegated work scope to ensure that project parameters are understood by all stakeholders
- Manage project/transition teams and stakeholder expectations by ensuring that adequate change management and communication processes are embedded in each transition/project delivery
- Project data analysis and reporting on key insights through the tracking and maintenance of project activities against agreed scope, timelines, and budgets.
- Ensure continuous measurement of the performance of the processes, solutions, systems/ technology and services against defined key performance metrics, targets, and service level agreements
- Identify areas for improvement and opportunities to enhance and optimise processes to increase efficiency, effectiveness and customer service
- Build productive and effective stakeholder partnerships to gain buy-in
- Translate client requirements by designing and implementing fit-for-purpose value-adding client solutions and collaborating with key stakeholders at all levels of the organisation to build a culture of continuous improvement
- Implement process, quality and risk mitigation controls
- Be a catalyst for change by ensuring change is embedded to facilitate performance transformation projects. Support, coach, and mentor teams to build and embed new capabilities
- Contribute to and manage post-implementation adoption and monitoring reviews to ensure successful delivery has been achieved, pain points are resolved and enable these improvements to be made for future projects
- Embed the Agile Scrum Framework within the Global Continuous Improvement team and lead Scrum events to manage project/portfolio deliverables and tasks (Sprint, Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective)
Project Manager and Capability Consultant
inavit IQ (Pty) Ltd.
04.2018 - 04.2022
- Develop, deliver, drive initiatives, processes and systems to improve organisational performance and engagement
- Support and enable Clients and Management Consultants to build organisation capability, maintain a high performing culture and delivering excellent customer service
- Leading internal weekly sales meetings and update MS Dynamics leads and client database
- Diligently manage projects within timelines, scope and budget
- Develop project plans with consistent, continuous monitoring and controlling
- Engagement and communication with relevant or impacted stakeholders and decision makers
- Project documentation creation and maintenance with accurate version control
- Create and monitor project risk and change registers with accurate version
- control and determine, set and drive daily, weekly and monthly project rhythms
- Timeous preparation and submission of project reports, project dashboards and actions
- Project risk management and mitigation
- Ensure internal, external project team collaboration
- Establish professional client relationships and managing client expectations
Operations and Projects Manager
Duma Travel (Pty) Ltd.
12.2015 - 03.2018
- Frontline staff management and performance management
- Recruitment and selection, job description and performance contracts
- Project Manage and support on Group Projects
- Develop project plans with consistent, continuous monitoring and controlling
- Engagement and communication with relevant or impacted internal and external stakeholders and decision makers
- Determine, set and drive daily, weekly and monthly project rhythms
- Expense management and reconciliation with monthly reporting
- Supplier Management
- Systems and Technology Management
Delivery Process Manager
WorldsView Academy (Pty) Ltd.
07.2014 - 08.2015
- Manage the Project delivery team across four product portfolios (x6 permanent employees)
- Manage the Project delivery team across four product portfolios (x6 permanent employees)
- Monthly, quarterly, annual performance appraisals, review of departmental KPI's, departmental objectives and mentoring in line with individual
- development plans
- Daily team check-ins for capacity reviews, allocation of new projects in line
- with requested client delivery timelines
- Assist HR with recruitment and selection, onboarding of new team members, drafting of KPI performance contracts
- Track and control delivery expenses against approved budgets and monthly reporting
- Create and maintain product portfolio process standardisation playbook procedures
- Quarterly delivery process forecasting and budgets
- Create, implement, maintain a cost-effective and high-quality delivery process that routinely delights customers as measured by WorldsView Academy's information
- and customer feedback systems
- Effective project management of all programmes, product and service roll outs
- Ensure quality operational execution to enable greater volume, at a lower cost,
- better quality
- Set delivery quality and performance standards to ensure best practices, techniques and tools for planning, execution, deliverable tracking, communication and key performance metrics were consistently achieved and maintained
- Analysis of delivery processes and standards to eliminate bottlenecks and to ensure seamless delivery
- Escalation of risks across projects to key stakeholders and of post-risk mitigation measures to prevent reoccurrence
- Achieve pre-defined objectives for all client engagements, measure, track
- customer satisfaction and drive improvement actions
- Capability testing of existing delivery systems and platforms to ensure
- seamless product and service delivery in line with quality standards
- Define and communicate changes to internal processes, policies and implementing and operating of new delivery systems, equipment, software and other technologies
Campus Principal
MSC Business College
04.2013 - 06.2014
- End-to end recruitment and selection, onboarding, drafting of job descriptions, new employee KPI performance contracts and disciplinary action procedures in collaboration with Head Office HR
- Management of campus employees (x14 permanent direct reports)
- Lead and build team collaboration to achieve internal goals and campus performance targets set by Head Office
- Staff and student evaluations and exit interviews
- Student counselling and guidance sessions with parent intervention and cooperation
- Oversee, monitor campus procedures for customer service delivery, compliance, and governance purposes e.g., class timetables, annual curriculum planning, exam papers, moderation, and assessment of results
- Weekly and monthly class visits for Facilitator evaluations to ensure standardisation, compliance and high-quality learning delivery
- Build relationships to facilitate close working relationship between campus staff, student and parents
- Oversee campus monthly expenses against budgets
- Campus facilities maintenance, system/technology management in collaboration with suppliers
- Manage financial procedures in line with policies regarding student account payments, enforce student debt collection procedures
- Assist the Marketing Coordinator with the development and execution of marketing plans, career expositions, student events, fundraising, inter-branch teambuilding events and ordering of merchandise
- Staff counselling, training, development, and annual performance appraisals
Marketing Coordinator
MSC Business College
01.2013 - 03.2013
- Assist the Campus Principal with developing and implementing marketing plans
- Network with current and potential clients, creating linkages with businesses and managing social media presence
- Arrange and attend networking functions
- Arrange open days and public relations initiatives
- Liaise with newspaper and outdoor advertising companies
- Management, controlling and monitoring of all market related stock, material and student merchandise
- Arrange and manage special promotional events, expositions and conferences
- Assist the Campus Principal with student evaluations and exit interviews
Key Account Manager and Executive PA
Business Today
09.2009 - 12.2012
- General Executive PA duties, such as booking domestic and international travel, coordinating meetings and diary management, board reports, expense management etc.
- Design and development of new courses, business simulations and course material
- Design of company corporate image, marketing material and product brochures
- Design, grow and manage the company client database
- Manage corporate client events and engagements
- Training of junior staff members responsible for course material printing, preparation and packing
- Client portfolio management
- Compilation and maintenance of internal standard operational procedures
- Improve and maintain high-quality client service delivery targets through feedback evaluations and ratings received from clients, consultants and facilitators
Project and Recruitment Administrator
KLM Empowered Human Solutions Specialists
10.2007 - 07.2009
- Coordinate in-house events, including catering for events
- Compile tenders and reports
- Mentoring, training and induction of learners and new staff members
- Project Coordinator for the national Direct Marketing Association of South Africa
- Liaison with facilitators and qualification accrediting bodies
- Interviewing learners for internal learnership positions
- Full maintenance of company back-end website
- Screening of telephone calls, manage diaries and typing of relevant documentation
- Career seeker references
- Criminal background checks
- Coordinate and schedule interviews
- Source for suitable temp and permanent career seekers according to client requirements
- Prepare temp contracts and packs for clients and career seekers
- Collate temp timesheets, update the Career Centre Tracker system and prepare statistics for the Career Centre on a weekly basis
- Job vacancy advertising (newspapers and career website portal)
Marketing and Personal Assistant
Group SS/Bling Mobile
01.2007 - 09.2007
- Processing monthly payroll using Pastel Payroll and company expenses
- Management of all office administration duties
- Attended to sales orders
- Marketing Assistant for the Bling Mobile national car competition
- Management of the Health and Safety Program
Education
Certificatation - Lean Six Sigma
AIGPE International
01-2022
Certification - Agile Project Management
APMG International
01-2019
Certified Scrum Master
Scrum Alliance
01-2019
Certified Agile Scrum Master
Scrum Alliance
01-2019
Project Management
WorldsView Academy
South Africa01-2015
Change Management
WorldsView Academy
South Africa01-2015
Organisational Development
WorldsView Academy
South Africa01-2015
National Diploma - MS Office Software Specialist
Boston City Campus
01-2006
Bachelor of Arts - Corporate Communications
University of Johannesburg
South Africa01-2005
Matric Grade 12 Senior Certificate -
Die Fakkel High School
01-2002
Skills
- Project Delivery Management
- Streamlining Operational Processes
- Developing Capability Tools
- Change Navigation
- Workforce Planning
- Employee Performance Evaluation
- Training and Development
- Systems and Technology Management
- Quality and Risk Management
- Stakeholder Engagement
- Cross-functional collaboration
- Customer Centricity
- Interpersonal Communication Skills
- Collaborative Relationship Management
- People Management Expertise
- Microsoft Office Suite
- Microsoft Project Plan 3
- Microsoft Planner
- ClickUp
- Trello
- Microsoft Teams
- Microsoft Visio
- Smartsheet
- Google Data Studio
- MS Dynamics
- SharePoint
- NetSuite
Accomplishments
- Supervised teams of up to 14 staff members
- Built Dashboards to track monthly, quarterly, annual performance metrics, leading and lagging indicators
- Successfully collaborated with multiple cross-functional teams through end-to-end project delivery and hypercare
- Designed process maps and implement new processes with accompanying standard operating procedures
- Designed and facilitated the Introduction to Project Management training module at WordsView Academy as part of the Higher Certificate in Change and Organisational Development
- Successfully embedded the Agile Scrum Framework within the Global Continuous Improvement team and lead Scrum events to manage project/portfolio deliverables and tasks
- Led numerous continuous improvement projects from initiation to hypercare
- Mentored team members, contributing to their professional growth and promotions
Project Experience
- Organisation Design and Business Architecture
- Development and management of 360 assessment frameworks and assessments
- Development, review, and integration of organisational strategies
- Nuclear Safety Culture Assessments
- Organisational and Functional KPA and KPI alignment
- Change toolkits, transition support, impact assessments, navigation, and implementation of change activities
- Talent Capacity and Role impact Assessments
- Leadership Competency and Coherence Frameworks
- Organisational Culture Perception Assessments
- Systems, process, and technology implementation
- Training course content creation, design, and facilitation
- Back-office process optimisation and cost reduction
- Team dynamics and re-integration
- Strategy alignment and implementation
- Software modules/features/ implementation
- As-is process mapping and To-be process design with implementation
- Quality Audit Process improvement, risk and mitigation controls
- Standard Operating Procedure development and process alignment
- New process design, implementation, and long-term adoption
- Organisational incident management framework enhancement
- Solutions feasibility and user acceptance testing
Working Rights
South African Passport: A09028085
Subclass 482 Visa: 0039521378341
Timeline
Resource Planner and Scheduler
RACV - Home Security
03.2024 - Current
Program and Project Manager - Continuous Improvement
Anglo American, Global Shared Services
04.2022 - 12.2023
Project Manager and Capability Consultant
inavit IQ (Pty) Ltd.
04.2018 - 04.2022
Operations and Projects Manager
Duma Travel (Pty) Ltd.
12.2015 - 03.2018
Delivery Process Manager
WorldsView Academy (Pty) Ltd.
07.2014 - 08.2015
Campus Principal
MSC Business College
04.2013 - 06.2014
Marketing Coordinator
MSC Business College
01.2013 - 03.2013
Key Account Manager and Executive PA
Business Today
09.2009 - 12.2012
Project and Recruitment Administrator
KLM Empowered Human Solutions Specialists
10.2007 - 07.2009
Marketing and Personal Assistant
Group SS/Bling Mobile
01.2007 - 09.2007
Certificatation - Lean Six Sigma
AIGPE International
Certification - Agile Project Management
APMG International
Certified Scrum Master
Scrum Alliance
Certified Agile Scrum Master
Scrum Alliance
Project Management
WorldsView Academy
Change Management
WorldsView Academy
Organisational Development
WorldsView Academy
National Diploma - MS Office Software Specialist
Boston City Campus
Bachelor of Arts - Corporate Communications
University of Johannesburg
Matric Grade 12 Senior Certificate -
Die Fakkel High School
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