Melissa Andrews
Robertson,QLD
Summary
Dynamic and results-driven professional specialisaing in IT Project Management and Business Improvement Initiatives with a track record streamlining operations and improving efficiency. During my career i have lead cross-functional teams to deliver complex projects and strategic initiatives on time, within scope, and on budget. Excel in fostering a culture of continuous improvement by leveraging data-driven insights, implementing effective change management strategies, and aligning organisational goals with innovative solutions. Eager to bring expertise in project management and process optimisation to propel organisational success and innovation.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
Work History
Enterprise Solutions Business Development Manager
Area9 IT Solutions
07.2024 - 02.2025
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decision makers.
- Developed customised Atlassian solutions for customers based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Represented company and promoted the Atlassian product suite at conferences and industry events.
Customer Experience Manager
Data#3 Limited
12.2023 - 07.2024
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Accountable for the creation and execution of Strategic Initiatives, Account Plans, Service Delivery Plans, Contracts, and SLAs.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
Business & Service Improvement Manager
Datacom Systems (AU) Pty Ltd
12.2020 - 12.2023
- Trusted advisor to the Director of Technical Services for almost a decade I providing pivotal support in operational, financial, and commercial matters, including vendor and contract management.
- Managed large-scale organisational changes and strategic initiatives.
- Delivered presentations and training on measurement, analysis, improvement, and control methods, and conducted surveys to identify best practices
- Streamlined workflow processes for smoother project execution.
- Enhanced operational efficiency by implementing process improvement strategies.
- Led cross-functional teams to achieve targeted business outcomes.
- Monitored, measured, and reported on departmental operations, driving continuous improvement and ensuring compliance with customer contracts, leading to high satisfaction and renewals
- Improved resource allocation by analyzing and optimizing existing processes.
- Identified key areas for growth and developed strategies to drive continuous improvement.
- Automated an end-to-end approval workflow using Power Automate, increasing compliance from 80% to 96%
- Served as People Location Lead for QLD, responsible for employee engagement, staff events, and delivering monthly motivational town halls to over 300 attendees.
- Mentored and managed graduate employees.
Customer Improvement Manager
Datacom Systems (AU) Pty Ltd
02.2019 - 12.2020
- Supported the Head of Technology Operations in both internal and customer-facing delivery and engagement.
- Managed delivery, customer engagement, coordination, financial management, and vendor support functions.
- Enhanced operational efficiency by identifying process bottlenecks and implementing strategic solutions.
- Ensured adherence to quality management, health and safety standards, and legal stipulations across the ANZ Technology Operations team.
- Developed comprehensive improvement plans to streamline workflows and reduce redundancies.
ANZ Business Support Manager
Datacom Systems (AU) Pty Ltd
11.2017 - 02.2019
- Provided operational, financial, and commercial support to the Associate Director of Datacom Cloud Services
- Optimized team productivity by streamlining business processes and implementing efficient workflows.
- Led cross-functional teams to enhance collaboration and achieve project goals effectively.
- Led the Voice of the Customer program, conducting surveys and presenting data-driven improvement initiatives at the executive level
- Played a key role in achieving a Gallup score of 4.26 and successfully championed the company-wide Kaizen Transition, implementing a new ERP system.
- Analyzed business data to identify trends and inform strategic decision-making.
- Enhanced departmental performance through effective resource management.
Delivery Manager
Datacom Systems (AU) Pty Ltd
02.2017 - 11.2017
- Managed the operational aspects of the Professional Services team, including resource and financial management, utilisation, and performance reporting.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Streamlined the End of Month process and served as the Tenrox Administration SME, supporting the Queensland and National teams.
Project Manager
Datacom Systems (AU) Pty Ltd
10.2013 - 02.2017
- Delivered high-profile customer and internal projects, leveraging project management expertise in the IT industry.
- Managed financial and resource aspects of the Professional Services division, including ERP system migration and continuous user training.
- Successfully managed multiple projects simultaneously by prioritising tasks according to urgency, resource availability, and alignment with organisational goals.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Chaired the state's Social Club and CSR program.
Project Manager
eHealth Networks T/A Cloud9 Solutions
12.2012 - 10.2013
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Successfully delivered over ten software-related projects, managing end-to-end Software Migrations, including project initiation, training coordination, UAT resource management, and post-implementation reviews.
- Led the company's Telehealth Initiative, successfully rolling out new software and hardware packages to 40+ regional sites across Australia.
Release & Deployment Manager
EHealth Networks T/A Cloud9 Solutions
12.2012 - 10.2013
- Managed the release and deployment of monthly medical information software updates to over 150 sites across Australia during a secondment with IPN (Independent Practitioners Network)
- Streamlined the resource management process by developing a new scheduling methodology, improving update frequency from bi-monthly to monthly, thereby enhancing customer experience
Project Coordinator
EHealth Networks T/A Cloud9 Solutions
01.2012 - 12.2012
- Provided critical support for project managers delivering various IT projects, ranging from Greenfields to Software Migrations
- Oversaw project scope, schedules and financials, prepared and presented project status reports, managed project procurement, logistics and reconciliation.
- Optimised project procurement processes and workflows, enabling the successful delivery of 30+ hardware refresh projects
Receptionist
EHealth Networks T/A Cloud9 Solutions
09.2011 - 01.2012
- Front of house receptionist responsible for office management as well as procurement, invoice processing, asset, and travel management.
- Key achievements during this time were streamlining the reception role to maximise time management, training junior staff members and creating a comprehensive Standard Operating Procedure document for the position.
Receptionist & PA to Special Counsel
Greenberg Australia
12.2010 - 08.2011
- Personal Assistant to Special Counsellor and Receptionist, responsible for diary management, meeting organisation, minute taking, dictation, travel arrangement, document, and email drafting as well as office management and ad hoc support and assistance to the migration lawyers, agents and assistants as required.
- During my time in this role, I implemented an optimised data entry process significantly reducing the risk of human error and enhancing the customer experience.
Receptionist & Consular Assistant
Singapore High Commission
07.2010 - 12.2010
- Formal Receptionist at the Singapore High Commission responsible for delivering the highest standard of customer service to all guests of the High Commissioner and members of the public.
- Administrative duties included office management, high volume of phone inquiries, data entry, travel bookings, general email account maintenance, accounting/banking duties, function management and Notary Service including document preparation and scheduling.
- During my time, I developed a Standard Operation Procedure for the role increasing efficiency which enabled capacity for additional responsibilities.
- Provided exceptional customer service to foreign nationals, addressing their inquiries and concerns effectively.
- Developed innovative solutions for challenges faced during daily operations through creative problem-solving skills.
- Handled passport renewals, issuing new passports promptly while verifying all necessary supporting documents were provided accurately by applicants.
- Maintained detailed records of visa issuance, allowing for accurate reporting and analysis of trends in migration patterns.
Education
Diploma of Business -
Mentor Education
Online 01.2023 - 12.2023
Diploma of Leadership & Management -
Mentor Education
Online 01.2023 - 12.2023
Lean Six Sigma Black Belt -
Aveta Business Institute
Online 03.2021 - 03.2022
Intermediate Excel -
Excel Consulting
Brisbane, QLD 03.2017 - 03.2017
Prince2 Foundation -
Training Choice
Online 09.2015 - 09.2015
ITILv3 Foundation -
AXELOS
Brisbane, QLD 09.2014 - 09.2014
Diploma of Project Management -
Upskilled
Online 06.2012 - 06.2013
Certificate IV In Nursing (Partial) -
Canberra Institute of Technology
Woden, ACT 01.2006 - 06.2006
Certificate III Home And Community Care -
Canberra Institute of Technology
Woden, ACT 01.2005 - 12.2005
Certificate III In Aged Care -
Canberra Institute of Technology
Woden, ACT 01.2005 - 12.2005
Higher School Certificate -
Canberra College
ACT 01.2003 - 09.2004
Skills
- Process Optimisation
- Project Management Expertise
- Change Management Facilitation
- Data Analysis
- Proficient in Agile Practices
- Operational and Financial Management
- Risk Assessment and Mitigation
- Collaborative Team Leadership
- Interdepartmental Collaboration
- C-Level Relationship Management
- Effective Presentation Skills
- Enhanced Detail Orientation
- Strategic Growth Initiatives
- Continuous Improvement
- Workflow Visualisation
Timeline
Enterprise Solutions Business Development Manager
Area9 IT Solutions
07.2024 - 02.2025
Customer Experience Manager
Data#3 Limited
12.2023 - 07.2024
Diploma of Business -
Mentor Education
01.2023 - 12.2023
Diploma of Leadership & Management -
Mentor Education
01.2023 - 12.2023
Lean Six Sigma Black Belt -
Aveta Business Institute
03.2021 - 03.2022
Business & Service Improvement Manager
Datacom Systems (AU) Pty Ltd
12.2020 - 12.2023
Customer Improvement Manager
Datacom Systems (AU) Pty Ltd
02.2019 - 12.2020
ANZ Business Support Manager
Datacom Systems (AU) Pty Ltd
11.2017 - 02.2019
Intermediate Excel -
Excel Consulting
03.2017 - 03.2017
Delivery Manager
Datacom Systems (AU) Pty Ltd
02.2017 - 11.2017
Prince2 Foundation -
Training Choice
09.2015 - 09.2015
ITILv3 Foundation -
AXELOS
09.2014 - 09.2014
Project Manager
Datacom Systems (AU) Pty Ltd
10.2013 - 02.2017
Project Manager
eHealth Networks T/A Cloud9 Solutions
12.2012 - 10.2013
Release & Deployment Manager
EHealth Networks T/A Cloud9 Solutions
12.2012 - 10.2013
Diploma of Project Management -
Upskilled
06.2012 - 06.2013
Project Coordinator
EHealth Networks T/A Cloud9 Solutions
01.2012 - 12.2012
Receptionist
EHealth Networks T/A Cloud9 Solutions
09.2011 - 01.2012
Receptionist & PA to Special Counsel
Greenberg Australia
12.2010 - 08.2011
Receptionist & Consular Assistant
Singapore High Commission
07.2010 - 12.2010
Certificate IV In Nursing (Partial) -
Canberra Institute of Technology
01.2006 - 06.2006
Certificate III Home And Community Care -
Canberra Institute of Technology
01.2005 - 12.2005
Certificate III In Aged Care -
Canberra Institute of Technology
01.2005 - 12.2005
Higher School Certificate -
Canberra College
01.2003 - 09.2004
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