Paola Balboa Viana

• Managed multiple projects aligned with business goals, ensuring adherence to timelines and budgets using Projectworks and Jira
• Led the implementation of Scrum practices, including sprint planning, daily stand-ups, and retrospectives, significantly enhancing team efficiency and project outcomes
• Designed and executed new processes to improve team collaboration and project delivery, supporting system-wide reforms and process optimisation
• Managed relationships with business stakeholders, ensuring alignment with project goals and facilitating regular updates and feedback loops
• Led change initiatives related to project processes and system improvements, providing training and support to stakeholders
• Played a key role in the adoption of new software systems to streamline administrative functions and reduce errors
• Developed and maintained detailed progress reports and dashboards, providing transparency and actionable insights to senior management

• Optimised invoicing and payment processes, improving payment accuracy and reducing administrative burden
• Worked across departments to improve financial reporting systems and internal processes
• Provided financial reports to executives, contributing to data-driven decision-making and process enhancements

• Worked with developers to identify and implement enhancements in online ordering systems, improving functionality and customer satisfaction
• Managed customer inquiries and implemented solutions to improve service delivery and overall customer experience

• Led operational processes to increase engagement and sales, while improving team performance through training and coaching
• Analysed customer behaviour and sales data to develop strategies that improved service delivery and business performance

Relocated to Australia to study English, followed by completing Certificates III and IV in Information Technology. During this time, I worked in the hospitality industry across various settings—including functions, cafés, and concerts—where I developed strong communication and customer service skills, and thrived in fast-paced, high-pressure environments.

• Led efforts to optimise back-office systems, increasing operational efficiency and improving system performance
• Created SQL-based reports that provided critical business insights, contributing to strategic decision-making

• Managed IT solution implementations, ensuring they met the specific needs of business units
• Identified project risks and worked to mitigate them, ensuring successful project delivery and system integration
• Provided process recommendations that streamlined operations and reduced administrative tasks