Rachel Hannah

• Build deep expertise in technical, operations and business knowledge pertaining to design, functionality, and rules.
• Contribute to the improvement of resource capacity, productivity, user experience, security ,and compliance by suggesting operation and system solutions
• Effectively oversaw the product development backlog ensuring alignment with the company's strategic goals.
• Evaluate and avocate for stakeholder feedback, ideas, and business requirements to identify opportunities for enhancing and resolving gaps in business processes and systems
• Work closely with stakeholders to develop solutions for BAU and in-project products. Co-lead TCAG workshops to gather feedback and map potential solutions with stakeholders.
• Lead the lifecycle of technical and operational changes from start to finish by conducting requirement analysis, designing solutions, creating development user stories, presenting for review and approval, conducting functional testing on business functionality effectively demonstrating results ensuring sign-off
• Apply Agile methodology to lead sprint planning, coordinate and perform BUAT, validating defects and iterate technical development
• Conduct business impact analyses and validations for technical and operational changes before production releases and operationalisation
• Demonstrate strong communication skills by effectively conveying changes and problem-solving approaches to stakeholders.
• Provide strategic advice on improving business processes, system functionality, and operational support by thoroughly assessing risks, potential benefits, security protocols, and compliance requirements.
• Develop, continually enhance and implement test centre admin process guides and training modules, technical and operational workflows for internal support.
• Deliver training and demo sessions on new processes and system functionalities to various stakeholders including test centre administrators, regional operations, corporate functions, and offshore support hubs
• SME in test centre admin and test taker experience, operation, functionalities, and features in Online Booking System (ORS and TAS), Payment gateway integration solutions, IELTS test delivery systems (Inspera, IWAS, ConnectPlus), Identified Authentication Management (IAM) application

Achievements:

Successful implementation of the global rollout of Identity Authentication Management (IAM) applications version upgrade

• Validated and assessed requirements in collaboration with vendors and stakeholders, including test centres and IELTS partners.
• Reviewed and approved technical development before release for production.
• Developed implementation and communication plan for over 150 test centres, comprising of more than 250 test locations and 300 computers.
• Created training modules and assessment, transformed process and technical user guide to digital format using ZingTree tool

Implementation of payment gateway integration

• Led end to end integration of multiple payment solutions for the booking system ORS - HSBC Omni, PayPal Smartbutton, Braintree Hostedfield, Veritrans, INNIPay, NeWeb Pay, Supay, and MPGS.

Launched and operationalied new product, IELTS Indicator

• Provided suggestion to improve the efficiency and effectiveness of operation processes in BAU environment
• Recognized as a top contender for the Terrific Transformation category of Global Excellent Award FY20 program, thanks to the successful launch and operationalisation of IELTS Indicator product.

Launched and operationised IELTS on Computer on Modernised platforms

• Played a key role in enhancing BAU processes and documentation across various systems and operational functions, benefiting the test center network and global support hubs
• Analyzed business impacts, performed business acceptance testing to ensure alignment with stakeholder expectations.

• Delivered operational and technical assistance to 150+ IELTS test centres in 40+ countries, corporate departments, regional management teams, and offshore Service Desk team while adhering to established procedures and policies by IDP Australia and IELTS partners.
• Provided effective troubleshooting solutions for technical incidents and addressed requests pertaining to the Online Booking System (ORS), Identity Authentication Management application (IAM), and Onscreen Marking (OSM) platforms.
• Streamlined existing processes by identifying opportunities and implementing new procedures based on process guides and work instructions.
• Utilised problem-solving skills to address operational and technical challenges.
• Produced and maintained critical reports to enhance operational efficiency (ServiceNow ticket SLA and volume) and measure customer satisfaction via feedback from Regional Management teams.
• Delivered training on business processes and systems while providing escalation support to offshore support hubs and IELTS Central Operation team based in Melbourne, Australia.
• Demonstrated strong ability to quickly learn new tasks and concepts, while maintaining a keen eye for detail.

Achievements:

Successfully implemented the Onscreen Marking project across 150+ IELTS test centers globally.

• Assisted pilot rollout phase and global implementation.
• Monitored and reported test delivery status across multiple time zones to ensure on time test paper scanning and result delivering.

Successfully implemented the transition of Onscreen Marking support to offshore Shared Services Hub.

• Developed comprehensive internal and external system and process support documentation.
• Delivered technical and operations training to offshore team members and provided ongoing support.

OSM project implementation and its BAU global support transition were awarded runner-up of Terrific Transformation category in Global Excellent Award FY17 program.

• Provided professional print advice and product ideas to small and medium businesses as well as government departments and corporate clients for their projects.
• Managed clients' print projects including high-profile events such as Grand Prix, Australia Open, Midsumma Festival, Moomba Festival, and public network rebranding for Yarra Tram, Public Transport Victoria, Vline.
• Coordinated and collaborated with an offshore Admin Support team to streamline the preparation of quotations, order processing, artwork approvals, production management, and quality control.
• Optimized efficiency of document production procedures and system work instructions
• Provided training to offshore Admin Support team in system and production procedures and processes
• Collaborated with local and offshore suppliers to optimize production and delivery timelines
• Managed the compilation and analysis of daily and weekly production data
• Managed prospect customer leads through CRM platform, infusionsoft.

Industry experience: Gained extensive experience in various aspects of printing industry, including paper and signage printing, print management, and meeting demands for print advertisements and promotional products

Achievements: Implemented and streamlined automation of print artwork and order processes using e-Quantum, a print solution platform, for corporate business cards, letterheads, and name badges. Enabled faster and more efficient order processing turnaround through automation.

• Promoted to Accounts Receivable role, assuming financial responsibilities for processing clients' invoices and monitoring debtor accounts. Managed the timely processing and reconciliation of monthly payments totalling AUD 300,000 from a client base of over 200.
• Produced monthly production report and analysis that highlighting company's operations for Management Director and Office Manager.
• Provided support to Account Payable officer in auditing and reconciling supplier invoices
• Provided support and escalation assistance to Production Coordinator team and Office Manager for resolving clients' inquiries related to order damage/loss and special arrangements.
• Gained extensive expertise in FMCG, promotional products, and product decorations industries.
• Demonstrated flexibility in supporting teammates and maintaining a positive work culture through encouraging collaboration

Achievements: Represented the company at the 2014 Hong Kong Gifts Fair, successfully attracting potential clients from Middle Eastern and European countries.

• Efficiently handled end-to-end processing of promotional product orders for clients across Australia. Consistently managed up to 80 daily orders totalling AUD 65,000 during peak period.
• Monitored and tracked production, dispatch, and shipments for both onshore and offshore operations.
• Advised and guided Managing Director in implementing accounting system to enhance operational efficiency and achieve accurate real-time inventory control.
• Ensured high client satisfaction by maintaining product quality and meeting delivery deadlines.

Achievements: Demonstrated to business owner and colleagues the efficiency and accuracy of using MYOB to manage inventories and automate purchase order and invoice processing, led implementation of inventory management in MYOB, provided MYOB functionality training to Production Coordinator team. As a result, inventory, purchase order and invoicing processing and management were streamlined, productivity was improved and inventory reporting was more accurate and real time.

• Supported Office Manager and Accounts Clerk in various administrative tasks including recording purchase orders, raising debtor and creditor invoices, cheque deposits, account auditing, and preparing office documents.
• Handled customer and supplier inquiries via various communication channels
• Demonstrated fast learning ability and positive attitude while being collegial with colleagues.