Sarah Potts

• Assisted in developing training materials for internal staff on new products or services.
• Analysed existing systems and processes to identify areas of improvement.
• Conducted interviews with subject matter experts to gather information on existing systems and procedures.
• Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
• Created detailed process flows and user stories to document system requirements and design solutions.
• Translation of requirements into IT deliverables.
• Collaborated with stakeholders across departments to define requirements for new projects.
• Provided technical support during user acceptance testing cycles.
• Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
• Drafted functional specifications documents outlining project scope, objectives and deliverables.
• Served as primary liaison between client and multiple internal groups to clarify goals and manage expectations.
• Undertook comprehensive project management duties, ensuring timely delivery of project objectives.

Notable Projects and Achievements.

• Co-led the transition of Council's ERP from on-prem to a SaaS platform in 2022, resulting in reduction of hardware and maintenance costs by 20% and improved system performance.
• Co-led and acted as Test Lead for a major version upgrade of Council's ERP in 2024, resulting in more efficient processes within Supply Chain, Finance, Assets Management and Human Resources & Payroll, as well as less customised and bespoke configuration allowing Council to take advantage of out of the box business process automation and reduce licensing costs.
• Streamlined version upgrades and financial year configuration updates for 4 major systems resulting in a reduction in lead up time and time spent on preparation and testing.

• Established user stories and requirements
• Mapped and documented interfaces between legacy and new systems.
• Created, analysed, and validated detailed functional specifications.
• Facilitated design sessions with the implementation team to define the solution.
• Created detailed process flows and user stories to document system requirements and design solutions.
• Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
• Supported the Senior Business Analyst with issue and backlog management.
• Accommodated Scrum ceremonies and daily stand-ups.
• Monitored progress of sprints, providing visibility into project status for stakeholders.
• Supported the development team in understanding user stories, acceptance criteria and definition of done.

Notable Projects and Achievements.

• Assisted with the implementation of a B2C SSO authentication platform, which had a 35% sign-up rate within the first 4 months of being launched, among all 36,000 NSW solicitors.
• Managed integration between the platform and various Law Society digital applications, resulting in easier access to member benefits by eliminating the need for multiple usernames and passwords.

• Managed the annual certification renewals of over 30,000 practising solicitors
• Created training materials and conducted group trainings on new processes or procedures.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
• Conducted regular performance reviews to assess individual team member progress.
• Participated in regular meetings with senior leadership to provide updates on team progress.
• Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
• Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.

• Responded promptly to customer inquiries or complaints in a polite manner.
• Enforced compliance with regulatory standards and practising certificate conditions.
• Assessed applications for the removal of conditions from practising certificates.
• Wrote and submitted reports on non-compliance of practising conditions, providing resolution recommendations based on precedents

• Organized and managed files according to established procedures.
• Monitored inventory levels of supplies used in the registry office.
• Conducted research into customer requests when necessary to fulfil their needs.
• Provided administrative support for registry staff in their roles.
• Implemented security protocols for access to sensitive information stored in the CRM.
• Assisted in training new staff members on proper use of the CRM.
• Developed automated filing systems to improve efficiency within the office.
• Reviewed existing forms, policies, and procedures ensuring availability of correct and current information.

• Conducted periodic reviews to ensure compliance with internal record keeping guidelines.
• Assisted in developing and implementing a records management system to ensure accurate tracking of records.
• Reviewed documents for completeness prior to filing or archiving them.
• Organized physical files and scanned documents into digital format for easier retrieval.
• Performed data entry tasks for maintaining electronic databases for all records.
• Retrieved files from off-site storage facilities when requested by authorized personnel.
• Ensured document retention schedules are followed in accordance with legal requirements.

• Prepared monthly reports on sales figures, expenses, profits.
• Monitored inventory levels and placed orders to restock shelves.
• Conducted daily store operations, including opening and closing procedures and cash handling.
• Managed daily banking activities such as deposits and withdrawals.
• Established customer service standards and monitored staff compliance.
• Organized promotional events to increase product awareness.
• Recruited, trained and supervised new employees.
• Developed strategies to maximize sales and profitability.
• Developed relationships with suppliers to negotiate better prices.
• Created weekly work schedules for store personnel.

• Kept informed on changes in prices, discounts, and promotions offered by the company.
• Performed daily updates of tickets where prices had changed.
• Produced weekly promotional banners and installed in-store
• Managed store switchboard.
• Generated systems reports for Section Managers.