Summary
Skills
Work History
Education
Languages
Volunteer Internships
References
Overview
61
Madelaine Coles

Madelaine Coles

Bellevue Hill,NSW

Summary

I am a highly accomplished professional with a proven track record in revenue generation and strong leadership qualities.

My current role as Governance Analyst, I ensure effective governance practices within a diverse range of organisations throughout Australia, while building sustained relationships with stakeholders from Chief Executive Officers to Chairman of the Board.

With impeccable personal presentation, grooming, and exceptional relationship management skills, I bring enthusiasm, energy, and a focus on driving results.

My recent involvement with MCC Young Members Committee has further enriched my experience in fostering connections and driving success within a community of young professionals. I am a valuable asset in driving results, building connections, and ensuring effective governance for any organisation.

Skills

  • Budget Control
  • Operations Management
  • Business Planning
  • Business Administration
  • Strategic Planning
  • Data Analysis
  • Contract Administration

Work History

Governance Analyst

Australian Institute Of Company Directors
10.2022 - 06.2024
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.
  • Identified trends and patterns in large datasets, leading to actionable insights for business growth.
  • Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.

Director

MAC & MAC (VIC) PL
01.2011 - 10.2023
  • Basement on View is a family owned boutique café situated within the Capital Theatre and Bendigo Arts Centre precinct, attracting large and diverse crowds on a daily basis from the local community and those attending displays and shows
  • Having assumed ownership responsibility of the venue from my deceased mother, I have had to manage and support the entire operation of Basement on View
  • This occurring at the same time I completed my fulltime studies and fulltime time employment
  • Managed the day-to-day operations
  • Continuously strive to develop FOH team members by giving timely, honest and ongoing coaching through one-on-ones and performance evaluations
  • Responsible for recruitment and development of the team
  • Developed strong relationships with suppliers and regular customers
  • Successfully managed 30 personnel, ensuring that the food, beverage and catering operation were maintained, taking steps to continually deliver customer service excellence
  • Created effective social media content strategy with a high engagement and retention rate
  • Daily administration of client enquires and consultations for functions, events and catering bookings.

Member, Client and Guest Relations Partner

Australian Institute of Company Directors
11.2020 - 10.2022
  • Collaborate with the National Member, Client and Guest Relations Team Leader and other Member, Client and Guest Relations Partners to implement agreed deliverables relating to AICD programs including events, courses, roadshows and related initiatives
  • Prepare for all end-to-end program logistics needs including booking venues, presenters, catering, set up and set down, and all other administrative functions as required ahead of time
  • Prepare for all end-to-end member, client and guest logistics needs including registration procedures, agendas, briefs, course notes, welcome emails and or administrative functions as required ahead of time
  • Ensure the consistent implementation of end-to-end delivery plans and processes to ensure a seamless member and client experience from registration to completion
  • As the primary contact, engage with all participants from program registration through to completion to provide guidance and answer queries
  • Host members, clients and guests across all designated face-to-face and virtual delivery platforms
  • Monitor all communication streams to resolve member, client and guest queries or concerns and escalate as appropriate
  • Collaborate with key internal stakeholders to ensure appropriate input and support is provided throughout each stage of delivery
  • Quality Assurance and Process Improvement
  • Ensure member and client needs, expectations and satisfaction are consistently met and exceeded
  • Ensure quality assurance standards are consistently delivered
  • Determine trends and recommend improvements based on member, client and guest surveys, feedback and interaction
  • Contribute to the development of the department operation plan, suggesting ideas that create solutions for the team, and in turn the organisation
  • Undertake or contribute to specific National projects or initiatives that support AICD's strategic plan as required
  • Proactively contribute feedback and ideas to AICD's for continuous improvement and to achieve OKRs, budgets and strategic goals
  • The Australian Institute of Company Directors (AICD) is the world's largest member based institution focussed on governance.

Data Analyst (contract)

Westpac Banking Corpation
07.2020 - 09.2020
  • Management of key client securities, business and consumer lending portfolio(s)
  • Delivery of transparent, customer centric and anticipative service to drive optimisation, innovation and continuous improvement
  • Effectively maintain databases across various data types and processing technologies
  • Manipulation of complex data to identify and remediate the relevant error/s identified
  • Provided administrative support to quality assurance, business lending and compliance departments to achieve project milestones
  • Management of operations with various banking platforms and valuation tools
  • Actively contributed to the high-quality standard of data compliance in accord with relevant legislation and departmental guidelines.

Program Executive

Australian Institute of Company Directors
10.2019 - 04.2020
  • Assistance with the management and delivery of AICD's diverse education and events portfolio, as part of the Victorian Division team
  • Provides executive assistance, support and direction to regional councils, in addition to contributing to and leading aspects of the overall corporate events and program design and execution strategy
  • Delivered on the operational direction of the relevant program area by managing the end to end program cycle
  • Work closely with Program Managers, Program Coordinators and other cross functional teams to develop scope, deliverables, required resources, work plans, budget and timing for initiatives
  • Organise and book external venues for programs when required
  • Assistance in the development and distribution of course collateral, agendas, briefs, flyers, course notes, welcome emails and other marketing collateral as required
  • Open and close programs as required
  • Assistance with research into potential program topics and engage presenters for sessions as required.

Global Account Executive

Red Helmet Technology
06.2018 - 09.2019
  • Red Helmet Technology offers next generation emergency, event management and customised software solutions that act as key enablers to safer cities
  • Business development of global clients, delivering high-quality customer-centric e-business strategies, solutions, tools and services
  • Develop and implement new marketing, brand strategies and new product offerings that meet current and emerging customer/user needs and expectations
  • Stakeholder management with major international, national and local event-based clients including Australian Grand Prix Corporation, City of Melbourne, Golf Australia, St Kilda Festival, other major municipalities and private and public sector clients
  • Lead global customer care initiatives, events and the sales team to drive strategy, increased revenue and overall customer experience across key global accounts
  • Ensure programs are delivered to a high professional standard
  • Overcome programs risks and potential risks
  • Ensure that consumer needs, expectations and satisfaction are proactively maintained including quality assurance standards
  • Conduct and collate Program surveys and report on trends and possible opportunities for improvements to Program Managers
  • Implement procedures and standards for a seamless client experience
  • Manage and monitor the schedule of programs and initiatives to ensure up to date information is on the calendar/s
  • Attend essential meetings as scheduled ie Committee/Council/Sponsorship meetings and minute take where required.

Manager Customer Experience

Remembrance Parks Central Victoria (RPCV)
05.2017 - 06.2018
  • Lead the design, management and execution of the inaugural customer experience strategy, including the commercial delivery of all products and services to a broad range of internal and external clients for RPCV, a Statutory Authority operating as an independent Government owned enterprise comprising of six Cemeteries and a Crematorium in Central Victoria.

Education

Bachelor of Arts - Management

Deakin University
Melbourne, VIC
11.2017

High School Diploma -

Girton Grammar School
Melbourne
11.2013

Languages

Dutch
Full Professional

Volunteer Internships

  • Melbourne Cricket Club - Young Members Committee (2022 - current)
  • Bendigo Fashion Festival, Chair (2015 - 2019)
  • Groovin the Moo Bendigo Event, Event Staff (2017 - 2019)
  • Bendigo Rotary Club of Bendigo Sandhurst, Young Volunteer member (2014 - 2018)
  • Bendigo White Night Event, Event Internship (2018)
  • Royal Botanic Runway - in partnership with Melbourne Spring Fashion Festival, Event Internship (2014)
  • Bendigo Home and Leisure Show, Event Internship (2013 - 2015)

References

Available on request

Overview

13
13
years of professional experience

Similar Profiles

  • Karen Kirton

    Karen KirtonKaren Kirton

    Head of Process Excellence and Change at Australian Institute of Company DirectorsHead of Process Excellence and Change at Australian Institute of Company Directors

    View Profile
  • Dorji Tshering

    Dorji TsheringDorji Tshering

    Members and Business Centre Coordinator at Australian Institute of Company Directors (AICD)Members and Business Centre Coordinator at Australian Institute of Company Directors (AICD)

    View Profile
  • Subodh Karki

    Subodh KarkiSubodh Karki

    Service Desk Analyst at Australian Institute Of Company DirectorsService Desk Analyst at Australian Institute Of Company Directors

    View Profile
Madelaine Coles