Summary
Skills
Work History
Education
Languages
Overview
References
Volunteer Internships
References
Generic

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. Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

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. Experienced with data analysis, statistical modelling, and business intelligence tools. Utilises analytical skills to identify trends and provide actionable insights that support business decisions. Knowledge of data visualisation techniques and effective communication ensures clear presentation of complex information to stakeholders. Experienced with business strategy, financial oversight, and team leadership. Utilises effective communication and negotiation skills to foster partnerships and drive success. Track record of optimising operational processes and enhancing organisational performance. Knowledgeable analyst with proven track record of strategic leadership and business development. Successfully led initiatives that resulted in significant revenue growth and enhanced client relationships. Demonstrated expertise in financial planning and operational efficiency.

Skills

  • Operations Management
  • Creative and Critical Thinking
  • Business Administration
  • Strategic Planning
  • Data Analysis
  • Contract Administration
  • Process Improvements
  • Customer Relationship Building

Work History

Sector Partner

Australian Institute of Company Directors
07.2024 - Current
  • Coordinate and execute initiatives for not-for-profits, ASX 200 companies, Public Sector, First Nations, and diversity and inclusion. From design to evaluation, I manage program delivery, ensuring effective stakeholder communication and continuous improvement.
  • Achieved successful client outcomes by identifying and addressing their unique needs and goals.
  • Stayed informed on industry developments and market trends to gain competitive advantage.
  • Networked with other professionals and organizations to expand contacts and opportunities.

Governance Analyst

Australian Institute Of Company Directors
10.2022 - 06.2024
  • Efficient Report Writing: Implemented streamlined processes for report writing, optimizing data analysis and interpretation to produce concise and actionable reports within specified timeframes.
  • Governance Analysis: Conducted in-depth governance analysis, identifying key trends and patterns within regulatory frameworks and industry standards to ensure compliance and mitigate risk.
  • Actionable Insights: Translated complex governance data into clear, actionable insights, providing stakeholders with valuable information to support strategic decision-making and risk management.
  • Model Development: Developed sophisticated analytical models tailored to governance analysis, enhancing forecasting accuracy and risk assessment capabilities to drive informed decision-making processes.
  • Clear Communication: Utilized effective communication strategies to convey complex governance findings to diverse stakeholders, facilitating understanding and alignment on governance-related initiatives and strategies.
  • Cross-Functional Collaboration: Collaborated closely with cross-functional teams to integrate governance analysis findings into broader organizational strategies, fostering a cohesive approach to risk management and compliance.
  • Comprehensive Reporting: Developed comprehensive governance reports, incorporating relevant data, insights, and recommendations to support informed decision-making at various levels of the organization.
  • Quality Assurance: Ensured the accuracy and reliability of governance reports through rigorous quality assurance processes, adhering to established standards and best practices in data analysis and reporting.
  • Continuous Improvement: Proactively sought opportunities to enhance report writing processes and governance analysis methodologies, driving continuous improvement initiatives to optimize efficiency and effectiveness.
  • Documentation and Knowledge Sharing: Created comprehensive documentation outlining governance analysis methodologies and reporting protocols, facilitating knowledge sharing and ensuring consistency in governance reporting practices across the organization.

Member, Client and Guest Relations Partner

Australian Institute of Company Directors
11.2020 - 10.2022
  • Collaboration: Work closely with the National Member, Client and Guest Relations Team Leader and other team members to implement deliverables related to AICD programs, events, courses, and initiatives.
  • Logistics Preparation: Handle end-to-end logistics for programs, including venue bookings, presenter arrangements, catering, and administrative tasks, ensuring everything is prepared well in advance.
  • Participant Support: Provide support to members, clients, and guests throughout their engagement with AICD programs, from registration to completion, addressing queries and providing guidance.
  • Hosting Responsibilities: Host participants across various delivery platforms, ensuring a smooth experience for both face-to-face and virtual interactions.
  • Communication Management: Monitor communication channels to address queries or concerns promptly and escalate issues as needed, maintaining a high level of responsiveness and service.
  • Stakeholder Collaboration: Collaborate with internal stakeholders to ensure support and input are provided at every stage of program delivery.
  • Quality Assurance and Improvement: Ensure that member and client needs are consistently met and exceeded, maintain quality assurance standards, and identify opportunities for process improvements based on feedback and interaction.
  • Contribution to Strategic Planning: Contribute to the development of the department's operation plan, suggesting ideas and solutions that align with AICD's strategic goals.
  • Project Participation: Undertake or contribute to specific national projects or initiatives that support AICD's strategic plan as required.
  • Continuous Improvement: Proactively provide feedback and ideas for continuous improvement within AICD, aiming to achieve objectives, budgets, and strategic goals.

Director

MAC & MAC (VIC) PL
01.2011 - 10.2023
  • Team Development: Implementing a robust coaching framework, I've consistently nurtured our Front of House (FOH) team members through personalized one-on-one sessions and performance evaluations, fostering their professional growth and enhancing service standards.
  • Recruitment and Training: Spearheading the recruitment process, I've carefully selected and cultivated a talented team, ensuring they align with our vision and ethos. Continuous training has been instrumental in maintaining operational excellence.
  • Supplier and Customer Relations: Establishing enduring partnerships with suppliers and fostering rapport with our diverse clientele, I've upheld quality standards and bolstered community engagement, contributing to our sustained success.
  • Personnel Oversight: Managing a sizable team of 30 personnel, I've effectively coordinated food, beverage, and catering operations, prioritizing customer satisfaction while upholding service standards.
  • Social Media Management: Crafting and executing an impactful social media content strategy, I've bolstered our online presence, driving engagement and retention rates, and effectively leveraging digital platforms to expand our reach.
  • Client Consultations: Facilitating daily inquiries and consultations for functions, events, and catering bookings, I've served as a dedicated point of contact, ensuring seamless coordination and exceeding client expectations.

Data Analyst (contract)

Westpac Banking Corpation
07.2020 - 09.2020
  • Client Securities and Portfolio Management: My role involves the oversight and management of key client securities, as well as business and consumer lending portfolios.
  • Customer-Centric Service Delivery: I am dedicated to delivering transparent, customer-centric service aimed at driving optimization, innovation, and continuous improvement.
  • Database Management: I effectively maintain databases encompassing various data types and processing technologies, ensuring their accuracy and reliability.
  • Data Analysis and Remediation: I specialize in manipulating complex data to identify and remediate any errors promptly, contributing to data integrity and decision-making processes.
  • Administrative Support: I provide crucial administrative support to quality assurance, business lending, and compliance departments, aiding in the achievement of project milestones.
  • Operations Management: I manage operations across various banking platforms and valuation tools, enhancing efficiency and effectiveness in the process.
  • Data Compliance: Actively contributing to maintaining high-quality data compliance standards in accordance with relevant legislation and departmental guidelines is a key aspect of my role.

Program Executive

Australian Institute of Company Directors
10.2019 - 04.2020
  • Management and Delivery of AICD's Education and Events Portfolio: I am responsible for overseeing the management and delivery of AICD's diverse education and events portfolio as part of the Victorian Division team.
  • Executive Assistance and Support: I provide executive assistance, support, and direction to regional councils. Additionally, I contribute to and lead aspects of corporate events and program design and execution strategy.
  • Operational Direction and Program Management: I ensure the operational direction of the relevant program area by managing the end-to-end program cycle effectively.
  • Collaboration and Planning: Working closely with Program Managers, Program Coordinators, and other cross-functional teams, I develop scope, deliverables, required resources, work plans, budget, and timing for initiatives.
  • Venue Organization: I handle the organization and booking of external venues for programs when necessary.
  • Collateral Development and Distribution: I assist in the development and distribution of course collateral, including agendas, briefs, flyers, course notes, welcome emails, and other marketing collateral as required.
  • Program Execution: I am involved in opening and closing programs as needed to ensure their successful execution.
  • Research and Presenter Engagement: I assist with research into potential program topics and engage presenters for sessions as required to enhance the educational experience.

Global Account Executive

Red Helmet Technology
06.2018 - 09.2019
  • Next-Generation Solutions: Red Helmet Technology specializes in offering next-generation emergency, event management, and customized software solutions. These solutions serve as crucial enablers for safer cities.
  • Global Business Development: I spearhead the business development efforts targeting global clients. This involves delivering high-quality, customer-centric e-business strategies, solutions, tools, and services.
  • Marketing and Brand Strategy: My role includes the development and implementation of new marketing and brand strategies, as well as innovative product offerings tailored to meet current and emerging customer/user needs and expectations.
  • Stakeholder Management: I engage in stakeholder management with major international, national, and local event-based clients, including prestigious organizations such as the Australian Grand Prix Corporation, City of Melbourne, Golf Australia, St Kilda Festival, as well as other major municipalities, private, and public sector clients.
  • Leadership in Customer Care: I lead global customer care initiatives, events, and the sales team to drive strategic objectives, increase revenue, and enhance overall customer experience across key global accounts.
  • Program Delivery Excellence: I ensure programs are delivered to a high professional standard, overcoming program risks and potential challenges while proactively maintaining consumer needs, expectations, and satisfaction, including adherence to quality assurance standards.
  • Surveys and Reporting: I conduct and collate program surveys to report on trends and identify possible opportunities for improvement to Program Managers.
  • Client Experience Management: Implementing procedures and standards, I ensure a seamless client experience throughout interactions with the organization.
  • Program Schedule Management: I manage and monitor the schedule of programs and initiatives to ensure up-to-date information is available on calendars.
  • Attendance and Documentation: I attend essential meetings such as Committee, Council, and Sponsorship meetings, and undertake minute-taking responsibilities as required.

Manager Customer Experience

Remembrance Parks Central Victoria (RPCV)
05.2017 - 06.2018
  • Customer Journey Mapping: I conducted comprehensive customer journey mapping exercises to identify touchpoints and opportunities for enhancing the overall customer experience across all interactions with Remembrance Parks Central Victoria (RPCV).
  • Cross-Functional Collaboration: I collaborated closely with various departments including operations, marketing, sales, and customer service to ensure alignment and integration of the customer experience strategy with overall business objectives.
  • Feedback Management: I implemented robust feedback management systems to capture insights from customers and stakeholders, analyzing feedback data to identify trends, issues, and areas for improvement.
  • Service Standards Development: I played a key role in developing and implementing service standards and performance metrics to ensure consistency and quality in service delivery across all customer touchpoints.
  • Training and Development: I led training initiatives to equip staff members with the necessary skills and knowledge to deliver exceptional customer service, focusing on empathy, active listening, and problem-solving.
  • Continuous Improvement: I spearheaded continuous improvement initiatives based on feedback and performance data, implementing changes to processes, policies, and procedures to enhance the overall customer experience.
  • Complaints Resolution: I developed and implemented effective procedures for handling customer complaints and concerns, ensuring timely resolution and customer satisfaction.
  • Community Engagement: I actively engaged with the local community to understand their needs and preferences, representing RPCV at community events and forums to build strong relationships and foster trust.
  • Brand Ambassadorship: I served as a brand ambassador for RPCV, promoting its values, mission, and commitment to excellence in customer service through various channels and communication platforms.
  • Risk Management: I identified potential risks and challenges to the customer experience and developed mitigation strategies to address them, ensuring the protection of RPCV's reputation and customer satisfaction levels.

Education

Bachelor of Arts - Management

Deakin University
Melbourne, VIC
11.2017

High School Diploma -

Girton Grammar School
Melbourne
11.2013

Languages

Dutch
Full Professional

Overview

14
14
years of professional experience

References

Available on request

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

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Madelaine Coles