resume - ctull

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Name and contact details, linked in Leading the Change Culture with my passion for Continuous Improvement & Problem Solving to help make the positive change happen Skills Change Management Improvement skills and knowledge: Six Sigma, Lean, ADKAR, PROSCI, As is-To be, Kaizen Communication Empathy: Put myself in the customer & stakeholder shoes to make a real connection Active Listening: Resolve grievances by recognising and acknowledge to pain points to Data analysis and Problem solving: Use Identified pain points & innovation opportunities for areas of improvement Leadership and Team work: Communicate and Network across stakeholders to develop and implement innovations Facilitating Workshop: Trained staff in new change initiatives e.g. new products, process, websites and aps Dependability: Well organized and efficient with a focus on adherence to schedules Microsoft Office, Visio, Microsoft Project, Power BI, SAP, Google Suite, Lotus Notes, Tableau: Computer and Written skills developed as part of training and work roles. Organising digital information to suit requirements Professional Work Experience Your Streaming Success: Business Improvement Consultant: 11/2019 - Present Key Responsibilities: Client and Stake Holder Requirements: Eliciting client’s needs, requirements, goals, budget and challenges Stakeholder Review Report: Completing SWOT and Data analysis of clients content channel or online business, Constructive feedback: Communicating business improvement options and suggestions to client Coaching: Work collaboratively to generate an Action Improvement Plan using client’s requirements Mentoring: Teach techniques and tactics that will increase client’s audience size & grow their income streams UBank Servicing Fulfillment Advisor: 1/7/2018 – 1/11/2019 Key Responsibilities Continuously challenging the Business Processes with change management and business improvement to enhance efficiency Manage customer complaints appropriately to arrive at the source of truth and use appropriate practises to resolve accordingly and suggest improvements and changes Be a Voice of the Customer advocate by ensuring customer feedback and suggestions are recorded through the appropriate channel, Creating change initiatives to address these Carry out Administrative duties as required ensuring the effective operation of the unit, such as the process filing and maintenance of Anti Money Laundering and Know Your Customer Screening Achievements and Accomplishments:  Slashed processing time of manual bank statements using achieved transaction data from 3 hours to 10 minutes, by suggesting and leading the project to create an automated excel statement template UBank: Kaizen Improvement Change Champion: 30/6/2013 – 1/7/2018 Key Responsibilities: Additional part time role I was responsible for as well as my duties as a customer advisor Contribute to business development by improving work practices using initiative and generating new ideas. Evaluate areas for business improvement and assess commercial & financial opportunities. Facilitating Training Workshops: supporting the team in training new changes and accepting feedback Champion and promote improvement initiatives to staff and team members to deliver results and maximize business value. Communicating in Kaizen Champion meetings to help validate and prioritise Kaizen change initiatives Championing Change by encouraging staff and stakeholders to develop their own improvement initiatives ideas Achievements and Accomplishments:  Received the Kaizen Continuous Improvement Innovation award and Raised 101 business improvement and problem solving initiatives  25 National Australia Bank recognition nominations for outstanding performance Smashing the Risk of Day 1 Project Launch Disasters: For the new customer website launch, customer using the website and the customer service staff had great difficulty locating our home loan rates. Since Home Loan rates were one of were one of our key selling points, this was a major issue to occur launch day. Problem Analysis and Problem Solving: Through my analysis Identified it was a symptom of a larger issue with the lack of communication and engagement between the Change team and the stakeholders. Customer Service staff in particular felt left out, they also had a particular benefit of being able to draw upon both their knowledge & experience of the workplace and their understanding customer wants needs. Facilitation Workshops & Stakeholder Engagement Communication: Leading the improvement initiative ensuring a broad range of stakeholders were involved in the entire change journey. Empowering stakeholders to develop their own improvement initiatives ideas & partake in hand on testing and trailing input in designing solutions. This helped to stop several key issues early on in the project cycle. UBank Customer Advisor: 30/3/2012 - 30/6/2018 Key Responsibilities Managing large amounts of written and verbal enquires in a timely manner, reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information Providing UBank banking product information to customers as appropriate, outlining features and benefits Manage customer feedback in alignment to guidelines and frameworks Comply with external and internal policies and procedures to ensure confidentiality and security of bank and clients assets and information Achievements and Accomplishments  73 Customer Compliments for exceptional service  Total of $4.5 million home loans via referrals and cross-selling Cutting New Customer Advisor staff dropout by 25%: I actively listened and analysed the issues of new customer staff who struggled when they finished their initial training. I raised and lead the project for follow-up ongoing training support material and establishing written standardised business process to ensure consistent high quality outcomes. The project revitalized the new customer staff Key performance indicators and in addition to enhancing first contact resolution for customers. I was personally thanked by previously overstressed customer service staff and my leadership and initiative with this and other projects, brought me to the attention of management and powered my career journey to the Change Champion team. Education Project Management Professional at Cybrary 2020 - to Current Creating a Culture of Change at Project Management Institute Six Sigma Diploma at Alison Learning Centre Six Sigma: Black Belt at Project Management Institute Change Leadership at Linkedin Learning Certificate IV Training and Assessment at Newcastle TAFE