PROFESSIONAL BIOGRAPHY

Wendy has a passionate interest in business improvement strategies which enable organisations to achieve their goals and objectives.

Her expertise is in the successful implementation of solutions and the involvement and commitment of key stakeholders in projects related to business improvement.

Wendy has spent the past 15 years working in key roles in the very diverse electricity industry, and has been instrumental in the achievement of significant and visible process and bottom line improvements.  During this time she was involved with leading edge concepts such as Australian Business Excellence Framework, Balanced Score Card, Business Process Re-engineering

She has extensive experience in project management, process development and improvement, communication, systems implementation and auditing, and workshop facilitation and training.

She has recently joined R E Esler and Associates as a Consultant and also as their Business and Marketing Manager.  The R E Esler team has consistent values and complimentary skills, to be in a good position to assist organisations improve their bottom line.

WORK HISTORY

• Business/Marketing Manager, R E Esler and Associates, Performance Measurement Consultants and Software Solutions
• Organisational Improvement Consultant,  Technical Services Division, ENERGEX Limited – as part of the Executive Team
• Customer Care Project Manager, Shared Services Division, ENERGEX Limited
• Business Quality Consultant, Business Quality Centre, ENERGEX Limited

ACHIEVEMENTS

• Project managed the development and implementation of an organisation-wide  performance measurement system (using  R E Esler & Associates software), based  around strategic key result areas and Line of  Business key performance indicators,  achieving key milestones and project  outcomes
• Coordinated the system side (people, processes, systems) of a major organisation restructure as part of a Transition Team appointed by the Chief Executive Officer, resulting in the smooth transition of people and processes in a new organisation
• Project managed the development and  implementation of on-line performance  measures for an Engineering Division –    resulting in improvements and achievement  of targets in a number of key areas.
• Developed and provided training / awareness  packages in system auditing, process development, risk analysis, system certification, business excellence framework, customer care, implementation of new concepts/process improvements etc.
• Coordination of Customer Excellence Awards Dinner at Sheraton Hotel in Brisbane for 300 customer care winners throughout 2001. This  included development of nomination / selection process for finalists/winners, venue, audio/visual arrangements, compilation and integration of company video, writing speeches for MC,  coordination of prizes/presentation, communication of event/results to stakeholders and staff.
• Development and deployment of customer care key service behaviours resulting in improved staff knowledge and awareness of ENERGEX requirements on how to provide excellent customer service.