Susan Loring

Experience

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  IBM

  Mar 1989 - Nov 1995

  Due to my advocacy of the new tools and processes I was selected as one of 5 secretaries to be part of a pilot to setup a specialised team providing higher value presentation services. This was part of the strategy to support scaling back of dedicated secretarial support to only management team and enabling the sales teams to support themselves.During this time I became an SME for a number of proprietary mainframe document creation including graphics applications prior to the widespread availability of commercial applications. Due to this skill I was seconded to the NSW Parlimentary member for Ryde for a period of 6 weeks to support the conversion of all their documents from these proprietary applications to commercial ones.In this role, there was a lot of change in culture as the portfolio of business support was changed and more parts of the business saw value in professionally developed presentations over hand written slides. We had to establish new processes for receiving work, managing the queue, deadlines and customer satisfaction. We were at the forefront of establishing a standard look and feel to both internal and external customer presentations.The team was involved in presenting the objectives of the organisation change, the value we provided to the business teams.In 1992 the team role was extended to include the operations of the centralised helpdesk for all Australian locations for all end user applications. I was responsible for the creation of the new processes as well as performing the role of remote problem management.In 1993 the team also took on the role of hands on technical support for the first LAN environment rolled out internally, including hardware and software management, access protocols and supporting the printing environment.This pilot environment in Sydney was used as the example for the rollout to all other locations and expansion to a far greater number of users. Show less Perform secretarial support duties for 4 managers in mid range sales and their teams. Diary management, mail, document preparation and management, education of new team members on IBM technology.In my first weeks in this job I experienced my first job as an agent for change was to teach a brand new executive hire to type so they could use this email function IBM had, rather than have me type up all their communication, put it in interoffice memos and in everyones physical mail boxes. I assured him, electronic communication was here to stay and typing would be an important skill for everyone, though maybe not for much longer! The values statements for an all team interoffice memo were:- think of the environment, one electronic message taking away 25 pieces of paper and envelopes.- think of the time saved, type it up once in one place and get it out immediately instead of passing the message hand written on paper to me to type up, get proofed, copy out, put it in envelopes, address those envelopes and put them in mail boxes.- think how my time could be used on higher value tasks.It took a couple of goes, including me sitting at the desk and typing it directly on his machine but we got there. There were a number of similar situations as the PROFS email application was rolled out to all. Show less

  • Onsite Support Manager

    Nov 1994 - Nov 1995

  • End User Support Specialist

    Oct 1993 - Oct 1994

  • Text and graphics specialist

    Jan 1990 - Oct 1993

  • Secretary MidRange Sales

    Mar 1989 - Dec 1989
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  IBM

  Apr 1996 - Jan 2001

  Manage all aspects of call centre technology enablement with focus on deployment of CRM tool and interface management with client database. anz on of three pilot countries across the globe. Work closely with technical team to define problems roots causes and solution deployment. Establish and execute migration plan to new environment. Received IBM excellence award for this program.

  • Marketing Operations Manager

    Oct 1998 - Jan 2001

  • Call centre technical support manager australia

    Apr 1996 - Sept 1998
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  Aquabliss

  Jun 2006 - Jun 2020

  Casual learn to swim teacher (4hrs per week)

  Learn to swim babies to adults and presquad development.It is great to be able to share my love of the water with others and give them a life skill which can expand their horizons and abilities. I especially enjoy teaching adults who truly appreciate they have gained a skill.I take many lessons from these teaching opportunities and apply them to my corporate roles as well.I am Austswim qualified and have my 10 year service certificate.

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  IBM

  Apr 2012 - Aug 2021

  Business Design Consultant for Sales CRM Transformation Asia Pacific and Global Digital teams.

  24 years as a leader in deployment and adoption across sales tools portfolio with a primary focus on CRM and turning data into viable information to support development and growth of business objectives.Experience with CRM Siebel, Sugar CRM and Salesforce implementations as part of an integrated global team. Throughout the product lifecycle managing requirements with design thinking methodology to unearth client needs and ensure the delivery of enhanced value. Development of enablement and education material in line with change management and constant feedback loops to ensure it effectively supporting business continuity through system upgrades and platform changes.In my operational support roles I have developed a number of analytical skills, selecting the metrics of what is important to measure, how to measure it, basic SQL to extract the information and logic to turn the resulting data into information which supports the business story and what comes next. Using Analytical presentation tools such as IBM Cognos Analytics/SPSS/Excel to develop dashboards which consolidate data across tools as well as the internal CRM reporting modules to show the right information at the right time.Known as "the data lady" for my knowledge of how all the information gets integrated into CRM and reporting from trusted sources. The go to person for assistance in definining data discrepancies and how to get them resolved. Supporting multipe forums for discussion and questions. Ensuring business reports return "like" information.Each change has enabled me to build on my prior skills and networks which supports the success of our team. I have taken training in change management, agile leadership, design thinking and Anaytics for which I have been awarded IBM badges. I have been proactive in mentoring others in achievement of these skills both in our direct team and beyond.IBM has provided me with extensive opportunities for personal achievement and growth. Show less

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  Jawun Indigenous Corporate Partnerships

  Oct 2016 - Nov 2016

  Corporate Secondee

  In October 2017 I participated in the Jawun program supporting Miwatj Health kick start their deployment of the training module of ELMO for supporting their HR learning programs.This was a fantastic opportunity to live in a remote community and positively support their goals.In a small remote community IT skills are few and far between, and while there was remote support this was delivered in a standard way, not taking into consideration the skills of the people on the other end of the phone. The support was not delivered in context with the organisations situations or goals. I was able to help them bridge this gap by learning their business, understanding the short and long term goals while learning a new tool. I then was able to walk the team through the tool n a face to face engagement, build them an agile deployment plan articulating the link between their goals and deliverables.Personally, it was a growth experience, from working as a tiny cog in a giant machine to being the one person responsible for the project end to end. I was back working hand in hand with the end user and was able to see direct results from the work.It was a also fantastic being able to experience the life of a very small community with a very different lifestyle. It is a beautiful part of the world, one rich with culture and history and I thank both IBM and Jawun for the chance. Show less

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  Loreto Normanhurst Swim School

  Jul 2019 - now

  Aqua Aerobics/Fitness Instructor

  After participation in AQUA fitness for a number of years I have added a WETS qualification to my existing Swimming instructor qualifications to expand my participation in the aquatic industry.AQUA based fitness is achievable for everyone. Developing programs to encourage participation and build fitness is rewarding.While I am new to this role I am taking every opportunity to participate in training and taking part in different instructors classes to learn as much as possible to improve the classes I deliver. Show less

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  North Shore Swimming

  Aug 2020 - May 2024

  Swimming Teacher
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  Data#3

  Jul 2022 - now

  Sales Enablement Specialist