Mitchell Lane

Experience

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  Hotel Warrnambool

  Nov 2010 - Aug 2014

  Bar Attendant

  Roles and responsibilities included:• General bar tender duties• Stock management• Staff management

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  Cricket Australia

  Jun 2014 - Jul 2017

  Cricket Australia (CA) is the national governing body for the game of cricket in Australia. Australian cricket is administered by one national body, six state and two territory associations. It connects to cricket’s local and state levels through its members, the six state cricket associations. The two territory associations are associate members. Cricket Australia has a vision for cricket to be Australia’s favourite sport.Leading the Game and Market Development team support for local clubs and associations to ensure Cricket Australia increases its investment in grassroots cricket and remains as A Sport For All and Australia's favourite sport. The customer support team have a focus on enhancing Cricket Australia's products for participation including MILO in2CRICKET, MILO T20 Blast and MyCricket.The major responsibilities for this role included:• Managing the recruitment, training and ongoing performance of two full time and three casual staff.• Managing the escalation of any major issues or system bugs, whilst attempting to resolve core issues with the Digital team to improve overall system features and performance.• Liaising with other business functions such as Marketing to deliver email content and campaigns and Finance to reconcile budgets and program finances.Key Achievements:• Developed a comprehensive online resource system through Zendesk in order to help our customers self serve for any enquiries or issues they might have.• Overtook the management of first level support for MyCricket, bringing the system in house and saving the business significant time and money.• Increased customer satisfaction of clubs, parents, players and volunteers from 85% to 97%. Show less The National Helpdesk was a key focus of the Cricket Australia Market Development team in providing a service to club cricket coordinators and working with the states and territories to benefit junior participation programs such as MILO in2CRICKET and MILO T20 Blast.My primary role and responsibilities included:• Providing phone and email support for clubs, volunteers, parents and teachers who participated in MILO in2CRICKET, MILO T20 Blast, School Ambassador, Cricket Smart, MILO T20 Blast School Cups and Sporting Schools programs.• Facilitated and delivered a number of sponsor run activations to help facilitate the growth of cricket including standard children’s clinics but also a World Record Attempt, Season Launches and Big Bash League activations. • Database management - Cricket Australia based systems such as MyCricket (competitions management) and theCROWD (field force management and database).Key Achievements• Oversaw the implementation of an Australian first centralised helpdesk function for a National Sports Organisation.• Developed a reporting system to measure the increased awareness of the national helpdesk, which saw growth in enquiries year-on-year.• Increased the scale of the MILO T20 Blast Schools Cup in 2015 and 2016 by adding an additional secondary girls schools competition helping connect females to cricket.Other achievements included:• Delivering event based cricket operations for U15 and U17 national carnivals• Delivering event and cricket operations for ICC International T20's and ICC East Asia Pacific regional qualifying tournaments• Delivering Money Can't Buy experiences at international test matches including on field delivery of MILO in2CRICKET and MILO T20 Blast clinics on field during lunch breaks Show less

  • Game and Market Development Customer Support Manager

    Sept 2016 - Jul 2017

  • National Helpdesk Coordinator

    Nov 2014 - Sept 2016

  • Market Development Intern

    Jun 2014 - Nov 2014
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  Gold Coast 2018 Commonwealth Games Corporation

  Jul 2017 - Apr 2018

  Venue Spectator Services Manager

  The Gold Coast 2018 Commonwealth Games (GC2018) welcomed more than 6,600 athletes and team officials from 70 Commonwealth nations and territories to the Gold Coast and event cities Brisbane, Cairns and Townsville, to share in the celebration of sport, entertainment and culture.I was responsible for the Venue Operations Planning of five venues across Brisbane and the Gold Coast - Anna Meares Velodrome, Belmont Shooting Centre, Oxenford Studios, Nerang Mountain Bike Trails and Coomera Indoor Sports Centre. Responsibilities included• Assisted in developing training content for 3,300 Spectator Services Volunteers.• Delivered on-boarding programs for Venue and Deputy Venue Manager as well as 32 Spectator Services Interns from Griffith University.• Revising and implementing venue operational plans, • Applying and adapting policies and procedures, • Participating in venue simulation and testing exercises, resolution of venue issues and ensuring integrated relationships with other key operational Functional Areas.Key Achievements • Delivered face-to-face Role Specific Training for up to 1,000 volunteers across 12 sessions consisting of 4 hours as well as Venue Specific Training for 212 volunteers at the Belmont Shooting Centre.• Successfully delivered Spectator Services for over 8,000 ticketed spectators at the Belmont Shooting Centre.• Managed a team at Belmont Shooting Centre that consisted of 212 volunteers, 8 paid Supervisors, 1 Deputy Venue Manager and 3 Griffith University Interns.• Implemented shift scheduling for all Spectator Services team members at the Belmont Shooting Centre.• Achieved a 95% retention rate of volunteers at Belmont Shooting Centre, which was forecasted to be at a high risk of volunteer attrition. Show less

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  Invictus Games Sydney 2018

  Sept 2018 - Oct 2018

  Cluster Venue Spectator Services Manager

  The 2018 Invictus Games was an adaptive mulit-sport event for wounded, injured and ill veteran and active defence personnel, held in Sydney, New South Wales, Australia. The fourth Invictus Games, an event founded in 2014 by Prince Harry, included 13 sports (11 medal sports). It was the first Invictus Games held in the southern hemisphere.My role of Cluster Venue Spectator Services Manager included responsibilities such as:• Implementation of Spectator Services policies and procedures and adapting where necessary to the specific needs of the venue • Creation of content and delivery of Spectator Services volunteer team training in specific duties of their roles • Oversee the resolution of the major issues within front of house operations on multiple venues • Lead the Spectator Service game-time workforce for optimal performance and retention; provide consistent direction, support and leadership to all Spectator Services workforce (paid and volunteer staff) Key Achievements • Created and delivered Team Leader volunteer Role Specific Training for 30 volunteers, as well as delivered Venue Specific Training across all Sydney Olympic Park venues for 150 Spectator Service volunteers• Successfully delivered Spectator Services operations across multiple venues, including Tennis Centre, Aquatic Centre and Athletic Centre• Implemented shift scheduling for all Spectator Services venues for the full 180 volunteers using GEMS system. Show less

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  Tennis Australia

  Nov 2018 - Feb 2019

  Program Operations and Logistics Coordinator

  Tennis Australia is the governing body for the sport of tennis in Australia. The organisation exists to promote tennis and to conduct domestic and international tournaments on behalf of Australia, including the Australian Open.in the first of my two stints in this contract role, I was covering a maternity contract and helping the participation team service the delivery of participation events for the 2019 Australian Open. My primary responsibilities included:• Distribution and fulfillment of the up to 100,000 participant and program coordinator equipment including racquets, nets and balls • Delivery of multiple family and child based ANZ Hot Shots Tennis activations during the 2019 Australian Open, including the Annual Kids day help prior to the Australian Open starting which saw over 15,000 families attend• Implementation of system and process enhancements with Fuji Xerox reporting• Day to day admin and logistics of multiple conferences and management of ANZ Hot Shots activations including supporting state based Tennis AssociationsMy key achievements included:• Created a new and more efficient reporting process through excel and cutting the process time by more then 30 minutes• Fostered a really strong relationship with the logistics and delivery provider (Fuji Xerox) to help reduce the amount on hand stock resulting in a cost saving for Tennis• End to end delivery of Kids on Court and Coin Toss participants which saw 150 kids participate on courts each morning of the Australian Open and selecting children to participate in the on court coin toss before games at each major court for the tournament Show less

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  Australian Grand Prix Corporation

  Feb 2019 - Apr 2019

  Activations and Special Events Coordinator

  The Australian Grand Prix Corporation is responsible for staging the Formula 1® Australian Grand Prix in Melbourne.My main responsibilities as the Activations and Special Events Coordinator included:• Management of sponsor activations and digital entitlements• Corporate Hospitality management, including furniture and catering planning and delivery• Liaising with key on-site and operational staff to ensure compliance of activation spaces• Liaising with suppliers and obtaining quotes/following up invoices.• Operational delivery of corporate hospitality suites and activation spaces during the event Show less

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  Tennis Australia

  Jun 2019 - Jul 2019

  Program Operations and Logistics Coordinator

  Tennis Australia is the governing body for the sport of tennis in Australia. The organisation exists to promote tennis and to conduct domestic and international tournaments on behalf of Australia, including the Australian Open.in my second stint in this contract role, I was tasked with completing the national tennis census. The census is designed to report on overall junior participation which is a key pillar for Tennis Australia. I also completed a review of the ANZ Tennis Hot Shots online footprint and digital assets. My primary responsibilities included:• Using excel to cross check CRM reported participation numbers against a registered coach survey outlining participation numbers• Reviewing up to 250 coach and club based websites to identify, costs, registration processes and the use of ANZ Tennis Hot Shots digital assets including logos• Supported the Coach team on updating the ANZ Tennis Hot Shots app and the updated filming of content Show less

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  Hockey Victoria

  Jul 2019 - Oct 2019

  National Social Hockey Coordinator

  Hockey Victoria (HV) Inc. is the peak governing body for the sport of hockey in Victoria. The association’s role is to service the 150 clubs and associations (85 Regional & 65 Metropolitan), and the 20,000 plus playing members. HV’s key service areas include club development, elite performance and athlete development, competitions & events management, game development, and membership services. The organisation strives to remain community relevant by constantly developing innovative programs and initiatives.My role was to use a round of funding from Hockey Australia to service multiple state and territory hockey organisations in rolling out a new bridging junior participation program and adult social competition. The program was to be rolled out using specifically designed padding to help create smaller fields to create small sided games.My key achievements included:• Supporting the delivery of the very first round of clinics in Ballarat• Managing the budget and ordering of equipment for 4 of the on board state hockey associations• Onboarding WA hockey to be an early adopter of the use of the pads to inevitably roll out the participation programs across the state Show less

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  Cycling Australia

  Oct 2019 - Apr 2020

  Member Services Manager

  Cycling Australia (CA), the trading name of the Australian Cycling Federation Inc, was the national governing body for bicycle racing in Australia, and represented the interests of affiliated cycling clubs and State federations. It covered the disciplines of road, track, mountain bike, cyclo-cross, BMX.The role of the Member Services Manager was to lead the team in ensuring that Cycling Australia could provide administrative support to its State Federations, clubs and participants. The role was primarily focused on servicing the membership and insurance processes including renewal of memberships and payments. It also had a focus on supporting the delivery of events including the National Road Championships in Ballarat and allowing athletes to compete overseas as a Cycling Australia representative. The key responsibilities included:• Acted as the primary escalation point for staff surrounding major system changes and insurance questions• Providing management and support for the Cycling membership platform (TidyHQ) and 27,000 members• Completed numerous weekly and monthly tasks including end of month finance summaries and boardreports• Managing a team of up to 6 staff, including casual employees.Key Achievements:• Successfully implemented a membership product refinement, simplifying the number of products formembers from 17 to 9.• Cultivated a strong working relationship with insurance broker (Marsh) to deliver strong management ofescalated insurance issues including capital benefit claims, exclusions and denied claims• Delivered annual insurance renewal for Cycling Australia, clubs, volunteers and members• Reviewed and enhanced online support articles to improve customers ability to self serve on commonissues Show less

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  Cricket Australia

  Nov 2020 - Jan 2021

  Hub Operations Lead

  Cricket Australia (CA) is the national governing body for the game of cricket in Australia. Australian cricket is administered by one national body, six state and two territory associations. It connects to cricket’s local and state levels through its members, the six state cricket associations. Cricket Australia delivers it's annual summer of cricket each year including the Men's and Women's Big Bash League and both Men's and Women's International cricket content included all 3 major formats of T20, ODI's and Test Matches.As the hub support manager I was based primarily at the Gold Coast hub for BBL where I hosted 6 of the 8 BBL teams throughout a 45 day period. I also supported the delivery of the Canberra and Brisbane hubs for the International teams of India and Australia. The primary role was to manage the relationships between teams and the hotel in arranging the delivery of COVID approved processes including team movements, cleaning, training and food services.My key achievements included:• Delivering a COVID 0 hotel operation• Building sound relationships with team managers to resolve issues with the hotel• Delivering the logistical elements with the hotel around room plans, meal times and gym use with minimal cross over to public and between teams Show less

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  Tennis Australia

  Dec 2020 - Apr 2021

  National Programs Administrator

  Tennis Australia is the governing body for the sport of tennis in Australia. The organisation exists to promote tennis and to conduct domestic and international tournaments on behalf of Australia, including the Australian Open.This role was casual and remote based work that I completed alongside concurrent roles. I completed the required work during irregular times outside the hours of 9am to 5pm. I was tasked with:• Resolving identified coach CRM issues to ensure the appropriate renewal process could occur• Cross checking online records with the Tennis Australia Database to identify issues and trends with coaches• Staff management Show less

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  Brisbane Lions

  Feb 2021 - Oct 2022

  My role of Football Property and Logistics Manager included:• Developing effective working relationships with players and football department staff• Management of casual trainer staff on training and match days to service the needs of the playing group• Delivery of all required training and match equipment including organising travel of up to 1 tonne of equipment on a weekly basis. Things included footballs, playing uniforms, recovery equipment• Liaising with external venues and travel providers to organise movements of equipment • General maintenance of equipment and facilities including being the primary contact for Stadiums Queensland for issues surrounding our Gabba training and office spaces.• Game day sports trainer duties including running water and servicing players at matchMy major achievements included:• Supporting the team with on field success including competing in finals for 2 consecutive seasons during my time at the club• Creating more effecient means of completing general tasks such as washing, ordering and movement of equipment• Completing qualifications including AirSafe training and a Level 1 sports trainer course so I could be more qualified and perform extra responsibilities• Delivering a comprehensive property and trainers program for Men's AFL and VFL programs whilst improving the quality of equipment through sound purchasing processes Show less My role of Club Compliance and Operations Coordiantor was a mandated AFL requirement for all clubs. the primary purpose fo the role was to lead the Club in regards to all Risk and Compliance issues in regards to the COVID – 19 pandemic ensuring all protocols and policies are in line with Government and AFL direction at all times. My major responsibilities included:• Liaise with AFL on risk mitigation strategies implemented by the club as required• Educate all players and staff on the rationale behind the protocols to enhance compliance• Responsible for Government required data collection and risk mitigation plans• Management of club testing logistics and compliance through the use of external parties and systems• Management of facility access and scheduling • Lead the development and implementation of COVID Safe plans for the wider businessAdditional to this role I had a key responsibility of working with the broader football club on access to players for marketing and commercial requirements. This included:• Liaising with the administration department regarding all requirements from commercial, sponsor, membership, and community perspectives. • Managing player appearances and ensuring compliance with CBA requirementsMy key achievements in this role include:• Fostering a really sound relationship with the playing group to deliver messages relating to COVID but also to support them in meeting CBA requirements for appearances in a digital way• Maintaining a 0 COVID season in 2021• Showing a high level of discretion and sensitivity when dealing with confidential and sensitive information• Dealing effectively with the unexpected nature of COVID including avoiding lockdowns, setting up interstate hubs at short notice and being the primary point of contact for the team and managing multiple stakeholders• Implementing the AFL lead Vaxxvault system for players to upload required self administered COVID Rapid Antigen Testing Show less

  • Football Property and Logistics Manager

    Mar 2022 - Oct 2022

  • Football Compliance and Operations Coordinator

    Feb 2021 - Oct 2022
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  Cricket Australia

  Sept 2021 - Jan 2022

  Match and Training Operations Coordiantor

  As the Match and Training Operations Coordinator I was tasked with facilitating the COVID Safe Men's Ashes Quarantine Training program at Metricon Stadium. The primary role was to deliver the Queensland Health approved quarantine program allowing the Australian and England Men's team to train across a 40 day period including delivering COVID approved processes such as team movements, cleaning, training and food services. I also delivered the event and cricket operations of the Australia A and English Lions tour match at North's Cricket Facility in Brisbane.My key achievements included:• Delivering fencing overlay creating an internal exclusion zone allowing teams to train whilst in quarantine• Building sound relationships with team managers to resolve issues external to the quarantine space• Delivering COVID approved processes including team movements, cleaning, and food services with support of the Stadium staff• Successfully delivered the entire bump, delivery and pack down of the Australia A and England Lions tour match which is considered a first class match Show less

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  Tennis Australia

  Dec 2021 - Jan 2022

  Player Services - Gym Attendant

  The Australian Open is a tennis tournament held annually at Melbourne Park in Melbourne, Australia. The tournament is the first of the four Grand Slam tennis events held each year, preceding the French Open, Wimbledon, and the US Open. The Australian Open starts in the middle of January and continues for two weeks coinciding with the Australia Day holiday. It features men's and women's singles; men's, women's, and mixed doubles; junior's championships; and wheelchair, legends, and exhibition events.This was a general event based casual role. My responsibilities were:• Opening and closing of any one of 4 gym locations including an offsite gym at Crown Metropol• Making sure facilities and equipment was left neat and tidy• Field general tournament based questions from athletes, coaches and support staff Show less

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  Cricket Australia

  Oct 2022 - Jan 2023

  Match Manager

  I performed the Match Manager role for the South East Queensland based International Cricket content, this included 2 T20's, a Tour Match and the GABBA test. This role is primarily tasked with the following responsibilities:• Liaising with match officials to outline the relevant playing conditions • Communicating with team officials and ground staff on any changes to the playing conditions including timings, weather and scores• Effective communication to all interested stakeholders including broadcasters around match details through the time of play Show less

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  Tennis Australia

  Nov 2022 - Jan 2023

  Workforce and Volunteer Coordinator

  The workforce and volunteer coordinator role was contracted for the United Cup event in Brisbane. The event ran for 7 competition days at the Queensland Tennis Centre and Pat Rafter Arena. The workforce and volunteer coordinator role was tasked with recruiting, training and onboarding all volunteers and some operational paid staff. Within the role I achieved:• managing a volunteer workforce team of 230 from the initial phase of recruitment through to the end of the event • operational support and delivery of areas including accreditation, spectator services, player services, court services, tournament operations and transport. • delivered reward and recognition programs including years of service, ace of the day and our overall volunteer of the year award. Show less

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  Surf Life Saving Australia

  Mar 2023 - now

  Partnerships Coordinator

  As Partnerships Coordinator tasks are focused around servicing existing national partners, working on the SLSA licensing portfolio and support Surf Sport events including partner acquisitions. Key deliverable and achievements - acquired and serviced the naming rights sponsors for the Australian IRB Championships- successfully delivered all partner contracts deliverables for a surf sport calendar year of events including the Coolangatta Gold, Iron Series and Aussies- planned and implemented marketing and fundraising campaigns for clubs nationally including rolling out an IRB hull competition and seeing year on year growth in competition entries. - Liaised with key government bodies on developing appropriate event plans and deliverables. Show less