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Alexandra Egan

Current Occupation:

Strategic Advisor in Business & Operations | RESET Your Thinking® | Optimising Performance & Processes | PhD Focus: Decision-making in complex systems CEO | Business Process Improvement | Project Management | Change Management Small Business Mentor | Business Judge | Board Director

Detailed CV:

Strategic and results-driven professional with extensive experience in operations management, team leadership, compliance monitoring, and stakeholder engagement across diverse sectors, including the NDIS. Skilled in driving service delivery, ensuring quality assurance, and fostering continuous improvement. Proven track record in managing both front-of-house and back-office operations, optimizing workflows, and identifying growth opportunities across various service and care delivery models.

Business Strategy & Operations Consultant |Independent Business Owner                           

As an Independent Business Owner, Business Consultant, and Mentor, I specialise in providing strategic advisory services in project management, operational efficiency, and process optimisation. I have successfully led the delivery of projects, ensuring they are completed on-time and within budget, while improving workflows, reducing costs, and enhancing service delivery. My expertise in identifying operational bottlenecks allows me to implement data-driven strategies that streamline processes, optimise workflows, and improve outcomes. I provide mentorship to businesses, guiding them in developing scalable systems to enhance performance and navigate complex challenges. By collaborating with cross-functional stakeholders, I help businesses align teams, improve productivity, reduce costs, and enhance customer satisfaction. I am results-oriented, delivering measurable improvements that directly impact business performance.

Volunteer Business Mentor |Small Business Mentoring Service

As a Volunteer Business Mentor with the Small Business Mentoring Service (SBMS), I provide strategic advice and project guidance to both startups and established businesses, helping them overcome obstacles and build sustainable growth. I specialise in process optimisation, identifying inefficiencies and implementing strategies to enhance productivity, reduce costs, and increase profitability. Through tailored mentorship, I assist business owners in clarifying their vision, setting actionable goals, and developing effective plans for success. I also engage with key stakeholders, leveraging my networking and relationship-building skills to connect businesses with valuable resources and opportunities. By fostering strong relationships and offering practical solutions, I empower businesses to execute projects efficiently and achieve measurable results. This role allows me to apply my expertise in communication, stakeholder engagement, and mentorship to drive impactful business outcomes.

Project Management Office Delivery and Portfolio Manager |Pentana Solutions

As Project Management Office (PMO) Delivery and Portfolio Manager at Pentana Solutions, I led and managed a team of 15 Project Managers across Australia, New Zealand, and Asia, overseeing a portfolio of 270+ projects. I drove service delivery and operational excellence by ensuring the successful execution of projects and efficient resource allocation across multiple regions. I developed and implemented a comprehensive dashboard to track project progress, increasing visibility and ensuring that projects were completed on time and within budget. Additionally, I established a client sign-off process, which expedited project approvals and enhanced client satisfaction. By creating a new Performance Charter for the PMO, I fostered a high-performance culture that consistently met productivity KPIs, resulting in improved project outcomes and team performance.

Project and Process Improvement Manager |Youth Justice Pilot Kangan Institute

As Project and Process Improvement Manager for the Youth Justice Pilot at Kangan Institute, I streamlined internal processes to ensure 100% compliance with contract service requirements, reducing compliance-related issues and improving internal auditing efficiency. I built strong relationships with key stakeholders, including Corrections Education, Apprenticeships Victoria, and Parkville College, enhancing communication and project coordination, which resulted in increased cross-departmental collaboration. I led risk mitigation strategies to ensure the achievement of 100% contract targets on time, significantly improving project deliverables and enhancing client satisfaction.

Senior Project Manager |Industry Partnerships, Department of Education and Training

As Senior Project Manager for the Department of Education and Training, I successfully managed the $13M Workforce Skill Set Fund project, addressing critical workforce training needs across Victoria. I coordinated large-scale education and training projects, aligning timelines and resources with industry demands, ensuring optimal project execution. I led stakeholder engagement efforts with government and industry leaders to coordinate scheduling and meet industry requirements. I developed and executed effective change management strategies to facilitate smooth program transitions. By analysing data trends, I optimised project timelines and workforce allocation, improving overall efficiency. I led a diverse team of assessors, maintaining high performance and well-being under tight deadlines, while developing training sessions for successors to ensure seamless transitions and sustained performance.

Senior Policy analyst | Agriculture Victoria Department of Jobs, Precincts and Regions

As Senior Policy Analyst at Agriculture Victoria, Department of Jobs, Precincts and Regions, I led the $6M SWAP Project Fund, managing stakeholder relationships, project scoping, and deliverables to ensure alignment with COVIDSafe standards for seasonal horticultural worker accommodations and transport in Victoria. I collaborated with local government and industry stakeholders to deliver timely project outcomes. I provided strategic policy advice to senior leadership and executive teams, preparing and presenting complex reports, ministerial briefs, and cabinet submissions to support critical project decisions. I successfully mitigated emerging risks, providing actionable insights to inform decisions. I efficiently managed the SWAP Fund Inbox, streamlining communication processes with key stakeholders such as local government, industry, and accommodation providers, ensuring timely responses and resource allocation. This contributed to the smooth operation and successful delivery of COVIDSafe accommodations and transport solutions.

DES Placement Consultant |Max Employment  

As a DES Placement Consultant at Max Employment, I was responsible for sourcing meaningful and sustainable employment outcomes for participants with disabilities, providing person-centred employment assistance and support to help them achieve their career aspirations and life goals. I assessed participants’ eligibility for Disability Employment Services (DES) and collaborated with Allied Health professionals to assess their ongoing training and development needs, ensuring they were equipped to meet employer demands. I managed caseloads efficiently to meet key performance indicators (KPIs), including placement targets and post-placement milestones. Throughout my role, I worked closely with external service providers, NDIS providers, and community organisations, referring participants to the appropriate services for additional support, such as housing and social inclusion. My role also included regular follow-up with participants, ensuring they were supported throughout their employment journey, from initial placement through to post-placement support. I conducted vocational assessments, managed case documentation in line with contractual and legislative requirements, and facilitated participant training to improve job search skills. Additionally, I actively engaged with employers to promote the benefits of hiring people with disabilities and supported participants in securing and maintaining employment. I was committed to ensuring that all participants received the support they needed to become independent workers, while adhering to the National Standards for Disability Services (NSDS) and MAX Employment’s quality standards.

Team Leader, Service Centre Delivery & Operations |Services Australia, Centrelink

As a Team Leader in Service Centre Delivery & Operations at Services Australia, I led frontline teams in optimizing service efficiency, resource planning, and scheduling. I managed recruitment, performance, and workflow improvements, ensuring seamless operations and high-quality service delivery. Spearheading business transformation initiatives, I drove improvements in service efficiency and customer experience. I collaborated with internal and external stakeholders to implement process optimisations and strategic adjustments, resulting in enhanced operational performance. I provided leadership and coaching, fostering a high-performance culture, and was awarded the Area Annual National Award for Networks and Relationships, recognizing my ability to build and strengthen cross-departmental and external partnerships. As part of the Zone People Group, I focused on change management and continuous improvement, ensuring consistent service delivery across Centrelink and Medicare. Additionally, I organized and led Mental Health Community Events in the Gippsland Region, significantly improving access to government services for vulnerable populations.

Prison Liaison and Program Co-ordinator​|Department of Human Services, Centrelink

As a Prison Liaison and Program Coordinator at Department of Human Services, Centrelink, I managed Centrelink services for prisoners in Southeast Victoria, facilitating smooth transitions for inmates re-entering the community. I coached and mentored prisoners on life skills such as goal setting, job readiness, self-management, and self-esteem building. I collaborated with multiple stakeholders, including government agencies, local community organizations, and service providers, to ensure seamless access to essential Centrelink services. I also referred prisoners to appropriate support services, including housing, employment, and mental health resources, ensuring comprehensive assistance for their reintegration. I successfully launched a local justice reference group to improve coordination and streamline access to services, helping prisoners access the support they needed for a successful reintegration. I also chaired meetings with community organisations and government bodies to address local issues affecting prisoners and their families. Additionally, I was awarded a Certificate of Appreciation for organising the Fulham Correctional Centre ISC Trade and Careers Expo, connecting community organisations, employers, and inmates to enhance career opportunities and support reintegration.

Customer Service Officer ​|Department of Human Services, Centrelink

As a Prison Liaison and Program Coordinator at Department of Human Services, Centrelink, I managed Centrelink services for prisoners in Southeast Victoria, facilitating smooth transitions for inmates re-entering the community. I coached and mentored prisoners on life skills such as goal setting, job readiness, self-management, and self-esteem building. I collaborated with multiple stakeholders, including government agencies, local community organizations, and service providers, to ensure seamless access to essential Centrelink services. I also referred prisoners to appropriate support services, including housing, employment, and mental health resources, ensuring comprehensive assistance for their reintegration. I successfully launched a local justice reference group to improve coordination and streamline access to services, helping prisoners access the support they needed for a successful reintegration. I also chaired meetings with community organisations and government bodies to address local issues affecting prisoners and their families. Additionally, I was awarded a Certificate of Appreciation for organising the Fulham Correctional Centre ISC Trade and Careers Expo, connecting community organisations, employers, and inmates to enhance career opportunities and support reintegration.

Education

• Graduate Certificate of Business Admin - Swinburne University
• Certified Practising Senor Project Director - Australian Institute of Project Management 
• Project Management Professional (PMI) - Project Management Institute
• Difficult conversations in the Workplace – Manager - The Fair Work Ombudsman
• Coaching & Mentoring: 20 years of experience coaching, mentoring, training, and facilitating for individuals and teams.
• Business Coaching & Mentoring: 3.5 years of high-level coaching and mentoring for new and existing professionals, guiding them in building their business from the ground up.
• Training Program Development: 4 years of experience establishing training programs for team members through detailed analysis of reports, listings, and industry updates.
• Certificate IV Training & Assessor - ILearn eCollege
• Accredited Consultant in Behavioural Profiling - HR Profiling Solutions Certificate Number: 1059
• Certificate IV Business - Centrelink
• Health and Safety Representative - AW Workwise (Comcare Approved) Certificate number: COM/HSRR000022
• Certificate in Negotiation & Crisis Intervention - The Resilience Institute Certificate no: 20613

Additional Skills

• Project Management & Strategy: Project planning and scheduling, risk management and mitigation, resource allocation, stakeholder engagement, strategic planning, execution, and governance.
• Data & Process Optimisation: Data analysis and reporting, quality assurance, process improvement, performance tracking, and compliance management.
• Methodologies & Frameworks: Waterfall, Agile, Hybrid, Critical Path Method (CPM), PMI, Kanban, Gantt charts, risk matrix, PERT, SWOT, stakeholder and resource mapping, PEST analysis, Pareto charts, prioritization matrixes, flow charts, and data flow diagrams.
• Project Management & CRM Software: ServiceNow, Workfront, Airtable, Salesforce, GEMS CRM, Monday.com, Microsoft Project, Smartsheet, Jira, Trello, ClickUp, Asana.
• Call Centre & Customer Experience Systems: COS System, CXone, ServiceNow, Workday, Genesys Cloud, WFM (workforce management).
• Productivity & Collaboration Tools: Microsoft Office Suite (Excel, PowerPoint, Word, Outlook), Microsoft 365, SharePoint, Power BI, ADP, Pronto, Spark, Google Workspace, Teams, Slack, Zoom.

Professional Affiliations

• Member, Project Management Institute (PMI)
• Board Director, Small Business Mentoring Service (SBMS)
• Radio guest, discussing leadership, project management and process optimisation on 88.9WYNFm 2024-2025
• Keynote Speaker, Keynote Entertainment – Change and Leadership Management, Process Optimisation 2022 – 2025
• Guest Speaker, Professional Development Forum  "Work Smarter not Harder" and “Psychology behind great Communication” (2021, Online)
• Radio guest, discussing “How to lead with confidence” on Alive 90.5FM – Business Insights 2020
• Radio guest, discussing “Adapting in Times of Crisis” on Radio Eastern FM 98.1

Qualifications:

• Diploma of Professional Coaching
• Certificate IV Training & Assessor
• Certified Extended Disc Consultant
• Certificate IV Business - Communication and Self Management
• Double Diploma Project Management and Leadership Management
• Project Management
• Certified International Facilitator
• Negotiation and Crisis Intervention
• Conflict Resolution
• Graduate Certificate business Administration
• XERO Certified