Mid 2003 – Mid 2007 Auckland University of Technology

National Conference and Events Manager at Make UK

Skills: Project Management · Event Planning · Leadership · Customer Service

The Conference Company Ltd

Project Manager

Working for a key player in Auckland’s economic and cultural development to deliver high quality events while managing a team of specialised Event Coordinators. 

Key responsibilities include: 

•	Managing a specialised team of Event Coordinators to ensure the successful delivery of all events through the provision of effective and professional event management, including training, guidance and mentoring for direct reports. 
•	Overseeing the management of approximately 500 events annually with revenue and cost control activities upwards of $9.5m
•	Management and coordination of one-off and annual complex events
•	Collaborating with multiple business units and stakeholders to ensure effective team synergies are developed and maintained.
•	Monitoring and tracking event financials, audits, and post analysis.
•	Managing key stakeholder relationships including major hirers, repeat clients and key suppliers
•	Event planning, audit venue utilisation, financial and statistical data management within the event management system to ensure accurate reporting is maintained for all events.  
•	Reviewing, mitigating and escalating relevant event-related and venue risks using the organisational risk management framework and assist in the implementation of Emergency Management Plans when required.
•	Tracking department spend and budget, providing accurate expense reports.
•	Regularly reviewing operational collateral and delivery processes to identify and implement opportunities for improvement.  
•	Researching industry best practice relating to Event Delivery and taking the lead on identified new business initiatives to ensure effective planning and delivery within current operational practice. 
•	Participating in relevant projects that affect Event Delivery or the interface between on-the-floor event delivery with other sections of the business, to deliver high quality innovative activities as appropriate. 
•	Providing high quality project management

Tātaki Auckland Unlimited

Manager, Event Planning - Conventions & Expos

Promoted to Manager, Event Planning - Conventions & Expos

Team Leader | Event Delivery - Auckland Conventions Venues and Events

Working for the voice of UK manufacturing and engineering to deliver inspiring and engaging Conferences and Events for members and the wider stakeholder community.

Key responsibilities included the development, leadership and end-to-end delivery of the Make UK flagship annual Conference & Dinner, on time and on target. This required working collaboratively across multiple business units to develop the overall strategy and programme, managing partners/sponsors/suppliers, and providing functions reporting to stakeholders.

While in this role I also created an overall streamlined events strategy for the entire business and an event management service for members. 

This was in addition to:

•	Management of Policy & Engagement events
•	Line management of the Conference Manager (2018-2020)
•	Online Event System Management
•	Advocates Programme Management
•	Conference & Dinner Website and Mobile App Management
•	Partnerships team Support
•	National Staff Forum Representative
•	Steering Committee for an industry project

Make UK

National Conference and Events Manager

Role Pivoted to National Conference and Events Manager due to Covid

Head of Conferences

Promoted to Head of Conferences at Make UK (formerly EEF)

Conference Manager

Promoted to Conference Manager at EEF
= Key responsibilities also included Management of the Annual Photography Competition

Conference and Delegate Liaison Manager

Working for one of Australia’s most successful and well-known organisations, Crown has provided invaluable skills, lessons and opportunities for growth within my career.  This coupled with my extensive knowledge of the events industry has allowed me to customize each event to suit the client’s needs, budget and expectations providing the ideal experience.  I have been commended for my initiative and dedication shown on the job and strive for further gratification in all areas of the Events Industry.

Key responsibilities included:

• Liaise with clients to manage every element of their event and conference at Crown. Taking on a pro-active approach to ensure customer service standards are exceeded whilst adding creative ideas that suit their budgets.
• Book, liaise and manage all facilities and services related to the client's vision and budget then working directly with any external suppliers and contractors – helping to diversify each individual event.
• Coordinate Event Orders to ensure they are detailed and correct, all relevant stakeholders are informed, and handed over to all operations departments for implementation. Ensure Event Orders are signed and returned by the client.
• Working in conjunction with Hotel Group Reservations to ensure client accommodation requests are met
• Ensure all contractual requirements are complied with, such as deposits, final catering numbers, and food and beverage costs as detailed in the contract and Event Order
• Posting, Reconciling and Cross-referencing Billing and Accounts through Micros, Delphi and OPERA systems
• Liaise with the Accounts Department to ensure all payments, credit applications and final invoice have been settled
• Seek client feedback and work with them to improve operating procedures and processors for their next event

Crown Melbourne Limited

Events and Conference Manager

Successfully managing Events and Conferences from the initial quotation and sales process through to the event execution while maintaining 5 star customer service

Key responsibilities included:

• First point of contact for client escalations and complaints.
• Negotiating with clients and providing competitive quoting within company guidelines. 
• Preparation of event proposals and contracts.
• Successful management of events from initial enquiry to final event execution while maintaining 5 star Customer Service. 
• Managing several events at one time within set deadlines which often exceed 15 events per month.
• Achieving targeted business results in keeping with the event budget.
• Applying new processes and products to improve customer satisfaction and experience.
• Liaising with Operations to investigate and resolve client issues and requests.
• Escalating major problems to the Conventions Manager and working with him to resolve them.
• Liaising with Clients to up-sell, discuss event logistics, improve loyalty and volume by arranging return business.
• Establishing new client Relationships.
• Sourcing and liaising with suppliers, purchasing materials and services for events ranging from 20-1000pax.
• Forging relationships and collaborating with stakeholders to build a strong network of contacts within SKYCITY.
• Client portfolio: Lion Nathan, Dalkia, Tower Insurance, Fonterra, IAG, McDonalds, Macquarie, Microsoft and ASB.

SKYCITY

Convention Services Coordinator

This temporary role involved organising and termination of vehicle leases with companies throughout New Zealand.  This Customer Service/Administrative position included conducting telephonic customer service calls and managing organisation for maintenance of returning vehicles. 

Key responsibilities include:

• Lease terminations and renewals, extensions and refinancing.
• Assist Head Lease Terminations Officer.
• General day to day responsibilities that ensured that the DataGenerator vehicle Database was up-to date.
• Organising lease extensions and refinancing.
• Invoicing Clients, provide follow-ups and resolve queries
• Liaising with department managers. 
• Compiled letters, faxes, emails and customer quotations..

Toyota Financial Services

Lease Terminations Officer

This Administrative/PA position included organisation of the General Managerâs schedule, booking flights and accommodation.  Due to the busy office environment and fast pace of the department my role also included general administration when required. 

Key responsibilities include:

• PA to General Manager and responsible for organisation of his schedule.
• Mail Distribution.
• Dealt with customer queries and processing orders.
• Compiled letters, faxes, emails and meeting minutes.
• Preparing and running monthly reports.
• Assisting accounts department with invoices and credit applications.

Sims Pacific Metals

Temp Administrator/PA

This role involved liaising with exhibitors and labourers to organise logistics and floor layout for Exhibitions and Tradeshows.  This was my first full time events role since graduating and enabled me to utilise and develop on the knowledge learnt while studying.  

Key responsibilities include:

• Sales with existing customers, upselling and sousing new Business.
• Preparation of all documentation from quotation to final invoice.
• Liaising with organizers and exhibitors to ensure layout for events fit requirements and exceed expectations.
• First point of contact for problem solving onsite.
• Ensuring equipment onsite is up to a high standard.
• Providing onsite Event Customer Care.
• Answering all incoming calls and telephone queries.
• Management of staff to ensure deadlines and floor requirements are met.
• Arranging event job packs for operations and warehouse teams.
• Monthly Reports and Database Management.

Caroline O'Neill