1. Elle-May Michael
305/88 King St NEWTOWN 2042
0450 016 299
ellemay.michael@gmail.com
EXPERIENCE
Insight CFS, ​Surry Hills NSW —
Customer Service & Communications Manager
2008 - Current
This role has grown as the business has grown from doing solely
telemarketing for only three charity clients to performing a wide range
of fundraising strategies for seventeen charity clients. I have played a
pivotal part in this process driving development and change to internal
systems and processes to create new business opportunities and increase
revenue.
Generic roles include
● Liaise with clients regarding campaign set-up.
● Create, design and copy-write marketing campaigns for charity
clients.
● Write, format and design DM and EDM to customers
● Create, edit and maintain commerce websites.
● Design letterheads, envelopes, web graphics, and internal
communications
● Create mail merge, barcode data, Lodge as charity mail / presort
with Australia Post
● Work with IT developers to implement new products such as
email API’s, PostBillPay, Web Payment systems & more.
● Work with IT to create and modify internal programs for
administration staff as per their requirements.
● Liaise with external providers such as mailhouse, banks,
marketing companies, advertising companies & Australia Post.
● Develop telemarketing scripts as per Department of Gaming &
charity client requirements.
● Handle complex queries from the general public.
● Manage a team of six.
SKILLS
Communications
Marketing
Graphic Design
Web Design
Digital Advertising
Advertising
Customer Service
IT Liaison
Mail House Management
TECHNICAL SKILLS
Microsoft Word - Advanced
Microsoft Excel - Advanced
Adobe InDesign - Advanced
Adobe Illustrator - Intermediate
Adobe Photoshop - Intermediate
Adobe Dreamweaver - Intermediate
HTML5 & CSS - Intermediate
Facebook Advertising -
Intermediate
Display Advertising - Intermediate
Google Analytics - Intermediate

2. Achievements
● create an automatic ticketing and receipting email system where
none existed before
● moved offline customer service calling to an automated predictive
dialler, saving thousands of dollars and improving data quality.
● create ecommerce websites (custom payment system) generating
revenue of over $100,000 in two years.
● implement PostBillPay, reducing manual payment processing by 40%
● test and develop and OCX for telemarketing agents to control
data & improve experience.
● semi-automate mail-file creation processes to reduce errors and
increase productivity.
● create in-house mail-house producing 1-5k letters per week as
per Australia Post barcoding standards saving the company tens
of thousands each year.
● automate internal reporting
● improve internal reconciliation processes
Self-Employed, ​Sydney — ​Clothing Representative and
Sales
2011 - 2014
In this role I assisted VnV Boutique in running convention stalls which
involved planning, set-up, sales and OH&S. I also sold clothing for
independent Australian designers to stores and managed consignment
stocks.
Insight CCS, ​Surry Hills NSW — Tele-fundraiser
JAN 2006 - NOV 2008
Making fundraising calls for a variety of charity clients including the
Police Citizens Youth Clubs, RSPCA & the Heart Research Institute.
Triselies, ​Katoomba NSW​​— ​Family Business
2004 - 2008
I worked in customer service and back of house handling orders,
cleaning and organising.

3. EDUCATION
Swinburne University, ​Online — ​Communications - Media
2013 - Present (currently undertaking final two units - graduation March 2016)
Learning and Communicating Online - C
Foundations of Statistics - D
Intercultural Communications - D
Innovation Cultures: Perspectives On Science & Technology - D
Public Relations Writing - D
Introduction to Media Studies - HD
Professional Communication Practice - HD
20th Century Design - HD
Principles of Advertising - HD
Marketing Concepts - HD
Media Studies Project - HD
Digital Communities - HD
News Writing - HD
Australian Media, Crime and Policy - HD
Screen Studies: Movies, Television and Ourselves - TBA
Media, Advertising, Sport And Society - TBA
PROFESSIONAL REFERENCES
Nicky Lee
Client Manager Insight CFS
0410 561 703
nicky.lee@insightcfs.com.au
Jonathan Conti
Petroleum Geologist at Beach Energy
0427 266 207
Stephanie Waller
Owner VnV Boutique & Z-ent!ty
0421 634 586
OTHER FORMAL EDUCATION
2014 - Certificate 4 in
Frontline Management
2013 - Introduction to
Dreamweaver CS4
2012 - Diploma of Design
(Graphic Design & Desktop
Publishing)
2012 - Certificate 4 in
Business Sales
2012 - Web Development
Essentials: HTML & CSS
2009 - Excel 2003 level 2
2006 - Certificate 4 in
Musical Theatre
2006 - Responsible Service of
Alcohol
PERSONAL REFERENCES
Brian Lizotte
Owner Lizottes Newcastle
0417 440 246
Catherine Mackintosh
American Express Concierge
0451 833 813
Tawfik Elgazzar
Professional Photographer
0405 306 609