Sydney, New South Wales, Australia
Vivian is an employee relations professional, currently working as a Senior People and Culture Advisor role at Optus while finishing up her Practical Legal Training (PLT). Vivian is passionate about advisory work, case management, and navigating complex people challenges with empathy and strategic insight.
Delivered pragmatic, risk-aware advice across performance management, conduct issues, grievances, workplace investigations and complex absence matters for a workforce of ~7,000, managing a caseload of 25–50 matters at any time. Supported proceedings before the Fair Work Commission through drafting submissions, attending conciliations and managing separation outcomes. Partnered with leaders at all levels to resolve complex people issues, drive high performance and provide clear, solution-focused guidance aligned with legislation, awards and policy. Additionally, contributed to continuous improvement by uplifting ER tools and templates, while completing PLT within Optus’ Legal team and assisting on matters before the FWC and AHRC.
As above.
Provided high-level administrative support to the HR team at Samsung across Talent Acquisition and Workforce Management, managing end-to-end recruitment for entry-level roles including shortlisting, coordinating reviews, preparing contracts, onboarding and monitoring payroll activity. Oversaw the probation review process to ensure compliance with employment standards while maintaining strong engagement with new team members. Delivered key HR projects, including completing a People2People-wide contractor audit of 2,000 records to enhance data accuracy.
Delivered first-touch resolution for customer queries across the national Mortgage Choice franchise network of 1,000+ brokers, providing professional customer support and Tier 1 business support. Designed and executed two major outbound call programs, completing calls, tracking insights and reporting trends to senior stakeholders within tight deadlines. Improved lead engagement by 40% and audited 3,000 customer records to strengthen CRM data integrity.
Reported directly to the Principal Solicitor, drafting legal documents, correspondence and court forms with a high level of accuracy and attention to detail. Conducted in-depth research on family and criminal law matters to support case preparation and advice. Managed client files, appointments and case notes while shadowing the Principal Solicitor across a range of matters. Additionally, provided administrative and research support to solicitors by filing, monitoring court registries and triaging client enquiries to ensure smooth case progression.
Managed reception and administrative operations, including client greetings, appointment scheduling and end-of-day reporting. Supported caseworkers by preparing client applications and triaging enquiries related to housing, employment and advocacy for asylum seekers and refugees. Maintained accurate records for 100+ clients, fostering strong relationships and ensuring efficient service delivery. Redeveloped and streamlined the Foodbank program, improving database accuracy for 15+ daily visits and enhancing coordination of monthly community donations.