Allison Jeanes

Experience

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  Red Rooster

  Jan 1999 - Jul 2002

  Assistant Manager
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  Spotless services

  Jul 2002 - Dec 2003

  JUNIOR TRAINEE MANAGER
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  QUEENSLAND COMMUNICATION COMPANY

  Jan 2004 - May 2006

  Customer Service Consultant

  Managed a client base of small medium business customers within the South Brisbane/ Gold Coast areas for their phone system needs.Self-manage my workload while being in the Brisbane office and training between clients.Installation program, fault finding and induction training to customers on their business phone system.Maintain accurate records to help enhance the standard of customer service.

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  Optus

  Jan 2006 - May 2017

  Accountable for end-to-end service delivery to a multitude of Corporate, Enterprise and government accounts post sales. - Complete telecom moves, adds & changes and manage end to end within customer service levels. - Build & maintain strong relationships with internal & external customers. - Managed raised customer billing enquires. - Assist Optus Sales teams to meet revenue & orders targets by identifying possible contract opportunities. - Coaching new team agents on new products & procedures ensuring they have access to up-to-date information. - Assisted Team Leader with daily operations of team and raised escalations. Customer Portfolio included, but not limited to; - Qld Health_$34 Million per annum - Qld Government_$9.8 Million per annum, - Woolworths_ $18 Million per annum. - Suncorp | Medicare | Singtel. Show less A training support as a Service Desk subject matter expert (SME).Working with a small team of 6 members to launch and continue onboarding support to the International Helpdesk in Bangalore India. Key Achievements: - Supported with the establishment of the training materials for the international agents in Bangalore India for the international team to start managing customer requests both in written and via verbal communication. - Supported the International trainer with the delivery of induction training to agents while based overseas in Bangalore India to ensure agents are “live” with 12weeks. - Supported international agents after project completion as a line of communication back onshore in Australia. Show less

  • Senior Service Desk Analyst

    Jan 2010 - May 2017

  • Training Support / Service Desk SME (Seasonal Offshore Projects_3 to 6mths Projects)

    Jan 2012 - Jan 2017

  • Customer Operations Executive

    Jan 2008 - Jan 2010

  • Service Management Officer

    Jan 2006 - Jan 2008
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  FinXL IT Professional Services

  Jun 2017 - Apr 2018

  ICT support to Public Business Safety Agency (PSBA) and other Queensland Emergency Departments: Qld Police Services, Qld Fire Services and Qld Ambulance Services.Responsibilites / Tasks;- Designed and developed training module structures, content, training manuals and methods of presentations, including face-to-face and evaluations for the service centre training programs.- Conducted quality training at premises to analysts.- Coordinated the administrated and business aspects including training applications processing and maintenance of training rooms, training resources and training database to ensure efficient operation on a day-to-day basis.- Liaised with all levels of the Service Centre to prepare and present quality written training material and knowledge articles. Show less Provided a single point of contact for all IT services supported to the Public Business Safety Agency (PSBA) and other Queensland Emergency Departments: Qld Police Services, Qld Fire Services and Qld Ambulance Services.Responsibilites / Tasks;- Actioned customer phone calls, log calls from multiple sources and record all activity associated with them.- Maintained relations with internal and external support groups related to supplying service desk functions.- Supported of Microsoft Office/ 365, Microsoft Products, Networking, general Software/ Hardware, Active Directory and Individual Department Applications. Show less

  • ICT Service Desk Trainer

    Dec 2017 - Apr 2018

  • ICT Service Desk Analyst

    Jun 2017 - Apr 2018
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  Robert Half Technology

  May 2018 - Sept 2018

  IT Consultant

  Working directly within the Thomas Duryea Logicals Managed Service Desk to provide ICT Support to their client – RACQ. (Royal Automotive Club Queensland)- Providing a high level of customer service to the client across a variety of incidents and service requests.- Supporting of Microsoft Office/ 365, Microsoft Products, Networking, general Software/ Hardware, Active Directory and Individual Client Applications.- Assisting in the development of the Service Desk processes and producers through the maintenance of the knowledge database. Show less

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  Brennan IT

  Sept 2018 - now

  My role is to ensure our engineers have the knowledge, skills and attitudes to achieve in their role, and be ready for future career progression roles by driving a learning and development culture to support engineers in their performance, career development and engagement. Below are some responsibilities I deliver upon in managing the Learning & Development strategy in Brennan IT • Development and delivery of training packages that build and maintain a motivated and skilled Service Team.• Administer Learning Systems and maintain accurate training and certification records.• Deliver on the learning & development plan in Service Desk support to ensure engineers are equipped with the skills they require to effectively complete their roles. This strongly include but not be limited to: • Onboarding • Customer Service skills • Communication skills • Role Based skills• Design, facilitate, review and evaluate the effectiveness of all training delivered.• Identifying training and development needs through analysis, and regular consultation with Stakeholders.• Producing training materials for in-house courses and build learning systems with a broad Learning modules.• Revising learning programs and modules in order to adapt to the changes that occur in the work environment.• Use a blended learning method to support independent training that aligns with 70/20/10 model And Kilpatrick model. Show less • Developed and contribute to the development and maintenance of training programs, processes and documentation.• Develop and maintain effective working relationships within Brennan IT to promote a culture of continuous learning and great customer experience.• Facilitate the delivery of training and assessment programs to employees.• Conduct training reviews to ensure assessment criteria and compliance is met.• Maintain record and data entry of training and competency activities .• Developed and implemented a “Knowledge Tool" as a data base to capture the level of training and knowledge awareness among employee.• Provide reports and updates to Team Leaders and Management as required. Show less

  • Service Desk Training Manager

    Jul 2022 - now

  • Service Desk Trainer

    Sept 2018 - Jul 2022