Experience

• 

  Kmart corporation

  Sept 2003 - Feb 2010

  Customer service

  Main duties were to prepare the store for a day of trade which included cash counting, staff management and general duties which were performed in the back office and Layby.

• 

  Aussiehq pty ltd

  Aug 2009 - Oct 2012

  Business analyst - customer experience/support team lead

  - Worked within a project environment to analyse and gather requirements for software and applications that were used to improve the customer experience across the product range.- The creation of 24/7 rotating rosters for a Canberra based call centre.- Staff hiring and training.- Ticket and call queue management of in excess ~1000 calls and ~2000 tickets per week.Key achievement was the implementation of a multi-sited, multi-branded knowledge base that provided a single source of truth on product specifications/how-to's. This allowed CSR's to quickly and easily share these articles to reduce handle times on customer queries. Being that the KB was operated from a single point, data was always reliable improving the customer experience. Show less

• 

  Uber global

  Sept 2012 - Oct 2013

  Business analyst – it call centre operations

  - Developed and implemented solutions for financial and operational metrics reporting, and change control procedures.- Coordinated the operations of the call centre including strategic human resource management, technical documentation, training and staff development.- Worked alongside the system administrators to document and gather the requirements for the call centre SOE.- Implementation of a customer single-sign-on page that automatically redirected customers to the correct billing system which allowed us to move billing accounts transparently in the background.- Implementation of LiveChat (LivePerson) which included staff training, procedure updates and customer introduction.- Implementation of TeamViewer allowing our CSR's to remotely connect and configure client's machines, again reducing contact time and touches.Within one month we were receiving more than 2000 chats per month, reducing overall customer contacts from 5,500 to 3,500 per month—a 36 percent reduction! Please see attached article/link for this success story that was published on the LivePerson website.https://www.liveperson.com/resources/customer-success-story/uberglobal-success-story Show less

• 

  Melbourne it group

  Oct 2013 - Mar 2017

  Business analyst – it integration operations

  This role was to lead the post acquisition stage of SmartyHost and Ilisys (including MYOB website hosting) hosting companies which involved the consolidation of billing, ticketing and phone systems including the revision and adaption of company procedures and policies.- Developed specifications and gathered business system specifications for the development of custom, mission critical enterprise applications.- Coordinated the implementation of a Zone3 secure access room that met the compliance, environment and security requirements to access Protected level systems for Government clients.- Analysed and documented existing business processes and practices using flowcharts, context diagrams and data flow diagrams.- Planned, coordinated and executed test scripts during user acceptance testing workshops.- Performed platform change impact and risk analysis.- Data and system mapping (including architecture, platform and application).- Wrote user stories for the development of new systems/tools.- Ran daily stand-up meetings and regular catch-ups with key business stakeholders.Additionally:- A focus on company culture, team motivation and building relationships.- Revised monthly incentive program from an individual focus to increase organisational citizenship behaviours creating better outcomes for the team and customers.- Redefined performance metrics for our contact centres in Canberra, Melbourne and India to be customer centric and not merely volume based.- Additional duties performed include training, staff hiring and recruitment, performance management and coaching process framework as well as remote office management/analysis. Show less

• 

  Optus

  Jul 2016 - Dec 2016

  Research internship

  Business Analysis and Recommendations of Strategic Human Resource Management (sHRM) techniques to better manage the allocation of finite resource pools. Allowing better staff utilisation with fluctuating client demands and competing delivery priorities through the transition to virtual teams.

• 

  The australian national university

  Feb 2017 - now

  Tutor

  Tutor for the Undergraduate Internship and Global Marketing Programs

• 

  Cordelta

  Apr 2017 - Apr 2020

  Consulting business analyst

  Worked with a large government entity to outsource its internal contact centre which handled in excess of 30,000 calls a week. During this time I also worked on the implementation of a Virtual Assistant, client enquiry channel optimisation and Omni-channel reporting.A large facet of this work was the reporting and tracking of progress and performance which was built utilising Tableau and Alteryx. Dashboards were built for multiple audiences including operation (Team leaders), strategic (management), executive (senior management) to accurately and consistently tell the story of realised metrics. This was achieved by simplifying the presented data to tell meaningful messaging using industry benchmarked composite-like metrics. Show less

• 

  Ionize

  May 2020 - Jun 2021

  Delivery manager