Experience

• 

  Optus

  Jul 2008 - Nov 2012

  Within the Corporate Business Department of Optus SingTel our team managed and maintained Corporate Business and Government client accounts for their communications services, incl. Mobile GSM, landline PABX, PSTN, Cable and Mobile Broadband.I was part of a team of subject matter experts that developed and maintained customer satisfaction initiatives. The use of Lean Six Sigma principles was applied to be able to create and improve on existing processes, all with the focus of Customer Experience and Satisfaction. Show less

  • Service Management Officer | Optus Business

    Apr 2010 - Nov 2012

  • Consumer Sales

    Jul 2008 - Mar 2010
• 

  Ipsos australia - mediact (media, content and technology)

  Apr 2013 - Aug 2014

  Services specialist

  Throughout early stages of development with implementing the 'emma' project I was involved in planning and building of the Support Infrastructure, creating workflow procedures, diagrams, Service Level Agreements, Work Instructions, establishing and maintaining the process documents for the end-user support team.Usage of the software and the data within the product Enhanced Media Metrics Australia, known as 'emma'. Clients use the database which is developed from a comprehensive audience insights survey and includes fused data and readership modelling. This data is accessed through the software, which is an advanced data analytic and media planning tool.Clients are various major and smaller newspaper publishers, magazine publishers, media agencies and advertising agencies. With much vigorous preparation, the launch of the new cross-platform audience insights survey was publicly announced on the 19th of August 2013. Show less

• 

  Xerox

  Mar 2015 - Jan 2016

  Technical analyst

  Diagnosis, solution and resolution of problems at a machine level and network level, supporting the Field Service Engineers and Technical Specialists. Machine consumables and parts, client services and products. Assist with adHoc tasks in supporting teams with workload and administrative data cleansing initiatives.Our clients range from SMB to large corporations and government agencies. Primary focus is on the accurate and efficient operations of the Customer Support Center with an emphasis on customer satisfaction. Show less

• 

  Vital resource

  Oct 2016 - Apr 2021

  Owner/operator | website design | business support systems

  The core of Vital Resource’s motivation is to connect with people and their organisation to help micro and small-medium businesses with their journey. Services offered are Website Design and Development, Website Maintenance and Business Support Systems Analysis. Website Services: - Build and design your website using a Content Management System (CMS) – Drupal or WordPress. Depending on your needs I can recommend which CMS is better suited for you. I can modify, manage and customise themes using web programming (HTML, CSS, JavaScript, and PHP) to suit design and functionality, and apply/configure plug-ins to meet your needs. - Manage and maintain your existing Drupal or WordPress websiteBusiness Support Systems Analysis: - Customer Relationship Management System and Business Management Systems based on your requirements. Research your industry needs. - Creating, documenting or optimising your business processes - Analysis and recommendation on your organisation's information technology systems, for example setting up your CRM to work with other systems and applications you use to optimise processes and automation i.e. email marketing platforms, or find alternate solutions that will cater to your business needsVital Resource is part of an Australian Virtual Assistant network. Virtual Assistants are self-employed business operators providing business support services, such as administration, accounting, website, content management and IT service management via remote means. Australian Virtual Assistants know what is expected within the Australian business environment. Show less

• 

  Delv

  Jun 2018 - Mar 2020

  Service delivery manager

  Engaging clients and partners to deliver operational excellence within the Enterprise Mobility Management space. My emphasis is on their Customer Experience. Delv offers Unified Mobility Managed Services (UMMS) which includes Enterprise Mobility Management (EMM) through various MDM (Mobile Device Management) solutions, as well as RPA, IoT and AI innovations. We partner closely with leaders in telecommunications, mobility and business solutions, hardware device manufacturers, IoT, AI and SaaS solution providers.I manage support processes and documentation within the UMMS product offerings, process and service delivery improvement, guide the support desk staff with training and mentoring to make sure delivery of technical support is parallel to expectations, and work with Sales and Technical teams towards the overall management of Delv’s clients. Show less

• 

  Optus

  Apr 2020 - Mar 2021

  via Efiniti Telecommunications Services

  • Service Operations and Integrated Client Services | Optus Enterprise

    Jul 2020 - Mar 2021

  • Mobility Expert | Consumer and Small Medium Business

    Apr 2020 - Jul 2020
• 

  Telestar communications

  Mar 2021 - now

  Service manager

  Telestar is a trusted managed services provider for all aspects of telecommunications.Service Managers in Telestar get to know thier customers, ensure exceptional delivery of service operations by coordinating internal teams, partners and vendors, bridge gaps using effective communication, streamlined processes, insights and guidance. Key areas of our Managed Services include Telecoms Expense Management insights to help with fleet management, bill validation, optimisation recommendations, reporting, analytics, consultation. We have strong presence and expertise in Mobility, Unified Endpoint Management solutions, Device Lifecycle Management, Fixed Networks (DAC - Digital, Access and Connectivity), and Satellite.As a team we come together and innovateWe provide corporate and government organisations with insights to simplify operations, contain costs and improve productivity. Show less