Sammy Quimby

Experience

• 

  Telstra

  Jan 2014 - Jan 2015

  Senior Customer Service Advisor

  - Used technical expertise to deliver exceptional customer service, ensuring a seamless “walk out working” experience.- Assisted with device and application setup, resolved technical issues, and provided personalised recommendations for optimal use.- Transitioned to Customer Experience Advisor, collaborating with retail stores and Telstra Business Centres to enhance satisfaction and drive growth.- Built strong customer relationships, understanding their needs and offering tailored solutions.- Continuously updated skills with the latest technology trends and advancements.- Communicated complex technical concepts clearly to non-technical customers.- Received consistent positive feedback, reflecting high levels of support and assistance.- Proofread official documentation and communications for accuracy and professionalism. Show less

• 

  Henzells Agency

  Jan 2015 - Mar 2023

  Senior Customer Success Advisor

  - Progressed from an entry-level admin officer to a senior customer success advisor, demonstrating outstanding performance and commitment to customer experience.- Maintained a focus on customer experience, managing workload and meeting deadlines in a fast-paced environment.- Oversaw the customer journey, ensuring high engagement and exceptional experiences at every touchpoint.- Resolved customer complaints and inquiries efficiently, maintaining positive outcomes.- Handled clerical tasks like filing, phone calls, and basic financial account management, ensuring smooth operations.- Managed internal and external systems, using expertise to streamline processes and improve efficiency.- Created materials for internal and external use, including project artefacts and customer communications.- Translated frontline customer insights into actionable recommendations, working with leaders to enhance customer experiences. Show less

• 

  NSW Department of Customer Service

  Jun 2023 - now

  - Lead and initiate User Experience Design activities primarily focused on Digital Birth Certificate application and Forms+, driving the delivery of innovative solutions and exceptional customer experiences that support project objectives in alignment with Registry and NSW Government priorities.- Design and manage strategies to deliver high-quality customer services, ensuring efficient resource use and alignment with stakeholder needs.- Contribute to stakeholder engagement by supporting the negotiation, establishment, and maintenance of intergovernmental memoranda of understanding and service agreements, ensuring confidentiality and addressing mutual interests.- Offer expert advice on contract terms and management, assisting internal teams in making informed decisions and enhancing contract outcomes. Show less - Lead the design and implementation of advanced services, with a particular focus on the Digital Birth Certificate initiative, ensuring alignment with Service NSW’s strategic goals.- Conduct comprehensive usability testing and research using Miro, applying detailed interview protocols and surveys to gain deep insights into user behaviours and preferences.- Analyse data from usability tests and research to create actionable recommendations, and present these findings in detailed reports and engaging presentations to cross-functional teams.- Facilitate monthly retrospectives and take on the role of Senior Service Designer, fostering a culture of continuous improvement and effective collaboration within the team.- Drive the delivery of user-centred services that enhance the customer experience and align with Service NSW’s objectives.- Maintain clear and concise documentation for smooth knowledge transfer and design app UI mockups in Figma using native components from Apple and Google to guide the development team. Show less

  • Acting Senior Service Designer

    Aug 2024 - now

  • Service Designer

    Jun 2023 - Aug 2024