Experience

• 

  Gec avery australia

  Apr 1993 - Dec 1997

  Electronic service technician

  - Field service Technician

• 

  Gxs

  Apr 2000 - May 2004

  Client services specialist

  - Combined role covering pre- and post-sales, support as well as integration, implementation and training.

• 

  Inner city fabrications

  Mar 2004 - May 2005

  Project manager

  - Project management - Estimating- CAD based Workshop Drawings- Accounts management- Management, scheduling and co-ordination of site activities, materials and project timing.

• 

  Gxs

  May 2005 - Mar 2014

  Team leader - global client services (australia)

  - Accountable for leading local Support Teams in providing high quality support and services to GXS's Australian and New Zealand client base.- 2nd Tier technical support, configuration and implementation of GXS EDI translation software and networks.- Incident and problem management- Technical Pre Sales support- Responsible for customer communications and correspondence including the communication of time critical issues such as network outages and postmortem reporting after major technical failures. - Overseeing the continued training of our 1st and 2nd tier Support Teams. - Continually Maintained >97% customer satisfaction rate for local support. Show less

• 

  Dhl ecommerce

  Jul 2014 - Aug 2019

  - Management of Customer Implementation Team for Oceania.- Enterprise customer integration and implementation.- Single point of contact for customer integration projects with Partners and local key accounts.- Evaluation of Partner/ customer's operational process flow as well as IT systems in order to propose integration options.- Monitoring progress and accuracy to ensure proper implementation is completed within agreed upon project deadlines.- Handling of customer escalations across implementation portfolio and working closely with internal parties to mitigate risk and resolve disputes.- Providing customer service to both internal and external parties through effective communication, implementation and follow up regarding projects and scheduled service programs,- Liaison between Sales and cross functional teams to guarantee proper implementation of all customer requirements.- Support for issue resolution, post implementation.- Technical pre sales support.- Support of internal business development team through business acceptance testing (BAT) and sign off for DHL eCommerce Portal and API suite development.- AP Portal champion for Oceania.- Management reporting and APMB presentations. Show less - Oceania Head Of Function- Defining, certifying, managing and supporting of new customer integration projects for Oceania- Developing and documenting customer specific integration scenarios- Identification and resolution of integration issues- Monitoring and support of daily data flow of Integrated customers- Conduction of all relevant customer training for web Portal/ AP Portal and Direct Integration customers- Advising customers on all label specifications and coordinating certification of shipping label prototypes provided by select customers.- Pre Sales support Show less

  • Customer Implementation Manager, Oceania

    Oct 2017 - Aug 2019

  • Business Analyst IT, Customer Onboarding/ Customer Integration Consultant

    Jul 2014 - Oct 2017
• 

  Thomax

  Feb 2021 - now

  Global service desk lead