Dipesh S.

Experience

• 

  Edith Cowan University

  Oct 2003 - Oct 2004

  Student Support Officer

  Providing timely, efficient and effective customer service. Student counter inquiries and booking services.

• 

  Edith Cowan University

  Jan 2005 - Sept 2018

  Manage the University Contact Centre, implementing a continuous improvement program for customer communication services and processes. Strategic planning and process development are driven by a focus on customer service, benchmarking industry best practice, proactive vision, professionalism and standards. Provision of guidance, direction, decision-making authority and reporting. Develop and implement agreed customer service standards ensuring consistent service delivery techniques and processes that provides timely enquiry resolution and efficient provision of information. Lead team in vital provision of frontline services incorporating information delivery, student online and phone enquiries, and electronic correspondence to all ECU students.  Achieved significant cost savings via efficient resource management and unique staffing structure. Jointly implemented unique staffing structure tailored to the University’s needs.  Led department in passing external audit in areas including risk management and business processes.  Introduced measures supporting sound corporate governance ensuring strict quality control and accountability. Established and maintain strong relationships supporting business partners and key stakeholders. Participated in ECU, team, and individual planning and policy development supporting decision-making. Show less As the Enquiry Services Coordinator my role is responsible for effectively project managing the development, support and continuous improvement of Enquiry Services Systems (Enterprise systems like Customer Relationship Management, Contact Centre software, Content Management System etc). Analyse business requirements of various sections of the Centre. Provision of guidance, direction, decision-making authority and reporting. Promote, and support training in the use of the Enquiry Services systems and applications. Manage all human, financial and physical resources. Participate in planning activities and policy development.As the Enquiry Services Manager I am responsible for the development and management of University Enquiry Services including the operations of the Contact Centre and Enquiries Services teams, ensuring delivery of quality proactive, customer-focused outcomes, aligned to the University’s operational and strategic requirements, and contributing to the continuous improvement of services to students. Provision of guidance, direction, decision-making authority and reporting. Identification, development and management of operational projects aimed at the continuous improvement of service and outcomes. Manage multiple projects, including system implementations, upgrades and integrations and marketing.  Overcame change resistance, growing uptake for systems transition from 2 departments to all 29. Grew fundraising and donations and improved future planning through introducing Alumni database.  Consistently research, identify and implement improved/advanced software solutions.  Ensure transparency across organisation-wide communication plans enabling proactive planning and execution. Established and maintain strong relationships supporting business partners and key stakeholders. Enabled smooth execution of changes required to support introduction of new technologies.  Increased efficiency and maximised campaign and event outcomes. Show less As Manager my role at Student Central is to Manage and coordinate all services delivered through the one stop shop including allocating relevant resources and reviewing service priorities and performance to ensure customer satisfaction. Participate in large University projects as a senior user and coordinate implementation of change. Contribute to the development of broad policy and standards in relation to the operations of the One Stop Shop within the Centre.  Actively participated in multiple, extensive University projects and coordinated implementation of change. Contributed to broad policy and standards development pertinent to One Stop Shop operations.  Conducted workshops to articulate end-user requirements towards establishing processes and procedures.  Identified and implemented system efficiencies and provided critical insight into system capability and benefits. Show less

  • Manager ECU Contact Centre

    Dec 2017 - Sept 2018

  • Enquiry Services Coordinator/ Acting Manager

    Jun 2008 - Nov 2017

  • Manager Student Central

    Nov 2006 - Jan 2009

  • Web Coordinator

    Jan 2005 - Jan 2007
• 

  Department of Jobs, Tourism, Science and Innovation

  Apr 2019 - now

  ICT Project Manager

  I am responsible for the development, implementation and evaluation of complex Information, Communication and Technology projects that support achievement of organisational objectives.