APAC Transitions Manager

• Jan 2021 - Present

General Manager of Product

• Jul 2019 - Jan 2021

Product Manager

• Apr 2019 - Jul 2019

National Technical Services Manager

• Jul 2018 - Apr 2019

We would check to ensure that appropriate changes were made to resolve customers' problems, including:• Refer unresolved customer grievances to designated departments for further investigation.• Answer user inquiries regarding computer software or hardware operation to resolve problems. • Set up equipment for client use, performing or ensuring proper installation of hardware, operating systems, or appropriate software.• Install and perform minor repairs to hardware, software, or peripheral equi-pment, following design or installation specifications requested by clients.• Design, evaluate, recommend, and approve changes of forms and reports. • Attend client offices to discuss reported issues.• Gather organize information on problems or procedures. • Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems & improvements. • Accomplishments – Multiple complaint clients resumed paying for services and become happy clients.

Implementation Manager

• Nov 2017 - Jul 2018

• Responsible for the complete implementation and training program for new LEAP clients. Manage the provision of professional services and am accountable for the delivery of the highest level of service to new clients during the onboarding process.• Guide my team of specialists to help fulfil LEAP’s implementation program in accordance with service level agreements. My time is also dedicated to leading the team of LEAP product consultants to deliver training and support to clients.• ACCOMPLISHMENTS – LEAP’S first-ever LEAP Star (employee of the month) – May 2018

Technical Client Services Manager

• Jan 2016 - Aug 2016

We would check to ensure that appropriate changes were made to resolve customers' problems, including: • Refer unresolved customer grievances to designated departments for further investigation. • Answer user inquiries regarding computer software or hardware operation to resolve problems. • Set up equipment for client use, performing or ensuring proper installation of hardware, operating systems, or appropriate software. • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications requested by clients. • Attend client offices to discuss reported issues Gather and organize information on problems or procedures. • Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems and improvements. • Prepare manuals and train workers in the use of new forms, reports, procedures, or equipment. • Accomplishments –Multiple complaint clients resumed paying for services and become happy clients.

LEAP QA Analyst

• Feb 2013 - Feb 2016

Working as a Quality Assurance analyst at LEAP Legal Software, my role includes; • Remotely log onto client’s machines and Install/Repair LEAP programs • Creation and use Test plans to test Software versions for Release • Development of internal and external documentation and release notes • Daily testing / implementation of builds • Coordinating with other departments to have a version released • Find, Log and test bugs/glitches • Rectifying errors in a speedy manner • Following the Bugs progress through the Bug Logging Software (AxoSoft) • Maintaining and enhancing the quality of LEAP builds • Liaising with Developers and key stakeholders regarding updates and fixes • Following company procedure completely • Implementation of fixes/plans

Helpdesk Team Leader

• Mar 2012 - Feb 2013

- Responsible for rostering staff within helpdesk team- Achieving K.P.I’s on call statistics and resolution figures- Managing team of staff receiving inbound calls daily- Organising and training helpdesk staff - Devising new ways to improve operations within department- Daily reporting to upper management and executives- All other duties required to fulfill role

Helpdesk Consultant

• Feb 2011 - Mar 2012

- Remotely log onto client’s machines and Install/Repair LEAP programs- Typing Emails / Help Articles to assist clients with Frequently Asked Questions- Resolve customer enquiries- Building rapport with external and internal clients and colleagues- Log onto clients servers to back up data and run Data checks- Install products / train clients on system- Attend clients office with consultants to install software and train new clients - Creating Excel reports to assist managers in weekly meetings

Customer Service Specialist

• Sep 2010 - Feb 2011

- Served customers in a busy, team based environment - Efficiently dealt with telephone orders, customer complaints and inventory management beginning through to end - Ordering / Clearing Cash, Balancing - Fast and accurate computer work - Building rapport with both external and internal clients. - Achieving and exceeding sales targets - Lead and manage a telling team to its fullest potential - Successfully dealt with all clients’ queries and concerns. - Answered all phone queries in a timely and efficient manner - Provided excellent customer service from beginning through to end - Maintained and implemented a high level of customer focus - High level cash handling skills - Maintained and supported OH&S policies in the workplace - Handled high volume sales successfully - Successfully managed all transactions via phone and in person - Excellent ability in providing detailed information on new products