Experience

Learn to Trade Australia

• Australia
• Education Administration Programs
• 1 - 100 Employee

• UW Coordinator

  • Nov 2019 - Present



Iron Mountain

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Account Services Manager - DM

  • Jul 2014 - Present

  The Account Service Manager (ASM) role is a key member of the account support team for Iron Mountain customer. In partnership with the service delivery organisation the ASM is accountable for maintaining strong customer relationships, for the delivery of quality services and for achieving Total Customer Satisfaction (TCS). The goal of the Account Service Management function is to maximise revenue generation through the retention and growth of existing account through formal post-sale support process, which strives to achieve TCS with our customers.



Express Data

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Operations Coordinator

  • Mar 2013 - Jun 2014

  • Monitor and manage the Hardware Orders Database and Masterpack External Orders to ensure reseller purchase orders are processed as per the Service Level Targets associated to each vendor and reseller. • Manage the Purchase Order Workbench and submit orders to the vendor, ensure that all the necessary checks have been performed and the relevant paperwork provided to the vendor. • Follow up on Problem Orders from the Sales Order and Purchase Order Problem Workbench and interact with the appropriate vendor, reseller or internal department to enable the order to be processed. • Monitor and respond to email enquiries that are received via the operations database. • Logon to the Hardware hunt line and manage customer any customer queries received in a professional and friendly manner



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Prepaid Operations Analyst

  • Mar 2010 - Nov 2012

  Reporting to the General Manager - Billing Responsibilities: • Monitor and action SSR tickets raised by the Call Centres within the specified SLA timeframe; • Liaise with Communication team to update our internal website to Call Centres of any known issues; • Co-ordinate system changes to improve current SSR fields to capture customer issues and complaints; • Identify opportunities to provide feedback to Advisors; • Monitor and action Prepaid Billing Operation mailbox of customer related queries; • Manage and chair the weekly Prepaid Operational Weekly Meeting; • Establish and maintain relationships with Service Managers, Marketing, Customer Care and Finance; • Develop, maintain and document billing processes and procedures; • Co-ordinate ad hoc customer account changes with our technical vendors, Marketing and Customer Care; • Configuration of number ranges and prefixes within our VPN Prepaid System; Achievements: • Implemented a new call tagging strategy for pre-paid business which provided good quality data The outcome is reduced calls in customer care and improved customer experience; • There was a period of a few months whereby Prepaid Premium MMS transactions were not appearing in customer’s usage details and took the initiative to lead and liaise with vendors, Customer Care and Finance to implement a fix which resulted in minimal impact to the customer;



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Pricing Analyst

  • Apr 2005 - Apr 2009

  Reporting to the General Manager - BillingResponsibilities:• Manage workflow, ensuring deadlines are met and priorities progressed according to predefined targets;• Provide advice to the business on end to end billing systems ability to support new products and services at a concept stage;• Liaise with internal departments to facilitate use of existing system functionality to meet new product pricing and call record rating requirements;• Liaise with IT and external vendors in relation to system and product configurations;• Develop and maintain relationships with and across functional areas within VHA that contribute to product and services development;• Manage technical product and system development related activities and ensure that business needs are defined and address fully and consistently, and that products are delivered speedily to market, utilising current technologies, making effective use of resources across the business;Achievements:• Selected to represent one of Vodafone’s core brand values in an internal communication piece nationally

• System Tester

  • Feb 2003 - Mar 2005

  Reporting to the General Manager – Billing and Program Test LeadResponsibilities:• Put together test objective matrixes in alignment with the business requirement specification;• Preparing and executing test plans;• Responsible for communicating back to Vodafone of any potential project slippage’s, issues and constraints and escalating as appropriate;• Ensure integrity of the billing systems through strict audit control checks on all configuration updates and modificationsAchievements:• Being part of the successful team for the deployment and implementation of programs such as Billing system migration – Postpaid and Prepaid

• Gemini Application Support

  • Nov 2001 - Jan 2003

  Reporting to the Application Support Manager - GeminiResponsibilities:• Provide on call support to our internal customer that directly impact them when using the Gemini billing systems;• Trained a university graduate all aspects of the role before undertaking it full time;Achievements:• Successfully implement a training program for a graduate;

• Parameter Control Analyst

  • Sep 1999 - Oct 2001

  Reporting to the Parameter Control ManagerResponsibilities:• Coordinate and implement TCR (Table Change Requests) within the Gemini billing environment;• Ensure that Gemini tables are 100% accurate when performing a TCR request; Achievements:• Participated in successful roll out of the Y2K project and introduction of GST;