Experience

Country Road Group

• Australia
• Retail
• 700 & Above Employee

• IT Service Desk Team Leader

  • Mar 2023 - Present



David Jones

• Australia
• Retail
• 700 & Above Employee

• IT Service Desk Team Leader

  • Feb 2022 - Mar 2023

• IT Service Desk Analyst

  • Feb 2020 - Feb 2022

  • Creation and maintenance of IT Service Desk processes and generate documentation as required• Support and troubleshoot hardware and software issues across Mac and Windows platforms• Implementing processes to improve efficiency and workflows• Completing systems audit and maintaining IT access registers• Providing excellent level of customer service to all staff• Experience in Office 365, Active Directory, Exchange and Service Now• Answering high volume of incoming phone calls and logging incidents and requests accurately through Service Now• Analysing and resolving incoming incidents and requests within the specified Service Level Agreement (SLA)• Sending communications to the business when there is a P1/P2• Participated in User Acceptance Testing (UAT) for multiple projects• Developing End of Month Reporting for the Service Desk Team• Handling escalations from members within the Service Desk Team and the Business• Filling in as a 2IC in the absence of my manager• Creating and maintaining user accounts across multiple applications Show less



Latitude Financial Services

• Australia
• Financial Services
• 700 & Above Employee

• Customer Specialist

  • Jul 2016 - Feb 2020

  • Delivering exceptional customer service and outcomes by understanding the customers financial situation and position through quality conversations over the phone • Tailoring financial solutions to customers to better manage their financial commitments • Using sales technique to up-sell customers with the heart of meeting customers needs • Working and negotiating with customers to achieve a mutually agreeable solution to help their current financial commitments but also ensuring that it aligns with business requirements • Demonstrating strong attention to detail and capturing customer information accurately • Always aiming to go above and beyond my targets and ensure consistent results within my role • Participated in a 2 week Careers Adventure Program in the Information Security (Digital and Technology) Department • Stepping up to manage the team in the case of my manager being absent • Solving problems, simplifying processes for customers and reducing customer effort • Ability to navigate through multiple systems • Ability to investigate and analyze customers credit file to make important decisions Show less



RMIT University

• Australia
• Higher Education
• 700 & Above Employee

• Academic Mentor

  • Mar 2018 - Jun 2018



Selenes Chocolate Bar

• Box Hill Central, Victoria, Australia

• Customer Service Representative

  • Apr 2015 - Jul 2016

  • Delivering excellent customer service with strong product knowledge • Ability to work as part of a team and individually • Ability to maintain the quality of products being delivered to customers under stressful conditions • Daily operational tasks including cash handling, gift wrapping, using an EFTPOS machine, stock management, waffle baking, time management • Delivering excellent customer service with strong product knowledge • Ability to work as part of a team and individually • Ability to maintain the quality of products being delivered to customers under stressful conditions • Daily operational tasks including cash handling, gift wrapping, using an EFTPOS machine, stock management, waffle baking, time management



Novo Shoes Group PTY LTD

• Australia
• Retail
• 100 - 200 Employee

• Sales Assistant

  • Nov 2013 - Jan 2014



McDonald's

• United States
• Restaurants
• 700 & Above Employee

• Team member

  • Jun 2012 - Apr 2013