Experience

Integrated Marketing Systems (IMS)

• United States
• Market Research
• 1 - 100 Employee

• Systems Analyst

  • Jan 2020 - Present

  Responsible for the acquisition, verification, and maintenance of research material and local network information compiled in WSW and its associated bots, including IT technical support and troubleshooting.

• Research Manager

  • Feb 2017 - Jan 2020



iiNet

• Australia
• Telecommunications
• 500 - 600 Employee

• Credit and Billing Officer

  • Nov 2014 - Mar 2015

  I had several responsibilities as TransACT Victoria's Credit and Billing Officer. I generated and dispatched monthly bill runs via email and post for roughly three thousand customers (most of them businesses). I also cut the processing time for bill runs in half by revising outdated procedures and dispensing with unnecessary ones. Part of this process also involved pulling late and delinquent payments from the database and notifying customers by phone and/or letter. Finally, I processed payments daily to ensure they were applied correctly to individual accounts.The other major aspect of this role was debt recovery. I was the point of contact for businesses and individuals who had any questions about payments/debts on their accounts. I developed a strong working relationship with several of these customers and successfully recovered over $150,000 in outstanding balances.Everything above required me by turns to work alone or in a team as either a leader or collaborator. My responsibilities operated according to strict deadlines and demanded excellent written and verbal communication skills. TransACT is/was a brand operating under the iiNet umbrella.



iiNet/TransACT Capital

• Data Entry Specialist

  • Jun 2014 - Mar 2015

  I spent most of my time as a Data Entry Specialist processing applications for phone, internet, and television in and around Canberra and the Australian Capital Territory. I worked in a small team and used the OMNI database for creating, tracking, and updating customer accounts and information. A major aspect of this process involved credit and preliminary background checks (when necessary). It was also my responsibility to create tickets for the physical installation of products in homes and businesses. This position required me to work as part of a team with strict deadlines, and demanded excellent written and verbal communication skills due to an emphasis on specific terminology and the ability to liaise with several departments.TransACT Capital is/was a brand operating under the iiNet umbrella.



iiNet

• Acting Senior Customer Service Representative

  • Jan 2014 - Mar 2015

  I began my time at iiNet as a Customer Service Representative in the call center. Like most CSRs at iiNet, I was first in the billing department as a point of contact for customers who had questions about their accounts in general and their bills in particular. I also processed payments and refunds, cancelled and/or added new products and services, and dealt with complaints.Two months later I was trained in technical support, which expanded my responsibilities in the call center to include troubleshooting problematic connections, modems, email accounts, data usage, and phone usage. A significant part of this role also involved identifying and replacing/refunding faulty equipment and logging faults for our techs.Shortly after I was made an Acting Senior Customer Service Representative but several months later declined the opportunity to make the position official since I'd decided to leave the company. During my time as an ASCSR I supervised a team of between seven and ten CSRs, assisting in exceptionally complicated troubleshooting, approving large refunds, and deciding on a case-by-case basis whether and how to enforce or waive fees involved breaches of contract. I also helped to train three CSRs who joined our team late in my time with iiNet.The most demanding part of my role as an ASCSR involved the investigation and resolution of level one TIO complaints. I became the single point of contact for customers involved in the TIO process and spoke with each of them at length over a period of weeks or months. I worked to rigid, government-ordered deadlines, drew up lengthy case histories, liaised with other departments and other companies when necessary, and worked with customers to decided fair and legal resolutions. The I recorded the entirety of each TIO complaint in meticulous detail, which records were then reviewed by managers and the TIO government office itself.



Beyond Success

• Professional Training and Coaching
• 1 - 100 Employee

• Junior writer/editor

  • 2009 - 2011

  Beyond Success is personal development company that self-publishes newsletters, books, and journals, as well as CDs and online videos. The company also runs seminars and workshops across Australia, and, on occasion, in the USA. I spent about one year sharing an office with a few colleagues and one year working from home.In my time at Beyond Success I proofread and edited any and all newsletters, journals, books, coaching materials, and topic-specific blasts. I contributed as a writer to these same newsletters, journals, and books, and just as often wrote entire drafts of the company newsletters. I also wrote the first draft of a book about relationships after conducting numerous interviews with the owners/lead coaches and doing my own research.Various: transcribed an extensive audio library for clients and potential readers; fact-checked, properly referenced; and studied various subjects related to personal development, from mainstream self-help books to scientific and academic books and articles about philosophy and neuroscience.Other miscellaneous responsibilities: requested and assigned ISBNs and barcodes to Beyond Success publications using an online registration system; assorted administrative duties during seminars, which included assisting clients and colleagues.



The Australian National University

• Australia
• Higher Education
• 700 & Above Employee

• Tutor/Lecturer

  • 2009 - 2009

  As a lecturer/tutor at the Australian National University I responsible for two workshops/classes of thirty students total. I read several short stories per week and wrote personalized one-to-two-page critiques for each one, using my own extensive studies in literary theory and criticism as a basis for my assessments and eventual grades.I led in-class discussions—I liked to involve the students—about theory and practice in contemporary fiction, using a wide range of sources from both fiction and non-fiction, as well as discussions about students’ stories each week in workshop-style settings, encouraging all students to formulate criticism using the specific techniques they’d been studying in the supervisor’s primary lecture series.I also discussed in class and one-on-one any concerns students had with regard either to writing fiction or the course itself—mostly issues with deadlines, questions about the requirements of each short story, and additional material for study and/or enjoyment.I received positive reviews from the majority of my students.