Michelle Munford
Customer Experience Specialist - Tradiecore division at hipages Group- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Winning Back a Lost Customer
LinkedInNov, 2022- Nov, 2024 -
Diploma of Management
Macquarie Business Training CentreJul, 2011- Nov, 2024
Experience
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hipages Group
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Australia
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IT Services and IT Consulting
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100 - 200 Employee
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Customer Experience Specialist - Tradiecore division
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Nov 2022 - Present
Speak directly with customers to resolve their requests via chat, email and phone. Manage onboarding, retention, assist with integration into 3rd party software. Identified gaps in training documents. Develop new training material for internal use and customer use, as well as rewriting existing material. Create new customer guides for the integration of 3rd party software. Provide customer-centric feedback to help develop the Tradicore app and gage the viability of adding these into the Tradiecore app. Spot trends in data and present this back to the Senior management team Utilize tools such as Salesforce, Retool, Looker, Jira, G-Suite, Confluence, and Genesys to support customer interactions and record-keeping Show less
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Ropes Crossing Public School
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Australia
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1 - 100 Employee
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P&C Committee President & Committee Member
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Feb 2017 - Aug 2023
• Working closely with the Principle, Vice Principals, and the other committee members • Planned, developed and promoted all fundraising events such as election day BBQ’s, Mother’s Day stall and raffle, Father’s Day raffle, Christmas hamper collection and raffle in 2019. This included recruiting sponsors and volunteers to help run the events • Research, plan and administer budgets for fundraising activities. • Working closely with the Principle, Vice Principals, and the other committee members • Planned, developed and promoted all fundraising events such as election day BBQ’s, Mother’s Day stall and raffle, Father’s Day raffle, Christmas hamper collection and raffle in 2019. This included recruiting sponsors and volunteers to help run the events • Research, plan and administer budgets for fundraising activities.
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Munford Family - Part II
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Feb 2017 - Aug 2023
Leaving Rentokil was a hard decision to make but the cost of child care was exceeding the family income so I returned to being a full-time mum. I’ve loved being at home with my boys and have kept active where I could like becoming a Rugby team manager and taking an active role in my eldest son’s school where I am currently the President of the P&C Committee. Leaving Rentokil was a hard decision to make but the cost of child care was exceeding the family income so I returned to being a full-time mum. I’ve loved being at home with my boys and have kept active where I could like becoming a Rugby team manager and taking an active role in my eldest son’s school where I am currently the President of the P&C Committee.
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Rentokil Initial Australia
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Australia
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Facilities Services
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200 - 300 Employee
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2nd Line Service Support Engineer
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May 2016 - Feb 2017
• Troubleshooting issues with all Rentokil technology’s both H\W and software. • Re-setting passwords and unlocking user accounts through Active Directory • Creating new accounts and termination of accounts • Re-creating user profiles on windows 7 • Re-installing or removing programs (remote and local) • Troubleshooting printing issues to local and network printers, and helping to set up new MFD's • Remotely logging into users computers to carry out diagnostics\installs or training • Connecting users Android phones and Tablets to AirWatch • Accurately documenting all my troubleshooting in the call logging system - ServiceNow • Setting up new hardware with the Rentokil image • Ordering new mobile phone, transferring numbers and setting up new accounts Show less
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The Munford Family
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Sydney, Australia
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Domestic Engineer and Logistics Director
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Aug 2014 - May 2016
After successfully managing project offspring 1.0, I took on the challenge of running my next two domestic projects in parallel. After nine months of accelerated and unprecedented growth I was proud to release offsprings 2.0 and 3.0 on the same day. Since the golive event eighteen months ago I've overseen the simultaneous development and maturing of all three projects. My responsibilities include: - Managing day to day operations - Conflict resolution - 24/7 onsite support engineer - Sanitation engineer - Night shift manager - Learning coordinator - Playground medic - Chief monster hunter This gruelling role has involved upgrading a number of my skills to successfully manage the challenges with which I'm faced everyday. Whilst I love my role I have decided to seek new challenges following the establishment of a successful client vendor relationship with the local daycare and am looking forward to adult conversations and maybe the opportunity to enjoy a cup of coffee whilst its still hot! Show less
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Australian Broadcasting Corporation (ABC)
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Australia
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Broadcast Media Production and Distribution
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700 & Above Employee
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Service Support Engineer
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Aug 2013 - Aug 2014
My move to the ABC gave me greater exposure to a variety of devices and operating systems and technologies. I love the variety of customers I speak to, one moment I could be speaking to someone in Perth and the next call could be someone from Washington DC. The diversity that the ABC offered made working in the Helpdesk a challenging but rewarding role. Whilst at the ABC my duties included: • Troubleshooting issues with all ABC technology’s both H\W and software. This also included broadcast equipment. • Re-setting passwords and unlocking user accounts through Active Directory and creating new local accounts • Increasing or decreasing mailbox sizes (Microsoft Exchange) and network shares • Re-creating user profiles on windows XP and windows 7 • Re-installing or removing programs (remote and local) • Troubleshooting printing issues to local and network printers, and helping to set up new MFD's • Remotely logging into users computers to carry out diagnostics\installs or training • Connecting users smart phones to their outlook mail accounts using native tools and MobileIron • Accurately documenting all my troubleshooting in the call logging system • Delivering personal training sessions to customers • Liaising with other ABC tech teams to ensure swift escalations of time critical issues • Develop templates I could use to help customers help themselves whilst the KCS system was being developed Show less
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Apple
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Family Room Specialist
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Dec 2012 - Aug 2013
My time at Apple was an interesting one, and some of the customers I will never forget. Working with so many customers every day was a delight and I loved showing my customers something new that they had yet to discover on there device. Whilst at Apple my duties included: • Troubleshooting issues with iphones, ipods, ipads and Apple TV’s • Managing customer expectations - which can be tricky given the nature and time constraints of the Genius bar • Self-managing my time to ensure that all my appointments happen on time • Accurately documenting all my troubleshooting in the global logging system • Delivering personal training sessions to customers on Apple software and Apple operating systems • Mentor new staff so to ensure that customers are receiving a consistent level of advice and help • Helping mange difficult customers • Repairs and swap outs Show less
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City of Ryde
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Australia
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Government Administration
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200 - 300 Employee
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Library Service Support Engineer
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Apr 2010 - Dec 2012
As the Library Support Engineer, my role was to look after all the equipment at the 5 library's and all the staff equipment. When the new flag ship library was being built I also came up with the technology requirements and tried to get the Librarians to be a bit more funky, and actually make it a place that made people went "wow!" when they looked around it. Whilst at Ryde my duties included : • Managed the maintenance of all equipment, both hardware and software for 5 libraries. • Troubleshoot both staff and customer issues and provide solutions • Liaise with council IT staff to resolve complex issues • Manage the Library IT budget • Train new staff in the use of library hardware and software, and produce easy to follow guides. • Designed the visitor technology experience for the new flagship library, including a touchscreen pc in the children’s zone and upgrading the projectors to large screen TVs with multiple inputs. • Manage customer complaints with regards to the librarys IT equipment. • Ensure that all library systems are updated as frequently as necessary • Help customers use the library computers and wireless systems • Designed and liaised with a manufacturer to produce a bespoke all in one gaming box to allow gaming anywhere in the library. • Created a mobile training suit to allow community computer training in any of the libraries which also included a tablet with wireless projector for the trainer. • Translate the issues that the library staff are having into technical terms for IT and vice versa Show less
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Sophos
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United Kingdom
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Software Development
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700 & Above Employee
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Techmail Acting Team Leader
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Jul 2007 - Jan 2010
My Duties Included:• Ensure that Email team’s work standards are maintained through both weekly and daily spot audits.• Author the training documentation for the new call logging software, making sure it's easy to understand and follow.• Organise members of all the support teams and team leaders to attend product training.• Co-ordinate with the Australian office at the beginning of the UK working day to ensure that all important handovers have been received and that engineers in the UK have been assigned to look any critical cases – also making sure that the same process has been followed at the end of the UK working day with the US team.• Co-ordinate with the Technical account managers to ensure that all priority customers are receiving the correct Service Level Agreements.• Made sure that my own cases and customers had regular updates and that their cases were resolved as quickly as possible. Show less
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Senior Technical Support Engineer
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Sep 2004 - Jul 2007
My Duties Included:• Plan and organise team to ensure that availability is maximised.• Run daily reports on call trends from the previous day / week / month.• Co-ordinate internal and external training for the department.• Authoring and delivery of bespoke customer care course for the support departments.• Support and aid analysts with difficult customers.• Screen CV’s and carry out interviews for new support staff.• Support customers on installing and troubleshooting Sophos products across all platforms.• Carry out 1-2-1 meetings and Individual Departmental Reviews with front line staff. Show less
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RM plc
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United Kingdom
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IT Services and IT Consulting
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700 & Above Employee
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Senior support consultant
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May 2001 - Sep 2004
My Duties Included:• Management of first line support analysts in their daily duties.• Authored and managed the complaint procedure.• Auditing of teams’ performances against expectations.• Devised and pioneered new training techniques for new starters to the division.• Assist analysts with the progression of difficult customers to improve customer relations and teach analysts how to deal with complaint customers.• Overseeing of inter-department operations and team working.• Manage my own case load whilst also ensuring that the other team mates managed and escalated their cases in a timely manner Show less
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Internal & External Training Technician
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Jan 2001 - May 2001
• Managed the maintenance of the training equipment, both hardware and software.• Commissioning servers and networks needed for the training courses including infrastructure.• Managed the training suite in order to accommodate the needs of the staff being trained.
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Technical Support Group Technician
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Nov 1999 - Jan 2001
• Authored and maintained the team’s website.• Managed the process of collecting and returning customers’ computers for maintenance.• Designed and created system for automating imaging of customers' computers.
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Production Line Technician
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Mar 1995 - Dec 1999
I started my career with RM in there production department. I learnt very quickly all the build stages to produce laptops, desktops and servers - this was back when a server was the size of a wine fridge and when computers had 5 1/4" floppy drives!Some of my duties included:• Investigate and classify computers returned from customers.• Stock control of production components• Trouble shooting of production lines and overseeing of the re-working of faulty machines at all steps of the production process Show less
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Education
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Larkmead secondary school
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