Alix Porter Email & Phone Number

Narooma, Nsw, Au

Australia

Narooma, New South Wales, Australia

- Managed teams, communication and retrospective processes for all incidents during on call periods.- Matured processes to operationalise incident management, including RCA and follow ups.- Assisted with managing and maintaining uptime.- Release management for both monolith releases and hotfixes. - Created incident response training content for engineering teams.- Led weekly and monthly business reviews, including streamlining the process and designing content.

Sydney, Australia

- Tier 3 level support.- Utilising deep product knowledge and tools (SQL, Kibana) to analyse database information and logging.- Managing escalations and using JIRA to write up tickets to engineers.- Triaging tickets with engineers and driving defect resolution.- Ongoing education for junior technical team members and the front line Support team. - Identifying incidents and properly managing customer communications around resolution.

Sydney, Australia

- Tier 3 level support- Product expert across QuickBooks Online Ecosystem- Managing escalations and using JIRA to write up tickets to engineers- Drive improvements to customer experience (product/service)- Triaging tickets with engineers and driving defect resolution- Project Management and E2E feature launch readiness (training, knowledge base, VOC analysis)- UAT- BETA Management- Customer experience reporting- User and agent training- Customer experience lead for QuickBooks Self Employed in Australia

Sydney, Australia

- Inbound customer service calls and email support – providing tech support to Accountants and Small Businesses- Case Management- Engagement Council for Care Team- Subject Matter Expert and escalation point for Banking and Billing queries

Sydney, Australia

Business Support Responsibilities- Collecting customer insights and reporting on the VoC- Continuous improvement strategies for customer experience- Quality assurance- Learning and development for new hire training- Compliance - including ensuring employees have RSA training- Customer Excellence trainingMarketing Operations Administration- Liaising marketing information to the Dan Murphy’s contact centre- Presenting Dan Murphy’s contact centre performance to leadership team and marketing- Proofing digital marketing material- Providing incentives to agents to drive sales

Sydney, Australia

Front line Customer Support and Inbound Sales for Dan Murphy’s Online.

Albury, Australia

- Working with high school students with learning difficulties- Organising assignments and sporting activities for students

Albury, Australia

Javascript Development

Front-End Web Development

Bachelor Of Commerce (Bcom), Professional Accounting