Catherine Thompson Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

Sydney, New South Wales, Australia

• Customer service and sales• Rostering and resource management• Administration• Accounts payable and receivables• Payroll• Bookkeeping• Event planning and managementThe Heights Dance Company is a local dance studio teaching children 2 years and older. During my time with the business, I have managed all admin tasks including answering emails, phone calls and front desk enquiries. I also have loved interacting with the students and staff including administrating first aid and medications as required. I have also been heavily involved in planning and managing events such as fundraising, concerts and social events.

Sydney, Australia

Sydney, New South Wales, Australia

• Customer service and sales• Rostering and resource management• Administration• Accounts payable and receivables• Payroll• Bookkeeping• Event planning and managementYou Can Dance is a local dance and cheer gym where I focussed on all admin tasks including payroll, account receivable and payable, staffing, HR and front office duties. I got the opportunity to interact with students, staff, and parents on a daily basis.

Sydney, Australia

Electrotechnik is an established software start up, which has had rapid growth and of which I have been proud to part of and help lead.Some achievements, and projects I have worked on during my time have included;Implemented Online Helpdesk ticketing SystemManage software releases, BETA Testing and technical supportSocial media and marketing plans and implementedLead project to develop the new websiteResearched and defined market, and created and implemented strategic plans in which to target potential markets both locally and overseas

Sydney, Australia

* All online and print marketing* Scheduling* Quoting and estimating* Invoicing, booking keeping, collection and accounts* Project management* Leading teams of tradesmen, skilled and unskilled labourers* Customer service from inquiries through to complaint management

• Manage Team of 2nd/3rd level ATM technical support team• Call, email and ticket Quality Coaching• Employee Engagement• Mentoring and inspiring staff• Reach all KPI's and SLA's• Incident management for single devices and fleet wide outages• Rostering and resource management• Recruitment and retention of staff• Complaint management and escalations for internal and external stakeholders and clients• Call Queue, email and ticket management• Project management and implantation• Process improvement and procedure writingMy role as a Business Operations team leader involves managing a team of 11 2nd/3rd level ATM technical specialists. The team monitors corporate and retails fleets of ATMs to diagnose current incidents and manage chronic faults, once a fault has been recognised and diagnosed, the incident is managed to resolution. The team are required to have a high level of technical ability, communication skills, incident management skills and ability to take ownership of all incidents. I took over the team during a time of change and restructure and have used this opportunity to build new processes and implement changes to the daily operations. I have done this by project managing these changes, while mentoring and engaging the team to drive change.This is a highly challenging role requiring a high level of people skills; engaging staff, clients and stakeholders. This roles has allowed me to develop a high level of technical understanding, and management of projects, applications and prioritising business requirements.

• Call Centre administration• Call Queue management• Manage Team of call centre operators• Manage Team of collection agents• Manage Team of temporary staff, (seasonal)• Call Quality Coaching• Employee Engagement• Mentoring staff• Training• Reach all KPI's and SLA's• Incident management• Rostering• Reporting• Recruitment and retention of staff• Complaint management and escalationsMy role as a team leader includes managing a high volume multi-skilled call centre agents and a team of collection agents. In this role I handle a large number of KPI’s and service level agreements set by internal and external stakeholders. I also have the responsibility of recruiting, retaining and developing staff. This includes mentoring and coaching, and helping my staff to achieve their career aspirations. This role includes a high level of administrative and reporting tasks. These tasks have taught me how to manage my time effectively to meet all deadlines. I have become a subject matter expert on all skills/calls that my team handle and the various applications that are used to support these products

• Incident management • Corporate Client Portfolio Management• Outbound and inbound communication, via phone email and in person• Liaise with internal technical teams on behalf of clients• Reporting• IT SupportIn the corporate client services team I managed an allocated client list including the big 4 banks, oil companies and Australia’s largest retailers. I handled all inbound queries from these clients and helped to build and maintain the client relationship while managing all incidents relating to these clients. When internal issues occurred I would proactively make outbound communication to these clients to help support and resolve issues in a timely and professional manner.

• 1st Level Gift voucher support• Lost and Stolen card services help desk for over 100 institutions • 1st Level support for three separate merchant services providers• 1st Level support Cheque processing • 2nd Level support Cheque processing • After Hours Fraud MonitoringThe role of a customer service representative was to handle a high volume of inbound calls in a multi-skilled contact centre. My achievement in this role included; Meeting all customer service and procedure targetsLow AHT <3.5 mins"Rookie of the Year" award recipient 2012, judged by leadership teamAfter Hours Fraud MonitoringAchievements:Met all customer service and procedure targetsLow AHT <3.5 mins"Rookie of the Year" award recipient 2012, judged by leadership team

• Sales• Buyer• Inventory• Grew business from trading on one site to listing on over 40 sites• Implemented new inventory system’s to vastly improve profits and efficiency I started an online eclectic second hand bookshop, originally to help advertise my brick & mortar store, "The Bookplate”, however I soon became captivated by the world of ecommerce.This gave me the incredibly rewarding experience and opportunity to combine my passion for art, literature and IT.During this time I became heavily involved with "The Wold Book Market", (now Bookzangle), and helped to expand a highly advanced software system which helps book dealers all over the world to bring their inventory to all of the world’s largest bookselling websites, with only a few clicks of a button.The time spent with this software is what inspired me to seek a career in IT, so as to continue to help support people in using the very best of new technology.

Hornsby, Nsw

• Rosters• Sales• Book Keeping and accounts• Buyer of all stock• Inventory Management and display• Managing and supervising staffI spent my time learning how to manage people, inventory, finances, supplies and systems.The experiences of this time have taught me the soft skills needed in all jobs since this, and will continue to do so into the future.I developed a keen eye as a buyer, and developed my sales skills. I honed my merchandising skills, and spent time learning how to recruit and manage employees.

Hsc, General Mathematics, Advanced English, Biology, Chemistry, Pd/H/Pe, Drama

Hsc