Christopher Leong Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

The SBR Service Desk provides regular reporting to senior account managers, software development team and ATO resources on incident response and service request handling performance.-Utilised CRM software (Service Now, Salesforce, Remedy, and Jira) to maintain and analyse client information and correspondence .-Logged and managed stakeholder requests and incidents to resolution.-Provide first level support to SBR stakeholders.-Managed SBR client registrations. -Liaised with government agencies (ATO, APRA, ASIC, SRO and Treasury) to ensure client’s incidents and requests were resolved. -Assisting with training and supporting new staff.-Fostered continuous improvement mechanisms to improve SBR service desk workflow. -Provided in depth ad-hoc and scheduled reporting on SBR Service Desk data.-Worked constructively in autonomous and team structures to ensure KPI’s were achieved (Email quality, Phone call quality)The SBR Service Desk works with several major software developers that include MYOB, Xero, CCH, Reckon and more. The service desk is required to provide a high level of customer support and handle requests in a timely matter.

Team Lead (Secondment 5 mo - September 2019 - January 2020) Acting Team LeadThe ATL provides support with the Team Lead in staff supervision across all ATO Technical Help Desk Contact Centre services that covers IT services for the ATO Client. This includes but is not limited to coaching, developing, nurturing team to exceed contact centre targets.- Providing directing support to team of IT Help Desk agents through acting as a point of escalation, providing coaching, one on one's and performance reviews through appropriate tools (Excel, Qlick, Verint, Salesforce, Purecloud and more) and processes - Assisting in team results as aligned with Contact Centre objectives such as GOS, First Contact Resolution, AHT and Adherence- Assistance in maximising problem resolution rates through identification of appropriate tools and process improvements- Provide support in opening and closing procedures, including following all safety and systems protocols- Supporting delegated task from reports action and team activity discussion while maintaining Manager's and Team Lead's directions

Melbourne, Australia

Australian Taxation Office – Technical helpdesk role provide efficient and responsive help to ATO client, to increase the take up rate of those ATO online applications, and assist clients to have their technical problems resolved when contacting the Technical Helpdesk. A Technical Helpdesk Specialist is responsible for but not limited to receiving call and emails from ATO clients with IT issues, the objective is to resolve the issues where possible or escalate to the appropriate support team. Duties:- Provide high level of technical service to ATO clients by responding to calls, emails and other channels of communication in a timely, accurate, professional manner. - Resolving, managing and escalating problems logged with the ATO – technical helpdesk by ATO clients.- Applying troubleshooting practices and procedures and dealing effectively with a wide range of IT support Groups and ATO clients.- Resolving issues for E-Tax myTax etc.- Investigate and troubleshoot ATO client’s technical issues- Use of Salesforce application for call logging and troubleshooting- Adhere to process for handling and management of all customer issues

Upskill / Backfilling Position- Provide support through calls, emails and other forms of communication from ATO Clients with IT related issues- Investigating and troubleshooting ATO's Client's technical issues within conducted scope- Assisting Stakeholders and liaison with ATO related services with IT services (Data Transfer Facility)- Document issues and remedy for troubleshooting conducted to be updated in knowledge base for Level 1 Help Desk Agents- Deliver exceptional technical support and operating within specific Service Level Agreements with escalated issues

Melbourne, Australia

Victoria, Australia

Pharmacy Assistant (Part-time), Victoria, Australia- Provide customer service by helping to locate products and advise when appropriate- Taking in and handing out scripts - Doing stock fills and ordering when necessary- Troubleshooting with Mountaintop POS system and computer system when needed

Penang, Malaysia

Penang, Malaysia

Bachelor'S Degree, Network And System Administration/Administrator

Bachelor’S Degree, Business In Information Systems