David Berkeley Email & Phone Number

Manly, Qld, Au

Leading the support team and systems at intelliHR, my key responsibilities are:• Managing the global customer support and service desk for all products. First point of escalation for allcustomers.• Managing the activities of the global software support team and overseeing overall team performance.• Regular meetings with key clients to discuss issue status and negotiation of delivery timelines.• Generation and release of monthly support metrics for senior management.• Documentation and Implementation of global support processes.• Management and maintenance of the company's internal support and services application.• Managing key internal systems and liaising with subject matter experts to ensure usage.• Reducing churn and increasing employee engagement.• Implementing a professional service model as part of the account management processes.Achievements :• Design and Implementation of the Premium Support model• Maintained customer satisfaction scores at 93% for FY22• Systems Audit to provide visibility of all business applications and associated contracts

Leading the support team and account management teams at intelliHR, my key responsibilities were:• Managing the global customer support and service desk for all products. First point of escalation for all customers.• Managing the activities of the global software support team and overseeing overall team performance.• Regular meetings with key clients to discuss issue status and negotiation of delivery timelines.• Generation and release of monthly support metrics for senior management.• Documentation and Implementation of global support processes.• Management and maintenance of the company's internal support and services application.• Managing the global account management team. First point of escalation for all customers.• Reducing churn and increasing employee engagement.• Implementing a professional service model as part of the account management processes.Achievements :• Maintain NPS at > 50• Design and Implementation of Professional Services in order to increase revenue and encouragecustomer engagement.• Mentoring new hires, ensuring all onboarding processes are followed, and new team members integratedinto existing teams.• Churn rate < 3%

IntelliHR is a HR technology business that offers its clients a leading-edge, cloud-based, people management platform. As part of the Customer Success Team at intelliHR, my purpose is to guide our clients through the implementation process, ensuring that their experience always remains at the heart of the process.Assisting them through what can be a significant change process, I focus on:• Tailoring the implementation process to the needs of our clients• Creating and delivering customer workshops designed to assure an outstanding customer experience• Developing instructional material and training guides for clients• Relationship management of customer accounts

Slough, Berkshire, Gb

Service Desk ConsultantCascade Human Resources LtdLeeds, Sept 2015 – PresentWorking on the Cascade HR Service Desk I have split my time between providing first line software support to customers and providing training to customers by webex and onsite on various modules of their software product. • Combining the role of first line software support and training to maximise customer use of the product and enhance client satisfaction through positive support calls.• Developing both in house consultant guides and customer guides on how to use the software.• Training new starters on a rapidly expanding customer service team to ensure consistently excellent support service.

Sydney, New South Wales, Au

Working as an ESL teacher at Macquarie I primarily taught general and academic English to incoming university students.•Adaptation and assimilation of a variety of teaching resources to provide the best possible teaching for students at Macquarie University.•Building rapport quickly with students and colleagues alike.•Collaborating with co-teachers to identify areas of student improvement and ensuring students progressed on track.

Slough, Berkshire, Gb

My role as a product consultant consisted of training groups of human resources professionals on new HR software created by Cascade. •Preparation and delivery of training consistently rated as excellent by participants of training.•In a fast moving environment constant self-learning achieved in order to train business clients. •Consistently collaborating with colleagues to improve product user guides.•Completion of ‘train the trainer’ in house certificate.

• Preparation and delivery of teaching materials rated as outstanding.•Preparation and delivery of the IB Spanish Higher course.•Student grade targets accurately predicted and achieved.•Significantly increased the number of students choosing Spanish as a non-compulsory GCSE subject by 75%.•Reporting data, liaising with staff, students and parents.

Assisting all departments within the secondary school, covering absence, delivering teaching material and providing logistical support to all areas of the academy.•Demonstration of versatility and adaptability in order to professionally deliver material left by teachers with little or no notice.

Asunción, Central, Py

Teaching English as a foreign language required me to teach language to individuals with a range of abilities and ages ranging from 6 – 60. In business classes there was a constant need to ensure the client was completing the appropriate course in order to manage vital relationships for the institute and work to solve any issues that may pose a problem to that relationship.•Preparation and delivery of teaching materials.•Tailoring resources to meet the needs of clients and students.•Preparing and teaching FCE, CAE and business English courses.

Assisting all departments of the school.•Assisting in P.E lessons.•Assisting in Spanish lessons.•One on one tutoring for students with special educational needs.•Assisting as a chaperone on various extra-curricular activities and excursions.

Certificate Iv In Human Resources

Post Graduate Certificate In Education (Pgce), Secondary Modern Foreign Langauges

Ma (Hons), Hispanic Studies

Ma (Hons), Filologia Hispanica

Ma (Hons), Hispanic Studies