David Luck Email & Phone Number

North Sydney, NSW, AU

Sydney, Australia

Manage successful implementation of EBSCO Subscription Services applications throughout Oceania including EBSCONET, Customer Service, Renewals management & reporting and JETS. Manage process improvement agenda including implementation of KPI's and reporting mechanisms. Develop and implement best practice data management modelDevelop operational and finance.

North Sydney, New South Wales, Australia

Manage and support a team of 9 Account Managers (8 onsite and 1 remote)Assist in training and upskilling staff in all aspects of customer service roleLiaise and resolve escalated queries for large customer baseContinually look for process improvement

North Sydney, NSW, Australia

• Liaising and building rapport with major Publishers
• Handling large Consortium deals
• Training staff internally on EBSCO Products and processes
• Troubleshooting escalated queries
• Quality control of orders, renewals and customer queries
• Develop and maintain procedures, documents and presentations for staff

North Sydney, NSW, Australia

• Liaising and Building Rapport with Publishers
• Training Customers on EBSCO Products
• Training Staff internally on EBSCO Products and Processes
• Troubleshooting online access issues and assisting with online technical queries
• Data Entry – Adding and Updating Subscription Data and Handling Renewals of Orders
• Information Management

North Sydney, NSW, Australia

• Same duties as CSR plus
• Training Customers and groups on EBSCO Products
• Training staff internally on EBSCO Products
• Troubleshooting online access issues
• Creating procedures and guides for training
• Troubleshoot and handle Customer online queries

North Sydney, NSW, Australia

• Communicating and building rapport with Customers and Publishers
• Data Entry – Checking subscription data and handling renewals of orders
• Information management
• Assessing & processing Publisher and journal publication Information
• Administrative transfer of information internally and externally

North Sydney, NSW, Australia

• Data Entry - Checking all Publisher and subscription data for errors, then data entry of Information into database
• Information management
• Internal staff training
• Assessing & processing Publisher and journal publication information
• Quality control
• Reviewing subscription orders and renewals