Overseeing the software development lifecycle of the electronic voting platform including sourcing and conveying customer stories, adding to backlog, grooming backlog, weekly scrum participation, quality assurance and forward planning. Gitlab and Slack used extensively to manage project and communicate with stakeholders.

Delivering exceptional client experiences through first-contact communication, project management and software management. Supporting and guiding colleagues with training and process improvements.

Operations Leader within Direct Customer Contact call centre, a tier 1 point of contact for HR, IT, Seniors Information/Card, and OH&S enquiries by employees from Dept Human Services (Community Services, Ageing Disability and Homecare, Housing NSW, and more). Maintain and monitor service delivery levels including real time operations, technical support, training, staff development, coaching and quality assurance as well as regular reporting to senior management. Subject Matter Expert for OH&S ensuring quick and accurate reporting of incidents/hazards and subsequent required follow ups by appropriate manager(s) via Quantum.

Maintain quality services of the Business Service Centre through investigation of customer feedback including complaints, compliments and suggestions, seeking opportunity for improvements to business process/practice and client relations

Deliver high quality first point contact for customers with requests relating to HR/Payroll, IT, and general business related questions, resolving over 80% of calls in the first instance through analysis of multiple systems or gathering appropriate information to pass to Tier 2 services for investigation and resolution.