Fiona Vanderlinde Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Determine overall strategic, operational, and technical requirements for new business opportunities across Government, private and not-for-profit clients. Support them to overcome issues, improve performance, implement new technologies, to provide a stronger connection with their customers in a more efficient and cost-effective way.+ Facilitate virtual / face-to-face discovery workshops to elicit requirements and uncover unstated needs.+ Support clients by authoring reference… Show more Determine overall strategic, operational, and technical requirements for new business opportunities across Government, private and not-for-profit clients. Support them to overcome issues, improve performance, implement new technologies, to provide a stronger connection with their customers in a more efficient and cost-effective way.+ Facilitate virtual / face-to-face discovery workshops to elicit requirements and uncover unstated needs.+ Support clients by authoring reference material, tailoring messaging based on their level of competency and experience, developing, and presenting demos and workshops.+ Work as a trusted advisor to clients and senior management.+ Provide strong requirements definitions and effectively communicate change impacts and expected benefits (ROI) to senior management.+ Create solutions that consider the customer requirements and success criteria across the lifecycle from Design and Implementation through to Managed Services operations.+ Tailor functional and non-functional requirements and perform market scans for Telephony, Workforce Management, and Customer Relationship Management (CRM) SaaS solutions.+ Support Genesys CX Cloud deployments ensuring business objectives are realised through effective utilisation of functionality. Show less

Brisbane, Australia

Design and create new / existing Knowledge Management (KM) content, lead Knowledge Management System (KMS) implementation projects, and manage ongoing client relationships.+ Lead KMS implementation projects across multiple complex industries, including managing several content writers.+ Client relationship management through established governance routines.+ Design and document customer-centric processes.+ Facilitate Service Design workshops with stakeholders, users, and IT… Show more Design and create new / existing Knowledge Management (KM) content, lead Knowledge Management System (KMS) implementation projects, and manage ongoing client relationships.+ Lead KMS implementation projects across multiple complex industries, including managing several content writers.+ Client relationship management through established governance routines.+ Design and document customer-centric processes.+ Facilitate Service Design workshops with stakeholders, users, and IT to elicit and document ‘as is’ and ‘to be’ business processes.+ Analyse and evaluate business processes, uncover unstated needs, develop requirements, and implement meaningful solutions.+ Develop and support User Acceptance Testing (UAT) for KMS implementations. Show less

Brisbane, Australia

Contract position to review and make recommendations for improvement of an outsourced (BPO) federal government service helpdesk operation and stand up an in-house contact centre for a not-for-profit organisation.+ Advanced requirements elicitation and stakeholder engagement.+ Translate business requirements to development teams to implement value-added solutions.+ Assess organisation to understand problems, provide solutions, and developed knowledge for frontline contact centre,… Show more Contract position to review and make recommendations for improvement of an outsourced (BPO) federal government service helpdesk operation and stand up an in-house contact centre for a not-for-profit organisation.+ Advanced requirements elicitation and stakeholder engagement.+ Translate business requirements to development teams to implement value-added solutions.+ Assess organisation to understand problems, provide solutions, and developed knowledge for frontline contact centre, service delivery sites, and operational areas.+ Monitored and controlled scope creep as well as managed changing requirements across multiple stakeholders.+ Successfully delivered projects for a client who had never previously delivered a technology project. Show less

Brisbane, Queensland, Australia

Create and maintain knowledge / communications within Panviva to deliver consistent and accurate messaging to all areas / brands. Liaise with change management to ensure frontline impacts were understood and documented. Implement regular reporting and gamification to track and increase KMS usage.+ Created and maintained knowledge for frontline contact centres, branches, and operational areas across multiple brands.+ Analysed impacts and developed requirements for project changes to… Show more Create and maintain knowledge / communications within Panviva to deliver consistent and accurate messaging to all areas / brands. Liaise with change management to ensure frontline impacts were understood and documented. Implement regular reporting and gamification to track and increase KMS usage.+ Created and maintained knowledge for frontline contact centres, branches, and operational areas across multiple brands.+ Analysed impacts and developed requirements for project changes to frontline policy and procedures.+ Converted complex project documents into simple and easy-to-follow frontline user-guided processes.+ Identified and escalated all project risk / issues, providing supporting mitigations to stakeholders.+ Developed, maintained, and regularly produced reporting on knowledge usage to senior management.+ Prepared and published effective, relevant, and meaningful communications to frontline employees.+ Developed and maintained contact centre and branch Intranet sites. Show less

Brisbane, Australia

To manage to resolution with minimal customer / staff impact any situation impacting national Telephone Banking Contact Centres. This included Technology break / fixes, planned changes / outages, process issues, operational changes, and Business Continuity Planning activities.+ Used advanced planning and time management to successfully manage to resolution multiple simultaneous high severity process, telephony, and system failures.+ Produced effective and regular communications of… Show more To manage to resolution with minimal customer / staff impact any situation impacting national Telephone Banking Contact Centres. This included Technology break / fixes, planned changes / outages, process issues, operational changes, and Business Continuity Planning activities.+ Used advanced planning and time management to successfully manage to resolution multiple simultaneous high severity process, telephony, and system failures.+ Produced effective and regular communications of issues verbally and in writing to frontline users up to General Managers.+ Broke down complex technology issues into meaningful business impacts.+ Stakeholder engagement and management from frontline to General Manager level.+ Problem-solving and instant decision making, with General Manager authority during a crisis Show less

Brisbane, Australia

Inbound Telephone banking consultant within a Contact Centre environment managing basic enquiries through to assessing personal loan applications.

Brisbane, Australia

Set up and support dial up internet service provider clients including Linux system support. Manage all accounts and ensure payments for services were received on time.

Cisco Systems Ccna 1 - Networking Basics

Cisco Systems Ccna 2 - Router And Routing Basics

Graduated Year 12