Assisted over 35 companies (in Australia, UK, New Zealand & USA) to implement Zendesk platform. WorkshopLead workshops for key business stakeholders to gather requirements for their business needs. Use advanced Zendesk knowledge to determine best practice set up and identify solutions to business problems they face.DocumentProvide customers with a functional design document based on their unique business needs. Once approved, document the set up in a configuration workbook which is then used for Zendesk implementation ImplementConfigure Zendesk to the agreed requirements; this can be done on behalf of or in tandem with customer. ReviewReview Zendesk instances of existing customers; present them with a proposal for improved methods of set up and working within Zendesk. Custom ReportingWork with customers to determine their reporting needs and built custom reports and dashboards for them.

Provided excellent customer service to library users, ensuring a positive and welcoming experience for all patrons.Guided users with borrowing and returning items, as well as accessing library programs, demonstrating expertise in library procedures and resources.Offered computer, mobile, and tablet training and assistance to users, enhancing their digital literacy skills and promoting access to technology.Shelved items in an organized and efficient manner, contributing to the maintenance of a tidy and accessible library environment.Completed all required training modules, staying updated on library policies, procedures, and best practices.

Covid 19 ResponseWorked with HR to provide timely actions and information for the store and DC network. Facilitated mandated store closures and reopenings. Utilised Microsoft Forms and Power Automate to ensure each site was always stocked with Covid19 items (masks etc.). Provided administration support to Payroll in processing Jobkeeper payments.Operations RestructureWorked with HR and Operations to revitalise the DC and Store teams. Collated responses from the entire employee network and provided this to the Senior Leadership Team in real time (using Microsoft Forms). Point of contact for employees and managers.DC Click & CollectImplemented DC Click & Collect in the QLD Distribution Centre. This reduced product touchpoints leading to fewer incidents of damage and increased customer satisfaction.

Incentives RestructureCollaborated with COO and Finance team to launch re-engineered incentives program. Once executed, significant improvements to team morale score and sales revenue growth were achieved.RosteringAssisted in the design, testing and implementation of Kronos Workforce Central system. Ensured it complied with all award rules and rates. Streamlined the overall rostering process and was instrumental in mitigating major risks.CentralisationLaunched Customer Service Centre which facilitated centralisation of after-sales service. This provided immediate efficiencies – full time equivalent (FTE) reduction of 6 staff per store over a 4-year period. Provided dedicated training to this team which led to higher levels of customer service.Live ChatLed the implementation of Live Chat allowing Amart customers access instant information from employees. Led to increased employee efficiency; each Live Chat agent can serve 6 people simultaneously.Point of Sale SystemAssisted in design & testing and led implementation & training of a new web-based point-of-sale system that allows sales team to transact on iPads; first furniture company in Australia to do so. Sales team can view pricing, specials, dimensions, images and inventory levels and process the entire sale, (including payment) on the iPad.Warranty PortalFacilitated the build and implementation of an online Customer Warranty Portal. Available to customer 24/7. Integrated technician interface allowing booking of in-home services and automatic invoice reconciliation.Ticketing SystemConfigured Zendesk to meet the needs of the customer and business. Led testing, training and implementation of Zendesk. Used reporting function to build business requested reports. This led to efficiency gains, improved customer service and data tracking.

• Created style guide• Edited all process documentation• Collaborated with departmental SMEs to improve store processes• Launched internal magazine; sourced and managed articles and edited magazine for content quality and grammar, and relevant information

• Customer RelationsFirst point of contact for customers, helping to identify individual requirements by understanding their circumstances and providing a tailored solution to solve any problems with their order• Financial Management Preparing monthly statements, chasing late payments, processing petty cash, invoicing and processing finance applications for customers• Goal Driven Setting monthly office targets, including ensuring goods are delivered and finance applications submitted as well as managing reports, reviewing regularly to achieve desired results• Staff Management Responsible for managing a team of five, organising rosters and payroll, training new office staff as required• Client Focus Ensuring staff contact all customers whose orders are ready for pick up, approximately 300 per day• Relationship Management Effectively managing communication with internal departments and external suppliers to ensure orders are on schedule, and organising inter-store transfers of stock• Improvement Consistently updating documentation to provide accurate and timely information to management, allowing any issues to be resolved quickly• Administration Skills Preparing contracts and documentation, word processing and data entry to a high level of accuracy and efficiency• Stock Control Up-to-date knowledge of available stock and its location, ordering in items from other stores and suppliers as needed

• Interpersonal Relationships Communicating with customers, fellow staff and management to ensure the best experience for the customer• Word Processing Data entry and administrative duties to a high level of competency• Customer Focus Proven ability to deal with more than one customer at a time, giving full attention to each• Management Support Responsible for diary management

• Customer Satisfaction Provided outstanding service and value to customers, ensuring they were dealt with in a prompt and timely manner to secure ongoing business • Target Driven Proven ability to push sales and achieve monthly targets• Client Relationships Responsible for communicating with clients to ensure they were happy with the service the company provided• Reporting Demonstrated ability to take complex information and report it in a simple form to ensure understanding by all parties• Time Management Ensured set daily tasks were completed in a timely and accurate order, ensuring booked jobs were done within the guaranteed timeframe• Word Processing Prepared invoices and contracts and ensured all customer files were current

• Interpersonal Relationships Knowledge and understanding of the aims and objectives of the NHS, understanding of key personnel both internal and external, communicating with senior management and the public• Confidentiality Discretion when dealing with a high volume of sensitive data • Diary management Organising travel, visas, accommodation and meetings and ensuring the Director was prepared for them• Administration Producing documents, briefing papers, reports and presentations, dealing with incoming email, faxes and post, often corresponding on behalf of the Director• Customer relations Greeting visitors at all levels of seniority, answering external and internal phone and email enquiries