John Rees Email & Phone Number

Perth, Wa, Au

Management of the Software Deployment Team. Deploying and rebuilding Windows based PC's in 4 countries.Work closely with International Technical Delivery Team to continually maintain and improve delivery methods via programs including Altiris, Crosslink, Carbon Copy, Prism.Coordinating hardware/software rollout plans between customer, software deployment and hardware teams.Management/Improvement of the Technical skills of all operators in the Service Centre - one on one coaching/training, improvement of internal intranet knowledge base.Research and propose new methods of improved Customer Service, Staff retention and Centre performance.Liaise directly with customers around Dispute resolution, KPI Performance, Service level improvements and Contract extensions.Participation in on call roster to answer technical, process and contractual questions to allow KPI's to be met.Assist in planning and implementation of new call logging system. Including configuration, design, formatting, reporting and training new users.Occupational Health and Safety Chairman involved in maintaining safety standards in the workplace and ensuring all employees comply with HSE regulations.

November 2005 - 2010Management of a small Contact Centre/Helpdesk for the Fuel industry, consisting of approximately 30 staff.Reporting to stakeholders within fuel industry on Service Level targets, Mean Call handling time and other contracted Key Performance Indicators on a Daily, Weekly and Monthly basis. Ability to Network with internal and external stakeholders.Development and renegotiation of contracts for new business, including ability to cost required services and provide context to potential clients regarding costings.Reporting and networking with international clients in New Zealand, America and England on a weekly basis, with the outcome being improved customer service and achievement of top level KPI's.Management of Attendance and Compensation incidents as required.Participation in on call roster to answer technical, process and contractual questions to allow KPI's to be met.Training Induction Staff in the setup and use of Outlook, Citrix, Navision, Internal Intranet, Remote connection to customer locations - via RDP, Crosslink, RAS Book and Portable.Training of Induction staff in all processes from receiving the initial phone call through to the resolution or escalation of the issue. Development of training packages and reference material, both on an internal Wikipedia and a Company specific training Intranet.Rostering - Develop and maintain rosters to cover 24x7 business to meet ever changing KPI's, call patterns and still allow staff to have a work/life balance. Involved in Payroll processing for Helpdesk/Contact Centre Staff and management of overtime in line with Demand Management strategies.Occupational Health and Safety officer involved in maintaining safety standards in the workplace and ensuring all employees comply with Health and Safety regulations.

Between November 2005 and February 2006 I was effective in both the Service Coordinator and Contact Centre Manager position until I was able to employ a suitable replacement for myself in the role of Service Coordinator.Scheduling and management of Service Technicians to complete logged jobs within contractual timeframes.Liaising with Sub Contractors to ensure contracted work is completed in a timely manner.Working directly with key stakeholders including BP, Shell and Caltex to manage complex rollouts of major system upgrades to multiple sites.Adaptability to respond to changing demands and priorities in a fast paced and rapidly changing environment.Co-operation and liaison with internal departments to ensure contractual commitments are met.Management of Profit and Loss balance sheets for Service Department.Hardware/Software on site installer/fault finding. Specializing but not limited to in new Retalix based POSMetric Australia

Provision of phone and remote support for Service Station Consoles, Computers, EFTPOS and Pumps.Ability to fault find in high pressure environment has been well developed and skills include ability to think logically to determine key causes of faults and errors.Excellent customer service skills and complaint handling processes. Ability to communicate complex processes to Service Station Operators in order to resolve technical issues over the phone.Responsiveness to changing demands and priorities including ability to diversify tasks when required and step in to higher duties when needed.Involvement in roll-out of new job logging software to fellow helpdesk staff including set up and training of new system.Progression through level 1 to level 2 Helpdesk roles as abilities developed.Provision of feedback and reports to upper level management in relation to ability for Helpdesk to meet required KPI's and suggestions for improvements.After hours co-ordination of Service technicians Australia Wide.

Inbound Customer service agent taking Directory assistance calls for Telstra.Ability to meet required Mean Service Times for calls.Demonstrated Call controlAbility to adhere to prescribed schedules.

Introductory, Occupational Health And Safety

Certificate Ii, Information Technology

Education record