Josh Brodrick Email & Phone Number

Melbourne, Victoria, Australia

Ballarat, Victoria, Australia

• Developed In-Depth Power BI reporting by utilising API calls and a combination of push and streaming datasets to showcase, in real-time, staff completion statistics related to the VicRoads JV KPI placed upon the.
• Made processed-based changes to staff workflows to ensure KPIs are met - this process saw a backlog of over 7000 ETS reduced to 0 and the previous MTD KPI percentage finish at 100% met.
• Automated the collation and distribution of daily reporting as collated through both Power BI and other data sources.
• Continuous analysis of all myVicRoads-related products with a lens to make improvements to benefit both staff and customers.
• Responsible for creating, collating, and maintaining business process documents related to all myVicRoads products
• Working closely with relevant business areas to clearly communicate needs and assist with triage, development and enhancements.

Ballarat, Victoria, Australia

• Managed the Digital Support Team on a 12-month secondment, during which I maintained daily tasks and business requirements and filled secondments and staffing requirements.
• Automated a large-scale manual process, saving the business 1FTE worth of work which was then utilised to focus on further development within the Digital Support team.
• Developed a strong culture of team innovation, with large focuses on automation, reporting, collaboration, and sharing.
• Prioritised and ranked developer tickets to implement business improvements/enhancements based on data collection and analysis with a focus on customer satisfaction
• Through a proven track record of implementing a strong workplace culture and innovative workflows, advocated and succeeded in expanding the team size from 3 to 20 staff members.

Ballarat, Victoria, Australia

• Facilitated to learning and development of new recruits to the business with a focus on accuracy and staff retention - with my classes meeting a 100% retention rate
• Clearly and successfully explained working processes to new staff, and promoted the business culture and values (Care, Share and Dare)
• Contributed to the success of the contact center by providing comprehensive, in-depth training to new recruits, allowing them to make seamless transitions away from the classroom environment

Ballarat, Victoria, Australia

• Assisting a wide range of customers and helping to interpret laws in regard to registration and licensing
• Tracking and maintaining consistency with KPIs
• Exploring and thinking outside of the box in assisting customers with harder and more complex problems
• Making business recommendations and working with back-end teams to assist in providing first-point resolution

Data Analytics, A

Liberal Arts And Sciences/Liberal Studies