Jamie M. Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Worked on a variety of projects including as a lead FC for a Sales Cloud implementation for an NZ based tech company, handling data migration and Sales Cloud customisation. Received 5/5 survey response from the client. Project involved custom objects and fields, integrations with external data sources, custom flows, and page components. Leveraged my prior experience to train and onboard staff to the Salesforce platform. Post implementation I carried out BAU work for Sales Cloud while working on the Service Cloud roll out. Other clients include those in the financial services, public sector, small businesses, and other tech companies. I also worked on the DOMO platform doing ETL and reporting for Micado’s data and analytics platform.

Wellington Region, New Zealand

Charged with overseeing security for a contact centre with a Fortune 100 client who specialises in consumer tech and hardware services. As the Directly Responsible Individual (DRI) to the client for all matters of security, I was tasked with deterring, detecting, and mitigating risks both physical and digital. A key responsibility was supporting internal and external audits. I received praise and excellent feedback from the client for achieving excellent audit results. Building and maintaining strong relationships with the client side, as well as many teams within a large multinational company, has been key to my success in this role.

Wellington & Wairarapa, New Zealand

Directs service operation consisting of contact centre and quality management functions which have significant impact on the business unit operation; identifies need, develops, implements, monitors and improves systems and procedures required for the centre’s efficient and professional operation.Supervises, motivates and leads a team of Quality Analysts to achieve team Quality performance targets and the performance targets of the account team as a whole. Management of Quality team members, recruiting, communicating to Client on performance against Quality targets, maintaining productivity standards, scheduling resources, managing special assigned projects.

Wellington, New Zealand

Maintains and leads a well-trained and motivated team of Technical Support Advisors to make sure that targets are met. Engenders a strong, supportive and productive team environment, whilst upholding professional standards as well as the aims, value and reputation of Concentrix Service (New Zealand) Ltd and its Clients.

Wellington & Wairarapa, New Zealand

Responsible for implementing coaching strategies that will ensure qualityof the business' customer experience and drive business performance. Tasked with analyzing business and performance trends and facilitate coaching sessions that build and reinforce our representatives’ ability to deliver exceptional experiences. Working collaboratively with business partners across the organization at multiple levels and across departments.

Wellington & Wairarapa, New Zealand

Provide first level technical and customer service support to customers:Diagnose a customer’s technical enquiryResolve a customer’s technical request, when possible, in a single telephone call usingtroubleshooting protocols.Handle enquiries from customers via the telephone using appropriate telephone manner.Actively listen to customer enquiries and provide the customer with appropriate technical and/oroperational solution.Escalate customer enquiries to other departments where the enquiry cannot be resolved by theTechnical Support Specialist.Promote support related products and servicesProcess any sales made for support related products and services.

Bsc Honours, Health/Medical Physics

During my 4th year I worked on the problem of material decomposition with multi-energy CT devices, developing an algorithm to detect.

Bachelor Of Science (Bs), Physics And Astronomy, Medical Physics

Activities and Societies: I co-founded and acted as treasurer and webmaster for Physsoc, a club for physics students. We began the club.

Doctor Of Philosophy (Ph.D.), Physics, Incomplete

Studied for one year. Project was on optically stimulated luminescence based dosimetry (materials and devices).