● Identify and analyse trends, patterns, and anomalies in Australian (AU) and New Zealand (NZ) operational and customer experience data to generate actionable insights● Deliver critical insights and strategic recommendations to the AU and NZ leadership teams● Forecast resources needed to reach Voice of the Customer (VOC) objectives and manage resources in an effective and efficient manner● Define VOC continuous improvement initiative scope and objectives● Develop and manage the VOC project schedule and work plan● Technical product owner of the VOC data extraction set up and Qualtrics platform● Review and update customer journey maps and VOC documentation● VOC and Customer Experience Data Subject Matter ExpertKey Achievements:● 50% increase in automatically generated insights available to directly to business users● 57% increase in VOC dashboard page views and 15% increase in regular unique dashboard visitors● Designed and coded a Javascript solution implemented in Qualtrics to provide survey respondent geographic data as a zero cost solution to bridge key data gaps in the current SAP data extraction● Designed and coded a VBA micro for Outlook to remove a manual task from an otherwise automated data extract generation process, after being told there was no possible solution for that pivotal manual task to be automated at all● Implemented a solution in Qualtrics ensuring the correct level of security for all individually identifiable data points, including appropriate anonymisation where users have not provided explicit identification consent during the survey process, while maintaining the value and integrity of the full data set● Identified mulitple points of failure in SQL code resulting in incorrect records included in extracts and missing mandatory data in violation of key functional requirements that were overlooked by designated technical support; technical support provided snippets of code during defect troubleshooting conversations

● Identify and analyse trends, patterns, and anomalies in Australian (AU) customer experience data to generate actionable insights● Provide regular summary of AU VOC results and key insights to the CX/VOC leader and key functional stakeholders● Business lead and VOC business SME in the technical migration of the Voice of Customer program within the SAP implementation project● Manage and action AU closed-loop feedback with the customer and other internal and external stakeholders● Track AU closed-loop SLAs and escalate as required to drive action● Process and technical lead for VOC process in AU● VOC coaching and training for AU team membersKey Achievements:● 150% increased returned results and 50% increased contextual accuracy in CX text analytics● Increased first contact resolution of VOC tickets by 70% through identifying and resolving closed-loop ticket process inefficiencies● Maintained closed-loop ticket SLA 60% under target throughout 2020● Rated as an overachieving performer performing in the top 1% of the business area● Taught myself the SAP CRM database schema to cover a missing key project resource and ensure the correct resolution of defects, aligned with project functional requirements, that I raised during the technical migration of the Voice of Customer program to SAP

• Quality delivery of Professional Services projects in tight alignment with Business Charter outline of ROI objectives, assumptions, timelines, and data requirements• Capture, define, and document customer Use Cases, User Stories, and Business and Functional Requirements• Identify and analyse trends, patterns, statistically significant relationships, and anomalies in complex data sets (recorded audio, chat, social media, and email) to highlight opportunities• Compile observation reports and deliver executive briefings utilising deep dive, root cause, SWOT, regression, and other analysis methodologies • Deliver critical insights and strategic recommendations to stakeholders• Provide project status updates and escalate any barriers impacting forward progress• Configuration of customer databases, including query building and tuning to evaluate and improve patterns of language for automated scoring and topic identification• Deep understanding of metadata and scoped Key Performance Indicators; diligently capturing combinations of keywords and phrases within the customer's system for optimal configuration of Search-Based Categories• Mentor network of power users by teaching advanced search techniques, creative business solutions, and real world application • Anticipate and identify issues and conflicts to diffuse potential problems; provide an escalation path to ensure swift resolution• Design and deliver customised training and coaching in line with defined analytical objectives• Ensure Customer Return On Investment through strong strategic and tactical approaches• Collaborate with key stakeholders to identify, plan, define, and execute strategic analytical objectives• Advocate for a strong value story supporting each business imperative • Drive the development of a strategic measurement plan and motivate stakeholders to track the impact of initiatives• Subject Matter Expert on linguistics and leveraging Voice of the Customer analytics technology

• Creation and editing of puzzle content for a variety of Pacific Magazines titlese.g. that's life!, Famous, Who, New Idea, and branded puzzle book titles• Editorship of that’s life! branded Word Search title• Creation of that’s life! brand on-line puzzle content on Facebook and Twittere.g. Word of the Week post, daily facts, etc.✰ Achievements:♦ Lead work on that’s life! Puzzle Project initiative for National Literacy & Numeracy Week 2012♦ Contributed ideas to enhance the that’s life! magazine and brand

• Analyse and debug HTML, CSS, and JavaScript code for Travel Affiliate Program members• Website Development for larger Travel Affiliate Program members• Define and communicate technical integration requirements• Created SQL queries and reports to monitor activity on Affiliate accounts and highlight potentially fraudulent account activity• Gather data and provide analytics on website activity• Provide strategic recommendations• Support affiliate initiatives to increase conversion rates• Data reconciliation• Social Media account administration and managementAchievements:• Reduced costs and security risks by creating SQL quieries and reports which increased the volume of identified fraudulent activity on Affiliate accounts due to increased visibility across 100% of account activity and removing the manual work previously required

• Design, build, and validate regular expression target pattern set for data mining• Evaluate and improve regular expressions for language indicator identification in line with client business requirements• Establish, clarify, and document client business processes and requirements• Assemble and manage a team of temporary transcription staff• Validate transcription quality and provide feedback to transcription staff• Data mining• Monitor target pattern set build to ensure solution quality• Manage and support UAT• Design and deliver end-user training and training materials• PCI ComplianceAchievements:• Documented internal business processes to ensure future project quality• Created project guidelines to assist with future project risk management

• Establish and clarify project specification and business processes with client• Design and create project and testing documentation• Maintain product documentation to reflect product updates• Conducted product QA testing• Liaised with software developers to resolve identified issues and bugs• Managed and supported on-site client UAT• Data management• Design and deliver end-user training and training materials• Install and configure client software, service packs, and updates• Provide clients with on-going post-implementation support and account management• Provide support to user community Achievements:• Initiated review of internal testing procedures to ensure efficiency and consistency• Held the internal safety committee position of Welfare Co-ordinator

• Design, build, and validate regular expression target pattern set for data mining• Establish and clarify project specification with the client• Evaluate and improve regular expressions for language indicator identification in line with client business requirements• Maintain project quality during development and QA testing phasesAchievements:• Saved company time and money by highlighting the need for weekly client feedback sessions