Mark Gosney Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

Member of operations leadership team, reporting to COO. Responsible for business process management, analytics, project management, service management platforms. Achievements• Led a support team premises relocation and business services integration• Led the move of existing operations reporting to BI tool, increasing productivity by 50%• Led the financial cost modelling initiative to support moving the field services cost model from a per incident model to monthly managed services fee model• Led the financial and technology integration between BMC Remedy and internal CRM system in order to realise cost savings• Implemented an asset management framework in order to streamline and standardise supply chain metrics both internally and for clients

Melbourne, Australia

Managed customer experience for the online payment gateway business including service delivery managers, product onboarding specialists and an online support team. Additionally, performed the role of service delivery manager for five enterprise customerd. Reported to the Head of Major Clients & Customer Experience.Achievements:Increased customer support NPS from -30 to 50 in six months via listening to customer pain points via Zendesk, email and phone channels via the following initiatives: - Reduced support team work in progress by 75% via up skilling initiatives which improved resolution times - Reduced average first reply time by 80% - Led internal push to drive work in progress with development teams by 75%Improved P1 incident management business & customer communicationImplemented additional NPS systems for first month support and product offerings to being to understand our onboarding, customer success and future opportunities

Melbourne, Australia

Led a team on our 24/7 customer support desk. Represented customer experience via change advisory board. Worked closely with devops team to develop customer needs and agile ways of working. Reported to the Head of Major Clients & Customer Experience.• Initially hired a team of Online Support Analysts into Bambora and setup all operations including 24/7 support, analyst KPI’s, Zendesk ticketing system, Zendesk-JIRA integration, Zendesk reporting, Confluence knowledge base, ITIL framework.• Three months in, I implemented the service function for an IVR payment solution. Project managed all services implementation including helpdesk, 24/7 support coverage, ITIL framework, analyst KPI’s, reporting through in house CRM systems, UAT, knowledge base and staff training programs for the new service.

Melbourne, Australia

Coordinated all customer initiated change through to all areas of the business. Operational lead in change management for reporting, logistics, supply chain, field services and help desk. Project lead for all change for Suncorp with eftpos terminals/software versions/pilots/UAT. Reported to the Client Business Manager.• Implemented all service processes for Suncorp bank into Keycorp including inventory, business activity forecasting, dynamic reporting, terminal management systems, customer invoicing, supply chain framework and ITIL framework

Melbourne, Australia

Performed supplier management for a field network of 130 suppliers. Reported to the National Operations Manager. Brief role before being asked to project manage the onboarding of services for a large enterprise customer into the business.

Melbourne, Australia

Coordinated all customer initiated change through to all areas of the business. Operational lead in change management for reporting, logistics, supply chain, field services and help desk. Reported to the Client Business Manager.• Reduced CBA reporting time requirements by 16 hours per month by investing significant time in building reporting automation• Saved Finance Management four hours per month on business day one each month by building automation framework for billing activities

Melbourne, Australia

Led a I.T. help desk team of five staff. Key operational and technical point of contact for Caltex.• Implemented STARBOS team into the Caltex Helpdesk including CAMS framework, KPI’s, SLA’s, knowledge base, reporting, severity 1/2/3 escalation procedures and standard operating procedures manual. Assisted project managing cutover of 600 merchants from legacy system to STARBOS system• Reduced Caltex L3 BOS escalations from 10 to two per month• Reduced Caltex BOS customer call backs by 30% by performing yearly impact analysis and dynamically changing according to customer needs

Melbourne, Australia

Managed and monitored a multiple site operation data transfer system for leading fuel distributors in the oil and gas industry.• Wrote a software alert system that alerted the user to bottlenecks of data traffic between retail and head office systems. This informed current communication status and uplink status. We achieved faster resolution time and alerted problems well before they were apparent at a customer retail/head office level. • Implemented a customer feedback system. This gave our end users a chance to provide feedback on speed, quality and satisfaction of resolution. This highlighted specific areas where we needed to improve and also understand our customer needs better.

Melbourne, Australia

Melbourne, Australia

Certificate Iv In Frontline Management, Business Administration And Management, General

Diploma In Financial Services (Financial Planning), Financial Planning And Services

Diploma Of Information Technology (Software Development), Information Technology

Certificate Iv In Information Technology (Programming), Information Technology

High School/Secondary Diplomas And Certificates, Bursary