Michael Tinker Email & Phone Number

Sydney, New South Wales, Australia

• Senior Business AnalystWorking within the companies finance team I developed reporting for both the monitoring component of the business and the financial controllers as well as develop and implement cost saving.
• Analysis of monitoring traffic based on staff intervention and develop an automated response to the lower priority alarms that meet both the customer needs and the industry requirements
• Developed automated reporting that ensured all customers who are actively having their alarm monitored were assigned the correct billing codes and were being invoiced
• Analysis of trends within the business that were considered inefficient and produce new streamlined documentation and tools to ensure the process was in control and was now running efficiently

• System Support Analyst | March 2021 to November 2021Working within the companies A1 graded monitoring centre I completed the successful conversion of customer data from the SIMS security monitoring platform to the.
• Setup of customer specific procedure tables for each customer to ensure each alarm event is actioned consistently and accurately
• Developed monitoring based training material for the new Mastermind platform and conducted one on one training for each staff member to ensure that they were confident and comfortable with the new system in time for.
• Developed all custom reporting for the monitoring team. This included all automated and ad-hoc reporting for both internal and customer needs
• Liaised heavily with internal stakeholders and the software vendor to ensure that the business requirements were meet with any non-standard changes within the initial implementation of the new software platform

Sydney, New South Wales, Australia

Based in the IT team, I delivered business improvement and system enhancement projects (ERP) across the business leveraging Six Sigma. I designed insightful reports and dashboards and analysed and interpreted data to solve business problems. Key responsibilities included:Eliciting requirements, scoping projects and assessing business benefits.Developing.

Sydney, New South Wales, Australia

I led a team of contract administrators with accountability for improving business processes. I delivered a range of projects to automate, measure and report on processes to reduce costs, improve performance and quality, whilst providing accurate business intelligence. These delivered increased productivity and built a stronger and more engaged team.

Telephone Sales & Retentions

Sydney, New South Wales, Australia

I was promoted to this role and challenged to lead and improve the sales and retention team (inbound and outbound call-centre) which was performing very poorly. I tripled the sales figures with the same headcount through building a strong team culture, digitising manual processes and delivering business improvements. Duties included:Team leadership to.

Technical Services supervisor (call centre)

Sydney, New South Wales, Australia

I was promoted to lead a team within the inbound call-centre which included training, management of KPIs, quality and handling escalations.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Based in an inbound call-centre, I provided customer service and support to customers with issues with their security systems.

Various locations

Sydney, New South Wales, Australia

I held a number of roles, both in the call centre and branch, responsible for providing customer service and support to social security recipients.