Nicole Edwards Email and Phone Number

• Led a team of Customer Support Consultants in the Managed Print Services industry.• Salesforce Case management and triage for the Customer Support team members, monitoring their work output and identifying learning opportunities through new Customer enquiries.• Reduced Customer complaints by adjusting settings within the phone system and allowing Customers to leave voicemail messages for call-back.• Implemented a 'train-me, train-you' strategy where each team member would explain… Show more • Led a team of Customer Support Consultants in the Managed Print Services industry.• Salesforce Case management and triage for the Customer Support team members, monitoring their work output and identifying learning opportunities through new Customer enquiries.• Reduced Customer complaints by adjusting settings within the phone system and allowing Customers to leave voicemail messages for call-back.• Implemented a 'train-me, train-you' strategy where each team member would explain a process they are familiar with to another team member to ensure that everyone was capable of and following the same processes. Show less

• Support, configuration and continuous improvement of the Membership CRM system (Salesforce).• Data quality program to cleanse customer data.• Trained staff in all aspects of managing their customer data, territories and schedules.• Launched an online membership form enabling Members to make immediate payment of union fees.• Utilised MailChimp to send quarterly invoices to Members for payment of Union fees.• Implemented a Member discount program with partner Member… Show more • Support, configuration and continuous improvement of the Membership CRM system (Salesforce).• Data quality program to cleanse customer data.• Trained staff in all aspects of managing their customer data, territories and schedules.• Launched an online membership form enabling Members to make immediate payment of union fees.• Utilised MailChimp to send quarterly invoices to Members for payment of Union fees.• Implemented a Member discount program with partner Member Advantage, managed Member access and developed a Member guide for utilising the program Show less

• Responsible for providing superior customer service to external customers (health professionals, medical students, consumers) interacting with our online educational activities and mobile products (MedicineWise app), including technical support via phone, emailed instructions, or remote desktop support.• Led a team of Customer Service specialists with a focus on tier 1 technical support, and a team of software developers, test analysts and data analysts.• Tier 2 Technical Specialist… Show more • Responsible for providing superior customer service to external customers (health professionals, medical students, consumers) interacting with our online educational activities and mobile products (MedicineWise app), including technical support via phone, emailed instructions, or remote desktop support.• Led a team of Customer Service specialists with a focus on tier 1 technical support, and a team of software developers, test analysts and data analysts.• Tier 2 Technical Specialist with the ability to translate technical problems into workable solutions, liaising with software developers to resolve issues quickly.• Oversaw the software development team during the implementation of a data extraction tool for GPs that extracted patient data directly into our existing clinical audit, saving the GP time in identifying and entering patient data manually.• Designed and implemented technical instructions for the Customer Service team to manage the installation, via remote desktop support, of data extraction tools (developed by The University of Melbourne and Prospection) that sit on a general practice server and extract relevant patient data to our data warehouse.• Work alongside data analysts to manage and understand data issues and resolve them before they impact the Customer.• Temporary management of IT Helpdesk team. Show less

• System administrator and technical specialist for Microsoft Dynamics CRM within the Customer Service and national field force (health professional visiting) teams.• Developed processes and guidelines for the use and management of the data within the CRM.• Experience in the design, testing and implementation of new database functionality.

• Worked with software developers to customise the CRM to meet business needs and process improvement opportunities as they arose.• Developed training resources and trained a national workforce (approx. 250 staff across 3 state offices and remote).• Ongoing data management, training and support.

• Subject matter expert on strategic 'Customer Insight' project to consolidate disparate databases, remove data duplication, and expose customer data more widely across the business.• Worked with business analyst to identify business requirements for the new CRM, including opportunities to improve manual business processes and deliver efficiencies across the business.• Preparation activities for the CRM implementation, including data quality tasks such as removing data duplication and… Show more • Subject matter expert on strategic 'Customer Insight' project to consolidate disparate databases, remove data duplication, and expose customer data more widely across the business.• Worked with business analyst to identify business requirements for the new CRM, including opportunities to improve manual business processes and deliver efficiencies across the business.• Preparation activities for the CRM implementation, including data quality tasks such as removing data duplication and identifying redundant data.• Project coordinator for Knowledge Management project, identifying duplication of internal documents and preparing them for upload to Sharepoint.• Prepared documents for upload to ProMapp in preparation for ISO accreditation. Show less

• Managed the Customer Service function, scaling up from 1 team member to 4.• Developed new processes for supporting our Customers when moving our educational activities from paper-based to online.• Worked with Customer Technology Manager to implement an online registration system for health professionals to manage their customer account and log in to our learning management system.

Systems operator for internal Recruitment team, uploading and managing candidate resumes.