Nykolai Mcherron Email & Phone Number

Melbourne, Victoria, Australia

Proposition, design, creation and implementation of automated systems:* Created ticket systems with 30k+ combined queries handled,* Constructed weekly and monthly reporting systems, * Updated hiring and administration systems, * Developed quick chat and staff engagement systems.Saving a considerable number of hours in administrative tasks: * Reduced rates of human error and process failures,* Decreased reliance on manual data entry and processing,* Improvements resulted in the redundancy of two roles, and reduced resourcing.Strong collaboration with all departments within the organisation to deliver projects, automate systems, and resolve stakeholder queries.Extensive use of Microsoft Suite, particularly Power Automate, SharePoint, Excel, and Access.

Melbourne, Victoria, Australia

Contributed heavily to the creation and deployment of the Technical Support team following the shift to WFH in March of 2020:* Created SOP documentation for supervisors and interviewers,* Proposed and implemented staff training which resulted in an 72% drop in user related log on errors in the following months,* Developed the technical support ticket system which connects interviewers to an operator, provides all the troubleshooting information, logs the outcomes, and creates timesheet adjustments.Updated the inbound call solutions system from a manual and laborious system, leading to a 30% boost in the live call rate,Supervised a team of 12 operators who supply technical support to the workforce or take inbound calls from survey respondents,Assembled weekly and monthly reports & reports to management,Quickly spotted and relayed major widespread issues to the Dialling Administration team, providing updates and implementing troubleshooting solutions.

Melbourne, Victoria, Australia

Automated part of the pay system, saving an estimated 5-10 hours of admin fees per week,Created a hiring system used to track applications, interviews and outcomes,Assembled and booked the weekly roster for up to 30 supervisors,Automated the booking of shifts in the Rostering database, saving roughly 2-3 hours of administration time every week.

Melbourne, Victoria, Australia

Calling outbound to conduct research surveys with qualified respondents,Applying refusal aversion to increase the number of completed surveys,Providing feedback to Research teams about survey design,Played key role in testing and setting up 300+ active staff to WFH in 2020.

Melbourne, Australia

Moorabbin, Melbourne

Mckinnon, Melbourne

Double Bachelor, Cyber Security & Criminology

Vce

Vce Certification

Education record