Paul Dodd Email & Phone Number

Create, edit and proofread web content (and content proposals) to comply with web standards, style and image optimisation guides Project manage, develop, test and deliver customer focused and easy to understand content within Council's website and contact centre information systems to suit the appropriate audienceMonitor Council's website and contact centre information systems to ensure consistency, accuracy and accessibility across both channelsCoordinate a 'start to end service' covering all relevant aspects in the production of content, including liaising with technical staff as requiredDevelop relationships with key stakeholders and external partners to influence their understanding of usability, accessibility issues and content development in the web environmentLiaise with key stakeholders under pressure to deliver content within required timeframesOn-call Content Producer for Council over weekendsResearch, analyse and report on customer trends, website metrics and statistics to improve the overall customer web experiencePerformed Acting Team Leader duties when required for Council's Content Production (website) TeamLead by example using a customer focused model to facilitate cross area collaboration within Council to solve issues by thinking 'customer first'Suggest possible improvements or opportunities to implement best practice

Contact Centre consultant

Manage inbound calls daily across a wide range of local government issuesPerformed Shift Leader duties, effectively handling urgent public safety and political issues sensitively and in a timely mannerBuild and develop networks within councilManage difficult customers with respect to resolving complex and highly politically sensitive issues in a professional and timely mannerProblem solve enquiries under pressureWork autonomously in a team environmentPrioritising duties to suit customer needsAdministration and operational supportAdherence to deadlines and objectives