Directly contribute to the retention and growth of customers by being a key interface within Telstra to ensure effective service delivery and issue resolution.

Delivered high-quality customer service to customers and key stakeholders through multiple communication channels. Utilized various technology systems to provide effective support to over 500 Lotterywest retailers.Addressed technical issues and questions, ensuring smooth operation and retailer satisfaction.

Information Services is responsible for the related support functions critical to Lotterywest’s Information Technology operation for the business critical gaming system.

Maintained organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies. Directed technological research by studying organization goals, strategies, practices, and user projects. Completed projects by coordinating resources and timetables with user departments and data center. Verified application results by conducting system audits of technologies implemented. Preserved assets by implementing disaster recovery and back-up procedures and information security and control structures. Recommended information technology strategies, policies, and procedures by evaluating organization outcomes, including identifying problems, evaluating trends, and anticipating requirements. Accomplished financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective action. Maintained quality service by establishing and enforcing organization standards.Trained, developed, and managed 30 staff members.

Directed information technology staff by conveying job expectations, strategizing, overseeing and assessing results and implemented procedures and policies issued by Infiniti Charters. Maintained efficiency and effectiveness by creating and presenting plans for bringing new information technologies into workplace. Organized and oversaw research subjects by examining plans, policies, and user projects. Conducted audits of currently implemented technologies to verify results of applications. Organized IT department timetables and resources by coordinating with data center and user departments to complete projects. Implemented recommendations for IT plans and policies by assessing results of organization, finding issues, determining requirements, and evaluating feasibility of current industry trends. Maintained asset quality through implementation of control structures, information security and procedures for back-up and disaster recovery. Reached the financial goals by anticipating requirements, crafting a yearly budget, scheduling purchases, examining variances and taking actions to implement solutions. Ensured high quality of IT service by creating and enforcing strong standards for the department.• Won various tenders, including HBF Technology upgrade.

Developed project scope, cost estimates, human resource requirements, work plans, time schedules, communication plans, and made work assignments to meet project objectives. Established and monitored program priorities, objectives, and procedures, determining area objectives, targets of service, and resource needs allocation. Provided leadership and direction to functional team so that tasks and activities are coordinated for project scope control, quality control, communication management, change control management, risk management, and issue management. Designed and developed configurations to be deployed on systems using approved solution assessment to meet customer requirements. Provided guidance to the systems, programming, and operation staffs in solution of hardware and software related problems. Maintained awareness of emerging technologies and project management techniques. Spearheaded to managing transition between sales and technical handover.

Served as CTI specialist at analyzing and developing business requirements. Collaborated with technical teams, operational teams, and staff to develop a scalable and efficient strategies. Guided teams to continuously improve system performance and performed root cause analysis for system issues. Set goals for teams with a focus on improving user experience and continuous improvement of data analytics operations. Led day-to-day management of functions, including forecasting, scheduling, real-time operations, and workforce optimization. Guided workforce management staff to achieve targeted goals for service levels, minimize abandoned rates, and improve handle time and workforce productivity through effective forecasting, workforce optimization, and intra-day management. Maintained awareness of industry standards and emerging CTI technology and performed reviews of current CTI setup and provided recommendations to update processes and practices. Provided recommendations to improve service levels and service offerings and maximized efficiency through proactive analysis and strategic recommendations for driving business improvements.Performed regular system audits to ensure complete and accurate reporting of data.