Roy Rooney Email & Phone Number

Australia

Created the Major accounts role for the company and became direct contact for the Major accounts of the business as their direct support. Thisallowed us to achieve a reply rate of same day and 20 minute first touch response.Over the course of 12 months, Designed and implemented the Major account process for the operations team and how we communicate withthe Account Managers to enhance the quality of service for the clients.Primary on tickets for the businesses Major accounts. This involved process creation within operations, future planning and development, and handling of major accounts tickets and escalations.

Australia

Supported in an entry level position in application and web-based application troubleshooting in a call centre support environment. Assisted clients with obtaining authority forms, property certificates and using authority information to deliver favourable outcomes.Complied and communicated with authority and white label partner processes, when actioning tickets relating to client requests.Helped develop, update, and expand Over 100 documented information and resolution related documents for the business’s internalknowledge base for resolution and training purposes.Assisted with macro and automation implementation learning for client focused resolutions and improve the first touch repsone of tickes.Resolved customer technical issues on the first call by utilizing knowledge software troubleshooting tools

New South Wales, Australia

Australia

Australia

Australia

Australia

Advanced Diploma, Information Technology

Education record