Applications: MYOB Advanced, NAV 2018, Siebel CRM, Zendesk, Salesforce, MS Excel• Undertake the processing duties necessary to ensure administrative processes are completed in an accurate and timely manner.• Contribute to the achievement of team targets to lower 90+ days debt.• Assist in Dispute resolution by acting as the intermediary between the business and clients.• Ensure that customer queries are dealt with promptly and resolved to the client’s satisfaction.• Identify barriers to customer service – investigate root causes to problems, make recommendations to improve current processes.• Handle enquiries via the ZenDesk queue primarily, actioning client tickets, and fielding any unrelated queries to the relevant department.

Tools: Power BI, Oracle BI, GainSight, Siebel CRM, Prime BPM, MS SQL Server Management Studio, JIRA, Zendesk, Salesforce, Windows PowerShell, Miro, Tableau, Snowflake• Influencing and working closely with our EX teams to achieve seamless, invisible, accurate and efficient client Upgrade solutions. • Proactively identifying Upgrades issues, gaps, and areas of improvements ahead of time by raising cards for tracking progress and resolving tickets. • Supporting, training and coaching other members of the Upgrades team and creating relevant documentation for reference to ensure a consistent, high quality service offering is delivered to all clients. • Assisting the Upgrades Team Leader in reviewing, designing, and implementing efficient processes. Being an advocate for client support, service, and operations in EX discussions during design phases.• Proactively working with customers to pinpoint Upgrades issues. Applying high quality analysis using MS SQL Server Management Studio to provide output data and driving root-cause product fixes to efficiently restore file integrity – ensuring ongoing functional stability for client use. • Effectively case managing ongoing Upgrades issues, ensuring constant customer communication and loop closing when issues are addressed. • Facilitate seamless migrations from other platforms to online MYOB product offerings - including pre migration tasks such as testing for errors on MYOB dashboards and reporting these errors with an understanding of writing/reading scripts.• Performing ad-hoc Siebel CRM related backend issues such as ensuring that billable services are charged according to business rules and fix any discrepancies.• Taking accountability for internal projects by coordinating with the stakeholders, formulating processes, providing efficient solutions, and reporting progress demonstrating leadership skills.• Taking an active role in self development, and seeking out training opportunities.

• Managing and co-ordinating SME Solutions Projects, including defining and clarifying the scope of activities required to enable the prioritised project to be successful• Ensuring new products and processes are successfully operationalised into the SME Solutions group and all stakeholders are well informed on all stages.• Liaising with internal stakeholders like retention, marketing, finance, and support to communicate and streamline business changes.• Independently managing process improvement channels to resolve real time Siebel Administration backend queries, ensuring accuracy in relation to company policies.• Identifying and logging new requirements on JIRA for potential system improvement and assisting the developers in creating and testing the new scripts.• Working in the Process Improvement Team (project manager/coordinators, quality analysts, business analysts, system analysts, software developers etc.) to ensure the outcome and development fully integrate with the overall system and context.• Effectively case managing ongoing process issues using Zendesk by performing advanced troubleshooting testing of escalated issues, ensuring constant stakeholder communication and loop closing when issues are addressed.• Capturing and reviewing key process health metrics to identify potential improvement opportunities within SME Solutions. Building new processes and that continually streamline with improved operations by creating process maps on Prime BPM.• Increasing the level of competence in the identification and logging of process failure points in SME Solutions team. Assisting in escalating priority issues to the incident managers.• Analysing client data using internal analytics tools and generating Tableau reports to ensure quality in all aspects. • Taking an active role in self development, seeking out training opportunities for professional growth and improved service quality.

• Providing industry leading technical support and service including software upgrades and installations to the clients by understanding the client requirements and recognising system/platform issues. • Reducing AHT by utilising appropriate tools, referring knowledge base, implementing script fixes, and resolving repetitive client errors, leading to improved client experience.• Providing technical coaching and mentoring to new joiners by floor walking and resolving their queries.• Identifying and escalating unrepairable issues or new bugs to the product specialist team and process improvement team.• Logging service requests on Oracle Siebel and cases on Zendesk for advanced solutions and directing it to the appropriate channels for stuck cases.• Driving sales revenue and service set ups, achieving monthly targets consistently over 100%.• Successfully completed Process Improvement Team (PIT Dec 2019 – March 2020) mentorship.• Assisting in ongoing research and trial projects – Case Management for successfully introducing new process changes.• Taking ownership in participating in training, personal development programs and ongoing Reward & Recognition schemes to maintain and continually improve the quality of service provided.

Received exposure in educational industry management including responsibilities and experience in the area of:Project management Project AssistanceBusiness analysisGeneral administration and managementProcess MappingLearnt VISIO software for process mappingLearnt about Australian standards for vocational and higher education for RTOsCreated documentation for the work performedConcluded a report suggesting a business improvement plan

Project: Coca ColaRole: SAP Business Intelligence Consultant* Analysing, developing and testing client requirements within SLA* Discussing possible solutions as an SAP BI consultant* Solely responsible for handling Business Warehouse Accelerator* Independently communicating with clients and companies like Lenovo, IBM and SAP to resolve issues* Mentored three new joiners* Actively provided inputs to facilitate project release receiving appreciation from the client

Project: Coca Cola* Organised and hosted events including project parties, toastmaster events and office curricular activities * Trained in campus to corporate sessions by Accenture.* Undertook Bootcamp training in SAP ABAP, SAP MM, SAP SD and SAP BI* Undertook GFT Training in SAP BI* Participated in Toastmaster and Brownbag sessions

Project: Digital Code Lock* Undertook project based industrial training using Embedded Systems platform.* Worked in a team environment to complete a project on Digital Code Lock.

Project: AIRTEL Internship: Call Centre Technology and Mobile Communication* Successfully completed industrial training in the field of mobile communication focusing on the IT installations involved in a call center technology. * Prepared documentation for our client - AIRTEL.

Trained in Java Programming Language supported by Oracle