Simon Best Email & Phone Number

Heidelberg Heights, VIC, AU

Melbourne, Victoria, Australia

Responsible for managing all aspects of a development team's delivery lifecycle including backlog grooming, user story development and acceptance criteria, release planning and stakeholder updates. Conduit between the delivery team, product and design to ensure we can meet objectives by removing impediments and blockers and helping to solve clients needs.

Melbourne, Victoria, Australia

• Key Responsibilities include:
• Creation of specification documents articulating the requirements of a new feature projector behavior of an existing one.
• Creation of learning materials to support the release and education of new features.
• Project management - providing vision and direction to the delivery team throughout projects to ensure requirements are met and projects are delivered successfully.

Melbourne, Victoria, Australia

Utilised product knowledge from previous role at IntelligenceBank to assist QA team as a front-end manual tester, focused on Backlog ticket testing and assisting project teams on new features as required.

Burwood

Digital Consultancy for key research project within The Institute for Physical Activity and Nutrition (IPAN), Burwood Campus. Key tasks include: - Design, configuration & management of project websites utilising WIX Website Editor.- Research, analysis, testing & sourcing of various survey software. - Survey configuration & testing using Qualtrics Survey.

Melbourne, Australia

• Customer Service & Account Management.
• Implementation of client platforms.
• Client training, support and client consultancy.
• Billing / invoice processing / monthly accounts audits.
• Online Helpdesk content creation and management.
• UAT testing of product updates.IntelligenceBank designs SaaS business process apps to make your life easier. Their board portal, digital asset management, risk and compliance and knowledge management platforms are used.

Melbourne, Australia

Managed conceptual projects for online advertising campaigns by researching, proposing and scriptwriting for Brooklyn based book-trailer company 'Booktease'. Worked on campaigns for new releases by Jeffery Deaver, Michael Connolly and others. Example of work: https://www.youtube.com/watch?v=YrHqcIoa86o

Melbourne, Australia

• Managed and led a team of inbound online customer service consultants, who handled varied queries regarding Fairfax’s Online Classifieds sites via phone and email. The team’s focus also included full management of.
• Creation of a new online advertising policy for use across all Fairfax online employment platforms including Jobs.com.au and AdZuna, to protect the Fairfax brands from spammed, illegitimate, or fraudulent advertising.
• Participation in State Government Fraud Week information exchange, including presentation of Fairfax’s fraud experience to an industry gathering.
• Instigator of a project to ensure online web-to-print WYSIWYG composers maximised revenue through column-width parameters and upsell options.
• Advocate/trainer for client ‘self-service’ system ‘AdOnline’, which reduced resource costs across multiple Fairfax publications, for classifieds and ‘EGN’, as clients migrated to our self-service options.
• Assisted in successful transition of contact centre tasks to outsourcing company Teletech; project concluding December 2014.

Melbourne, Australia

• Managed integration of two separate online customer service teams into one, and the subsequent rigorous cross-training of all team members on the changes.
• Team of up to 8 direct reports handled varied queries regarding 10+ of Fairfax Digital’s Online Classifieds sites and systems we supported via phone and email.
• Key tester and client advocate in various new online websites and products, supplying extensive UX IA process-map feedback prior to development.
• Hiring, training of new team members, and organising team rosters.

Melbourne, Australia

• Managed four team members providing admin sales support and customer service for the MyCareer.com.au employment website.
• Handled all client escalations and provided swift dispute resolution at all times.
• Provided customer service updates and key metrics to company stakeholders.
• Created, organised and ran various staff engagement and team building activities.
• Maintained SLA standards in face of heavily increased contract processing requirements.

Melbourne, Australia

• Sales admin support, inbound lead allocation, contract processing, account creation in Salesforce and various other admin systems for a sales team of 15+.
• National inbound phone and email customer service for MyCareer.com.au and affiliated Fairfax Digital employment websites and services.
• Full account management and post-sale customer service for SME clients as well as national consumer (jobseeker) customer service.

• In charge of all ordering of new titles and back-catalogue stock for Preston store.
• Day-to-day financial accounting, budgeting, banking.
• Face-to-face customer service.

• Hiring, training, development and rostering of staff for Eltham store.
• Day-to-day financial accounting, budgeting, banking.
• Face-to-face customer service, customer orders.
• Debt recovery & complaint / conflict resolution.
• Merchandise displays.

Bachelor Of Arts (B.A.), Communication And Media Studies

Finished course at La Trobe University. Key subjects: Media Audiences, Media Research, Media Law, Cinema Studies, Journalism, Copywriting.

Bachelor Of Arts (Ba), Communication And Media Studies