Nicola Spencer Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Queensland, Australia

Melbourne Area, Australia

Key Responsibilities:Expeditiously resolving escalated and/or high profile issuesDrafting and/or proof reading apology letters and technical incident reportsNotifying the business of critical and high impact issues and providing thorough and timely updatesLeading and documenting internal service review meetings designed to develop, implement and monitor robust processes to ensure the delivery of a high quality of serviceLiaising with regional counterparts to ensure global consistency of issue management and resolutionDevelopment of the training package for the new issue management system and APAC resolution processes Delivery of issue management system and process training for new staff membersReporting on various facets of issue resolution and time to restorationRegular planned and ad-hoc staff mentoring sessions with team members

Sydney, Australia

Reported to Director of Customer Relations, APAC and managed six members of staff across the APAC region.Key successes:• Maintaining a high level of team morale in a pressured environment • Managing a culturally diverse and geographically dispersed team

Sydney, Australia

Key success:•Assisting with the successful redevelopment of the Regional Service Management team to enhance overall value to business and to better align with global service management protocols and processes.

Sydney, Australia

Key success:•Creating and driving a successful Service Improvement Plan for PGi’s largest client, culminating in a three week on-site placement at the client’s regional headquarters in Singapore.

Sydney, Australia

Key Responsibilities:• Managing the schedule of full time staff and the availability of casual staff to ensure adequate shift coverage• Efficiently delegating key tasks and projects• Continually ensuring adequate knowledge within the team and providing learning and development opportunities• Mentoring staff and fostering a positive work environment• Resolving escalated issues

London, United Kingdom

• Creating and maintaining the club’s membership system• Operating the table reservations system• Liaising with press / PR associates• Managing the office• Assisting with event management including; client enquiries, venue tours, ideas generation, supplier liaison

•Assisting Account Managers with research and ideas generation •Proof reading and checking of documents •Arranging meetings and photo shoots•Liaising with printing companies•General reception duties

Ba (Hons), Language And Linguistics With English

Education record