Tom O'Dowd Email & Phone Number

Melbourne, Australia

Key Responsibilities:- Analyse upcoming projects to determine scope, technical feasibility and provide delivery time estimates.- Identify and liaise with stakeholders to ensure delivered projects match expectations and to provide an avenue of communication within the project team. - Illicit and document both functional and non-functional business requirements ensuring easy understanding and interpretation by all parties. - Provide domain expertise across Sportsbet's technical landscape, customers and agile business practices to ensure high quality project outcomes.

Melbourne, Australia

Key Responsibilities:- Conduct initial project activities including process mapping, end-user workshops and use-case discovery for use in initial business case recommendations, feasibility and scope.- Identify and manage stakeholder engagement within the project team and impacted business units.- Identify, analyse and document both functional and non-functional business requirements ensuring easy understanding and interpretation by all stakeholders.- Provide support for project launches, including training support, SME support to end-users and leading post implementation reviews. - Define and document business process designs along with any other needed technical documentation.

Melbourne, Australia

Key Responsibilities:- Autonomously create, manage and deliver user acceptance test cases.- Classify, triage and escalate defects identified in testing.- Assist with business analysis activities at the direction of the project manager and project analyst.- Assist in technical configuration and solution implementation at the direction of the technical lead.

Melbourne, Australia

Key Responsibilities:- Day to day management of the Sportsbet Customer Service team (up to 100 staff). - Effective resolution of formal complaints, customer disputes and tier 2 escalated issues.- Provide customer insights within project teams around the business as an SME.- Manage and deliver reporting on customer pain points and contact trends.

Melbourne, Australia

Key Responsibilities:- Effective resolution of customer disputes and escalated issues.- Provide training and coaching to new staff including formal induction training.- Support Customer Service Supervisors in managing staff (up to 75 per shift).- Ensure regulatory requirements are met by all Customer Service staff.

Melbourne, Australia

Impossible Worlds was a start up game design studio of 30 staff, which was in operation from January 2014 to January 2015.I was one of the founding partners and primarily worked as both operational manager and project manager for all studio projects.

Melbourne, Australia

Worked for Service Stream as part of the Vodafone Directory Assistance contract. Responsible for providing effective and efficient customer service via phone for approximately seven million Vodafone customers, by providing business and residential directory listings and well as an “Ask Any Question” service within a team of approximately 100 members. All calls required a very positive customer experience and had a very low tolerance for error, requiring an exceptional level of attention to detail and advanced communication skills.

Melbourne, Australia

Diploma Of Languages, Japanese, Distinction

Bachelor Of Interactive Entertainment, Game Design, Distinction

QANTM College specialises in creative media industries including game production. My Degree in Game Design has covered a broad range.

Certificate Iv In Front Line Management, Customer Service Management

A higher education level qualification focused on the transferable skills needed to effectively manage small to medium teams.