Tim Eccles Email & Phone Number

Perth, Australia

My role and focus has been around the implementation, migration and maintenance of the critical communications & collaboration services at RAC.More recently, maintaining and developing internal and external customer solutions using our Contact Centre as a Service (CCaaS) solution.

Perth, Australia

Deployment of an IP telephony point solution to the branch network including all site router and switch configuration, hardware installation and user training across the state.This included technical documentation, design and configuration across the core network to allow convergence.The role was also heavily involved in the carrier tender process and the implementation of new/upgraded services.

Perth, Australia

An exciting opportunity to become the technical lead on an IP telephony project to deploy IP telephony to the RAC branch network.The project delivered on the back-end infrastructure to support deployed to a pilot site and the learnings were to provide a future roadmap for the organisations telephony framework.The role also managed the upgrade of existing contact centre platforms (hybrid systems) as well as providing day to day operational support

Perth, Australia

This role expanded on my previous experience with the Motoring Operations division and now encompassed the contact centre.As part of the management team, the role included the development of key contact centre initiatives, management of the application system testing team, gathering application development requirements and seeing through to go live (including managing the end user support requirements)Personal development opportunities as part of this role gave me the opportunity to provide input on long term strategy development, budget planning, target setting for the contact centre and motoring operations divisions

Perth, Australia

Working as part of the Business Services & Technology division, my role centred around -Management of telecommunications hardware and softwareMoves Adds Changes for group-wide telecommunications devicesCall statistics generationMobile device support including radio data systemsKey implementation achievements include the implementation of the RAC contact centre call routing solution to the Insurance and retail divisionsThis included stakeholder management, solution development and end user supportSuccessful tender application, development and implementation to in-source contact centre initiatives

Perth, Australia

Primarily managing a small team of Systems testers, application development requirements, scheduling application development and test schedules (both systems and user acceptance testing).During this time, I took a secondment opportunity to become part of the Business Improvement Program. This was a six month business process mapping and re-engineering program with a team of employees and consultants.For me, this secondment was a valuable time in my professional life as it gave me the opportunity to take a step back from the operation, look at what we do, question why we do it, and how can we drop it or do it better. Working with consultants from Churchill consultancy it gave me a completely different approach to my work and has left its mark to this day.Other achievements:Coordination of the Y2k testingEnd of month reporting requirementsProject managementDatabase developmentAsset managementEqual Employment Opportunities contact officerImplemented the first Nortel Symposium contact centre call routing deployment in WAManaged the contact centre call routing platform and provided end user tuition

Perth, Australia

Customer liaison within the business, between the Motoring division and Information Services team.The role primarily involved requirements gathering, scheduling with the application development team, scheduling the systems testing, scheduling the user acceptance testing and day 2 support.Other achievements/functions included:End user support (application and hardware)Support for the private radio network (including Radio Network Controllers, coordination and testing of replacement infrastructure, scheduling contractors for field device migration)Runner-up Employee of the year 1997