Diana Culley
Ipswich
Summary
Highly creative and multitasking individual with a strong work ethic and a drive for exceptional results. Thrives in process-driven environments and is deeply passionate about continuously improving and upholding integrity in all aspects of work.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Senior Evaluation Officer
University of Southern Queensland
10.2022 - Current
- Assist with the investigation, communication and outcomes of over 700 Academic Integrity incidents
- Manage the administration and communication of the Course Feedback Survey every study period, including offensive language scan and Course Conversations
- Develop and deliver professional development events to support a range of evaluation strategies that complement the suite of standardised survey, course, and program reports
- Support and mentor graduates throughout their time in the Academic Quality Unit.
Customer Success Officer
WorkGuru.io
05.2022 - 10.2022
- Assisting clients obtain the best value out of the WorkGuru platform through many different avenues including answering support emails and phone calls
- Conducting online training sessions, and onboarding clients on how to use the system
- Created content such as blog posts, support knowledgebase articles and client how-to guides.
Service Delivery Manager
IT Services Brisbane
11.2020 - 11.2021
- Dedicated to providing top quality of care at all times
- Provided Level 2 hardware and software support to clients, over the phone, in person and via email tickets
- Design, implement, document, and manage support systems, virtual phone systems and internal staff training systems
- Coordinated new hire recruitment, training and development
- Met with business leaders to better understand IT issues that negatively impacted businesses
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
Support Officer
Genie Solutions
07.2017 - 11.2020
- Focused around providing top customer support for medical software Genie, which ranged from level 1 technical support to in-depth product support, escalating when necessary to appropriate party or department
- Assisted development team with internal software testing and documentation
- Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
Client Services Coordinator
Revelian
12.2015 - 07.2017
- Phone support, online cases and email support, ranging from Level 1 to Level 2 support where necessary
- Developed documentation and logs of implemented solutions and generated and submitted reports
- Created customer support strategy to increase customer retention
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Community Manager, Player Support
Lightmare Studios
04.2014 - 03.2015
- Wrote and submitted comprehensive bug reports, providing details on factors such as ease of replication, severity and other metrics
- Monitored the online community for bug reports, ensuring they were reported through correct channels of communication
- Fostered relationships with players by being voice and face between players and developers, making sure players were heard
- Collaborated with developers and product owners to stay current on product features and intended functionality.
Education
Bachelor of Games and Interactive Entertainment: Games Design, Creative Writing -
Queensland University of Technology
Brisbane, QLD 02.2009 - 05.2012
Skills
Project management
Multitasking ability
Client relationship management
Process driven
Interpersonal and communication skills
Microsoft Office Suite
Exceptional customer service
Timeline
Senior Evaluation Officer
University of Southern Queensland
10.2022 - Current
Customer Success Officer
WorkGuru.io
05.2022 - 10.2022
Service Delivery Manager
IT Services Brisbane
11.2020 - 11.2021
Support Officer
Genie Solutions
07.2017 - 11.2020
Client Services Coordinator
Revelian
12.2015 - 07.2017
Community Manager, Player Support
Lightmare Studios
04.2014 - 03.2015
Bachelor of Games and Interactive Entertainment: Games Design, Creative Writing -
Queensland University of Technology
02.2009 - 05.2012
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