Aaron Blue

Key Responsibilities:

• Lead a 10+ customer service team
• Inspire and coach staff to perform at their best and achieve key performance indicators.
• Run team meetings and 1:1 meetings providing a continuous improvement feedback loop.
• Handle escalations and complaints to ensure high levels of customer satisfaction are maintained.
• Interact with other teams and business units to improve processes and customer outcomes.
• Ensure staff abide by all regulatory, compliance, safety policies and procedures.

Key Achievements:

• Initiated changes to system access for frontline staff which reduced resolution times for customers by up to 5 business days. This empowered staff on the frontline increasing morale and productivity.
• Developed and implemented an induction, training and competency framework for frontline staff targeting skills gaps across the business. Rolled out the new program across the business inside project timeline.

Key Responsibilities:

• Manage a team delivering IT support to over 100,000 NSW Health employees including Dr's, Nurses and Allied Health professionals.
• Handle over 40,000 calls per month supporting over 400 clinical and corporate applications over a 24 x 7 rotating roster.
• Diagnose and troubleshoot hardware, software and network issues in line with contracted Service Level Agreements.
• Identify process improvements and manage change throughout the Statewide Service Desk.

Key Achievements:

• Delivered IT training to ward clerks, nurses, clinicians and allied health staff.
• Achieved specific system access for the Statewide Service Desk after-hours service. This enabled the resolution of IT issues without the need for onsite technicians resulting in significant cost savings to the Local Health Districts.
• Created the workflows and delivered training for all Statewide Service Desk staff.