Alex McKenzie
Melbourne,VIC
Summary
An outgoing, professional Customer Operations Manager, with extended experience in delivering managed security services across Federal Government and Private sector customers.
A passionate problem solver who thrives on creating win-win scenarios with a growth mindset. Successful record of improving and maintaining service availability and project success in large complex enterprise environments whilst building and maintaining relationships with customers and internal teams.
Overview
6
6
years of professional experience
Work History
Customer Operations Manager
CyberCX
04.2022 - Current
- Managed 3 Enterprise level Customers and 3 small to mid-tier customers across Federal Government, Energy, Education and Transport.
- Assisted customers with onboarding and service setup to enable successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played instrumental role in client satisfaction by driving operational teams for delivery of services to achieve a 9/10 customer DNA score.
- Collaborated with Account Managers on strategies for upselling and retaining customers, increasing overall revenue generation of additional $100K in revenue.
- Coordinated with internal teams to provide prompt support for critical services and address client needs efficiently.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Streamlined business processes for improved collaboration, leading to faster issue resolution and increased customer satisfaction.
- Mentored Associate team members to advance their skills and knowledge to enhance cross skilled people within the company.
- Spearheaded cross-functional projects to enhance overall business operations per customer requirements.
- Oversaw vendor relationships to ensure optimal service levels at competitive pricing while meeting contractual obligations.
- Championed best practices for managing escalations by effectively resolving high-priority issues with minimal impact on customer experience.
- Collaborated with cross-functional teams to optimize the delivery of services in accordance with established SLAs.
- Implemented effective training programs to improve staff knowledge and skills related to SLAs management.
Technical Delivery Lead
DXC Technology
02.2021 - 04.2022
- Championed change management initiatives to facilitate smooth transitions from project implementation to operational run and support.
- Delivered consistent results under pressure by maintaining focus on key objectives while adapting to shifting priorities and tight deadlines of the project and it's milestones.
- Empowered team members to take ownership of their work by fostering an environment of trust, collaboration, and shared responsibility for project success.
- Co-ordinate and oversee migration and re-deployment treatment plans required to be created by Application teams.
- Monitored and tracked project progress to support timely completion.
- Established and enforced project timelines and deadlines.
- Devised test plans to validate accuracy of IT projects.
- Managed risk effectively through diligent identification, assessment, mitigation planning, and monitoring throughout the project lifecycle.
- Prioritized, coordinated and resolved major incidents that impacted project deadlines and successful delivery or completion of milestones.
- Facilitated and chaired various ITIL specific forums related to applicable stages of the ITIL life cycles.
- Facilitated continuous improvement initiatives by identifying areas for process refinement and implementing best practices in service management.
- Collaborated with cross-functional teams for integration of new systems and technologies into new and existing infrastructure in newly built Data Centres.
Enterprise Operations Delivery Lead
DXC Technology
02.2018 - 03.2021
- Acted as a technical run lead for services provided to customers.
- Acted as an ITIL framework guardian to ensure compliance within DXC.
- Participated in providing critical situational updates and communications to internal and external stakeholders, including C-suite, for major incidents.
- Conducted root cause analysis on major incidents, leading to the development of preventative measures that reduced future occurrences.
- Actively monitored and managed the health of critical IT services and solutions.
- Managed and prioritized alerts, monitoring data, and information integrity that pertain to customer services and tools.
- Identified areas of process improvement within the ITIL and ITSM ecosystem that related to both DXC and it's customers.
- Managed vendor relationships, assisted with negotiating contracts to secure favourable terms that positively impacted all parties were possible.
- Improved delivery efficiency by streamlining processes and implementing effective routine planning strategies.
- Managed resources effectively to avoid unnecessary resolution delays.
- Fielded customer questions and complaints and rectified issues.
- Built working relationships with clients to foster trust and respect.
Education
ITIL V4
Axelos
2024
Azure Fundamentals
Microsoft Certified
2022
Cloud Practitioner Certificate
Amazon Web Services
2021
Certified Agile Service Manager (CASM)
ALC
2021
ITIL Capability: Release Control And Validation
Axelos
2017
ITIL Foundations V3
Axelos
2016
Skills
- Adaptability
- Collaborative mindset
- Effective communication
- Customer Service Management
- Operational efficiency
- Relationship building
- Analytical thinking
- Continuous service improvement
Hobbies and Interests
- Technology
- Art and painting
- Hiking
- Fitness and health
- Travel
Timeline
Customer Operations Manager
CyberCX
04.2022 - Current
Technical Delivery Lead
DXC Technology
02.2021 - 04.2022
Enterprise Operations Delivery Lead
DXC Technology
02.2018 - 03.2021
ITIL V4
Axelos
Azure Fundamentals
Microsoft Certified
Cloud Practitioner Certificate
Amazon Web Services
Certified Agile Service Manager (CASM)
ALC
ITIL Capability: Release Control And Validation
Axelos
ITIL Foundations V3
Axelos
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