Alexander Ovenden
Brisbane,QLD
Summary
Technical support professional with a focus on customer service delivery that enhances the customer experience, and delivers improved business results. The importance of having strong product knowledge and a commitment to establishing customer relationships are features of my early career journey so far.
Overview
8
8
years of professional experience
Work History
Customer Service & Technical Support
SkyMesh Pty Ltd
Brisbane, QLD
01.2022 - Current
- Customer-facing technical support and sales advisor providing remote connectivity solutions to businesses outside of fiber optic regions.
- Lead training and upskilling of new starters to ensure they are onboarded, and can have an immediate impact on the team's success.
- Network expertise in NBN and PSTN services.
- Customer service, cancellation, and retention inbound and outbound contact queries.
- Financial hardship and payment assistance programs.
- Sales support: contact queries, handling customer applications, and managing the establishment of new services for new and existing customers.
- Technical support assistance, including NBN and PSTN faults.
- Specialist knowledge of Microsoft operating systems.
- Onboarding, upskilling, and mentorship of new employees and trainees.
- Detecting trends for work-related applications and customer queries.
Shift Manager
McDonalds
Brisbane, Australia
04.2018 - 12.2021
- Focus on customer satisfaction by addressing customer needs and resolving concerns.
- Instilled product knowledge and a customer mindset helped to create a welcoming culture and a positive experience for customers, as well as for work teams on shift.
- Collected customer feedback and made process changes that enabled our team to consistently exceed customer satisfaction ratings.
- Led the development and implementation of customer service training processes.
- Cultivated customer loyalty, promoted repeat business, which led to improved sales.
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
- Evaluated employees' strengths and assigned tasks based on experience and training.
Administration Internship
Bechtel Australia
, Australia
03.2017 - 02.2018
- Supported the general administration requirements to support Bechtel's construction of three LNG facilities in Central Queensland.
- Provided front office support to meet and greet visitors attending meetings with the senior leadership team.
- Coordinated office meetings by handling timing, meeting spaces, and related services, such as catering.
- Maintained calendars for senior leadership and the office support manager.
- Supported the ongoing administrative needs of a large services group, including HR, recruitment, communications, security, health and safety, engineering, and construction managers.
Education
High School Certificate -
Chanel College
Gladstone, Queensland12.2018
Skills
- Team leadership and mentoring
- Training and development
- Customer service
- Technical support
- Inventory controls
- Finance and accounting
- Customer targeting
Career Skills Development
- Team Leadership and mentoring
- Training and development
- Customer service
- Inventory controls
- Finance and accounting
- Customer targeting
- Microsoft Dynamics 365 experience
Timeline
Customer Service & Technical Support
SkyMesh Pty Ltd
01.2022 - Current
Shift Manager
McDonalds
04.2018 - 12.2021
Administration Internship
Bechtel Australia
03.2017 - 02.2018
High School Certificate -
Chanel College
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