Summary
Overview
Work History
Education
Skills
Professional Training Awards
References
Timeline
Generic

Claire GOMEZ-ASPRON

Summary

I am a highly motivated and professional individual with over 14 years experience in Knowledge Management and internal communications in the Energy Industry. I am an organised results orientated individual with a proven track record in delivering on project deadlines and strong stakeholder management. I possess exceptional communication and interpersonal skills and have the ability to work independently and as part of a team

Overview

16
16
years of professional experience

Work History

Communications Officer/Change Coordinator

SYNERGY
02.2009 - Current
  • Coordinate and deliver departmental change activities, including creation and modification of processes, communications, knowledge management documentation and standard operating procedures
  • Ensure the Customer Business Unit is prepared for process changes
  • Engage with stakeholders when a process is required to be created or modified
  • Quality assure all process change requests ensuring they meet the business requirements
  • Ensure all customer and business impacts have been risk assessed and relevant mitigates are in place
  • Document and provide process communication to the Customer Business Unit
  • Administrate the Knowledge Management tool used within the Customer Business Unit
  • Create communications/interim processes for any system defects in collaboration with the Customer Compliance and Risk Team.

Knowledge Management Content Review Coordinator

SYNERGY
04.2019 - 07.2019
  • Coordinate review and rewrite of 400 knowledge articles for the Retail Business Unit as part of a compliance audit
  • Developing a review process between project team, process owners and compliance which included SLA agreements
  • Managing 2 content writers
  • Responsible to ensure each area was on track to meet agreed deadlines
  • Provide guidance to stakeholders to overcome blockers
  • Ensuring the quality of knowledge articles was up to the agreed quality standard
  • Reporting progress to management on how the project was tracking.

Knowledge Base Content Transfer Lead

SYNERGY
02.2009 - 09.2009
  • Coordinate and assist rewriting over 1000 knowledge articles for the Retail Business Unit converting process information from CIS to SAP system
  • Identifying and developing new processes due to system change
  • Developing the migration plan to move all the re-written knowledge articles into knowledge management system
  • Liaising with Lotus Notes Database Developer to set up mirror database and contingency plans
  • Managing 3 content writers
  • Ensuring the migration of knowledge articles was on track to meet the businesses deadline
  • Ensuring the quality of knowledge articles was up to the agreed quality standard
  • Rolling out training of the new Knowledge Base structure to customer facing teams.

Relief Team Leader

09.2008 - 02.2009
  • Lead and facilitate individual and team development
  • Conduct regular 1:1 and team meetings to discuss performance, goals and business updates
  • Quality call monitoring
  • Complete quality assurance reviews on agents calls and provide feedback
  • Handle escalated customer issues and provide resolution
  • Provide regular updates on team performance and achievement's via communication and reporting
  • Ensure team compliance with company policies and procedures.

Customer Service Representative

11.2007 - 02.2009
  • Assisting customer with enquires in relation to their Synergy Accounts and providing an effective resolution
  • Adhering to all of Synergy’s policies, procedures and guidelines
  • Meeting targets and KPI’s
  • Having extensive knowledge of Synergy products, systems and billing services
  • Sharp knowledge around billing and electricity guidelines and policies
  • Treating every customer the same and striving to solve all customer issues
  • Adhering to Synergy values.

Education

High School Diploma -

Broughton Hall High School
Liverpool, England

Skills

  • Exceptional communication and interpersonal skills
  • Strong organizational and time-management skills
  • Business Process Documentation & Implementation
  • Ability to work independently and as part of a team
  • Detail-oriented and able to handle multiple tasks simultaneously
  • Experience in managing Knowledge Management Transfer and Review Projects
  • Stakeholder Management
  • Proficient in KANA Knowledge Management Tool
  • Proficient in Microsoft Suite

Professional Training Awards

  • 2021 - Mental Health First Aid Australia, Standard mental health First Aider
  • 2018 - SoftEd, Agile Fundamentals
  • 2008 - Bluestone Training & Consulting, Diploma of Business BSB50101
  • 2005 - CSIA – Customer Service Institute of Australia, National Customer Service Professional of the year 2004.
  • 2001 - B Digital, Work Place Assessor
  • 2001 - West Coast College of TAFE, Gained Certificate III in Telecommunications (Call Centres)

References

  • Christina Batten, Customer Training Manager, Synergy
  • Liz Edgar, Senior Area Product Owner, Synergy

Timeline

Knowledge Management Content Review Coordinator

SYNERGY
04.2019 - 07.2019

Knowledge Base Content Transfer Lead

SYNERGY
02.2009 - 09.2009

Communications Officer/Change Coordinator

SYNERGY
02.2009 - Current

Relief Team Leader

09.2008 - 02.2009

Customer Service Representative

11.2007 - 02.2009

High School Diploma -

Broughton Hall High School
Claire GOMEZ-ASPRON