Deborah Peters

• Create and deliver online learning material via LMS to existing clients, integrators, and internal personnel
• Create, update, and maintain training and integration documentation as new software features & enhancements are developed
• UAT on QA system of new features & enhancements prior to final release
• Onboarding new clients
• Assisting clients with software implementation
• Software configuration & user training (Zoom & on-site delivery)
• Client site & software usage audits for process improvement recommendations
• Nurture existing client relationships for success and establish new client and integrator relationships
• Support ticket response & management via the OS Support & Help Scout systems
• Capturing, triaging, and escalating feedback or issues to developers during the integration process
• Writing Help documentation articles and new internal procedures
• Document Control
• Product feedback, feature requests with use case examples
• Weekly & monthly reporting for executives.

• Remote for the Customer Care, Success & Transformation team
• Onboarding and account management for multi-national retail & hospitality clients
• Maintain and report on client health via Gainsight and identify risks
• Provide training and coaching for clients on service automation platform
• Build SOPs for new clients for call center and work order associates
• Review & reconcile monthly invoices with billing reports prior to submission for client approval.
• Maintain Zendesk tickets and assist with clearing any backlogged tickets for team
• Implement and track project deliverables
• Work and communicate closely with cross-functional teams and operations to ensure alignment of processes and tasks
• Participate in Kaizens to develop and build processes, procedures, and actionable metrics
• Maintain SharePoint document site for ServiceChannel Managed Operations team
• Analytics and compiling data for special reporting related to client accounts
• Document control
• Prepare and conduct Quarterly Business Reviews, weekly review meetings & follow-ups with clients
• Create and update organizational processes & procedures for the facilities coordinators
• Perform other job-related duties as needed.

• Build and manage CapEx programs for FY for items such as HVAC unit replacements, flooring replacements, and painting rollouts
• Part of jump team for evacuation to ensure business continuity in event of natural disasters and mandatory orders
• Travel to various locations for damage assessments and progress assessments of build-back work after catastrophic events
• Achieved annual reduction of 10% on overall HVAC replacement costs and 15% reduction in overall flooring replacement costs for FY2017
• Daily goal setting, task prioritization, and resource planning
• Project reporting
• Sourced new vendors and initiated RFPs
• Collated, summarized, and provided recommendations of RFPs for approval
• Maintain Sub-Contractor Compliance Register, track licensing, insurance, and regulatory requirements
• Clean-up, remediation, and build-back because of natural disasters or catastrophic events
• Reporting and analytics on maintenance and repairs
• Process review, revision, and implementation
• Track and record project deliverables
• Track costs and ad hoc reporting for management review
• Escalate critical issues appropriately
• Process control register and maintain document management in Accruent
• Perform other related tasks as requested: data entry, calendar and time management, general correspondence, and clerical procedures.

Brisbane Water Enviro Alliance (BWEA) Wynnum Wastewater Treatment Plant

C-17 Hangar Facility RAAF Base Amberley (Richard Flanagan & Co)

Thiess John Holland APLNB Establishment Team

• Handled sensitive information discreetly while maintaining confidentiality protocols at all times.
• Provided exceptional customer service, addressing client concerns promptly and professionally to maintain satisfaction levels.
• Enhanced site efficiency by streamlining administrative processes.
• Reviewing sub-contractor progress claims and ensuring contractual compliance.
• Review, code and PO match supplier invoices for approval by Project Director.
• Tender bid reviews and summary preparation for Project Director
• Timesheet preparation and labor reporting.
• Site office establishment includes reviewing tender submissions & preparing summaries for review for (5) sites as part of the ALNB project.
• Report preparation (weekly) and summary preparation for the executive committee.
• Coordinate site shutdown works.
• Maintain site registers including Induction Register, OH&S registers, and site access entry.
• Project file handover and deliverables.
• Document Control.
• Customer Service and ad-hoc duties as required and requested.