Jackson Hearn
Sydney,NSW
Summary
Within my professional career as a member of a high performing Service Management team, I have consistently applied my skills and professional attributes to contribute towards efficient and effective service delivery. I have always sought out opportunities to learn and improve whilst utilising investigation, problem-solving and decision-making skills in order to analyse and improve customer services while ensuring dissemination of any process changes and information to various stakeholders.
Overview
5
5
years of professional experience
Work History
Service Management - Customer Operations
ITSM
11.2021 - Current
- Reviewing Customer Service metrics and team performance to ensure optimal service operations at all times with a solution based approach.
- Analysis of service management performance and overall business metrics through creating detailed visual data reports.
- Leading quarterly training and development sessions for Customer Service Team Leads on service management processes, conveying monitoring metrics for improvement and upcoming process changes.
- Coordination of change management processes, including assessing associated risks, key components of impact and scheduling to align with organisational change process practices.
- Service Desk call management involving logging and tracking service tickets for minor to critical issues affecting operations.
- Facilitating backoffice system admin including role, group and permissions setting, as well as troubleshooting and testing.
- Project management for multiple medium to large scale projects, facilitating communication, monitoring progress, scheduling regular meetings and the delivery and execution of project releases with both internal and external stakeholders.
2ic Team Leader - Customer Service
ITSM
07.2020 - 11.2021
- Multifaceted understanding of numerous software programs
- Account management
- Marketing and retention principles
- Customer service essentials
- Compliance and regulation
- General administration tasks
Education
Bachelor of Commerce - International Business And Management
University of Wollongong (Current)
Higher School Certificate -
Narooma High School
12.2015
Skills
- Account Management
- Building relationships
- Change Management
- Client relations
- Customer Service
- CRM
- Data Visualisation
- Leadership
- Project Management
- Reporting
- Service Management
- Stakeholder Communications
- System Administration
- Training and Development
Timeline
Service Management - Customer Operations
ITSM
11.2021 - Current
2ic Team Leader - Customer Service
ITSM
07.2020 - 11.2021
Higher School Certificate -
Narooma High School
Bachelor of Commerce - International Business And Management
University of Wollongong (Current)
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