Jake Heurea
Melbourne,VIC
Summary
Results-driven Quality Controls Analyst with expertise in training, knowledge management, and change implementation. Skilled in developing and maintaining quality frameworks that enhance operational accuracy, compliance, and efficiency. Adept at designing and delivering targeted training programs, managing knowledge repositories, and supporting smooth transitions during process or regulatory changes. Known for exceptional analytical skills, attention to detail, and the ability to collaborate across departments to drive continuous improvement and ensure alignment with organisational objectives
Overview
7
7
years of professional experience
Work History
Quality Controls Analyst Training Knowledge Change
Sumo Energy
Melbourne, VIC
05.2025 - 10.2025
- Analyzed control processes to ensure compliance with regulatory standards.
- Developed and maintained documentation for internal controls and procedures.
- Collaborated with cross-functional teams to identify process improvements.
- Assisted in risk assessments to evaluate control effectiveness and vulnerabilities.
- Conducted training sessions on control protocols for team members.
- Implemented corrective actions to address identified control deficiencies.
- Directed the training and development of all staff members in order to ensure they were meeting job requirements.
- Facilitated training and development sessions/inductions for frontline staff to enhance skills and safety awareness.
- Developed and maintained comprehensive databases for efficient information retrieval.
- Reviewed and updated documentation to ensure accuracy and relevance of knowledge resources.
- Supported project management efforts by coordinating knowledge-related initiatives across departments.
- Designed and implemented surveys to collect customer feedback.
- Maintained up-to-date records of all knowledge assets created by the organization.
- Provided technical assistance to end users in the use of knowledge management systems.
- Implemented effective change management initiatives to maximize organizational effectiveness.
- Established a comprehensive change management plan that included communication strategies and stakeholder engagement tactics.
Customer Service - Second in Charge
Sumo Energy
Melbourne, VIC
01.2024 - 05.2025
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Assisted in the preparation of reports, compiling data from various sources efficiently.
- Supported onboarding processes by coordinating training sessions for new employees.
- Created user-friendly documentation for knowledge management systems and processes.
- Facilitated workshops to gather feedback on knowledge management practices and tools.
- Analyzed existing knowledge repositories for efficiency and user accessibility improvements.
- Implemented best practices for content creation and curation within knowledge databases.
- Resolved escalated customer complaints through effective communication and problem-solving techniques.
- Documented complaint resolutions in CRM system to ensure accurate record-keeping.
- Investigated customer complaints and provided resolutions to escalated issues.
- Participated in daily stand-up meetings to communicate progress and challenges.
- Communicated regularly with management to discuss quality trends.
- Conducted internal audits to measure adherence to established QA standards.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Specialist
Sumo Energy
Melbourne, VIC
06.2023 - 01.2024
- Assisted customers with inquiries regarding energy plans and services.
- Facilitated resolution of customer complaints through effective communication.
- Managed account setups and changes in the customer management system.
- Collaborated with team members to enhance service delivery processes.
- Provided training and support to new staff on customer service procedures.
- Analyzed customer feedback to identify areas for service improvement.
Event Coordinator
Cumulus inc.
Melbourne, VIC
08.2021 - 06.2023
- Coordinated logistics for events, including venue selection and vendor management.
- Developed event timelines and schedules to ensure smooth execution of activities.
- Collaborated with clients to understand event goals and design tailored experiences.
- Managed budgets and tracked expenses for various events throughout the planning process.
- Led on-site event operations, overseeing setup, execution, and breakdown activities.
- Communicated with stakeholders to provide updates and address any concerns promptly.
- Implemented feedback mechanisms to gather attendee insights post-event for future improvements.
- Created detailed reports outlining event planning progress, timelines, budgets, and other relevant information.
- Provided on-site support during the day of the event including problem solving if necessary.
- Assisted guests throughout the duration of an event by providing directions or answering questions about available amenities.
Customer Service Manager
Southern Restaurants
Melbourne, VIC
08.2018 - 08.2021
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Evaluated and authenticated returns, exchanges and voids.
- Led team engagement to assist cross-functional departments and achieve goals.
- Conducted training and offered staff development opportunities to decrease process lags.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Managed customer service team to ensure high-quality service standards.
Education
High School Diploma -
Narre Warren South P-12 College
Narre Warren South, VIC11.2017
Bachelor of Arts - Music Production And Business Management
Collarts - College of The Arts
MelbourneRIA - Rowville Institute of The Arts
Rowville, VICSkills
Technical and Analytical Skills:
- Quality assurance & control frameworks
- Data analysis & reporting
- Compliance monitoring & regulatory adherence
- Risk identification & mitigation
- Root cause analysis & continuous improvement
Training and Knowledge Management:
- Designing and delivering training programs
- Developing learning materials and SOPs
- Managing knowledge repositories (eg, Confluence, SharePoint)
- Onboarding process improvement
- Change readiness assessments and adoption strategies
Change and Process Management:
- Change impact analysis
- Stakeholder engagement & communication planning
- Process mapping & documentation
- Implementation of new policies or systems
- Measuring effectiveness of change initiatives
Soft Skills and Core Competencies:
- Strong attention to detail & accuracy
- Excellent written and verbal communication
- Cross-functional collaboration
- Problem-solving & decision-making
- Adaptability in dynamic regulatory environments
References
Michelle Ellis
Controls and Compliance Manager,
Sumo Energy
Mellis@sumo.com.au
0401 073 184
Edel Healy
Head of Credit,
Sumo Energy
Ehealy@sumo.com.au
0490 930 126
Che Hickey
Business Operations Manager,
Sumo Energy
Chickey@sumo.com.au
0416 267 347
Timeline
Quality Controls Analyst Training Knowledge Change
Sumo Energy
05.2025 - 10.2025
Customer Service - Second in Charge
Sumo Energy
01.2024 - 05.2025
Customer Service Specialist
Sumo Energy
06.2023 - 01.2024
Event Coordinator
Cumulus inc.
08.2021 - 06.2023
Customer Service Manager
Southern Restaurants
08.2018 - 08.2021
High School Diploma -
Narre Warren South P-12 College
Bachelor of Arts - Music Production And Business Management
Collarts - College of The Arts
RIA - Rowville Institute of The Arts