Jesse Thomson
Lightsview,Australia
Summary
Innovative and adaptable Individual with practical self taught experience in leveraging the Microsoft Power Platform to streamline processes and enhance user engagement. Demonstrated ability to develop and maintain custom Office 365 solutions, including Power Apps, Power BI, Power Automate, and SharePoint, to meet diverse business needs.
Proficient in facilitating web content publishing in collaboration with content authors, ensuring compliance with organizational policies and industry standards. Skilled in establishing effective governance for digital communication platforms by developing clear processes, documentation, and work instructions.
Known for strong interpersonal and communication skills, enabling effective collaboration across teams and stakeholders. Committed to continuous learning and innovation, with a focus on delivering solutions that support strategic goals and enhance community engagement.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Maxxia Pty Ltd
09.2021 - Current
- Using Microsoft SharePoint, Microsoft Forms, Power Automate to create, implement, and provide ongoing maintenance of Maxxia and RemServ’s quality assurance program.
- Repurposing of the QA platform into other areas of the business including the following:
- Support Line Data Tracking
- Internal Feedback Monitoring
- Automated Task Allocation
- Identification of reporting gaps and utilising Power BI to provide detailed reports on metrics to senior management, enabling informed decision-making regarding process improvements and learning and development.
- Ongoing internal process audits across multiple facets of work completed including administrative, customer calls, support and escalation calls to ensure compliance with both internal process and legislative requirements.
- Streamlined defect tracking process, ensuring timely resolution of issues and maintaining high customer satisfaction.
- Created detailed documentation of company policies and procedures, promoting consistency across business operations.
Customer Care Consultant
Maxxia Pty Ltd
05.2019 - 09.2021
- Inbound Customer Service via multiple means of communication including phone, email, and online messaging services
- Providing customers with solutions to enquiries relating to Salary Packaging whilst simultaneously ensuring customers receive their eligible entitlements.
- Assistance on the Internal “Support Line” by utilising knowledge of systems and processes to accurately provide assistance in a timely manner.
- Aid enquiries laid forth by other consultants and appropriately relaying any potential knowledge gaps to the relevant stakeholders.
Account Manager
Newscorp Australia
02.2017 - 04.2019
- Managing the Agency Careers Portfolio by maintaining and nurturing business relationships, acting as the first point of contact to provide the best product solutions in both print and digital media to achieve their client’s needs.
- Utilising Targeted Campaigns and the OMNI sales method to identify potential clients, and present solutions to ensure success in their recruitment needs.
- Both tasks achieved with an extremely high attention to detail and working within the constraints of almost more than 130 different print and digital publication deadlines
- Providing training and ongoing support to my peers and leaders with systems and process support.
Internal Auditor
Telstra Shop
06.2016 - 02.2017
- Ensure all sales processed via Telstra systems align with Point of Sale Systems and conform to Internal Telstra Policies and requirements.
- Customer contract control and management.
- Liaise with customers post sale to ensure satisfaction is held in the service provided and product received.
- Set up and maintain merchandise including demo mobile handsets, accessories and all in store advertisement.
- Process Repairs and replacements for shipment to repair centre on behalf of customers.
- Train and document results of training of all new and existing staff where required, including systems training and sales coaching.
Customer Experience Specialist/ Floor Support
TSA Telco Group
04.2015 - 06.2016
- Inbound customer service, sales and retention.
- Building rapport with customers, identifying key issues and providing solutions.
- Resolving customer complaints, providing customer satisfaction and presenting/selling products that match the customer’s needs.
- Providing training and support to new and existing staff.
Manager
The Hobby Matrix
04.2014 - 04.2015
- Face to Face customer service, sales and retention.
- Building rapport with customers, identifying key issues and providing solutions. Resolving customer complaints
- Cash handling and balancing till at start and end of shift.
- Maintaining product knowledge.
- Reviewing stock levels and communicating with suppliers and distributors in respect to the ordering of new and existing products.
- Preparing and maintaining rosters.
- Managing a team of up to 5 staff.
- Providing training and support to new and existing staff.
Education
Integrated Management Systems – Lead Auditor -
PwC
11.2016
Skills
- Microsoft Power Platform
- SharePoint administration
- Data analysis
- Customer focus
- Continuous improvement
- Report creation
- Data validation
- Quality improvement
- Quality & audit processes
- Process documentation
- Root-cause analysis
- Teamwork and positive attitude
Timeline
Quality Analyst
Maxxia Pty Ltd
09.2021 - Current
Customer Care Consultant
Maxxia Pty Ltd
05.2019 - 09.2021
Account Manager
Newscorp Australia
02.2017 - 04.2019
Internal Auditor
Telstra Shop
06.2016 - 02.2017
Customer Experience Specialist/ Floor Support
TSA Telco Group
04.2015 - 06.2016
Manager
The Hobby Matrix
04.2014 - 04.2015
Integrated Management Systems – Lead Auditor -
PwC
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