Jo Cameron
Summary
Dynamic and versatile professional with a rich background in fitness studio management, technology, administration and customer service. Proven ability to thrive in fast-paced environments, exemplified through roles in tech firms and office/client management. Skilled in coordinating complex administrative tasks, managing client relationships, problem management, and leveraging technical expertise to enhance operational efficiency. Brings a unique blend of tech-saviness, and administrative acumen, ideal for roles requiring adaptability, leadership, strong organizational skills, time management and a commitment to exceptional service delivery.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Coordinator
ALL IT
03.2023 - Current
- Overall ownership of Customer Fault handling services provided to clients
- Engage with clients and internal resources to co-ordinate IT Service Delivery Personnel and Management for services offered to our customers
- Review handling of tickets and customer interactions to identify improvements to internal processes.
- Implementing ITIL practises by deploying problem management and knowledge management tools.
- Enhanced team collaboration with the establishment of clear communication channels and guidelines.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
Manager/Director
BB BROOKVALE - FITNESS STUDIO
04.2020 - 03.2023
- Built relationships and engaged with clients daily to ensure client satisfaction and engagement
- Marketing/Sales campaign management, ensuring campaigns are targeted, exceeding KPIs
- Training schedule planning and management
- Day to day, publishing and scheduled management Class monitoring and class management
- Day to day class reporting, including weekly and monthly vendor reporting Sales operations support for client sign up.s Over the phone and online payments, refund management Building sustainable relationships and trust with customer accounts using open and interactive communication
- Developing and maintaining working knowledge of internal policies, procedures, vendor & customer contracts and services to appropriately address customer issues
- Preparing staff work schedules and assigned specific duties, manage staff roster Direct and coordinate activities of businesses or departments concerned with production, pricing, sales,or distribution of products
- Managed movement of goods into and out of production facilities to ensure efficiency, effectiveness and sustainability of operations
- Responded quickly to meet customer needs and resolve problems
- Defined problems, collected data, established facts and validated conclusions
- Met deadlines while maintaining high-quality deliverables
- Conducted staff meetings to relay general information or to address specific topics
- Assisted with new hire orientation and employee training
- Addressed customers courteously using suitable methods and problem-solving skills
- Navigated multiple computer systems and applications
- Made appropriate account corrections to resolve customer problems
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
System Administrator Contractor
NOKIA
04.2020 - 08.2020
- Performing system administration for various core switching platforms
- This role involved account administration, documenting the processes and procedures involved, and regularly updating key stakeholders on progress.
System Administrator Contractor
GREENLIGHT
02.2018 - 09.2018
- Performing system administration for various core switching platforms
- This role involved account administration, documenting the processes and procedures involved, and regularly updating key stakeholders on progress.
Migration Engineer
CERTATECH
04.2015 - 03.2017
- Performing a Migration Technical Prime role for the DMS Switch Replacement project
- Ensuring minimal customer impact by performing and directing technical resourcing to do post monitoring KPI checks.
- This role involved having the ultimate responsibility and authority for the successful execution of migration work
- Extensive Fixed voice switch knowledge was required to successfully navigate the cutover of customer trunks and lines, ensuring minimal service disruption
- Ability to drive scheduled works to completion
- Sound knowledge of SLA requirements and escalation processes
- Excellent communication skills to liaise with customers, management and internal/external teams.
Technical Support
INTEGRATED TECHNOLOGY SOLUTIONS
05.2013 - 11.2014
- Surveillance, technical support and fault resolution for a financial institution's network of ATM machines
- Monitored CBA ATM network performance, availability and network security.
- Real time troubleshooting with clients over the phone to resolve technical hardware and software faults
- Ensuring high availability target and SLA's for fault resolution are met
- Required skills include: Ability to troubleshoot with clients via telephone to resolve their hardware or software issues
- Order and dispatch hardware to client's site and follow up on resolution of fault
- Excellent knowledge of SLA requirements and escalation processes
- Excellent communication skills to liaise with customers, management and internal teams
- Proactively analysing fault data to implement improved processes
- Excellent problem solving and investigation of complex issues
- Ability to perform root cause analysis, track and manage issues through to resolution
- Ability to learn quickly in a dynamic, fast-changing and challenging environment.
Senior Network Operations Engineer
OPTUS
01.2007 - 04.2013
- Performing Tier 2 Technical Operations Support at a senior level, complex problem solving, escalated fault resolution and software upgrade management for the Optus core switching network with a focus on the core mobile and fixed VOIP networks
- Monitoring potential customer impact through KPI checks after network upgrades.
- Drive vendors on fault resolution as per contractal SLA’s and escalate to management where SLA’s were not met
- Build schedules for software upgrades involving vendor and internal resources.
Education
Advanced Diploma - Telecommunications Engineering
Tafe NSW
Lidcombe, NSW2000
Skills
Outstanding organisational skills
Excellent communication skills to liaise with team members, customers, management, external suppliers and other service providers
Outstanding customer service with a focus on exceeding SLA’s and customer expectation
High attention to detail
Self-motivated, positive attitude, works well under pressure and within time constraints
Friendly and approachable with a strong team ethic
Ability to work well within a team environment with equal ability to work independently
Team management and leadership skills
Certification
- Nokia
- Genband
- Linux
- Ericsson
Timeline
Service Coordinator
ALL IT
03.2023 - Current
Manager/Director
BB BROOKVALE - FITNESS STUDIO
04.2020 - 03.2023
System Administrator Contractor
NOKIA
04.2020 - 08.2020
System Administrator Contractor
GREENLIGHT
02.2018 - 09.2018
Migration Engineer
CERTATECH
04.2015 - 03.2017
Technical Support
INTEGRATED TECHNOLOGY SOLUTIONS
05.2013 - 11.2014
Senior Network Operations Engineer
OPTUS
01.2007 - 04.2013
Advanced Diploma - Telecommunications Engineering
Tafe NSW