Katie Durran
Coogee,NSW
Summary
My most recent employment was in an administrative/customer service role within Accenture. I have five years experience within that company working through different roles which has enhanced my customer service skills, my administrative skills and adapted me to work within a fast paced office.
Overview
10
10
years of professional experience
Work History
UKI Service Management Senior Analyst
Accenture
01.2023 - 05.2024
- Ensured smooth communication and issue tracking via internal ticketing system.
- Sent large-scale notification emails regarding upcoming works which would affect connectivity in our offices to all branches in the UK and Ireland.
- Hosted critical calls between local and offshore teams during network downtime.
- Produced monthly progress reports for the local Technology team using Power BI which was presented to our management team.
- Maintained customer service skills through handling inquiries.
UKI Service Desk Senior Analyst
Accenture
02.2022 - 01.2023
- Promoted to Team Lead for an 18-person team.
- Served as the main point of contact for daily queries and issues.
- Managed working schedules and organized daily/weekly meetings.
- My role also included managing the administration for the backend of our booking system, pulling ad-hoc reports for management, being the sole organizer of large tasks such as the transition of our phone system from Cisco to AWS Amazon Connect and also still assisting in the booking and attending of large events in our office to ensure they ran smoothly.
UKI Service Desk Analyst
Accenture
07.2021 - 02.2022
- Promoted to analyst role within team.
- Served as primary contact for work.com system since its UK launch.
- Took on a new administration task maintaining the backend of our internal system.
- Managed the remobilisation of over 26 offices in the UK and Ireland alone while also having to manage my daily tasks including answering emails through our team mailbox, booking small and large events and any ad-hoc tasks assigned to me.
UKI Service Desk Agent
Accenture
02.2019 - 07.2021
- Began my time with Accenture as a reservation's agent assisting with booking small meetings and events across Accenture's UKI.
- Quickly progressed to take on larger scale events focusing primarily on Accenture's flagship office in London, and smaller events in our Newcastle offices.
- Amidst the global pandemic, the demand for meetings and events ceased resulting in a need to prove my adaptability.
- Began working with the teams responsible for the company's Covid-19 response and was among the first to pilot the work.com release in Ireland and the UK, a tool which would enable people to return to the office by answering Covid-19 related questions to ensure everyone's safety.
Technical Support
Concentrix
03.2017 - 02.2019
- Provided first class support within a busy call centre environment to customers via telephone for British Telecom.
- Main tasks included technical support, assisting customers with navigating their bills, proactively contacting customers regarding their accounts, and achieving high call statistics such as number of calls handled and average call length.
Retail Sales Associate
River Island
08.2014 - 03.2017
- Experienced retail customer service with over two and a half years in fast-paced store environment.
- Skilled in customer engagement, sales generation, and inventory management.
Education
Leaving Certificate Vocational Programme -
Manor House School
Raheny, Dublin05-2015
Skills
Excellent customer service skills
Ability to work in a high volume, fast paced, goal-orientated environment
Extremely organized and initiative-taking
Strong collaborator
Microsoft Office proficient
Exceptional telephone, email, and communication skills
Timeline
UKI Service Management Senior Analyst
Accenture
01.2023 - 05.2024
UKI Service Desk Senior Analyst
Accenture
02.2022 - 01.2023
UKI Service Desk Analyst
Accenture
07.2021 - 02.2022
UKI Service Desk Agent
Accenture
02.2019 - 07.2021
Technical Support
Concentrix
03.2017 - 02.2019
Retail Sales Associate
River Island
08.2014 - 03.2017
Leaving Certificate Vocational Programme -
Manor House School
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