Laura Mye

• Lead support team as both manager and senior analyst; mentor, coach, support and engage team to be high performers to meet and exceed company service level agreements
• Report on system, team and customer support activities
• Provide software application support and problem resolution for users of Class platforms within Service Level Agreements
• Field and resolve inquiries and assist with escalations from clients and other internal stakeholders
• Respond to and follow-up support enquiries via phone, email, chat and other channels
• Provide subject matter expertise and analysis of requirements specification for new features of Class platforms
• Liaise with internal stakeholders to resolve unusual and complex customer requests and assist with escalations - escalating issues through to Development if required
• Coach and mentor customer service consultants to expand their capability and overall knowledge and understanding of Class platforms
• Review customer requests and assess quality of output from consultants to identify and provide feedback on excellence and opportunities for improvement
• Assist with development and provide peer review of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes.

• Provide software application support and problem resolution for users of the various NowInfinity platforms within Service Level Agreements
• Answer and log customer enquiries received via phone, email, and other channels, in a timely manner
• Troubleshoot, analyse and identify software-related issues, and propose solutions
• Assist entry level customer service consultants with troubleshooting common customer queries
• Maintain customer relationships and provide exceptional customer experience regarding the effective use of the NowInfinity suite of platforms
• Assist with the development of Knowledge Base articles, help documentation, and other training materials for new and existing features and/or processes
• Be up to date with the features of Class platforms and how they are applied in typical business processes through internal and external training, documentation and other resources
• Participate in testing during the regular software release cycles.

• My position as Client Services Officer not only encompasses processing of day to day orders within a dedicated team in North Sydney but further extends to include Sales and Relationship Management to some of our clients
• Responsibilities: Full responsibility for all aspects required to ensure that client orders are completed on-time and to daily cut-offs
• Answering over-the-phone and email questions from clients, mostly of a technical nature
• Liaising with our legal providers regarding client orders requiring specific and customised documentation
• Incorporation of new companies and producing corporate registers to clients; consisting of professional firms; financial planners, Accountants and Lawyers
• Preparation/lodgement of forms to ASIC
• Establishing and verifying details for Trusts and creating documentation required by the Corporations Act
• Preparing and verifying documents for SMSF's and creating all documentation required under legislation
• Preparation/reviewing of old/existing deeds
• Preparing/reviewing of documents for amendments to existing SMSF's and Trust Deeds.

• As receptionist, I was the first point of contact for the company and had to administrative support across the organisation
• I handled the flow of people through the business and ensured that all receptionist responsibilities were completed accurately and delivered with highest quality and in a timely manner