Pam McElhinney
Support Manager
Ringwood
Summary
Dynamic leader with a proven track record at Ibis Information Systems, enhancing customer satisfaction and streamlining support processes. Leveraged technical support expertise and decisive decision-making to reduce customer complaints significantly. Excelled in stakeholder management, fostering robust relationships and driving business process improvements. Achievements include developing high-quality systems and implementing strategic solutions to meet and exceed expectations.
Overview
35
35
years of professional experience
Work History
Support Manager
Ibis Information Systems
11.2005 - Current
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Championed process improvements through regular evaluations and recommendations, leading to overall better service delivery.
- Monitored employee and customer interactions to assess quality of service.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Created, prepared, and delivered reports to various departments.
- Managed daily operations to ensure smooth functioning of the support department.
- Enhanced customer satisfaction by effectively resolving support tickets and addressing concerns.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Streamlined support processes for increased efficiency and improved response times.
- Developed escalation procedures to handle high-priority issues swiftly, minimizing customer downtime.
- Streamlined ticketing process to improve response times and customer feedback mechanisms.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Best Value Officer
Moira Shire Council
06.2000 - 11.2005
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Organized public forums to address community concerns, improving transparency and accountability.
- Developed and implemented strategic plans to address community concerns, fostering stronger relationships between force and public.
- Generated reports detailing findings and recommendations.
- Gathered, created, organized and input information into digital database.
- Helped meet changing demands by recommending improvements to business systems or procedures.
System Developer
SPC
02.1990 - 06.2000
- Initially was Accounts Payable Supervisor, moving into system development when a new system was required by the company
- Gathered valuable user feedback by conducting usability tests on prototypes leading to enhanced end-user experience.
- Collaborated with stakeholders to define and clarify user requirements.
- Designed, documented and implemented database solutions to support web applications.
- Designed, planned and implemented new systems and enhancements to existing systems to improve productivity.
Education
No Degree - Internal Quality Auditing
University of New South Wales
Sydney, NSW 04.2001 -
High School Diploma -
Moorabbin Technical College
Moorabbin, VIC 04.2001 -
Skills
Customer service
Decisive Decision-making
Quality controls
Stakeholder management
Technical support expertise
Problem-solving
Business process support
Timeline
Support Manager
Ibis Information Systems
11.2005 - Current
No Degree - Internal Quality Auditing
University of New South Wales
04.2001 -
High School Diploma -
Moorabbin Technical College
04.2001 -
Best Value Officer
Moira Shire Council
06.2000 - 11.2005
System Developer
SPC
02.1990 - 06.2000