Shannon Widrose
Carlton North,VIC
Summary
Customer Service Specialist with over five years of experience in resolving complex inquiries across government, technology, and online platforms. Skilled in utilizing CRMs and SaaS tools such as ServiceNow, SAP, Aurion, and Zendesk to address system issues efficiently. Proven track record in high-volume inbox management and empathetic communication, enhancing customer satisfaction for companies like Apple and Queensland Government.
Overview
7
7
years of professional experience
Work History
Admin and Compliance Officer
Queensland Government
08.2021 - 10.2025
- Enhanced organizational efficiency by managing HR and Finance databases effectively.
- Streamlined data migration for Source to Pay initiative, ensuring accurate transfers.
- Executed mass data changes in SAP, Aurion, and Microsoft 365 for government machinery.
- Trained team members on ERP systems, enhancing their operational capabilities.
- Resolved 30+ technical queries daily via phone and ticketing systems, ensuring clarity.
- Conducted risk assessments, proactively minimizing compliance gaps and potential penalties.
- Conducted risk assessments to identify compliance gaps and recommend solutions.
Technical Expert
Apple
10.2018 - 11.2020
- Enhanced customer experiences by adapting service style for diverse clientele.
- Facilitated client inquiries, ensuring seamless communication for sales and service.
- Delivered solution-oriented support in a fast-paced, customer-centric environment.
- Strengthened customer relationships through clear communication and effective problem-solving.
- Coordinated technical administration and scheduling using Apple CRM systems efficiently.
- Oversaw service operations, managing part orders and troubleshooting complex issues.
Education
Bachelor of Information Technology/ Arts - film major
University of Queensland
01.2020
Skills
- Office & Administrative Support
- Reception & Phone Handling
- Diary, Records & Document Management
- Data Entry & Database Maintenance
- Customer & Candidate Support
- Process & Workflow Coordination
- Time Management & Prioritisation
- G Suite
Timeline
Admin and Compliance Officer
Queensland Government
08.2021 - 10.2025
Technical Expert
Apple
10.2018 - 11.2020
Bachelor of Information Technology/ Arts - film major
University of Queensland