WARREN DAVIDS
Sydney,NSW
Summary
Dedicated customer service professional with extensive experience in finance and IT support, recognized for delivering exceptional service while managing complex inquiries. Proven track record of exceeding individual KPIs by handling high volumes of inbound calls, averaging 50 to 60 daily, with wrap times consistently under three minutes. Committed to promoting self-service functions and enhancing the overall customer experience, contributing to continuous improvement initiatives in both government and private sectors. Acknowledged by peers and awarded monthly for outstanding customer service based on management reviews and customer feedback surveys, showcasing a robust background in client relations and issue resolution.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Senior Customer Service Officer
Department of Communities and Justice
04.2025 - Current
- Provide Administration Support + IT Support for the Departments District Managers and Case Workers
- Ensured PCard purchases receipts and invoices are collated and approved
- Petty Cash ensuring the appropriate $ amount approval process are followed.
- Managing Shared email admin mailbox and calendars booking rooms for Family Time appointments making sure all the days tasks are actioned or processed
- Creating Financials to record transactions correctly against children in care's planned financials
- Managing the CSC's Fleet Vehicles, ensuring the cars are clean, functional and serviced, damage repairs. reconciling mileage and tracking devices are working correctly and fuelled.
- Have taken on the role as Fire Warden and commencing training for First Aid Officer.
- Responsible for WHS and ensuring all incident or near misses on the CSC sites are recorded and actions take to correct the fault.
- Liaising with the sites coordinators to ensure any maintenance is carried out without disruption to staff.
- Provide end of month reports to management on all aspects of Administration
- Processed information with high level of accuracy to satisfy client's needs.
IT Service Desk Analyst 3/4
EDconnect, Department of Education
2019 - 04.2025
- Provide first level technical support to government schools, corporate offices and remote staff across NSW.
- Managed 5 x IT Support inbound phone queues.
- I have a good knowledge of the DET Operating systems (Windows, MS Office) I can quickly assess problems and determine the best action to resolve whilst explaining and guiding a caller through complex technical issues either verbally or by using remote access tools to demonstrate to either non-technical users or updating higher-level IT staff
- Assisting school administration staff with Online + Manual student In Area and Out of Area enrolments trouble shooting enrolment errors and progressing them through to the school's register. Working through complex Student family tree scenarios to ensuring the correct parents / guardian and emergency contact details are correct in the school system. Some of the family trees I assisted with parents may have AVO's or court order documents where students are in government care or foster families its vital the family trees correct for student safety.
- Working through the school's fees structures simplifying the way schools invoice the students, Creating and excursion or school event structuring the various fee types like deposits, event balance and food fees and then bulk enrolling the students where they are all invoiced simultaneously instead of 1 x student at a time to save the schools administration time.
- Assisting schools' administration through their end of year management ensuring year 6 and year 12 students have no unsettled balances owing before they leave the public schools. Rolling over the students into their new scholastic year groups, house groups, religious groups etc and ensuring the schools fee types are set up correctly to invoice the students for the schools to be ready for day one of the following year leaving them one step left is to change the EBS Calendar to the new year to update their cash desk. Schools' admin would over complicate the Year end management process and take a few hours to complete this task, myself 15 x minutes from start to finish.
- Assisting with access issues after onboarding based on roles within the department may require access to financial reporting tools and basically guiding staff through processes within the in the sap portal.
- Liaising with third party hardware providers with either damaged devices, lodging tickets checking if devices are covered under warranty and providing detailed device details screenshots etc so they can take appropriate with the school or corporate office.
- Continuous learning and professional development
Senior Customer Service Officer 3/4
EDconnect, Department of Education
01.2024 - 03.2025
- Provide first contact support for SAP Technical Support, Accounts Payable, Accounts Receivable, Procurement (Edbuy Preferred DET Suppliers System) and Expense 8 (Staff PCard transactions).
- Manage five inbound finance-related phone queues for all Corporate, School Staff, and Vendors/Suppliers covering tasks from creating, editing and confirming limit or one-off purchase orders through to SAP reporting queries for school and corporate. Actioning vendor master data change requests. Troubleshooting the online procurement orders plus trouble shooting the Staff PCard transactions.
- In between calls work through the Online Queue tickets either to resolve or escalate to second level support teams.
- Collaborate with staff and Finance specialist teams to produce effective customer outcomes.
- Adhere to service level KPI's 3 point of ID, 3 x Minute Wrap times and ensuring Service Now tickets are raised with detailed notes of the call, attaching screenshots and knowledge articles if the query is required for escalation or clear consistent closure instructions to resolve the query.
- Identify Knowledge gaps in Service Now and put forward recommendations with further information to assist my colleagues in first level with easy to find in search terms and quicker step by step instructions
- Identify caller trends and communicate with Management so they can raise awareness to the finance team and seek information from the appropriate second level support for solutions.
- Have received customer service awards throughout this year based on my performance in one-on-one reviews with my manager and from customer service surveys.
DMT Case Manager
Telstra Corp
01.2018 - 01.2019
- With this role my responsibilities were to Manage the relocation of Telstra customers internet services from one property to the customers new homes.
- Networking with external service providers such as NBN with internet disconnections and reconnections based on the customer specifications and providing intermediate solutions such as smart modems to keep the customers connected to services should there be unforeseen delays with the services move.
- Promoting the latest Telstra offers, such as Wi-Fi Boosters to ensure the customers new homes have great internet coverage, along with Telstra Smart home products and internet packages which include Foxtel, Kayo, Netflix and Xbox Live plus also promoting the latest mobile phones and packages and promoting Telstra's rewards program.
- Processing orders for the customer move and additional Telstra services the customer would like to add on as part of their move experience.
- Being a DMT Case Manager you are the one contact for their entire move, every contact to the customer or inbound call received is documented in the case notes and reviewed discussed with the Floor Manager for customer satisfaction and KPI measures and to ensure company policies are followed and adhered to.
- Manage customer complaints through to a suitable resolution for both Telstra and the customer. Escalating to Floor Management if required.
- Received numerous customer service awards and was nominated for a Telstra state award in recognition for my commitment to customer service.
Commercial Credit Controller
CSR Viridian Pty Ltd
01.2014 - 01.2018
- Managed debtors' ledgers that cover blue chip customers through to sole traders in NSW, SA, NT and WA.
- Full functional role which covered new client credit applications, credit checks reviewing credit limits with payment terms, managing company risk, debt collection ensuring payments are made on time reconciled and issuing correct statements as part of the end of month proceedings.
- Working in partnership with the State Sales Managers and their Sales Teams reviewing new projects, promotions, client problems. Working through solutions for better customer outcomes negotiating extended payment terms limits increases.
- Tasked with out-of-scope project with a separate glazing department within the Viridian business where Viridian was facing a $700k debt business write off. within 3 x weeks I prepared all the invoicing, purchase order and supporting documents and contacted the business involved providing them with payment options and terms to settle these aged debt balances, within 60 x days of producing the invoice and documentation to the customer I had reduced this aged debt balance from $700k to $250k with payments settled. Within the following 30 x days reduced debt balance further to $125k which was unable to be settled on the back of final notices and businesses no longer trading.
- Received numerous awards for my dedication to customer service, received a national award for this project from the Viridian Director.
Commercial Collections Officer
Boral Plasterboard Pty Ltd – Blacktown, NSW
01.2014 - 12.2014
- Boral Plasterboard Pty Ltd Business was in the process of being sold off by Boral. I was tasked to clean up the 15 x NSW blue chip customers aged debt claims and unresolved debt balances whist maintaining accounts receivable collection processes before the business was sold.
- Reviewed the Clients Sales Agreements to gain some knowledge on what Boral and the clients have agreed.
- Prepared detailed reconciliations of the aged debts from the past 3 x years identifying the debts type such as, Pricing, Damaged / faulty product claims and rebates. Reviewed the sales agreements and promotions over these periods with the Sales Manager assigned to the customers.
- Established there had been serious process failures between the State Sales Team, Finance and Accounts Receivable. Brought this to the attention of the Credit Manager.
- Presented my finds with actual figures per customer to the General Manger and the NSW Sales Manager and Team.
- Arranged meetings with the individual Sales Managers to go through and get sign off on the Pricing, Verified Damaged Claims and Rebates then processed Credit notes.
- Arranged customer visits to the customer along with Sales Managers to discuss the disputed claims, reaffirm the Boral Claims Processes and to ensure payments were made on time to claim the payment rebates they were deducting.
- This business was sold, I oversaw the transition of processes, New Credit Applications, credit checks, worked closely with the pricing team and created per client handbook on how to maintain these 15 x blue chip customers from an accounts receivable
- Received praise from my Credit Manager for the results and debtor day reductions
- Received a State Award for my efforts for creating a more effective claims process for the major customers in NSW
- Partnered with credit departments to review accounts for accuracy and potential adjustments, optimizing billing processes.
- Implemented timely escalation procedures when necessary, ensuring prompt attention is given to high-risk accounts.
Skills
- Strong analytical thinker
- Detailed customer interaction documentation
- Phone-based assistance expertise
- Proficient in customer issue management
- Effective verbal and written communication
- Compassionate communication
- Effective negotiation abilities
- Coaching and mentoring
- Escalation management
- Record documentation
Certification
- National Criminal History Record Check in accordance with the Disability Inclusion Act 2014
- Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012
Software Experience
• Customer Management Tools: ServiceNOW, BMC Remedy User, Premier Contact Point (PCP) and Genesis phone systems
• Finance & Procurement Tools: SAP, Edbuy, PCards
• IT & User Support Tools: Microsoft Azure, UDM Remote Assistance, Quick Assist
• Operating Systems & Browsers: MS Windows, Edge, Chrome, Firefox, Safari
• Authentication & Security Tools: ZScaler, Multi Factor Authentication (MFA), IDM Dashboard
• Productivity Tools: Office 365, MS Teams
Timeline
Senior Customer Service Officer
Department of Communities and Justice
04.2025 - Current
Senior Customer Service Officer 3/4
EDconnect, Department of Education
01.2024 - 03.2025
DMT Case Manager
Telstra Corp
01.2018 - 01.2019
Commercial Collections Officer
Boral Plasterboard Pty Ltd – Blacktown, NSW
01.2014 - 12.2014
Commercial Credit Controller
CSR Viridian Pty Ltd
01.2014 - 01.2018
IT Service Desk Analyst 3/4
EDconnect, Department of Education
2019 - 04.2025
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