Nov 2021 – Present
The Access Group – https://www.theaccessgroup.com/en-au/
The Access Group is a British software company based in Loughborough, England. It was founded
in 1991, and currently has more than 5,000 employees. It provides business management software
to over 47,000 organisations across the UK and Asian-Pacific region.
ROLE AND RESPONSIBILITIES
• Manage 100+ corporate clients from different tiers in SA, WA and QLD;
• Work with clients to scope and deliver business solutions;
• Regular Client contact, in person meetings and online catchups to keep clients engaged;
• Managing relationship and communication with the client and all stake holders ensuring the
project is delivered to their satisfaction.
• Looking at the licensing requirements of the clients;
• Cross selling consulting and other modules to existing clients;
• Provide quotations for chargeable work;
• Liaise with consulting team, Tech Team to achieve the best results for clients;
• Provide Strategic updates of The Access Group to clients in regular catchups;
• Run Demo sessions of different modules for clients for their better understanding;
• Run Presentations and Webinar for wider client base;
• Present best practices in the industry to clients;
• Strong focus on customer satisfaction and 100% retention from Sales to onboarding;
• Work closely with the executive management to ensure client feedback is heard and acted
upon;
• Manage the end-to-end onboarding process involved in the deployment of the solution for
new clients;
• Foster strong and ongoing relationship with clients built around enabling clients to maximise
benefits of using solution over the full duration of their contract.
Apr 2017 – Nov 2021
APS – Reckon Group – www.reckon.com/au/aps/
Reckon is an Australian software company that provides desktop and cloud-based accounting software for accountants, bookkeepers, small to medium businesses, and personal users. The
company has offices in Australia, New Zealand, the United Kingdom, and the United States. Reckon
is listed on the Australian Securities Exchange. Reckon has over 600,000 businesses using its
software across Australia and New Zealand.
ROLE AND RESPONSIBILITIES
• Work remotely from Brisbane full time for Sydney office;
• Part of the Australian tax team in the capacity of Product Champion with knowledge of
Australian Tax and Practice Management suite;
• Work effectively alone remotely and in team environment when work from office.
• Escalating calls to development and keeping client upto date with the progress of escalations.
• Selling chargeable support to generate revenue for the department;
• Providing cost estimates on chargeable support jobs. Sending all the paper work to client upon
acceptance filing and archiving them in system;
• Dealing with the top management and lower management of valued clients. Communicate
with all levels in the organization;
• Helping with installations of the APS product suite for clients via remote connections;
• Looking at the calls that they don’t breach the SLA’s which are set in the Call Centre;
• Writing Knowledge Base Articles to help client get the best experience;
• Experience with running scripts on SQL databases;
• Backup and restore procedures on databases;
• Escalating the calls to the next level in a timely manner;
• Working on both peer-to-peer networks and terminal servers;
• Helping clients in integration between APS and Microsoft Office;
• Communicating with all types of professionals and other departments within the organisation
via telephone, e-mail and one to one;
• Mentoring new staff;
• Running internal training sessions.
ACHIEVEMENTS
• Part of the team that brought down the Tax team’s Call Log from 1000+ to no new calls;
• Developed new quality standards in the support centre to provide better quality service to
clients;
• Received Outstanding
Achievement Award;
• Identifying potential sale opportunities while in contact with client and then passing on those leads to the relevant departments for follow up.
Dec 2013 – Apr 2017
Australia Post (Riverview Outlet) – www.auspost.com.au
Australia Post provides postal services in Australia and its overseas territories. “Australia Post” is
the trading name; Australian Postal Corporation (formerly the Australian Postal Commission) is the
Australian-Government-owned entity responsible for the services.
ROLE AND RESPONSIBILITIES
• Running Riverview Post office as Postal Manager and the Licensee in the retail Capacity;
• Managing 50+ corporate accounts;
• Cash flow management and budgeting of the post office;
• Filing of all the Activity Statements and daily bookkeeping;
• Stock Management, maintaining minimum stock levels and reordering of stock;
• Answering Customer Queries Face to Face and on Telephone;
• Updating customers’ records with all the interactions with them;
• Making sure that the post office is compliant with all the legislation and government
requirements;
• Adapting and implementing change. As legislation changes so as the processes;
• Conflict Resolutions in case where customers have issues with deliveries. Provide solutions
according to the procedures set out by Australia Post;
• Explaining current legislation and timeline for deliveries to customers;
• Cross selling new products while discussing existing;
• Selling new services to customers;
• Introducing new products to customers that walk in;
• Time management for Mail Sorting and Deliveries pick up;
• Mentoring of new and existing staff.
ACHIEVEMENTS
• Won Retail reward program for three months in the financial year of 2016;
• Received numerous letters of acknowledgement from Australia Post on providing exceptional
customer service;
• Demonstrated superior customer service when interfacing with customers which resulted in
80% improved feedback of customers in our monthly surveys;
• Established good working relationships with customers/clients.
Jul 2012 – Sep 2013
IBM – www.ibm.com
IBM is a global technology and innovation company that stands for progress. For more than a
century, the company has focused on helping build a smarter planet. With operations in over 170
countries, IBMers around the world invent and apply software, hardware, business consulting, and
technology services to help forward-thinking enterprises, institutions and people solve their most
complex problems
ROLE AND RESPONSIBILITIES
• Implementation of Oracle HRMS and Oracle Financials;
• Monitor Team Activity;
• Highlight and give methodology to resolve project risks;
• Manage Project activities to be delivered on time;
• Understanding client requirements;
• Prepare cost estimate on client requirements;
• Business Process analysis and Modelling;
• Requirement gathering and requirement analysis;
• Business Processes Re-Engineering;
• Data Conversion Plan;
• Complete functional setup;
• Quality assurance;
• UAT (User Acceptance Testing & Training);
• User Training sessions;
• User Documentation Guides;
• Monitoring Project Status;
• Project Support.
ACHIEVEMENTS
• Implemented Oracle HRMS and Oracle Financials in HBL utilising a team of 15;
• Customisation of Oracle Financials at Meezan Bank utilising a team of 2;
• Improved the accuracy of budgets and forecast;
• Improved support services provided to the clients.
Oct 2006 – Mar 2012
Advanced Professional Solutions – www.aps-advance.com
APS is a relationship focused service organisation that moulds award-winning practice software
around the individual business requirements of each of their accounting and consulting firm
clients
ROLE AND RESPONSIBILITIES
• Running of tax team in the support centre;
• Selling chargeable support to generate revenue for the department;
• Providing client services and support on Practice Management and APS tax modules;
• Providing cost estimates on chargeable support jobs. Sending all the paper work to client upon
acceptance filing and archiving them in system;
• Dealing with the top management and lower management of valued clients. Communicate
with all levels in the organization;
• Installing the software on Client’s Site and running onsite training sessions;
• Looking at the calls that they don’t breach the SLA’s which are set in the Call Centre;
• Writing Knowledgebase articles for known issues and there fixes and then publish them on
company’s website;
• Managing Beta Projects on new releases and service packs from planning stage to the final
stage of the product/service pack release;
• Trouble Shooting SQL databases;
• Installing and configuring SQL server 2000, SQL Server 2005 and SQL 2008;
• Running scripts on SQL databases to fix data issues;
• Backup and restore procedures on databases;
• Interpreting large amounts of data and providing clients with clear and concise solutions;
• Helping clients in installations of the software and service packs;
• Escalating the calls to the next level in a timely manner;
• Working on both peer to peer networks and terminal servers;
• Helping clients in integration between APS and Microsoft Office;
• Communicating with all types of professionals and other departments within the organisation
via telephone, e-mail and one to one;
• Mentoring new staff;
• Running internal training sessions;
• Using Epicor & Infra enterprise call logging systems;
ACHIEVEMENTS
• Wrote numerous Client manuals that went out with new releases and upgrades;
• Developed new quality standards in the support centre to provide better quality service to
clients;
• Improved the efficiency of Tax Team by 20%, by providing both training for new staff and
setting up training materials for them;
• Identifying potential sale opportunities while in contact with client and then passing on those
leads to the relevant departments for follow up.
Jun 2001 – Oct 2004
MYOB Australia – www.myob.com/au
MYOB, Mind Your Own Business, is an Australian multinational corporation that provides tax,
accounting and other services to small and medium businesses.
ROLE AND RESPONSIBILITIES
• Managing Beta Projects on new releases and service packs from planning stage to the final
stage of the product/service pack release.
• Responsible for ensuring smooth working of the call centre procedures and good working
relationship with the customers for the professional accounting team.
• Dealing with the top management and lower management of valued clients and to
communicate with all levels in the organization.
• Utilized Pronto and Heat Call Logging systems. I was responsible to deal with the escalated
calls for the accounting modules. Investigate them and report the defects in the system to the
research and Development team for enhancements in the software.
• Day-to-Day duties Included: taking escalations, writing reports on escalations, trends of issues,
writing knowledge-based articles for website, publishing knowledge-based articles, liaising
with research and development for escalated calls.
• Providing phone support helping accountants in restoring their databases from backups in case
of corruptions in their databases.
• Provide training to staff and customers on the new enhancements in Solution6 software and
Microsoft office products and helping them in installations of new utilities and
troubleshooting.
• Making courtesy calls to big clients to check if all systems are okay and if they have any issues
regarding the software or any beta programs that they are running.
• Have undergone a number of quality assurance programs for the upcoming releases and
performed many beta’s for service packs and new releases.
• Interpreting large amounts of data and providing clients with clear and concise solutions
• Attend regular meetings and perform weekly and monthly reports based on my findings.
• Communicating with all types of professionals and other departments within the organization
via telephone, e-mail and one to one.
• Liaised with different departments to help improve communicating various useful information.
• Ensure weekly meetings with team members and leaders to highlight key issues.
• Liaise regularly with senior management to discuss issues and help resolve these issues.
ACHIEVEMENTS
• Effectively managed and closed over 1000 support calls in a day with the help of 3 other
analysts;
• Manage multiple customers simultaneously;
• Resolved customer complaints by identifying problems and taking appropriate corrective
action – Resulted in 50% increase in department’s efficiency;
• Genuine desire to help and support clients and staff;
• Identifying potential sale opportunities while in contact with client and then passing on those
leads to the relevant departments for follow up to generate revenue for the company.
Feb 2000 – Jun 2001
Software System Engineer