Sam Speaking

Run a small business refurbishing and recycling IT hardware for commercial clients, handling customer relationships, collections and delivery.

Led day-to-day IT service delivery for a national organisation, accountable for service quality, vendors and stakeholder expectations. Established CSAT, SLA and service-trend reporting to improve visibility and leadership decision-making.

Managed service desk operations and client relationships across a national, multi-site environment. Led and coached the service desk team, improving service quality, accountability and customer satisfaction.

Joined to help build a new managed services department, covering presales through to post-sales support. Led 22 new customer onboarding projects and coordinated suppliers, technicians and client staff.

Supported 20 client queues by phone, email and in person, resolving incidents and requests within SLAs and keeping customers updated.

Delivered 24/7 support to large multi-national customers and coordinated Severity 1 critical incidents with customers and technical teams. Wrote an operations guide and support procedures used by the Manila contact centre.

Managed customer complaints and disputes, met department KPIs, created repair processes that saved time and avoided disputes, and ran staff training.

Handled escalated complaints, selected for a four-person team monitoring sensitive accounts as required by ASIC, and recovered $1.5 million through fraud detection and recovery.

Completed a Certificate IV in IT Systems at TAFE NSW in 2010.

Completed a Diploma of Business at Sydney West International College in 2004.