Louisa Collett

Since emigrating from England in 2012 I have worked in multiple industries hospitality, IT and medical. Each role has required a level of customer service and assisting people which I have always loved to do; from helping my parents with their mobiles to supporting customers with their IT technical issues over the phone or in person. I’ve worked with clients in the oil and gas industry, government sector as well as private companies during my four years at Zetta and 2 years at Cirrus. During my time as a Service Desk Team Lead, I managed teams in Perth, Melbourne and Canberra visiting each state, assisting in training new team members, updating processes and documentation, recruiting and hiring, as well as resourcing and managing project transitions from Professional to Managed Services. I’m always looking to improve processes and customer’s experiences one way I did this was by becoming the SME for the ticketing tool Cherwell, carrying out its upgrade from V9.1.1 to V9.6.3 and creating a new customer portal for clients to submit requests, incidents and open/close their tickets via a Service Catalogue. I’ve assisted in combining different state service desks to form one National Call Support Centre allowing phone support hours to expand from 8 hours a day to 12. From working with multiple clients, I have gained skills in management by coordinating tasks and teams as well as recently learning new skills in the medical field at St John of God. I’m a highly motivated individual and enjoy taking on new challenges and responsibilities.