1. RESUME - MAUREEN ROFFEY
Unit 34/ 62-66 Springwood Rd
Rochedale South QLD 4123
Home Telephone: 07 3162 0624
Mobile: 0413 49 3355
Career Objectives
The sights are set on utilisation of excellent analytical, organisational, communication &
interpersonal skills to provide excellence in customer service. The aimis also to capitalise on a
demonstrated ability to assess both internal and external customer needs and provide the
appropriate service to meet those needs in a pro-active and professional manner.
Key Strengths
 Customer Service focussed career in Retail, Finance, Health Insurance sales & service with
transition into IT Service Delivery in 2003
 Pro-active can-do attitude with a recognised ability to troubleshoot incidents and co-ordinate
projects, make decisions and implement efficiency improvements to ensure an optimum
performance level and customer satisfaction
 Highly developed Telephone Support skills as well as Face to Face liaison with internal and
external customers, providers and vendors
 Ability to co-ordinate and present at meetings and cater to small and large functions efficiently
and with high level of delivery
 Proven skills in IT Incident Management Tools [ServiceNow, Remedy & Infra] for Reporting and
Record Management, Administration functions,
 MS Office intermediate skills with focus on Excel, Word, PowerPoint, Outlook etc
 Intranet and Internet proficient and able to publish in web environments
 Exceptional time management and organisational abilities
 Proven high level written and verbal communication skills
 High degree of interpersonal skills in both office/business and social environments
 Works effectively in a team and autonomously and contributes outside the square thinking to
achieve goals and objectives
 Able to adapt and manage change effectively and assist others in doing so
Education and Professional Development
 ITIL Foundation Certificate v3
 MS Office Intermediate - Excel / Word / PowerPoint / Outlook
 Managing Leadership Growth, Developing Supervisory Skills, Coaching Skills, Understanding
Supervision, Interpersonal Skills course certificates
 Corporate & Commercial Certificate of Excellence in Performance
 Certificate of Excellence in Customer Service & Marketing – Eastern Suburbs – Randwick
 Certificate of Excellence in Customer Service & Marketing – Eastern Suburbs – Double Bay
 PCI Compliance modules
 Trade Practices Compliance Programmes
 Conversant with the Privacy Act guidelines
 Positive Language & Handling Difficult Situations (Gibson & Assoc)

2. RESUME - MAUREEN ROFFEY
Unit 34/ 62-66 Springwood Rd
Rochedale South QLD 4123
Home Telephone: 07 3162 0624
Mobile: 0413 49 3355
Professional History
Home Care Assistance Oct 2013 to date
Bupa Australia
Service Desk Reporting & Business Co-ordinator 2007 to Oct 2013
Responsibilities:  Compilation and presentation of ALL reporting for IT Australia wide in line
with and above agreed SLA’s - Review, develop, design and evaluate report
portfolio and new requests – training and assistance to others in reporting
functionalities as required
 Provision of critical support activities IE: Audit compliance, quality
assurance, ServiceNow & Remedy database administration, driver of
continuous improvements
 Analysis and maintenance of database integrity in multiple forums –
reporting of anomalies to management and users to minimise outages
 Handling of Incidents and Requests redirected from Service Desk
consultants as a 2nd Level Support liaison – and assist the team with overflow
of calls during peak periods of service covering phone andemail queries
relatingtosystems,printers,software andhardware avg:10 callsa day
 Administration of user Accounts and Service Desk Consultant access and
security levels within the company - general queries such as password
resets, word/excel and other application assistance
Other duties undertaken in this role include: Co-ordination and management of all functions for
the IT Team in Brisbane – Meetings, catering, stationery, social gatherings etc. One-on-One
coaching & training of Service Desk team to assist with process improvements, maintain and
improve Service Desk processes with document standardisation and writing, publication on SD
webpage, Messagestick administration process, Dissatisfied customer surveys management
Achievements
 Role in ServiceNow Project team [Oct 2012] to manage transition of “like-for-like” Remedy
reporting into ServiceNow with successful outcome and no disruption to BAU reporting
 Successful maintenance and creation of a portfolio of 214 reports for BAU reporting on a Daily,
Weekly & Monthly basis – including a suite of Service Desk, Incident & Problem Management,
Change Management and Release Management reports as required by those teams to
successfully monitor their workflows and report to executive level
 Instrumental in the automation of the Service Interruption reporting to provide a more
efficient environment for management of Priority 1, 2 and 3 Incidents
 Creation of all communications to “customers” and management in relation to Service Desk
Customer Satisfaction Surveys, Outlook scripting, and general process documentation.

3. RESUME - MAUREEN ROFFEY
Unit 34/ 62-66 Springwood Rd
Rochedale South QLD 4123
Home Telephone: 07 3162 0624
Mobile: 0413 49 3355
Medical Benefits Fundof Australia Oct 1997 – Oct 2013
IT Service Desk Consultant Feb2004 to 2007
Queensland
Handling ofphone and email queriesrelatingto systems,printers,software and hardware
Administrationof useraccounts and access levelswithinthe company, general queriessuch as password
resets,word/excel assistance Avg: 45 – 50 calls per day
Applications:AD, Citrix,Remote Access,Database administration,ServiceNow,Remedy,Telephony,
Messagestick,Infra and others
NIH Consultant – IT Services Feb2003 to 2004
Queensland Handling of phone and email queriesrelatingto systems, printers,software and hardware
(MaternityRelief) Social ClubRepresentative
NTS Consultant – Customer Service Department July2002 to Feb2003
Queensland Handling ofRules and Guideline issuesforBranch and Claimsteams
Social ClubRepresentative
OperationsConsultant – AdministrationTeam May 1999 - June 2002
Contact Centre Queensland Management ofall written communicationsout of the Call Centre
Reliefonreception,Social ClubRepresentative
Achievements with MBF
 Initiatedacoordinatedcorrespondenceaccesssystemwiththe implementationof aLetterLibraryinto
the Contact Centre thusenablingefficientissue andretrieval of correspondence –100% improvement
inretrieval of correspondence issuedfromthe ContactCentre forManagementandConsultantfollow-
up work.
 ImplementedaLetterAnalysisdatabase tohighlightthe typesof lettersrequestedanduse asa
coaching/trainingtool formanagement
 Instrumental inthe designandspecificationsrequiredforthe automationof requestsgeneratedby
Contact Centre consultantsformembers.Analysingandpinpointingthe specificactivitiesandtasksfor
implementationbythe CFSProjectTeam.
 Developedandimplementedareference systemforupto date staff details(180 nationally) - now
distributedandusedcompanywide byvariousotherdepartments.
 Social ClubRepresentative:FunFactorco-ordinator– includingfunctions,catering,raffles,sweeps

4. RESUME - MAUREEN ROFFEY
Unit 34/ 62-66 Springwood Rd
Rochedale South QLD 4123
Home Telephone: 07 3162 0624
Mobile: 0413 49 3355
ANZ Banking Group Ltd Sept 1984 toDec 1996
Team Leader – Term Depositsand VoucherTeam – 7 Staff Jul 1994 - Dec 1996
BusinessBanking – Queensland
Responsibilities:  To ensure all policyandprocedural guidelinesare maintainedwhile
providingasuperiorlevel of servicetohighprioritycustomers.
 Balancingandspecifyinglarge investmenttransactions.
 Checkingandimplementationof processimprovementstoincrease
efficiencieswithinthe Team.
OfficerIn Charge – 11 Staff Jun 1989 - Jul 1994
BusinessBanking DivisionWesternAustralia
Responsibilities:  Establishmentandcontrol of remote office forbusinessunit.
 Recruitment,trainingandsupervisionof staff ondayto dayoperations,
adherence tolegislativerequirementsandBankregulations.
 Control of expenditure budgetinthe amountof $146,000.
 Directreportingto SeniorState ManagerInternational Business
Systems – Melbourne.
Achievements withANZ
 Establishedandmanagedremote Perthoffice forBusinessBankingdivision,whichentailedsetupof
office location,office equipmentandexpenditures,recruitmentandtrainingof staff;implementation
of companypoliciesand procedures;highprofile customerintroductions;service andsupporttoboth
internal andexternal customers. Certificate of Excellence andMonetarybonusachieved.
 Managed the integrationof twohighprofile businessunitsincludingall aspectsof office relocation,
administration,retrainingof staff andimplementationof rosterswhichresultedin100% reductionof
overtime.Monetarybonusachieved.
 Creationof Automated Special AnswerRegisterwithinthe BusinessBankingDivisionof ANZ Brisbane to
provide datato ANZTreasury resultinginthe retentionof customertransactions &investmentcapital
inthe amountof $10M
Previous Employment Experience
PABXConsole Operator–ANZBankingGroup NSW
PropertiesandInsurance Clerk –KatiesNSWLimited
Eggroom Supervisor–Hi-Line ChickenHatcheriesNSW
BowserAttendant –The OaksPetrol StationNSW
Retail Assistant –variousretailers:Hardware supplies,SnackBar,Café,Newsagency
Referees
Readilypresenteduponrequest.