Digital UX Product Designer

• Sep 2021 - Present

CX Specialist

• Nov 2019 - Sep 2021

Review of existing customer journey, motivations and business needs to identify opportunities to enhance the existing customer experience.Driving and managing the end-to-end implementation of customer centric service and process enhancements with responsible business units.Collaborating with key business stakeholders to gather and assess data, identify root cause of bottlenecks and providing recommendations to address and implement into BAU practise.Management of customer engagement sessions to ensure continued excellence in service delivery.Resolving, managing and implementing changes to customer service requirements from an operational and business development perspective.Working with Sales & Business Development Managers on strategies to continually add value to customer service and product development to optimise customer experience.Facilitating, tracking and reporting on internal and external customer experience improvement workshops.

Key Account Manager (Acting)

• Sep 2019 - Feb 2020

First point of contact for industry entrants and new customer relations; processing the onboarding of new customers, products and services.Managing customer communications and work flow escalations through to resolution.Execution of contracts and variations and system onboarding to new products and services.Using a range of systems and databases to maintain customer correspondence, pricing schedules and invoicing documentation.Working collaboratively with clients and internal business owners to continually improve the customer experience and design appropriate solutions to customer business requirements.

CX Advocate

• Jul 2018 - Sep 2019

Representing the customer within new product and operational delivery; the custodian of the customer experience from a proactive and reactive perspective.Collaborating in innovation whilst ensuring an holistic customer experience approach is taken to digital platforms and services.Maintaining strong relationships with key stakeholders to influence and promote customer centricity within business process and practises.

Metering Services Co-Ordinator

• Jan 2015 - Jul 2018

Delivering prompt, accurate and timely resolution to customer service requests.Extensive participation and influence within the development and implementation of new systems and processes; leveraging customer and user experience to ensure value add.Building and maintaining strong positive relationships with customers and contractors to exceed set KPI’s and deliverables. Coaching and training peers to improve personal and team performance.Challenging the status quo; continuously looking for ways to innovate, simplify and add value to the customer and user experience.Advocating change; dedicated to employee engagement and creating an inclusive and enjoyable workplace.

Team Performance Coach

• Mar 2011 - Oct 2013

Inducting new employees, providing a comprehensive training package with supporting guidance documentation.Completing quality assurance analysis evaluations of team members to identify areas of performance improvement and further training opportunities.Leading one-to-one feedback sessions with team members, encouraging self-analysis of user performance prior to implementing a mutually agreed quality assurance improvement plan.Maintaining excellent rapport with team members and stakeholders to create a supportive and positive development environment.Working with management to simplify business processes to enable more focus on customer experience.

Customer Service Representative

• Jul 2007 - Mar 2011

Delivering an excellent customer service for change of supply, consumer billing and new connection queries.Managing escalated consumer complaints ensuring accurate and timely resolution, promoting continuous development of business process and practises.Upholding exceptional communication to maintain strong relationships with project analysts, managers and key stakeholders; ensuring project alignment and successful outcomes.Project assistance through implementation of SAP systems. Completing user testing, with a core focus on advocating the customer and user experience.Providing training and creating user onboarding process and documentation for SAP user platform migration. Maintaining positive and engaging interaction with users to create a seamless and supportive transfer period.