Experience

JB Hi-Fi Business

• Australia
• IT Services and IT Consulting
• 100 - 200 Employee

• • Dec 2022 - Present

• • Jun 2022 - Dec 2022



Lactalis Group

• France
• Dairy Product Manufacturing
• 700 & Above Employee

• Order Processing Specialist

  • Nov 2021 - Jun 2022



Entity Solutions

• Australia

• Business Analyst

  • Dec 2017 - Jun 2021

  · Ensuring customer data is accurate (addressing, LOCID, ADBOR) · Manage projects for bulk customer site addressing validation at scale across major key enterprise customers. • Analysing and feeding back customer site addressing data to internal stakeholders and NBN Co for address validation and LOCID creation to facilitate customer connectivity to NBN and Telstra networks. · Drive NBN customer migration. Provide accurate Disconnection dates to sales to enable orders to be placed for prior to mandatory disconnection dates to reduce complaints due to disconnection. · Collaborate with addressing team to correct mismatches between e east and NBN portal to ensure system alignment · Manage inside sales escalation channel to fulfill urgent addressing requests for updates, removal of services and the roll back of services from completed status for any changes requiring remediation · Generated operational efficiency by creating training guides for internal stakeholders on utilising and efficiently filtering extensive NBN customer management system to locate specific customer data · Consistently seeking and providing feedback around process improvements, system function recommendations and operational efficiencies. · Developed and maintained close relationships with development team and other stakeholders to improve system efficiencies for locating and reporting of customer data. · Jira reporting (EPICS) to track teamwork progress. Show less



Telstra Business Centre Bayside

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• NBN Specialist

  • Feb 2017 - Aug 2017

  · Provisioning of Customer Contracts · Mentor Floor Staff with customer account enquiries · Contacting Customers to confirm order time/date · Dealing with BOH for system issues · Managing escalation of connection issues, missed carrier appointments and network shortfalls directly through Telstra and NBN Co stakeholders · Contract invoicing · Advocacy · Using ICE system · Conducting product, service, and hardware training to sales team for NBN voice and data products · Marketing & Events for NBN · Presentation Night Organising · Weekly Reporting on NBN Sales, withdrawals · CO-OP Claims Show less



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Provisioning Consultant

  • Sep 2016 - Dec 2016

  Provisioning of customer contracts Mentor floor staff with customer account enquiries Contacting customers to confirm order time/date Dealing with BOH for system issues Managing escalation of connection issues, missed carrier appointments and network shortfalls directly through Telstra and NBN Co stakeholders Contract invoicing Advocacy Using ICE system Conducting product, service and hardware training to sales team for NBN voice and data products Marketing and events for NBN Presentation night organising Weekly reporting on NBN sales & withdrawals CO-OP Claims Show less



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• • Sep 2015 - Dec 2015

  •· Level 2 liaison for the management and resolution of ongoing customer disputes within Service Level commitments· Provide regular and accurate issues synopsis to Management to lead improvement pieces of work· Work with the team to provide additional skills · Work with the customer to resolve all outstanding issues, providing a level of service above what is expected· Attend and conduct workshops, to deliver findings· Work with the Telstra Business centers, to assist improve their strategic NPS scores· Influence the training gaps and plans for the centers· Prepare and deliver reports to Executive and Senior stake holders.· Work with our third-party contractor to develop and operate a parallel team to assist with our dealer channel matters. Show less

• • Mar 2012 - Dec 2015

  • Contacting client who have ongoing disputes & resolving within set timeframes• Customer relations, helping the client choose the right solution for their needs• Acting as a Subject Matter Expert for the team and ensuring that I pass on knowledge and skills to assist management• Assist with training of the team, including products and systems• Work with the Centre operations lead to prepare and deliver processes to assist with how the team operates• Achieve sales measure• Meet NPS measure• Provide learnings from customers and situations where required• Assist with creating a happy and productive culture• Selling and assist with NBN enquiries• NBN Order quality control/escalations and product training. Show less

• • Jan 2015 - Sep 2015

  • · Level 2 liaison for the management and resolution of ongoing customer disputes within Service Level commitments· Provide regular and accurate issues synopsis to Management to lead improvement pieces of work· Work with the team to provide additional skills · Work with the customer to resolve all outstanding issues, providing a level of service above what is expected· Attend and conduct workshops, to deliver findings· Work with the Telstra Business centers, to assist improve their strategic NPS scores· Influence the training gaps and plans for the centers· Prepare and deliver reports to Executive and Senior stake holders.· Work with our third-party contractor to develop and operate a parallel team to assist with our dealer channel matters. Show less