Customer Service Professional

• Jun 2020 - Present

Customer Operations Specialist

• Oct 2016 - Aug 2019

Telstra for Public Safety Network - In this role I functioned as the main point of contact between Telstra and the customers for escalated issues regarding all aspects of service, program and project delivery. I developed and drove continuous improvement of business processes to increase quality and overall satisfaction of customers. I ensured all service levels and contractual obligation were met, performance requirements were achieved and governance meetings addressing issues as well as service risk processes were managed appropriately. I proactively engaged with all assigned customers to develop their understanding of the Telstra products and services. I ensured that the customer base received the appropriate level of customer service and technical support by handling unresolved and escalated customer issues with prompt and courteous service. I developed and maintained strong professional relationships with key stakeholders throughout Telstra and with all assigned customers. I endorsed sales and bidding processes by providing SME input on the service delivery model solution and its components whilst providing cost advice on the service delivery management aspects of the bid. I performed data analysis and quality control within established service level agreements. Equally important, I conducted major incident management responsibilities, including timely and accurate reporting of incidents and resolutions. I shared customer feedback and information with other team members in order to continuously improve and evolve the customer experience and ensure customer loyalty. I removed roadblocks and resolved service matters related to the non-payment of invoices. I continuously looked for professional development opportunities through formal and informal learning experiences. I demonstrated professional effectiveness through efficient time management, effective organisation of work and interpersonal interactions.

Asset Manager

• Nov 2012 - Oct 2016

Telstra Corporation for Tattersall’s Holdings- As an Asset Manager, I accordingly utilised audit and reporting tools both for the client and Telstra to clearly identify inaccuracies in the client and Telstra asset records resulting in the development of accurate asset records. I accurately identified and addressed any services that the client should have cancelled or returned in order to minimise expenditure. Moreover, I verified and assessed services purchased whilst creating bills to ensure millions of dollars of services billed according to agreements of the contract. I recognised and classified issues affecting accurate asset as well as billing and collaborated with the client to enhance asset management and processes accordingly. In this role, I developed and maintained strong professional relationships between the client and Telstra in order to deliver a wide variety of products and services in a timely manner, with accurate billing and asset records. I provided direct support to project teams to ensure that all solutions were delivered in an effective and timely manner. Also, I produced and distributed asset and billing reports, which were submitted to the executive management of the customers each and every month as required. I ensured compliance with internal and external regulatory requirements. On top of that, I established and maintained a cohesive and mutually supportive work environment.

Sales Associate

• Apr 2005 - Oct 2012

As a Sales Associate, I worked collaboratively with QLD government departments to properly handle the necessary adjustments to their telecommunications services and data networks after the QLD elections. I facilitated collecting of contracts and afterwards post-contract implementation to ensure accurate billing and provision of services. Besides that, I offered additional customer support in the absence of the account executives or in relation to projects, complaints, product information and issues, including the generation of sales leads for account executives. I properly managed and coordinated the implementation of all QLD Government CustomNet services and applications. Also, I provided reporting and assessment of sites, products, billing and billing to contract for both the team and clients. I performed system updates and attended customer meetings as required. Moreover, I was responsible for providing debt management assistance as well as providing updates and reporting on claims. I conducted Customer ID Number (CIDN) and Account assessment to simplify account structures, reduce the number of accounts whilst cleaning up outdated debits and credits. Equally important, I investigated sales claims whilst providing the required documentation and credible evidence of sales as well as data entry for the team. Additionally, I managed the system used to ensure that customers receive their bills through a disk accurately and in a timely manner.

Business Administration Officer

• Aug 2004 - Jun 2006

In this role, I worked cooperatively, as part of a team to provide efficient and effective secretarial and administrative support to the office of 160 staff members. I complied with individual responsibilities for health and safety in the workplace, including taking action to reduce the risk to self and others as well as contributing to the maintenance of a healthy and safe working environment. Furthermore, I developed and maintained training records, the MSD records and incident records whilst participating in external audits. I worked as a part of the fire emergency team, as the floor warden for five years and a member of the building health and safety committee. Besides that, I monitored and maintained office equipment and inventory supplies as well as ordering replacement supplies as required. I developed, updated and maintained records and databases on a regular basis. Additionally, I coordinated building and maintenance issues for general repair and updating. I organised and coordinated special functions and various social events. Also, I audited staff mobile phone usage and provided reports to the senior management as required. Moreover, I made a significant contribution to the management of expenses whilst ensuring all bills were paid in a timely manner. In addition, I updated credit card expenditure records and provided some diary management for managers.