Tracey King

National Field Metering Operations and Delivery Manager at Mondo
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Contact Information
us****@****om
(386) 825-5501
Location
Greater Melbourne Area

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Darren Pace

Tracey is an outstanding program manager and a retail and customer experience expert. Tracey mentored me as I found my feet at the beginning of a major project. Her guidance, structure, and wisdom set me on course for success that wouldn't have possible without her. She takes the time out to coach and mentor and connects people that need to be connected.

Mary Lancaster

Tracey has the ability to see the big picture quickly and clearly, and to devise strategy options that cater for all possible permutations. She is a clear and concise thinker, a great communicater and team leader. She has excellent skills in client management and liaison, and in working with management at all levels. Tracey believes in managing and leading to support her people - including her internal team and clients. She is straight-forward in her dealings with people and has the life experience needed to lead others.

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Experience

    • Australia
    • Renewable Energy Semiconductor Manufacturing
    • 100 - 200 Employee
    • National Field Metering Operations and Delivery Manager
      • Feb 2021 - Present

    • Metering Field Delivery Manager
      • Dec 2020 - Feb 2021

      Provide operational management of the Planning and Scheduling team, Subcontractor Management function, and of the Field Metering team, directly responsible for field installations and operation and maintenance for the contestable metering business and the provision of contracted services to DNSPs. Leveraging the team’s capabilities, the role will provide field related support for Distributed Energy Resource (DER) infrastructure customers as the business increases its footprint in the emerging market.This role is accountable for ensuring the highest level of customer service, taking a customer centric approach to providing field metering services whilst ensuring business requirements are delivered in a safe, compliant, efficient, and effective manner. The role will directly lead the delivery of these services and support the growth of new business

    • Australia
    • Outsourcing and Offshoring Consulting
    • 300 - 400 Employee
    • Customer Solutions Specialist Covid 19
      • Aug 2020 - Dec 2020

    • Project Manager
      • Jun 2020 - Jul 2020

    • Australia
    • Utilities
    • 700 & Above Employee
    • CX Project Manager
      • May 2019 - Jun 2020

    • Retail Commercial Analyst
      • Apr 2018 - May 2019

    • Retail Commercial Analyst ( Power of Choice)
      • Feb 2017 - Apr 2018

    • Retail Markets Project Manager
      • Dec 2016 - Feb 2017

    • Australia
    • Utilities
    • 1 - 100 Employee
    • Head of Metering Operations & Customer Experience
      • Jul 2015 - Dec 2016

    • Head of Metering Operations
      • Aug 2014 - Jul 2015

    • Australia
    • Utilities
    • 700 & Above Employee
    • Sales Assurance Manager / Channel Support Manager
      • Mar 2013 - May 2014

      To lead a team dedicated to assure quality, compliance and operationally excellent performance of third party sales channels. Responsibility includes co-ordinating activities between channels and specialist functions within Origin on topics such as quality, compliance, monitoring of non-sales SLA’s and KPI’s, complaints, non-sales training (Product, Process etc), Invoice reconciliations (CAN/DIS files etc), Weekly/Monthly/Quarterly business reviews, review and input into channel contracts. The Sales Assurance Manager will hold key relationships with the channel managers, third party channels directly and other internal functions such as quality, compliance, risk, legal, regulatory, governance, procurement, continuous improvement, training, marketing, BPO, complaints and finance.

    • Channel Manager
      • Sep 2012 - Mar 2013

    • Australia
    • Renewables & Environment
    • 1 - 100 Employee
    • Client Relationship Manager
      • Jul 2011 - Sep 2012

      Managing all aspects of an outbound telephone operation for one of Australia's largest energy suppliers. This is a true greenfield operation which involved find the premises, setting up a new callcentre, recruiting, inducting and training staff. Complete set up of processes, and policies, client managemnet and reporting Managing all aspects of an outbound telephone operation for one of Australia's largest energy suppliers. This is a true greenfield operation which involved find the premises, setting up a new callcentre, recruiting, inducting and training staff. Complete set up of processes, and policies, client managemnet and reporting

    • Australia
    • Utilities
    • 700 & Above Employee
    • Solar & Energy Efficiency, Project Manager
      • Feb 2011 - Jul 2011

      • Managed 3 way client relationship with Bovis Lend Lease, AGL and other partners• Ensure regulatory, compliance and risk requirements have been considered during the accreditation process for products, services and associated channels• Assisted with the Carbon Renewable home energy assessments and solar programs including vendor selection and tender issue and review• Ensure communications, sales activities, marketing and customer interactions are consistent and in-line with AGL Brand Values and conduct, as well as AGL legal and regulatory requirements• Increase Sales Force effectiveness through collaborative development and implementation of leading edge processes and technologies• Decommissioned channel

    • Retention Program Manager
      • Aug 2009 - Jan 2011

      As a member of the Retention Strategy Team, this position is responsible for identifying and leading retention programs across the business. The Retention Program Manager will identify key drivers of churn and develop programs to lower resultant churn levels. This will involve establishing and leading cross-functional teams, scoping, deep dives into drivers and root causes of churn, and developing and deploying solutions to alleviate churn.

    • Sales and Channel Development Manager
      • Jun 2004 - Aug 2009

      Key tasks undertakenChannel Development Strategy•Develop and document channel development strategy that stipulates: Commercial framework Headcount requirements Geographical approach Business reporting  Quality measurement Continuous improvement•Socialise and gain endorsement of the strategy across the Sales Executive Group, ensuring alliance with overall business objectives.•Ensure that the processes and tools developed engage key stakeholders from across the business in the assessment process (eg: Sales, Marketing, Finance, Legal, Risk, Compliance)Commercial Agreement Management•Manage the maintenance and development of the commercial framework for the telemarketing outsourced arrangement•Manage the execution of any new channel agreements and termination of existing as required•Work with relevant internal stakeholders to ensure that agreements meet the business, legal & regulatory requirementsFinancial Management•Preparation of monthly financial reporting reflecting actual spend to budget•Preparation of all business cases relating to change initiatives including margin impacts relating to product offers •Ensure costs associated with identified initiatives fit within Sales and Marketing budget expectationsTelemarketing Operational Management•Execute effective selling strategies allowing for multiple providers across multiple urban and rural geographical boundaries including but not limited to: South Australia Victoria NSW QLD•Ensure operational performance meets all KPI’s reflected in commercial agreements•Manage the development of all operational reporting required to reflect performance to agreed targets •Work closely with the Commercial Team, manage the development of new products/market offers that are specific to each identified opportunity

    • Australia
    • Non-profit Organizations
    • 700 & Above Employee
    • Call Center Manager
      • 2001 - Jun 2004

    • Customer Advocate & Education Services Manager
      • 1999 - 2001

      • Sales of Call Centre infrastructure (predictive dialers, multimedia systems, call recording, help desk systems). Negotiated and secured sales including tender submissions and presentations. • Developed existing accounts and acquired new account business. This included responding to major tender proposals and sales projects • Presales: ascertained client needs and cost parameters; formulated appropriate product packages and made effective sales presentations. • Created the Education Services Department, including marketing, sales, course design, and delivery and asia pacific user group with clients including: ST George, CUB, GE Capital, WBC, Telstra, RACV, Royal Blind Society, Bank SA, NRMA, First Data Corp, ICT Australia, Cellarmaster Wines, Card Member wines NZ, Theo’s liquor merchants, Deutsche Bank, BMW, Ord Minnett, American Express • Completed predictive dialer technical and installation training Virginia USA • Trouble shoot customer problems and act as customer advocate as needed.

    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Systems Operation Manager
      • 1999 - 1999

      • Responsible for the successful running of all outbound campaigns. This included technology, data management, script writing, training, team coaching, work force management, report writing and analysis against gross profit margins. • Sole individual in charge of operating predictive dialer for a 180 seat outbound centre. • New Business Development - proposal and tender submissions. • Responsible for the successful running of all outbound campaigns. This included technology, data management, script writing, training, team coaching, work force management, report writing and analysis against gross profit margins. • Sole individual in charge of operating predictive dialer for a 180 seat outbound centre. • New Business Development - proposal and tender submissions.

    • Call Center Operations Manager
      • 1994 - 1998

      • Improved operational productivity by 30% through understanding of infrastructure and practical implementation of process re-engineering. • Successfully managed campaigns for the following companies: ANZ, Australian Red Cross, Australia Post, BOC Gases, Carlton United Brewery, GE Capital, Laminex Industries, Melbourne Symphony Orchestra, NAB, Telstra, United Energy. • Performance Management and motivation of up to 80 staff. • Reaching team targets, with a focus on call centre kpi measurements

Education

  • Thornbury
    -

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