Belinda L. Email and Phone Number

Performing weekly and monthly reporting, monitoring and timely progression of projects to meet KPI’s and data analysis activities.

Escalation point for complex basic connections and alterations; identification of process, tool and system improvements and applying and implementing solutions and associated training. This role utilised my high level interpersonal skills and business acumen to liaise with a diverse range of internal and external stakeholders.

A direct transfer to TasNetworks as of 1st July 2014 following the merger of the distribution arm of Aurora Energy and transmission company Transend. Continuation of the same roles and responsibilities with greater focus on Case Management.

Provide the interface and contact point for customers, developers, consultants, retailers and internal/external service providers, through giving advice, costings, correspondence and giving administrative support in activities primarily associated with alterations and extensions to the Electricity Distribution Network.

Managed through to resolution customer, complaints, claims and enquiries relating to the distribution business. The role was primarily responsible for communicating and negotiating with customers and other internal stakeholders to provide a satisfactory outcome for both Aurora and the customer.

Key challenges included development and implementation of sustainable strategic forward plans to deliver an agreed POW work within the customer and fault threads. Ongoing management of work progress, resolving issues causing delays, negotiating prioritisation over other threads’ work, understanding resource capability and availability, reporting on actual vs budget comparisons.

Network Services Works Management - Customer and Faults Threads. Monitoring, reporting and delivery of work to clients and service providers through development of effective relationships. Invoicing and checking costs against project budget and raising variations. Raising data integrity issues for rectification and performing changes as required. Sequencing and operational prioritisation of POW to meet client and business objectives.

Senior Call Centre agent including escalation of complaints, difficult customers, credit issues and support of staff in training.

Provision of high level customer service, primarily face to face, providing new supply indicative costs, tariff comparisons and recommendations and performing field based energy audits. Accompanied by intense office based customer service for a dedicated customer list of small to medium segment business customers.