Chloe Ho Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

• Ensuring that the BPO performs consistently and is appropriately resourced and managed to ensure delivery of SLA’s and KPI’s
• The specific areas of responsibility include the BPO delivery areas supporting Service and Onboarding
• Oversight of the Quality Performance of the BPO
• Oversight and management of the daily, weekly and monthly resource requirements of the BPO
• Analysing BPO performance to identify operational improvements
• Identify areas of improvement in existing processes Provide potential solutions for review by the Functional Leaders for approval

Melbourne, Australia

Manage performance of a functional portfolio to ensure performance in line with business targets and commercial SLA’s- Review of pipeline to track and ensure exception reduction- Process improvement weekly reporting on progress to identify areas requiring re-focus or further development- Initial project plan created and used by the Senior Performance Lead.

Melbourne, Australia

• Continuous monitoring of defined exception queues to ensure offshore processing is compliant against defined business process and any exceptions raised through are genuine and correctly classified.
• Ongoing monitoring of aging within defined exception queues to ensure work is being completed within defined SLA’s, engaging with vendor team leads where failure points are identified, then escalating to onshore BPO.
• Act as a liaison point to make customer, distributor or internal Origin staff to assist the vendor teams in the resolution of exceptions or issues
• Analyse inflow against assigned exceptions to identify and escalate issues to the respective Process Owners related to substantive inflow variations, or system/process failure points
• Analyse processing performance against defined exception queues to identify process improvements that have the potential to reduce either the frequency of exception generation, or the time take to action them.
• Evaluate requests for process change against responsible processes submitted by the offshore teams providing a balanced view of impacts, undertaking internal consultation as required in determining the most appropriate.

Melbourne, Australia

• Manage and maintain Major Account contracts (Corporate Multi Site Accounts: Strategic Purchasing, Department of Commerce and Corporate Tails)
• Create and maintain relationship with clients, customers and internal stakeholders.
• Contract new and existing Small to Medium Corporate Customers via sales leads from the Large Market Sales Team.
• Subject matter expert in SAP systems and processes
• Support, development, implementation and management of the Multisite portfolio.
• Operational liaison throughout AGL to provide support for key service requests, including new connections, move-ins and move-outs.

Melbourne, Australia

• Providing Specialist Support and acting as the key technical reference point to the SOS team.
• Investigation and follow-up of meter faults including reviewing the investigation outcomes and responding to the customer in a timely and efficient manner.
• Compliance and adherence with internal company policies and procedures that relate to customer service order management.
• Generation of reports and analysis of statistics and current work volumes to assist the management of business KPI’s
• Operational use of SAP and other market systems (including MSATS and MDH) to initiate, follow-up and finalise service orders.
• Training and assistance of colleagues in specific areas of service order support.