Dan Smith Email & Phone Number

Brisbane, Australia

01/03/19 - present01/12/2014 - 01/03/2017Key Responsibilities:• Investigated and resolved escalated customer complaints from internal and external stakeholders (MPs, Media, etc.) increasing local strategic NPS.• Established relationships with internal business units to be able to help resolve escalated issues • Supported local marketing opportunities and planned community events e.g. sports affinity, field days, town by town.• Attended stakeholder meetings to represent… Show more 01/03/19 - present01/12/2014 - 01/03/2017Key Responsibilities:• Investigated and resolved escalated customer complaints from internal and external stakeholders (MPs, Media, etc.) increasing local strategic NPS.• Established relationships with internal business units to be able to help resolve escalated issues • Supported local marketing opportunities and planned community events e.g. sports affinity, field days, town by town.• Attended stakeholder meetings to represent Telstra with Area General Manager, e.g. Meetings with Federal MP to provide update on local infrastructure.• Identify and develop proactive programs of work that are strategic and tactical in creating a better customer experience. • Support and assist the Telstra Area General Manager team as required to achieve customer service metrics. • Engage customers and consumer groups (e.g. face to face, in store, etc.) to proactively inform customers and promote a positive experience. • Maintain an ongoing relationship with the relevant person/s in each external/internal stakeholder’s office. Stakeholders include customers, store leaders, members of parliament, cross business unit internal leaders. Show less

Brisbane, Australia

Key Achievements:• Successfully delivered on all scheduled events nationally across all assets• Became the source of truth/point of contact for any asset movements within Telstra• Streamlined formal communications for both internal and external stakeholders and also simplifying the delivery of key messages• Maintained data accuracy in all documentation and communications, as there is no room for error due to the costs associated• Managed the bookkeeping of all assets through… Show more Key Achievements:• Successfully delivered on all scheduled events nationally across all assets• Became the source of truth/point of contact for any asset movements within Telstra• Streamlined formal communications for both internal and external stakeholders and also simplifying the delivery of key messages• Maintained data accuracy in all documentation and communications, as there is no room for error due to the costs associated• Managed the bookkeeping of all assets through efficient and accurate document processing, data entry, purchase order creations and invoice generation whilst ensuring compliance and budget control• Formulated an operating rhythm with Finance and developed a tracking sheet to document all invoice statuses against Accounts Receivable• Arranged direct relationships with external vendors where required, to increase turnaround time on project deliverables• Reviewed current marketing creative material available. Provided feedback and marketing briefs to agencies to ensure material is fit for purpose.• Managed upkeep of assets by ensuring visual merchandise is on brand and displayed, as well as organise replacements/asset repairs as required• Demonstrated ability to work in an agile manner, in order to keep up with the fast-paced working environment Show less

Brisbane, Australia

01/03/2017 – 01/11/2018Key Achievements:• Represented Telstra QLD in cross regional/business unit forums to implement new business strategies, processes or products in to the retail channel.• Provided reporting & high level analytics on key initiatives as required by the business, which lead to improved business efficiency, processes and customer experience in Telstra QLD stores.• Increased employee engagement through retail channels, which delivered improved employee… Show more 01/03/2017 – 01/11/2018Key Achievements:• Represented Telstra QLD in cross regional/business unit forums to implement new business strategies, processes or products in to the retail channel.• Provided reporting & high level analytics on key initiatives as required by the business, which lead to improved business efficiency, processes and customer experience in Telstra QLD stores.• Increased employee engagement through retail channels, which delivered improved employee advocacy.• Delivered financial targets for QLD region by reducing credit spend in front-line stores by $1.2M FY18 from FY17.• Increased customer advocacy for fixed product NPS by influencing store provisioning rates Show less

Brisbane, Australia

Key Responsibilities:• Investigated and resolved escalated customer complaints from internal and external stakeholders (MPs, Media, etc.) increasing local strategic NPS.• Established relationships with internal business units to be able to help resolve escalated issues • Supported local marketing opportunities and planned community events e.g. sports affinity, field days, town by town.• Attended stakeholder meetings to represent Telstra with Area General Manager, e.g. Meetings… Show more Key Responsibilities:• Investigated and resolved escalated customer complaints from internal and external stakeholders (MPs, Media, etc.) increasing local strategic NPS.• Established relationships with internal business units to be able to help resolve escalated issues • Supported local marketing opportunities and planned community events e.g. sports affinity, field days, town by town.• Attended stakeholder meetings to represent Telstra with Area General Manager, e.g. Meetings with Federal MP to provide update on local infrastructure.• Identify and develop proactive programs of work that are strategic and tactical in creating a better customer experience. • Support and assist the Telstra Area General Manager team as required to achieve customer service metrics. • Engage customers and consumer groups (e.g. face to face, in store, etc.) to proactively inform customers and promote a positive experience. • Maintain an ongoing relationship with the relevant person/s in each external/internal stakeholder’s office. Stakeholders include customers, store leaders, members of parliament, cross business unit internal leaders Show less

Brisbane, Australia

• Key leadership position within the Telstra Shop leadership team.• Minimising business risk and maximising business operational efficiency e.g. stock management, credit management.• Auditing and approving contract compliance paperwork.• Performing operational functions and the actioning/completing of store support functions within key identified areas e.g. HSE Monthly Actions, Cash Collections, and Store Ordering.• Participating in internal and external audits for store… Show more • Key leadership position within the Telstra Shop leadership team.• Minimising business risk and maximising business operational efficiency e.g. stock management, credit management.• Auditing and approving contract compliance paperwork.• Performing operational functions and the actioning/completing of store support functions within key identified areas e.g. HSE Monthly Actions, Cash Collections, and Store Ordering.• Participating in internal and external audits for store compliance.• Coaching and development of staff in sales performance and customer service metrics. Show less