As Head of Service, this role encompasses leading the Exceed ICT service strategy, managing key customer relationships and leading a team of service delivery professionals.

Facilitate and create service plans for various platforms, systems and APIs used by various QLD government agencies. Trusted advisor to the various business units to meet their objectives by ensuring that IT products and services supplied to them are sustainable, continue to meet their needs and are continuously improved throughout their lifecycle.

 Primary escalation point for all reactive activities such as fault restoration, complaints, dispute resolution.  Perform issue and risk mitigation, containment, and prevention. Partner with key stakeholders within portfolio and ensure their products/services are best placed to support their individual strategic directions and align with their purpose and vision, Lead continuous improvement through utilising customer feedback, data and analytics to represent customers’ needs.  Ensure digital adoption, enabling clients to fully utilize all monitoring, reporting and self-servable functionality available.  Drive down Telstra’s cost to serve across portfolio.  Understand customer pain points and problem statements to link them with the correct skillsets to remedy.

 Drive change to agile methodologies within the enterprise sales team assisted in detailing Epics, missions and backlog, ensuring their alignment to Telstra's Strategy and individual KPI's.  Hosting stand ups, retrospectives and assisting the team to pivot based on learning, change in demand and focus.

 Entered concierge in design stage as a team leader and coach of 9 team members.  Developed and implemented strategies to enhance support. Played a leading role in developing the reporting used today to measure productivity, cost and continuous improvement.  Made recommendations on future state of channel care through the collective experiences of my people, data and customer feedback. Introduced customer facing functionality, eliminating internal handoffs and significantly improving turnaround times of customer requests (greater than 50% improvement in many disciplines). Actively coached direct reports, building tailored development plans to enable individual career progression.

 Identify opportunity to improve enterprise customer experience through data capture and analysis.  uncover gaps and/or complexity in process through processing mapping. Making recommendations for change based on data Effectively networking with senior key stakeholders to present findings, make recommendations and link them with the right skillsets to drive change.

Service Executive for Government and Enterprise customers. My key role is relationship management and service escalation point for my customers. Service escalations cover the full scope of the customers problems such as faults, relocations, billing and whatever else present itself. Success in this role is about successfully executing these issues, and where possible getting a view of potential hurdles early in an effort to ensure our customers seamless connectivity. This in turn creates and maintains customer advocacy. In financial year 2017/2018 I ran a proactive service recovery program to improve our net promoter score results as the first wave of surveys resulted in a score of -12. for the next 6 months I worked with account executives and customers to improve the customer relationship. The end of year NPS result was +46, a 58 point improvement that our executive director stated was one of the highlights of his career.

as team leader and Site Resolution Cell project lead, I was responsible for the success of a complaints team, as well as a project to completely change the method we received complaints. The project was a to create a method that we could receive demand from our customers immediately, rather than electronically, potentially days later, in an effort to see a far quicker resolution to what matters to our customers. Within 3 months, we were receiving calls in real time which saw a great improvement in customer experience, a significantly reduced volume of complaints going unanswered due to inability to contact, and a far better customer experience.

Completed a 6 month Center Manager secondment in the small business account management team. My responsibility was to lead a centre with 98 people to successfully sell to, save and service our customers. In my short time with the team, I managed to improve sales, reduce the need for our customers to call more than once, and significantly reduce error leading to rework. I received a Director award at the conclusion of my time here, recognising effort and improvement.

I was a store manger in 3 stores total. I was responsible for all parts of running a successful business from profit & loss, hiring, customer service & resolution, advertising and marketing to name a few. I had great success in this role and was able to grow each business above the targets set, especially in Sunshine VIC in which I grew its business by over 20% in 8 months.