Dylan Rogers Email & Phone Number

Townsville, Australia

I am currently working for Ergon Energy Corporation Limited as a Process Analyst. I was appointed into this role at the completion of my previous contract as a Dispatch Officer to assist in the implementation of a new Online Help System for Ergon Energy Corporation Limited which distributes power along its network to retailers. My main responsibilities include:-Re-designing new process documents for the implementation of the new Contact Centre.-Working on Service Improvement Initiatives to re-design existing business policies to increase business metrics and customer experience.-Respond to requests from the business to update or change process documents on an ad hoc basis.-Utilising ANCILE uPerform to author documents and upload to a server for visibility for users in the Contact Centre-Using information provided by regional councils to update priorities for critical sites throughout QLD to ensure data accuracy.

Townsville

-Triage faults in real time based on safety to the community, customer impact and business goals.-Liaised closely with internal and external stakeholders to ensure all work is completed smoothly.-Processed returned fault and customer service work such as installations and meter replacements.-Utilised on site as part of the emergency response team to provide disaster response assistance for weather events in Queensland.

Townsville

Called customers or external retailers to reschedule missed fault or installation appointments with end users.Liaised closely with field crews to maximise completions.Re-routed crews in the field to ensure completion of SLA and Medical Priority Work.Worked in higher roles during periods of annual leave to plan and schedule future dated work, taking into account resourcing, SLAs, business and customer objectives.