Emmanuel Shepherd Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Australia

Working with internal stakeholders for process design, support and rollout of proceedure for Sales and Activation of Telstra Business NBN product offerings for FTTP, FIXED WIRELESS, FTTN/B and HFC technologies. Also supporting offshore centres (Teletech - Philippines) with management of activation of DOT copper (PSTN and ADSL IP Telephony) bundle for small business.

Facilitating Telstra consultants with assistance in processes through training/coaching sessions.Coaching:  Providing face to face and communicator assistance to site consultants.  Facilitating one on one upskilling sessions with consultants Call quality observations and providing feedback and coaching to consultants Moderator for online support site providing answers to questions posted  Service recovery – Liasing with both internal and external stakeholders in… Show more Facilitating Telstra consultants with assistance in processes through training/coaching sessions.Coaching:  Providing face to face and communicator assistance to site consultants.  Facilitating one on one upskilling sessions with consultants Call quality observations and providing feedback and coaching to consultants Moderator for online support site providing answers to questions posted  Service recovery – Liasing with both internal and external stakeholders in relation to their experience. Creating content and liasing with internal stake holders for site fortnightly newsletter Creating work initiatives for consultants in relation to products and services Handling of escalated enquiries submitted via email and contacting customers to resolve their issues  Scoping of orders submitted and troubleshooting DOT hardware and provisioning issues. Monitoring of consultant productivityDigital Office Technology Consultant: Modifying existing orders Rescheduling of technician appointment times Organising relocation of service. Investigation of billing disputes. Processing payments. Credit Control. Show less

Brisbane, Australia

Inbound customer service for Telstra coporate and small business customers with Telstra’s fixed, mobile and IP telephony service. ResponsibilitiesFixed line Billing  Setting up of accounts and services billed.  Adding and maintaining pricing plans to contracts Customising bill layout  Creating and maintaining authorites on accounts. Investigation of bill integrityMobile Activation and Billing Add and remove services from mobiles, i.e… Show more Inbound customer service for Telstra coporate and small business customers with Telstra’s fixed, mobile and IP telephony service. ResponsibilitiesFixed line Billing  Setting up of accounts and services billed.  Adding and maintaining pricing plans to contracts Customising bill layout  Creating and maintaining authorites on accounts. Investigation of bill integrityMobile Activation and Billing Add and remove services from mobiles, i.e. Messagebank, international roaming and diversion Investigation of charges, i.e. Data and international roaming . Activation, Deactivating and temporary barring of services.  Bill consolidation with fixed line services Activation of mobiles on to new sim cards.Online Billing  Online registration of customer accounts Navigational assistance with online bill application. Resetting user credentials and following up faults logged with service. Show less

Auckland, New Zealand

Responsibilities- Ensuring customers services are working correctly - Dealing with business customer enquiries about their Telecommunication business set up- Data capture of customer information - Customer objection handling and dealing with customer discrepancies about the billing of their services- Provisioning of customer connections, changes and adds to services through Telecom NZ provisioning application (ICMS) - Preparing email summaries of services for… Show more Responsibilities- Ensuring customers services are working correctly - Dealing with business customer enquiries about their Telecommunication business set up- Data capture of customer information - Customer objection handling and dealing with customer discrepancies about the billing of their services- Provisioning of customer connections, changes and adds to services through Telecom NZ provisioning application (ICMS) - Preparing email summaries of services for customers- Assisted Inbound Telecom Broadband Service Helpdesk – troubleshooting- Assisted with Business and Residential Inbound – Billing enquiries, adding and removing services, transferring credit, payment extensions etc.- Business Sales Support – assisted with Medium Enterprise Account Management.- Assisted with Christchurch Earthquake – relocated small business services, set up diversions, changed terminating numbers etc- Assisted with launch of XT network in NZ (WCDMA network) to fix customer provisioning errors- Assigning technicians for corporate faults- 2IC Responsibilities – consisted of but not limited to: o Monitoring team productivityo Setting and implementing targetso Set up incentive schemeso Running daily team meetingso Mentoring and training new team members in work processes- Analysis of customer accounts to determine which best sales solution would benefit or add value to their business- Actively seeking acquisition of services of customers from other providers to consolidate all services to Telecom.- Part of the Marketing Team for TTV (Telecom Television). Assisted and helped in the planning of quarterly presentation of Business Reporting.Achievements• Team was awarded CRM Diamond Award for best outbound business to business sales team in New Zealand 2006,2007,2008,2010 and 2011 • Winner of the Telecom Easy Site Builder Competition for Businesses 2008 Show less

Auckland, New Zealand

Auckland, New Zealand

ResponsibilitiesOnline Store Daily processing and postage of online orders. Maintenance of online stock to ensure products displayed are available for customers.  Updating and editing items listed online using html on the ecommerce cart. Manage electronic transactions  Creating and sending monthly e-news letters to customers updating them on new arrivals and general company related news.  e-marketing on online social media outlets i.e… Show more ResponsibilitiesOnline Store Daily processing and postage of online orders. Maintenance of online stock to ensure products displayed are available for customers.  Updating and editing items listed online using html on the ecommerce cart. Manage electronic transactions  Creating and sending monthly e-news letters to customers updating them on new arrivals and general company related news.  e-marketing on online social media outlets i.e. Facebook.Accounts Filing and submitting of GST to Inland Revenue Dealing with Accountant for annual tax returns  Paying of employee’s wages  Management of finances for payment of wholesaler and service provider accounts. Management  Filing of company records with company’s office of New Zealand Dealing with various distributors and creating accounts. Interviewing and screening of new job applicants. Organising daily staff duties for the shop.Achievements Featured on television show Tagata Pasifika on Television One New Zealand Show less

Auckland, New Zealand

Inbound/Outbound calling for the collection of court imposed fines, organising payment arrangements and processing enforcement action where payment arrangements are in breach.ResponsibilitiesCustomer service  Dealing with inquiries of offenders fines  Data capture of offender information. Offender objection handing and conflict resolution Deputy Registrar Organising time payment arrangements for fines Liaise with other government departments to… Show more Inbound/Outbound calling for the collection of court imposed fines, organising payment arrangements and processing enforcement action where payment arrangements are in breach.ResponsibilitiesCustomer service  Dealing with inquiries of offenders fines  Data capture of offender information. Offender objection handing and conflict resolution Deputy Registrar Organising time payment arrangements for fines Liaise with other government departments to process enforcement action for the collection of fines through attachment to either worker wages or benefit or warrant to arrest. Documentation of summary of proceedings of offenders finances to determine amount offenders can pay when on a time payment arrangement.Achievements 2IC for team, helped manage team and was in sole charge as stand in Team Leader through transitioning period of management. Show less

Region Vii - Central Visayas, Philippines