Farrah Smith Email & Phone Number

Modbury, Sa, Au

As a Realtime Manager at Telstra Consumer, I lead a dynamic team dedicated to optimizing contact center performance and delivering exceptional customer experiences. I oversee the deployment of TCC’s Real Time strategy, manage intraday resourcing plans, and drive end-to-end fault management for call routing and system issues. My role involves creating and owning real-time reporting, collaborating with various teams to implement superior customer service initiatives, and owning key programs… Show more As a Realtime Manager at Telstra Consumer, I lead a dynamic team dedicated to optimizing contact center performance and delivering exceptional customer experiences. I oversee the deployment of TCC’s Real Time strategy, manage intraday resourcing plans, and drive end-to-end fault management for call routing and system issues. My role involves creating and owning real-time reporting, collaborating with various teams to implement superior customer service initiatives, and owning key programs related to Incident Management, Stakeholder Capability, Real Time Performance Management, Process Development, and Governance. Through strategic oversight and effective resource management, I ensure our team operates efficiently and meets performance targets, positioning us as a best-in-class operation. Show less

Critcal role in shaping the future of the business by contributing to Telstra's long-term strategy, planning, and its execution. My strength in teamwork supports collaborating with a range of stakeholders and building strong relationships with senior stakeholders across the business. Exceptional analytical and communication skills to solve complex business problems, including facilitating decision making around strategic priorities. Ability to spot and analyse new and emerging market trends… Show more Critcal role in shaping the future of the business by contributing to Telstra's long-term strategy, planning, and its execution. My strength in teamwork supports collaborating with a range of stakeholders and building strong relationships with senior stakeholders across the business. Exceptional analytical and communication skills to solve complex business problems, including facilitating decision making around strategic priorities. Ability to spot and analyse new and emerging market trends allows you to be a key contributor in solving critical business issues at Telstra. Show less

Adelaide, South Australia, Australia

Contributing to the development of new ideas that assist with driving company strategy. Identifying and implementing business improvement opportunities by applying process modelling and continuous improvement methodologies. Contribute to the design and implementation of process solutions acrossTelstra.

Adelaide, Australia

Drive effective contact centre performance in real time to deliver outstanding customer service while implementing initiatives to deliver the companies long-term strategies and strategic objectives. Building relationships and networks with key stakeholders to deliver on superior service level performance and to drive change.Achievements Telstra Excellence 2020 award winner outlining my drive for success and ability to exceed goals.  Contributed significantly to the management… Show more Drive effective contact centre performance in real time to deliver outstanding customer service while implementing initiatives to deliver the companies long-term strategies and strategic objectives. Building relationships and networks with key stakeholders to deliver on superior service level performance and to drive change.Achievements Telstra Excellence 2020 award winner outlining my drive for success and ability to exceed goals.  Contributed significantly to the management of the Business through COVID; a large % of the workforce I supported was required to cease operations. I was able to react quickly and adapt to change, adjusting the way I work to deliver the best outcome for our customers during a challenging period. Delivering Executive level reporting on key programs, outlining the benefits and risks in a simple but informative method to enable Senior Leaders to make educated decisions on strategic objectives.  Optimising and simplifying our call routing environment to remove manual intervention while improving the experience for Priority customers to ensure Legal Obligations and Service Level Objectives (SLO) were achieved. Show less

Providing a strategic long-term view of capacity by channel including budget modelling, managing industry partner forecast process and forecasting FTE and workload requirements. Assessing and supporting strategic initiatives outlining any performance risks and any mitigations required to implement and deliver successfully and seamlessly. Achievements Modelled scenarios at short notice for a strategic transformation project which was challenging due to the lack of information… Show more Providing a strategic long-term view of capacity by channel including budget modelling, managing industry partner forecast process and forecasting FTE and workload requirements. Assessing and supporting strategic initiatives outlining any performance risks and any mitigations required to implement and deliver successfully and seamlessly. Achievements Modelled scenarios at short notice for a strategic transformation project which was challenging due to the lack of information available. I was able to overcome these barriers by leveraging my expertise in data analytics and problem solving, providing accurate simulations which I presented to the project team including Executive Management to assist with key decision making.  Delivered successful planning and execution for ~500 staff to attend Business Roadshows with 100% attendance across vendors offshore and internal domestic sites with no impacts to performance.  Able to provide the FY20 budget modelling requirements with limited previous exposure, utilising my strength in building robust relationships with my peers and stakeholders to assist solving critical business planning. Achieved monthly variance to budget as low as 1% in some months. Adopting responsibility for the commercial management of my channels from existing peers in the team which allowed them to focus on more priority items and delivered a more balanced workload across the team. Show less

Monitor all queues in real time identifying resourcing gaps and taking remedial action where appropriate. Act as a single point of engagement between Industry Partners and Telstra centres around real time performance and issues. Drive end to end fault management for all call routing and Workforce Management system issues, including escalating issues.

Adelaide, Australia

Responsible for creating and maintaining agent’s schedules across onshore contact centres, ~600 personal across 5 sites with multiple call type requirements based on call volume and traffic patterns. Planning of training ~2 weeks out, leave and other activities to ensure requirements are met and service levels achieved.

Townsville, Australia

Provided excellent customer service whilst achieving daily and weekly sales/operational targets.