Guy Dunkley Email & Phone Number

Melbourne, Australia

Melbourne, Australia

This role as a Resolution Support Team Leader is to have the highest level of people skills necessary to lead, develop and coach a team of experienced complaint management employees in providing clear and consistent guidance & support to peer groups in the complaints community. You contribute to the achievement of agreed complaint resolution targets and.

Melbourne, Australia

• The Customer Service Knowledge Management Coordinator is responsible for the coordination of all activities to ensure that the Customer & Market Operations Department effectively manages the collection and sharing of.
• Manage, design and implement computer based training (Captivate)
• Develop & implement the Customer Service Knowledge Management Plan for Customer & Market Operations and customer-facing Service Providers
• Develop & implement a Customer Service Learning and Development Plan for UE & MG staff & service providers
• Develop a range of tools to enable staff and service providers to share knowledge such as development of information sheets, intranet collaboration site, on-line regulatory instrument look-ups, etc.
• Develop & implement company-wide customer service training programs for new starters and for ongoing staff development

Mt Waverley Melbourne Australia

Responsibilities: Review, manage and process customer compensation claims, liaising as required with customers, suppliers and industry professionals as required.Develop new processes and implement to support the establishment of the Advanced Metering Infrastructure operations.Identify training needs through training needs analysis, introduce, develop and.

Melbourne, Australia

This role is accountable for the introduction, establishment and management of a helpdesk team dedicated to the support of SaaS customers and the associated sales channels.This team will provide effective liaison with internal product and marketing groups to operationalise the introduction of new products. Similar liaison is required with vendors, and.

Melbourne Area, Australia

This role is accountable for establishment of a new Helpdesk to support customers taking up key mobile applications (Xora, Mobile payments and Telstra Desktop Messaging (TDM)) grow, product retention and seek up sale opportunities

Melbourne Area, Australia

• Responsibilities: This role is accountable for identifying and undertaking activities in a program of work to deliver operational efficiency and customer experience improvement across Telstra Business.Understand and.
• Operate as part of a team of effective people to drive service improvements across Customer Operations
• Ensure the right relationships are established with operational areas
• Keep a sense of urgency amongst solution participants without putting the business at risk

Melbourne Area, Australia

• Responsibilities: Management and analysis of the technology input to business initiatives for the Sales and Service segment. This includes pre feasibility and feasibility assessments to progress initiatives and.
• Management of assigned initiatives through the idea development phases of pre feasibility and feasibility.
• Preparation of pre feasibility and feasibility reports including development of estimates for subsequent development phases.
• Account management of the technology needs of the Customer Sales and Services Inbound Channel including the One North, One South East and One Central West Groups. Now Northern Consumer Group, Southern Consumer group.
• Subject matter expert for the operational management of inbound external call centres.
• Subject matter expert for Voice Signature and Sales and Coaching technologies

Melbourne Area, Australia

• Responsibilities: Management of the operational technology requirements for Customer Sales and Service Inbound and Outbound Channels.Development and management of the Sales Technology team (7) including on site support.
• Provide an effective interface between the various elements of the change management process from concept to implementation, ensuring IT applications meet the needs of Customer Sales and Service Business.
• Ensure new and existing product changes and process improvements are properly supported by system changes and are in alignment with short, medium and long term strategies
• Represent Customer Sales and Service system requirements to the IT community and facilitate the development of systems specifications that meet business needs
• Aid project managers within the Business Capability group to achieve the expected benefits of their projects by providing strategic consultancy, advice and assistance to successfully market and promote change within.
• Develop and recommend Customer Sales and Service front office IT development funding.

Melbourne Area, Australia

• Responsibilities: This new position reflects the changes to Telstra Retail - Consumer Sales business and is responsible for the management of the technology interface for the three channels that represent the Inbound.
• Provide an effective interface between the various elements of the change management process from concept to implementation, ensuring IT applications meet the needs of Commercial and Consumer’s Sales Business.
• Ensure new and existing product changes and process improvements are properly supported by system changes and are in alignment with short, medium and long term strategies.
• Represent Commercial and Consumer Sales system requirements to the IT community and facilitate the development of systems specifications that meet business needs
• Aid project managers within the Business Capability group to achieve the expected benefits of their projects by providing strategic consultancy, advice and assistance to successfully market and promote change within.
• Develop and recommend Commercial and Consumer front office IT development funding.

Melbourne Area, Australia

This role is to provide an effective interface between the various elements of the change management process from concept to implementation, ensuring IT applications meet the needs of Commercial and Consumer’s Sales Business. The Manager Business Continuity will ensure new and existing product changes and process improvements are properly supported by.

Melbourne Area, Australia

• Develop, test and implement new system functionality to Cicero, the application supporting the Corporate Complaints Management Process.
• Develop and maintain a master works plan.
• Provide strategic direction and detailed assessment on system development proposals.
• Ensure Cicero keeps pace with the strategic direction of Complaints Management.

Melbourne Area, Australia

• Coach and develop front line staff in the philosophy of Customer care.
• Guide and assist front line staff in the Complaints Management Process and the Fault Management Process.
• Analyse trends and take remedial action
• Develop and maintain a network of contacts across business units

Melbourne Area, Australia

• Analyse and report on the performance of the Business Service Centre including service levels, traffic patterns and group performance. Responsible for a team of 15 staff. Provide an on line help desk for the more.
• Assist front line staff with the more complex analysis of customer service problems
• Prepare and manage the Business Service centre’s training program.
• Assist with and conduct internal audits of the, Quality Management System into the Business Service Centre.

Melbourne Area, Australia

• Provide excellent customer service
• Negotiate restoration appointments with customers and field staff
• Efficiently operate a range of computer based fault management systems to coordinate service restoration

South Yarra

• Provide excellent customer service
• Collect urgent medical specimens and deliver to laboratory for processing
• Deliver urgent medical supplies and results of pathology tests

Melbourne Area, Australia

• Manage call lists and achievement of KPI’s
• Manage rosters and staffing levels

Melbourne, Australia

• Surveys to mark out the proposed position of civil assets prior to construction
• Surveys to record the ‘as constructed’ location of civil assets
• Topographic surveys to enable the design of civil assets
• Design of engineering assets
• Associated mapping and plan preparation
• Contract preparation and management for the construction of civil assets

Diploma Of Leadership And Management, Diploma Of Leadership And Management

Diploma Of Quality Auditing, Management Systems Auditing

Bsbaud504 Report On A Quality Audit, Management Systems Auditing

Bsbaud402 Participate In A Quality Audit, Management Systems Auditing

Health And Safety Representative Initial Occupational Health And Safety Training, Oh&S

Tae40110 Training And Assessment, Cert Iv Training And Assessment

Associate Diploma - Engineering (Surveying), Surveying Technology/Surveying