Ivan P. Email & Phone Number

Cremorne, Victoria, Australia

Respond to high volume inbound/outbound Activities from members of the community or technicians / contractorsMonitor and optimise work order outcomes / Scheduling of works in reative and proactive maintenanceProviding a positive customer experienceMatching customer needs to solutionsManage the customer experience through dispatching work ordersCase management of service outcomes/managing urgent or high priority work order needing fast resolutionMaintain and update various databases, spreadsheets, and documents

Melbourne, Victoria, Australia

As a Customer Service professional with Serco, Iwill be servicing customer inbound calls on behalf of an Australian Government department via our Mill Park contact centre

Co-ordination or supervision of Service Technicians and Workshop Operations.Operation, servicing and maintenance of small machinery such as high-pressure water cleaners and other cleaning equipment.Maintain a high level of customer communications and customer service.Work collaboratively within a team environment.Driven to achieve outcomes benefiting our clients, our business and myself.Able to ensure operational documentation is completed in a manner which is consistent with our client's and company expectations.

Australia

• Coordinate job booking requests and maintain accurate details in company resourcing systems;• Ensure efficient utilisation of field-based resources to achieve daily work schedules and client requirements;• Coordinate and roster high volumes of shifts/employees;• Ensure rosters are regularly reviewed to meet key service deliverables;• Maintain positive relationships with client representatives and field employees to ensure jobs are rostered and completed in a timely manner;• Process and maintain employee records and data, including maintenance of internal and external databases;• Contribute to a safe work environment by complying with and promoting safe work practices.

• Managing and motivating my team to deliver excellent customer service• Organising my team (internal staff and contractors) daily/weekly schedules• Lead, coach and developed my team to ensure targets are met and exceed customers’ expectations• Confirming appointments with customers• Meet budgeting • Report any issues/completion of works to client (OC, Centre Manager, etc)• Resolved any client’s issues/queries• Invoicing clients • Ensuring OH&S is adhered to always

• Scheduling internal staff and contractors (ie electricians, plumbers etc) via phone/SMS/email and prioritise effectively within KPI and SLA’s via Ticket of Work pack • Updating Ticket of Work with relevant information for the job• Planning and prioritising workload, to effectually managing multiple sites• Managing internal staff and contractors • Ensuring OH&S is adhered to always• Escalating any issues, breaches of KPI and SLA to management

• Processing of Incidents Management to prioritise effectively within KPI and SLA’s.• Perform initial investigations, diagnosis and resolution activity in a timely manner.• Drive completion of incident resolution and post-incident actions with a focus on quality, efficiency and risk.• Scheduling Indecent Management tickets to Field Service Teams and facilitate effective investigation and resolution responses within KPI and SLA’s • Escalate issues to the attention of the appropriate parties in a timely manner (both functional and hierarchical escalations).• Keep Incident Management Tickets and dashboards accurately within KPI and SLA’s. Escalate any breached Incident Management Tickets to Field Service Supervisors• Producing Daily/Weekly/Monthly SLA/KPI Reports • Monitoring SmartSites and creating Incident Management to Tickets to Field Services Teams

• Resolve customer inquiries with service in a timely manner• Perform administration duties for customer resolutions• Follow Customer Escalation Process

• Regarding the allocation of jobs & Scheduling technician’s workload in advance for future work, also on current work instructions, minimum standards and occupational health and safety requirements required for installation purposes and any changes to these and regarding their KPI and SLA expectations of Skybridge and the program.• Managing technician’s daily jeopardy jobs to ensure they are completed and maintain regular performance reviews of Technicians in conjunction with the Digital Scheduling Manager and determine required technician levels for each region in conjunction with Program data and forecasts, also manage daily stock allocation for technicians • Follow up on incomplete jobs identified by QA department and follow through to completion• Follow-up on over-due paperwork and organise dispatch of stock for Technicians• Confirming & rescheduling jobs with Customers

Responsibilities:• Investigating Case History, Trouble shooting and resolving payphone, ADSL- internet & PSTN-phone service faults within Telstra SLA (Service Level Agreements)• Dealing with escalated customer complaints and resolving issues (preventing ombudsman investigations)Achievements • Received Customer service commendations (received several compliments by various customers which I met and exceeded their needs in quality Customer Service skills)• Member, Service Delivery-Customer Support Committee• ADSL/PSTN Work Stream Coach

Graduate Certificate In Cyber Security, Cyber Security

Bachelor Of Applied Science - Computer Science, Computer Science