John Moore Email & Phone Number

Melbourne, Victoria, Australia

Being in a lean organisation meant my responsibilities reached far and wide enabling me to have a significant impact on how our customers interact with Belong, tools our frontline teams use and our service and channel strategy. This includes; inbound voice and chat on AWS Connect, workforce management with NICE IEX, Salesforce for agent CRM and more. With breadth of platforms I’m accountable and have ownership over, I have been able to build out initiatives and features cross platform… Show more Being in a lean organisation meant my responsibilities reached far and wide enabling me to have a significant impact on how our customers interact with Belong, tools our frontline teams use and our service and channel strategy. This includes; inbound voice and chat on AWS Connect, workforce management with NICE IEX, Salesforce for agent CRM and more. With breadth of platforms I’m accountable and have ownership over, I have been able to build out initiatives and features cross platform to create solutions solving business and customer problems faster than would normally be possible. Show less

Melbourne, Victoria, Australia

I was asked to join Belong from Telstra to design and lead the new customer service model as part of the mobile product digitisation. The core of the role was to provide subject matter expertise around agent experience to the various agile journey teams, so that what was being designed and ultimately built is fit for purpose for our frontline. As I was also going to own the service model of the mobile contact centre, I was accountable for the go-live planning and sequence of gates to… Show more I was asked to join Belong from Telstra to design and lead the new customer service model as part of the mobile product digitisation. The core of the role was to provide subject matter expertise around agent experience to the various agile journey teams, so that what was being designed and ultimately built is fit for purpose for our frontline. As I was also going to own the service model of the mobile contact centre, I was accountable for the go-live planning and sequence of gates to “throttle” on customers into our digitised tech stack, and then migration from our legacy platform. Show less

Led Telstra’s Member of Parliament and CEO complaint teams. Which meant; - We would respond and act obo of Telstra’s then CEO Andy Penn, then Chairman John Mullen, the CEOLT and members of the board when a customer engaged them directly.- Respond and resolve issues raised from constituents to their state or federal MP’s. Not only solving the customer’s issue, but providing a formal response to the MP’s office. - Engaged and supported the CEO Office team with updates and detail for… Show more Led Telstra’s Member of Parliament and CEO complaint teams. Which meant; - We would respond and act obo of Telstra’s then CEO Andy Penn, then Chairman John Mullen, the CEOLT and members of the board when a customer engaged them directly.- Respond and resolve issues raised from constituents to their state or federal MP’s. Not only solving the customer’s issue, but providing a formal response to the MP’s office. - Engaged and supported the CEO Office team with updates and detail for which then the CEO or CEOLT should have a direct reply drafted and sent by them to customers that reached out to them from support. - Worked with Telstra’s Consumer Affairs team on complaint themes and issues being raised to Telstra from MP’s and what that meant for the then Area General Manager leads.- Personally managed my own cohort customers that varied from other C-suite execs, Telstra enterprise customers, media personalities and other high value customers. Show less

Led Telstra’s only 2 specialised teams focused on; - Solving complex business compensation requests from SMB customers when Telstra had materially impacted their business- Sensitively managing complaints from customers where Telstra had breached a their privacy, or put customers at personal safety risk. - Outlined and defined area’s of opportunity within Telstra where further customer risk needed to be mitigated. For example; we identified the practise of mis-selling in NT and WA… Show more Led Telstra’s only 2 specialised teams focused on; - Solving complex business compensation requests from SMB customers when Telstra had materially impacted their business- Sensitively managing complaints from customers where Telstra had breached a their privacy, or put customers at personal safety risk. - Outlined and defined area’s of opportunity within Telstra where further customer risk needed to be mitigated. For example; we identified the practise of mis-selling in NT and WA communities. The shift of having all phone numbers in the white pages by default to now they are silent by default. - Advising the Executive Leadership Team about the most appropriate strategies in cases of escalated financial payouts. Show less