Joshua Smith Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Provide delivery experience and hypercare for the NSW Customer Service team.Achievements• Successfully completed the handover to a competitor a customer’s business with 16,000 services within 3 months by actively engaging with the relevant SME’s and a billing expert.• Secured a WOB deal by providing recommendations on how parts sharing in specification locations for a large government customer could drive better incident resolution times by analyzing incident data over a 3-year period • Ran a regular interlock forum where prioritization of projects, orders, issues, and improvements were discussed, agreed, and mapped to succeed between all delivery and dependent partners.• Provided aged case, DTOW and partner management metrics fortnightly to senior business representatives • Successfully ran delivery uplift programs for projects that required assistance due to escalation from C level management or potential loss of customers/sales.• Led ‘Go to Green’ service improvement programs across customers within the Customer Service &Delivery space.• Delivered program of work to clear aged cases within the different product towers, completing analysis on the why the aged tickets exist and what correct actions need to be taken to ensure the aged tickets are closed on time.• Worked with NSW Heads of Service and Sales community across an NSW Enterprise & Government NPS uplift program to ensure there was a greater number of advocate customers within the NSW E&G portfolio.

Sydney, New South Wales, Australia

Day-to-day operational management of end-to-end service delivery to ensure achievement of service level agreements, resolution of issues impacting individual and overall team performance and customer satisfaction. Achievements• Successfully delivered 40 IP services by the customer requested date by rescoping timelines and engaging relevant stakeholders resulting in positive feedback from customer and a greater spend.• Improved customer advocacy by managing stakeholders to deliver requirements of a complex T & T program of work with significant issues.• Successfully met service delivery with respect to all service levels.• Delivered all required services under the outsourcing agreement to the highest quality.• Collaborated with customers representatives to ensure the required services continue to support their business needs.• Provided recommendations for new services and / or changes to existing services.• Coordinated all activities on behalf of Telstra ensuring a seamless single point of contact for customers.• Ensured processes and procedures were up-to-date and reflected customer environments and requirements.• Consulted with all internal service delivery teams to ensure consistent high level of service.• Ensured the customer is notified as soon as possible of any disruption to services provided by Telstra.• Assisted with the management of the P&L for the outsourcing agreement and seek to overachieve KPI’s in respect of profitability without impacting other SLA’s• Managed and drove all Telstra’s services through ITIL processes and procedures.• Aided the customer in researching new and / or emerging technologies to ascertain their potential benefits to their business.

Sydney, New South Wales, Australia

Led seven subject matter experts who managed the day- to-day service desk governance for about twenty customers between the Sydney and Canberra service desks and day to day operations of offshore service request teams.Achievements• Ensured all processes and procedures were kept up-to-date and accurately reflect customer environments and requirements.• Consulted with all internal service delivery teams to ensure consistent high level of service.• Delivered service desk related service improvement plans which resulted in NPS and Service level uplift.• Successfully delivered day to day management of all Service desk related SLA’s.• Provided stakeholder communication with senior management within the Customer Service Management teams.• Worked with the service desk enablement to ensure new customers were on boarded in an effective manner.• Delivered monthly SLA reporting for management.• Managed NPS month on month.

Sydney, New South Wales, Australia

Managed the day-to-day operations of Premium service desk team. The primary focus was the management any incident ticket or service request. At this time I had twenty direct reports.Achievements• Ensure all processes and procedures are kept up-to-date and accurately reflect customer environments and requirements.• Consulted with all internal service delivery teams to ensure consistent high level of service.• Delivered service desk related service improvement plans which resulted in NPS and Service level uplift.• Escalation point of contact for the account teams on day-to-day issues that impacted CBA.• Successfully delivered day to day management of all Service desk related SLA’s (100% SLA request and incident).• Actively coached and mentored staff, ensuring a succession plan was in place.• Provided stakeholder communication with senior management within the Customer Service Management teams.• Delivered a knowledge management framework for greater service desk teams.• Completed day to day people management duties.• Worked with the service desk enablement to ensure new products/services were on boarded in an effective manner.• Delivered monthly SLA reporting for management.• Delivered KPI and performance metrics for staff.

Sydney, New South Wales, Australia

Managed incident tickets and service request related calls for Qantas and CBAAchievements• Phone calls and emails were answered within customer agreed SLA’s.• Logged all calls in the CRM.• Day to day management of all contracted Service desk SLA’s.• Ensured all processes and procedures are kept up-to-date and accurately reflect customer environments and requirements.• Consulted with all internal service delivery teams to ensure a consistent high level of service.