Karen Selff Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Development of process, procedure, policy, and work instruction artefacts to enable the operationalisation of new products or services.
• Identify and document Business and Functional Requirements with Business Stakeholders.
• Provide consulting expertise and support to a virtual team.
• Demonstrated ability to identify process improvement opportunities.
• Stakeholder engagement with all levels, from Senior Management to End Users.
• Act as interface to operational teams and provide recommendations relating to new products, systems, and processes.

Sydney, New South Wales, Australia

• Participate in end to end development programs which have fundamental impacts to billing system architecture.
• Consulting with stakeholders to accurately define and negotiate program scope.
• Definition of functional and business process requirements.
• Designing and delivering new end to end business processes and billing solutions.
• Participation in user and business readiness testing.
• Manage billing change requests.

Sydney, New South Wales, Australia

• Leadership of onsite and remote customer service team members.
• Act as an escalation point for Vendors and Internal workgroups.
• Identification of root cause of issues impacting customer experience and service level achievement, provide solutions and implement.
• Capability development of staff to provide career path and superior dedicated customer service account management to Optus Business Customers.
• Acting call centre manager.

Dedicated Customer Service/Account ManagementActing Team Leader

Sydney, New South Wales, Australia

• Call centre sales role.