Kelly Johns Email & Phone Number

Gold Coast, QLD, AU

As a Senior Business Management Partner, I drive strategic initiatives and focus on business planning to ensure operational excellence and engagement across the Customer & Network Services Team at nbn.

Gold Coast, Queensland, Australia

The Business Management Partner manages business as usual operations to achieve organisational goals and ensure business compliance, operational effectiveness, and operational improvement in the Business Implementation & Operations (BIO) team.

Gold Coast, Queensland, Australia

Providing support to the Customer Engagement (CE) Executive General Manager, General Managers and Business Manager to ensure the success of CE’s four critical areas: Planning, Governance, Compliance and Engagement. I was also proud during my time in this role to be awarded the Customer Engagement Employee of the Month for March 2023, continue as a mentor.

Demonstrate leadership and guidance for an onshore RSP Enquiries team, as well as an offshore RSP Escalations team. Build strong relationships with RSP Partners to drive process improvement for RSP escalations leading to better customer outcomes. Manage risk to process, people and the business.During my time in this role, I achieved an overall team.

As RSP Onshore Manager I led an evolving team to build strong relationships with RSPs, facilitating process improvement opportunities for both nbn and our RSP partners, specifically related to RSP Connect Enquiries.During my time in this role I initiated and streamlined a process for various teams across Customer Connections to interlock with RSPs.

Provide leadership to a team of agents to receive and resolve RSP enquiries related to the nbn ordering process while adhering to operational performance measures.

Lead a team of General Enquiries and Migration and Disconnections agents to ensure customer enquiries are answered and Migrations of medical alarms or critical services are successfully completed.

As a Contact Centre Consultant, a first call resolution approach to my work ensured that customer experience was always the focus and my ability to demonstrate empathy was a key part of this role.

After working in the retail industry for almost 7 years, I have gained valuable customer service skills. I am positive and approachable, as well as efficient with problem solving and understanding customers’ needs. From retail consultant I progressed to Assistant Manager for our store located in Robina Town Centre, Gold Coast.