Lyn Incoll Email & Phone Number

Melbourne, Victoria, Australia

Within the Future Business Model, as the first Area Manager appointed I am responsible for decisioning across my cohort of customers, growing value and achieving objectives, including profit and loss performance, people growth and operational excellence targets. Test & Learn is an additional element within this first team, therefore trialling new approaches such as Agile within our customer facing teams, and assessing the benefits for our customers and our people, so that we can then build these changes into future teams.

Worked within the Future Business Model Agile Project: - design of compliance controls and practices- Product Owner for the deployment of our first dedicated team who manage a geographic cohort of customers end to end with no hands with the supporting technical solutions, recruitment and training requirements.

Melbourne, Victoria, Australia

I took on this role with two purposes: to learn more about the regulations and obligations within the energy industry that protect our customers AND to implement changes these that make it easier for our people to be compliant. My team's purpose is to ensure that our processes within the Customer business unit comply with our regulatory requirements and obligations across residential and business customers. This includes ensuring obligation owners understand the requirements, providing advice to ensure the necessary processes and controls are in place and verifying that these controls are operationalised effectively. Therefore, providing assurance to management that Customer processes are appropriately controlled and meet regulatory requirements.This role has a key role in uplifting compliance and to provide assurance to senior management, regulators, and our customers that compliance is being managed and EA is compliant with our obligations.

Melbourne, Australia

Assessing the end-to-end experiences our customers have (not an isolated moment in time) to re-imagine the 'engage' experience so it is seamless across EnergyAustralia by: Building and maintaining a relationship with the stakeholders in the journey centre and in the extended stakeholders matrix impacted by their respective journeyWorking with multiple teams to understand the requirements and constraints for building the required changes (process, system/tools, capabilities), and tracking progressCoaching the development and design teams with detailed guidance during the product development to ensure focus on the original intent Ultimate decision maker for journey / escalation point for decisions in the teamAcquiring resources and funding for journeysLeading journeys to obtain the overall success.

Melbourne, Australia

Identify and deliver Business and customer improvement opportunities through regular root cause analytics.Manage the change and implementation of major projects across the Service contact centres (800 FTE+) in local and international locations.Deliver an integrated sales and service operating model that focuses on reducing customer effort, and improving overall customer and Agent experience.

Melbourne, Australia

Be the voice of the business in shaping the future Customer Engagement processes and experiences that re-imagine and create customer experiences that place our customers at the heart the organisation - first point contact within the program for all Customer Engagement activities, including the definition of future state processes and customer experiences. - represent the business stream sponsor (Head of Customer Care) on the program and lead engagement between the program and business.

Melbourne, Australia

Positioned in this role for my leadership, collaboration and people development strengths to drive the required people changes to support the technology transformation project to improve customer experience routing and personalisation that will reduce repeat calls. Lead a functional group within Business Engagement to provide cross company operational and technical support for customers to connect with Telstra: IVR (voice) routing, online and workflow management environments (live chat and email). Review the effectiveness of current approaches to proactively share insights to new business opportunities that result in customer experience improvements and reduced contact volumes (transfers/repeats) plus helps to remove duplication or work items that contradict our strategy. • Engagement and Governance: an iterative program of work that is visible, prioritised and regularly communicated to partnering groups and stakeholders.

Melbourne, Australia

Accountable for the setup of a new shared services analytic group, operating framework and governance model to drive improvements in customer experience and business benefits across all of Telstra through the embedding of the Verint call recording technology and identifying root causes of issues and advising recommendations. • Design and implementation of a centralised analytic group and operating framework • Governance model for QI360 set up and usage

Melbourne, Australia

Lead the engagement and delivery of the call recording application across Telstra's onshore and offshore centres and the training design and delivery.

Melbourne

Planned, designed and delivered change programs to support the business unit’s strategic business plan and leading stakeholder consultancy and leadership of a cross-functional team. • Comprehensive HR, communication and leadership engagement plan effectively and sensitively announcing the reduction in contact centres and job impacts and available support services.

Melbourne, Australia

L&D for induction groups, tiered development to support phased approach to learning, evaluation methods to track training feedback and performance, on the job performance management approaches including monthly performance tracking, reward and recognition programs.

Glen Waverley - Victoria

Lead a call centre with over 150+ staff with multiple disciplines: sales, service, credit management, BOH and work force management. Key achievement: Set up of new national 'promise to pay' centre; consolidation of 7 credit centres into 4 centres, Program managed the implementation of the inaugural committed scheduling process into the call centre to leverage resources over busiest times of day; unions consultation and Agent change management and communication that resulted in delivery on time with minimal angst. Set up of robust coaching discussions and 1on1s.

Executive Coaching And Leadership, Certified Organisational Coach

To focus on an individual’s potential and help the person to remove any interference by coaching on the possibilities and options.

Bachelor Of Education, Education, Teaching

Grad Dip Hrm, Human Resource Management, Distinction Average

Graduate Diploma, Human Resources Management And Services