Marc Nicholson Email & Phone Number

Melbourne, Victoria, Australia

Adelaide, South Australia, Australia

• Responsibilities: Reduce complaints that have been raised to an external eg Telecommunications Industry Ombudsman (TIO); resolve escalated complaints through constructive arguments and collaboration with internal.
• Managed 8+ specialists across multiple Australian locations and overseas to effectively manage all unresolved enquiries that come to customer operations and shared services through various channels for all TPG Telecom.
• Managed all escalated complaints from external parties such as TIO, ACMA and ACCC and internal high risk and executive complaints for all consumer, small business and corporate enterprise complaints within Vodafone.
• Over three years, decreased complaints across all brands by two thirds by introducing strong internal processes. In addition, escalated complaints reduced by 84.5% by introducing pre-escalation measures.
• Proactively managed staff to implement business improvement processes; achieved strong financial and customer experience results. Additionally developed the capabilities of the team by cross-skilling key functions.
• Drove clear and respectful communications whilst having confidence to have a difference of opinion. This contributed to strong collaboration in an engaged space that resulted in high employee engagement.

• Responsibilities: Handle escalated complaints from TIO and Legal/Civil complaints across TPG, iiNet and Internode brands.
• Trained and developed the newly established Manila Customer Relations team which handled all complaints into the business. This included daily interactions, case reviews and workshops.
• Worked closely with internal stakeholders to introduce processes and training for iiNet Small Business and TPG Enterprise teams primarily regarding Financial Loss.

Adelaide

• Responsibilities: Establish an internet connection in a timely manner whilst delivering excellent customer service. This was an ad-hoc environment where skills to think quickly, problem solve and act proactively were.
• Managed an onshore team of 16+ Customer Service Representatives under the Internode brand. Key focus on engagement, KPI’s and customer service.
• The team achieved an increased NPS (Net Promotor Score) from 30% monthly to the highest in the Internode brand - 78.2% consistently over a two-year period.
• This role was at the peak integration of the merger between TPG Group and iiNet Group, requiring a focus on change management skills, patience and influence.
• Facilitated the first stage of integration to our Cape Town, South Africa contact centre in early 2016, and the second and final stages of integration to establish a Service Delivery site in Manila, Philippines in.
• Top accomplishments were successfully establishing an offshore team with the highest NPS and KPI results for any offshore function. This was completed with half the operating costs and similar results as the onshore.