Nathan Ball Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

As the Senior Manager of Customer Experience & Services, I am dedicated to driving strategic direction across multiple teams, including Customer Care, Data & Insights, Council & Community Resilience, and Ancillary Network Services. With a focus on driving innovation and customer-centric strategies, I work to empower teams to deliver impactful results.

Sydney, New South Wales, Australia

As the LGBTQIA+ Inclusion & Diversity Council Lead at Ausgrid, I play a pivotal role in creating an inclusive workplace where all individuals feel valued and supported, regardless of their sexual orientation, gender identity, or expression. Key achievements include successfully advocating for the company's membership in Pride in Diversity with the support.

Sydney, New South Wales, Australia

In my role as Customer Advocate, I am responsible for championing customer needs across the organisation, ensuring their voices are heard and addressed. I work closely with various departments to resolve complex customer issues, improve service delivery, and advocate for policy changes that enhance the overall customer experience. My focus is on fostering.

Sydney, New South Wales, Australia

As a CRM Product Owner, I aligned business objectives with technological advancements, working with cross-functional teams to prioritise features and ensure seamless integration of user feedback. Key achievements include enhancing the Case Management Module by creating standalone case types for Claims and Recoveries, delivering the first stage of key forms.

Sydney, New South Wales, Australia

• I was responsible for providing leadership and the operational and strategic direction for the Customer Service function, encompassing the Contact Centre, Claims, Recoveries, Customer Relations, B2B Retailer Support.
• Managing a team of 33 Contact Centre agents, supported by three Team Leaders, achieving 82% Grade of Service and averaged $3.2M+ in Service Target Performance Incentive Scheme (STPIS) benefits.
• Successfully managed and supported the team through 24 major storm and/or network events, including the strategic enablement of Ausgrid’s Overflow Strategy, with zero breaches to fatigue guidelines.
• Through active promotion of the Customer Relations Team across the business, achieved a 55% reduction in complaints escalating to the Energy & Water Ombudsman NSW and a 24% reduction in EWON case management costs and.
• Designed and implemented Ausgrid’s Customer Assistance Framework, Complaint Handling Framework, and escalation process.
• Managed a team of 6 x Claims and 2 x Recoveries Officers, achieving an A1 performance rating in Ausgrid’s licence conditions audit, and an average recovery rate of $2m per annum.

Sydney

• Using Genesys telephony solutions, I was responsible for forecasting interaction volumes and scheduling staff to achieve the business defined service level targets, reporting on contact centre performance, and.
• Successfully consolidated a dual site Contact Centre (Sydney and Newcastle) into a single site, while maintaining elevated levels of performance, and zero beaches to Ausgrid’s Fatigue Management Policy.
• Developed a scalability strategy (Overflow Strategy) for an additional 45 resources to assist the Contact Centre during storm and network events.
• Collaborated with Corporate Affairs to transition Ausgrid’s Social Media interactions into the Contact Centre for an enhanced customer experience. Further engaging with our ICT and technology partners to design and.
• Achieved year on year grade of service performance metrics of 82% of calls answered within 30 seconds, achieving $3.2M annually.
• Average $0.5m under budget year on year through strategic management of resources.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Cert Iv Human Resources Management

Diploma Of Management

Diploma of Management

Education record

School Certificate