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, fostering stronger connections between customers, communities, and the business. My goal is to continuously improve service delivery, leverage data-driven insights, and build resilience across our community partnerships.

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 of the CEO and Group Executive People, co-preparing Ausgrid’s submission to the Australian Workplace Equality Index for 2024, and contributing to policy reviews, such as the Family Leave Policy, to ensure greater inclusivity for LGBTQIA+ parents. I have co-hosted key events such as Sydney World Pride 2023 and Wear It Purple Day, actively promoting LGBTQIA+ inclusion and allyship. Additionally, I have curated and shared over 15 posts on Yammer, raising awareness about inclusive language, pronouns, and the significance of events like Transgender Awareness Week.

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 trust and transparency while driving initiatives that align with Ausgrid's commitment to delivering exceptional customer care.

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 like Life Support and Safety Advice Requests, and collaborating on the documentation of over 100 outage SMS scenarios for the Advanced Distribution Management System (ADMS). I also led workshops to define system and data requirements for migrating the Key Customer Contact Management system to the CRM.

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 and Service Support Teams.Achievements• 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 fees.• 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.• Collaborated with the Transformation Team to develop a business case to increase the Recoveries Team by 2 FTE, delivering an additional $500k - $800k of damage recovered per annum by FY24.• Consistently improved team MySay Engagement scores across three consecutive years (FY21 – 59%, FY22 – 79%, FY23 – 84.6%).• Through proactive & strategic engagement and streamlined interactions, improved the Retailer Reputation Score by 53 points from -70 to -17

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 providing team leaders with real-time monitoring support.Achievements• 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 implement an email and social media routing strategy into Genesys.• 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