Nathan White Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Bathroom renovation company with over 30 years experience providing bathroom, kitchen and laundry renovations to clients in Sydney and the central coastKey Points:Created $450000 turnover in first 12 monthsMy responsibilities included:Attend prospective clients premises to discuss renovationsDesign new bathrooms for clientsProvide detailed quote and plans for renovationsArrange times and liase with trades to ensure seamless work schedule and the quality of work is up to expected high standards Keep in constant contact with clients to ensure they are happy with renovationsDealing with accounts department to ensure payment of tradesBuilding and updating business websites including SEO

Commplete TelecommunicationsOwner - Sales/Customer Service/Technical SupportCompany: Nationally based Telecommunications Company providing service to small and medium businesses. Part of a buying group which made BRW top 10 fastest growing businesses in 2007.Products: Voice, Mobile, Internet, 13/1300/1800, Smartnumbers and VOIP Key Points: Successful Dealer Channel created to maximise sales while reducing heads in house.70 Customers within first 6 months of trading.Heavily campaigned Smartnumbers and 13/1300/1800 numbers due to high margin and low Carrier costs.My responsibilities included:Auditing Bill Run to ensure correct billingImport monthly tolling to billing houseProduct Margin analysisSign off on Invoices prior to Invoice submission Manual Rebilling of incorrect InvoicesMid Month rate changes and tariff adjustmentsDebt collectionConstruct complex routing configurations for 13,1300,1800 numbersProvision Smart Number activationsCreate strategic marketing plans to boost Inbound Number ActivationsBilling EnquiriesNew Customer EnquiriesMobile Technical SupportWeb DevelopmentOutsourced Customer Service and bill getting for other telecommunications companies

Support franchisees on a day-to-day basis to develop their;Technical knowledgeOperational knowledgeCommercial knowledgeIndustry knowledgeParticipate as required in the training of new franchiseesManage franchisees through the development phase after training until they become fully operational Resolve franchisee issues & queries in a timely manner where possibleEscalate issues & queries to relevant people / departments where necessaryAnalyse potential customer bills for franchiseesIdentify areas of the market for franchisees to target due to individual skills and strengthsAttended franchisee Conferences to help train and build relationships with franchisees

Ensure daily tasks performed are entered in appropriate systems for statistical and reference purposesGeneral clerical duties including the sorting and filing of relevant forms etc.Maintain an up-to-date knowledge of administrative SLA timeframesContinuous monitoring and actioning of relevant internal and external requests, including follow upsAnswering queries from customers/franchisees both internal and external and following on all queries within a timely fashion.Act as first point of contact for customer enquires when they call the queue and provide support for all general queriesUtilise appropriate systems to complete queries from both customers and franchiseesAnswer incoming enquiries promptly, competently and professionallyEnsure customer service through adherence to process and proceduresMonitor Franchisee requests through internal online ticketing System Create new franchisee system access loginsTrain new franchisees in usage of systemsCreate and monitor hardware ordering system

Incoming sales for fixed wire, pay tv and internet servicesStriving to achieve targets set by centre managerAbility to operate several different systems while maintaining level of conversation with potential customer

Acting as team leader in team leaders absenceTaking escalations Training new reps in Optus systemsAttending weekly TSR meetings to create new procedures in order to streamline processBecome part of testing group for new Focus provisioning systemAll normal Dealer Support Representative duties

Taking customer service overflow when other departments are busyHaving knowledge of customer service representative and dealer support representative duties and proceduresAll normal dealer support duties

Taking; Dealer calls regarding new customers and customers wishing to upgrade mobile contractsAbility to multi task on several different systems while continuing conversation with dealerSpeak to end customers to explain contract detailsUse discretion in regards to grey areas with regards to customers failing standard criteriaEnsure every call is of highest standard set by Optus, many of which are monitored for feedback purposes

Master Of Information Systems Security, Information Technology

Bachelor Of It, Computing Studies

Bachelor Of It, Information Systems

Completed Bachelor of Technology