Nicole. Beasley Email and Phone Number

Manage the Partner relationship between Telstra Enterprise and Government and Telstra SMB on behalf nbn for Service Experience and Performance related activities for Business• Drive continuous improvements to all services offered to Business customers through RSP’s and nbn.• Engage, chair and participate in joint RSP and nbn Business performance monthly performance reviews and weekly cadence. • Collaborate with RSPs and nbn for joint Service Improvements and provide assistance to RSP’s and nbn for Business Service related to capability and future strategy• Establish and implement cross RSP Voice of Customer improvement forum dedicated to nbn Business Products and Networks• Build relationships with RSPs, understanding differences in focus and requirements. Be the RSP advocate and the nbn advocate. Provide a relationship of trust and confidence between nbn and Telstra. Implemented and managed nbn capability Lifecyle with RSP’s with a continuous improvement focus• Govern the service delivery and experience for all Telstra SMB Customer connections and faults with RSP’s.

Implemented reporting and quality frameworks to measure improvements • Drove contractual performance and Governance of NSO Service Delivery Partners – Ericsson and BlueSky for Fixed Wireless and Satellite• Analysis and framework process to review all metrics contracts to reduce, streamline and align• Delivered 3 of the 5 NSO Key Initiatives for FY17• Implemented an end to end Governance framework to successfully manage Delivery partners and streamline engagement

Relationship and cross business collaboration, across the business. Implementing and maintaing the Operating rhythm of forums, events, strategic direction and reporting nationally.

Customer Experience Analysis on NBN, End to End customer experience analysis and projects for improvement development. Internal relationship building and performance management

Collaborate with the workforce arm of Telstra (Telstra Operations) on strategic intiatives to improve Customer Experience and performance across all customer segments within Telstra. Understand and analyse the end to end customer experience to ensure strategic projects are customer centric.

Manage and drive improvments to the performance of internal suppliers (workforce arm and network) to the whole business. Improve the customer experience by building joint initiatives for performance and experience improvement. Build and improve relationships for between all areas of the company. Assisting with escalated systemic issues from the Front of House groups through the service chain.

Business Process specialist and service improvments specialist. Performance management for Top 1500 customers, for improved experience and meet contractual obligations. Build and collaborate with suppliers for improvements in delivery and customer experience performance. Assist with escalated systemic issues.

Develop processes and systems to manage network delayed (held orders) due to no infrastructure. Create work instructions for new centre to use, focusing on customer experience during the moment of truth. Develop new system for case management, working with partners Deilottes, Price Waterhouse Coopers and Infosys.