Penny Young Email & Phone Number

Sydney, New South Wales, Australia

Manage all aspects of the operations and support for Major Accounts, including Account Management, Help Desk, Manual Services and Projects nationally.Including but not limited to Develop and maintain ongoing relationships with key internal and external stakeholders  Seek and take appropriate actions on client feedback; resolving difficult issues in a timely and professional manner; taking responsibility for client satisfaction and loyalty Manage all aspects of client Implementation including meeting with all key stakeholders to address requirements nationally  Drive increased usage and up sell of products and promote sales objectives Achieve sales and organizational goals by providing industry and client feedback to develop new products and services  Strategic planning and implementation to drive efficiencies and meet market needs  Support GM in contract negotiations and terms and agreed processes  Maintain all SLA's and ensure all KPI's are met  All on boarding, performance management and development of staff.

Sydney, Australia

 Escalation point for client enquiries  Track and monitor calls to ensure KPIs are being met  Work closely with key stakeholders to build and maintain relationships  Ensure a high level of customer service is maintained at all times  Customer relations and satisfactionKey projects Developed and introduced new Helpdesk structure including migration of receptionist into Helpdesk team and establish hybrid helpdesk/reception to better met clients’ needs.

 Day to day supervision of staff  Daily monitoring of processing systems  Ensure daily/weekly timeframes and SLA’s are met  Maintain related documentation  Liaising with clients, various Councils and Government authorities Training and performance management of staff Authorisation of provider invoices.Key projectsImplement property enquiry services for ACT and QLD (Qld project included setting up state based team)