Phillip Williams Email & Phone Number

• Efficient on-boarding of customers, products, and services into tools such as BMC Remedy and Service Now• Work on development and performing of Business Process, User Acceptance, System Integration and Production Verification Testing• Liaising with key internal and external stakeholders to understand objectives and deliver on key strategic requirements• Developed technical sales documentation and training for Telstra Business Centres which saw immediate sales increase of over 300 new customers in the first month• Create clear instructions and documentation for Service Desk operators and resolver groups• Ensure all documentation conforms to Telstra’s document standards such as Incident Management, Service Requests, Work Instructions and Quick Reference Guides• Play a key role in the planning, analysis, development, user acceptance testing, training and production phases as well as verifying that all operational stakeholders are adequately prepared to support customers• Test business processes to verify that the process flows are accurate and complete• Develop comprehensive training programs and provide group and one-on-one training to enable staff to become productive and support the new products and services

• On-site Support Lead for transition to Global Delivery Model based from Bangalore• Maintained a First-Time-Fix (FTC) rate of greater than 70% while transitioning an operating service desk to Telstra’s global partner• Worked with the Vendor contracts team to set optimistic but attainable KPIs which saw improvements in key service metrics including SLA breaches (less than 5%), answer (under30sec) and handling times (less than 5min) and FTC (greater than 75%).• Introduced monthly joint Product and Operational governance forums which saw a 40 point improvement in Net Promoter Score (NPS) • Recruitment and on-boarding of new staff with the emphasis of customer service, team fit and technical ability • Introduced monthly joint Product and Operational governance forums which saw a 40 point improvement in Net Promoter Score • Training & mentoring of new staff• Liaising with platform vendor’s marketplace operations team to ensure changes are made as necessary and with minimal business impact • Central contact point for relevant departments and stakeholders to ensure ownership of issues from beginning to end• End to End Ownership of Major technical and Service related operational and event based escalations

• Filled in regularly and for extended periods of time, in the capacity of Team Manager • Assisting in special projects that have an impact on existing customers including platform/software migration and new product on-boarding/off-boarding• Manage single customer faults after they have exceeded the scope of other support teams• Manage platform/product level issues when a product (or a feature of the product) or platform are behaving in a manner that deviates from the norm of operations• Delegation of tasks and duties to ensure fastest resolution and customer experience• Document and review processes and procedures including creating plans for supporting new services• Queue Coordination – Service Level Compliance to drive day to day focus on the Incident and Service Request queues

Responsibilities: • Ownership of customer and branch staff inquires and amendments• Achieve and exceed customer sales and service target levels, such as - Growth targets within new business - Growth targets within existing clients using cross and up-selling techniques - Retention of existing business from clients looking to move their policy elsewhere• Follow up on general enquires and feedback from customers• Resolve customer complaints• Training & mentoring of new staff

• Attend to the main entry area and ensure that entry to the building is restricted• Record the entry and exit of all service personnel as well as monitor activities in the service courtyard• Deal with building staff and owners regarding problems and services required• Maintain reservations for in-house use• Carry out random safety and fire hazard inspections around the building

Responsibilities: • Supervision and delegation of work to up to 20 staff • Preparation and presentation of training of procedures and products for staff• Presenting at meetings to discuss business and procedural improvement and assisting with implementation• Purchase Orders, maintain stock levels and assisting with the audit of purchasing procedures• Dealing with upper management in relation to forecasts and budgeting• Assisting with creating, maintaining and assessing Key Performance Indicators (KPI’s) for the team• OH&S and HACCP committee representative• Organising weekly rosters for multiple departments

Responsibilities:• Organizing the prompt and efficient processing of documentation for the arrival & departure of staff• General administration duties• Represent the office in meetings concerning personnel issues• Training newly arrived staff with information on administrative formalities• Assisting with the advertisement of local vacancies both internally and externally• Regular updates and reports to supervisor & senior management• Assisting other departments i.e. the restaurant and front office• Use of Opera system for the organisation of rooms and guest profiling• Use of the Micros Point of Sale operating system