Ruth Scott Email & Phone Number

Queensland, Australia

Secondment January 2020 to April 2021 – Critical Services Team Leader Key Responsibilities (with SME Responsibilities included):• Led 10 Agents to case manage the migration of Medical Alarm and Fire and Lift Panel Registrations onto the nbn network • Conducting the team’s monthly 1x1s• Conducting the team Snapshots• Introducing new initiatives to help improve SLAs• Managing critical and non-critical escalations• Allocating MAR and FAL cases• Assisting with performing Final Reviews on Medical Alarm Registrations and Fire and Lift registrations to ensure registrations have been managed and sent for closure correctlyApril 2018 to Current – Critical Services Team Tier 2 Specialist (SME)Key Responsibilities:• Managing and maintaining relationships across various stakeholders within and outside nbn• Analysing customer interactions, issues, and cases to determine root causes, and presenting findings in the form of reports and presentations to management• Identifying process and procedure gaps and in turn liaising with necessary stakeholders to implement improvement• Managing critical and non-critical escalations• Worked collaboratively with Complaints Teams to ensure processes for HSE Case Management were maintained and completed in a timely manner• Involved in the documentation of new procedures, procedural changes, and updates• Performing Final Reviews on Medical Alarm Registrations and Fire and Lift registrations to ensure registrations have been managed and sent for closure correctly• Involvement in projects within nbn beneficial for the team functionality• Daily reporting for the Team Leader• Providing support for the CS Team; information source, floor walking, creating reports to assist in registration management, • Providing support to the Team Leader • Ad-hoc duties

Queensland, Australia

December 2017 to April 2018 – Critical Services Consultant Key Responsibilities:• Inbound/outbound call handling• Inbound/outbound emails• Monitor the Inbox, reviewing and allocating emails as they are received• Co-ordinate the investigation and proactive follow up of Medical Alarms and Fire and Lift Panel cases and progress to closure in compliance with CMO work instructions• Analyse information to manage cases according to nbn policies and procedures• Responsible for escalating complex registrations, and managing the escalation from end to end• Act as secondary reviewer of registration information before a registration can be progressed• Contribute to continuous improvement processes and procedures.o Introduced a weekly report to allocate Case Managements and new Registrations to the team that fall into the queueo Created Views in Salesforce to enable the team to manage their assigned registrations more effectivelyo Ongoing data clean up to reduce the registration load and/or effectively move Registrations through the closure process in a timely manner• Work effectively in a team environment and contact centre environmentMay 2017 to December 2017 – General Enquiries ConsultantKey Responsibilities:• To provide quality and professional Customer Service across all facets of company communication• Responsible for inbound calls and inbound/outbound emails in a professional and cultural manner• Utilising a range of technologies to source, input, log, access and interpret data• Responsible for problem solving and escalations, where required• Self-managing own work within the guidelines of quality, accuracy, timeliness, professionalism, and appropriateness of action taken in relation to policies, procedures, and processes• Work effectively in a team environment and contact centre environment

• Responsible for overseeing the day to day operation of the Sales Agents; 2 split shifts• Performance management• Call quality assurance monitoring• Conducting quarterly reviews• Mentoring and developmental coaching of the teams, and ensure targets are met• Implement training for development• Dialler management• Customer service support for inbound and outbound calls• Merchandising input and dispatch• Backend database management• Administrative duties

Gold Coast

• Responsible for the Wholesale and Corporate invoicing comprising of Broadband, Landline, VoIP and Mobile Phone services for Australian and International carriers (3 invoice runs per month)• End to end audit to ensure the expected traffic has been invoiced• Ensuring the invoices are created and sent to the customers within set timeframes• Responsible for building and maintaining tariffs• Monitoring and auditing of tariffs• Database management for customers such as rate changes, personal information, updates within tables• Investigating disputes for customers • Liaising with Carriers, Account Managers and Business Owners• Downloading toll feeds from Carriers• Electronic pin invoicing on Calling Cards for Distributors such as Ezipay, Epay, Coles. Ensuring the invoices are created and sent in a timely manner• Distributor account reconciliation; ensuring payments have been received and disputes completed with in a timely manner.• Database management for changes within the sales force relating to Distributors• Regularly providing sales analysis trends to the CEO• Miscellaneous requests i.e. reporting

Gold Coast

• Overseeing five (5) monthly invoice runs for Broadband, VoIP and Mobile Phone services• Auditing to ensure data appearing on the invoice is correct• Ensure final invoices are sent for printing and sent to customers within set timeframes• Responsible for monitoring of call records and downloading of toll feeds from carriers• Responsible for building and maintaining tariffs for Broadband, VoIP and Mobile Phone services• Monitoring and auditing of tariffs• Database management for customers such as rate changes, personal information, updates within tables• Handling of customer disputes• Investigating and allocating unbilled calls• Liaising with Carriers, Account Managers and Business Owners

Gold Coast

• Managing a team of three (3) staff for tasks such as invoicing, customer disputes, requests elicited from other departments, reconciliation of tollfeeds• Setting up tariffs for Broadband, Landline, VoIP and Mobile Phone services• Monitoring and auditing of tariffs• Overseeing six (6) monthly invoice runs for Broadband, Landline, VoIP and Mobile Phone services • Ensure final invoices are sent for printing and sent to customers within set timeframes• Database management for changes for customers such as rate changes, personal information updates within tables• Downloading toll feeds from Carriers• Handling of customer disputes• Liaising with Carriers, Account Managers and Business Owners

• Responsible for the invoicing of Mobile Phone services• Responsible for building and maintaining tariffs• Handling of customer enquiries and disputes• Setting up Mobile services for clients, plus Customer Care attributes• Responsible for the creation and maintenance of training manuals for staff

Gold Coast

I started as a Customer Care Representative for Cellular One and moved my way up to managing Customer Care for AAPT. A career change enabled me to handle tariffing, and then later also overseeing invoice runs, liaising with the printing house and liaising with Marketing for rate plan introduction as Billing Manager for TNZ ( after the AAPT takeover on the Gold coast )